Page 22 - The New Gold Standard

The Ritz-Carlton Experience
behind-the-scenes look into the company inspired by César
Ritz, I was met with the welcoming spirit that has made Ritz-
Carlton an icon. I have spent the better part of a year examining
the greatness and occasional missteps of the leadership of The
Ritz-Carlton Hotel Company. I’ve met with employees (whom
they call “the Ladies and Gentlemen of The Ritz-Carlton”) at all
levels of the company, and I have traveled to their U.S. proper-
ties as well as to dynamic international locations such as Singa-
pore and Dubai.
The New Gold Standard reveals the specific leadership be-
haviors that produce Ritz-Carlton’s exemplary corporate culture,
exceptional staff empowerment, and extraordinary commitment
to its customers. But before we dive into the leadership mechan-
ics of Ritz-Carlton and what you can learn from its unwavering
commitment to excellence, let’s look at some of the company’s
prominent achievements.

C Every Legend Starts D
with a Great Story

While the Ritz-Carlton history has roots in European aristocracy
(see the sidebar “The Life of César Ritz” for detailed informa-
tion on the background of the company), much of the story
begins after César Ritz’s death in 1918 when his wife Marie per-
mitted use of the Ritz name on acceptable properties in Eu-
rope and the United States. Developer Albert Keller later created
the Ritz-Carlton Investing Company and franchised the Ritz-
Carlton name for hotels he constructed in the United States. In
1927, Keller opened The Ritz-Carlton, Boston, and he later built
hotels in New York City, Atlantic City, Boca Raton, Philadel-
phia, and Pittsburgh.
In many ways, The Ritz-Carlton, Boston, represented the
best of the Ritz-Carlton brand in the United States through its
attention to detail, practical innovation, and creation of an unri-
valed customer experience. Built in response to the mayor of

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