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 first 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. Currently 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 the year 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 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 / checkout, guest room, food and beverage, hotel services, hotel facilities and costs/fees.