| Journal: TWUK | Section: |
| Title: | Issue Date: 05/06/00 |
| Author: | Page Number: 50 |
| Copyright: Other |
Profile: by Joanne O’Connor
Ritz-Carlton keeps thesecret of good service
Leading brand keen to strengthen portfolio
GUESTS lying on the beach in front of the Ritz-Carlton Dubai can expect to be spritzed with cold water at hourly intervals by obliging hotel staff. Refrigerated towels and complimentary fruit skewers will also be brought round regularly.It is this kind of service that has helped establish Ritz-Carlton as one of the leading hotel brands in the world, despite its relatively small size.
“We are ladies and gentlemen serving ladies and gentlemen,” is the hotel’s motto and staff are given rigorous training to encourage them to use the names of guests and to record their individual preferences.
With its Arabic-influenced architecture, the Dubai property is the first of a new breed of Ritz-Carltons that are moving away from the group’s classic design and decor to reflect local styles and influences. Vice- president of external public relations Vivian Dushell said the new look is part of a wider move to lose the group’s “stodgy” reputation.
“People have commented in the past that all of our hotels look like they are in Cleveland even if they are in the middle of the desert. We want to keep consistency of service but our hotels must look like they belong.
“There is a whole new generation of dot-com travellers who we need to appeal to but we want to make sure their parents will still come and visit us,”she added.
Perhaps the most radical departure for the group is the Wolfsburg Ritz-Carlton which opens in Germany this month.
The hotel has been built in partnership with Volkswagen to host business travellers and car enthusiasts visiting its plant and the new Autostadt attraction which traces the history of VW and displays the latest car models.
The futuristic hotel looks like “half a doughnut” according to Dushell and incorporates striking modern architecture, contemporary art and high-tech facilities.
The Atlanta-based hotel group has traditionally had a strong presence in the US with the exception of New York where it has no hotel.
However, it is about to fill this gap with two projects in Manhattan scheduled for a winter 2001 opening. Philadelphia, New Orleans and Washington DC will all be getting the Ritz-Carlton treatment this year. In addition, Florida will add four Ritz-Carlton resorts over the next few years, three of which will be in the Miami area. Ritz-Carlton is also looking to strengthen its portfolio in Europe, the Middle East and Caribbean and more than 20 properties are scheduled to open worldwide in the next 18 months.
The Ritz-Carlton, St Thomas in US Virgin Islands: staff training is rigorous to ensure guests receive a top personal service
factfile
Ritz-carlton
Stylish: the group is keen to mirror local architecture in its properties