Carlton a symbol of customer-service excellence. In return, The Ritz-Carlton enjoys lasting customer loyalty, with the average Ritz customer spending more than $250,000 in the course of a lifetime. The Ritz-Carlton also has added The Ritz-Carlton Residences to its portfolio. These residential condominiums in cities and resort destinations are characterized by the same Ritz-Carlton service, management, and amenities offered by its hotel locations.78 Questions 1. How does The Ritz-Carlton service match up against competitive hotels? What are the key differences? 2. Discuss the importance of the "Wow!" stories in customer service for a luxury hotel like The Ritz-Carlton. 3. What are the key aspects of The Ritz-Carlton corporate culture? What role does the corporate culture play in enabling the company to deliver a superior customer experience? The Ritz-Carlton Hotel is an American luxury hotel chain that operates 91 luxury hotels and resorts in 30 countries. The company receives high praise for its excellent service and is recognized as the gold standard in the customer-service department. By exceeding customer expectations, The Ritz-Carlton has become one of the leading companies in luxury hospitality. The Ritz-Carlton, which began as The Ritz-Carlton Investing Company, was founded by Albert Keller in the 1900s. The company had built several hotels along the East Coast in cities such as Boston, Philadelphia, Atlantic City, and Boca Raton. However, by 1940 the company disbanded; all but one hotel had been closed down and sold off because of financial difficulties brought on by the Great Depression. The Ritz-Carlton in Boston continued operating (it was sold in 2006 to Taj Hotels) and built the foundation for future hotels. It featured private baths in each guest room, gourmet cuisine, personalized guest experiences, and many more amenities that contributed to a premier luxury experience. In 1983, The Ritz-Carlton Hotel Company was formed. Led by new management, Ritz-Carlton expanded around the globe, adding new properties across the United States, Asia, and Europe. The cornerstone of The Ritz-Carlton's success is customer loyalty achieved through exceptional customer service. The customer-service experience is defined by The Ritz- Carlton's Gold Standards, which reflect the values and philosophy by which The Ritz- Carlton operates. The Gold Standards can best be described by its mission statement: "The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission."