Hospitality is all about customer satisfaction; be it offering 14-carat chocolate package for Valentine’s Day, or a special room service menu to pamper your pets, or even if it is offering guests the best in-suite shopping experience. And it comes as no surprise that at the recently released J.D. Power and Associates 2012 North America Guest Satisfaction Index Study, The Ritz-Carlton Hotel Company has topped the Hotel Guest Satisfaction Study. “It is a tribute to our ladies and gentlemen that they continue to make guest satisfaction their priority,” said Herve Humler, President and Chief Operations Officer for The Ritz-Carlton Hotel Company.
The Ritz-Carlton Hotel Company achieved an increased score in 2012, resulting in the renowned lifestyle brand leading every category – both within the luxury segment and through the entire study. With 79 hotels and resorts in their corporate portfolio, The Ritz-Carlton recently announced plans to add new locations in 35 destinations from Vietnam to Morocco. This more than $2 billion investment by entrepreneurs will bring the number of award-winning properties to over 100 by 2016. The most recent openings, May 28, were the additions of The Ritz-Carlton, Okinawa in Okinawa, Japan and The Ritz-Carlton, Montreal in Canada.
The study was based on responses gathered between June 2011 and May 2012 from more than 61,300 guests from Canada and the USA who stayed in a hotel in North America between May 2011 and May 2012. Seven key measures are examined within each segment to determine overall satisfaction, reservations, check-in / check-out, guest room, food and beverage, hotel services, hotel facilities, and costs/fees.