Ritz - Beware of Arrogance & Complacency
We have just returned from a client meeting that was held at the Ritz-Carlton in Miami. Why did we stay at the Ritz? We were studying companies that were known for their service excellence – so we decided to experience it first hand. We were a little worried about the quality of the service prior to going to the Ritz. Why? We had read reviews with some of the following headlines:
• Not bad, not great, not quite the Ritz!
• A hotel facility in decline.
• Not a Ritz-Carlton, this place is a one star!
• Sub-par hotel, over-rated brand.
Since we were trying to show our client best in class experiences, we called the hotel directly to discuss the reviews. When we showed our concern, we were told simply that they were the only five star hotel, and were known for their service. They also said that they didn’t know anything about the comments that we were talking about. We emphasized how important it was for the Ritz to show their world-class service, as this was the reason for our staying there.
Early on in our visit, we had arranged to have the Director of Rooms and the Head of Human Resources come to discuss how the Ritz creates a world-class experience. Their passion was overwhelming, their pride phenomenal. In fact, everything we heard was amazing. The only problem, there was a serious disconnect between what we heard and what we experienced.
During our stay:
- Upon arrival, no-one used our names at the check-in counter even though our luggage tags clearly displayed them.
- Our rooms were mediocre.
- The turn-down service was inconsistent.
- Requests were made and never fulfilled. One of our team members had a safe that was faulty and it was never fixed, nor was there an apology from the hotel.
- The handle to the meeting room was falling off. The fan was loud and couldn’t be fixed. And when we asked to have our Internet extended in the room, no-one came to fulfill our request.
- And without fail, every time I called the front desk they said how can I help you Mr. McLeish! And even after I spoke (obviously a woman) they didn't correct themselves.
Yes, these are all little things. But, certainly not characteristic of the service that we expected. In fact, the service was underwhelming at best. We know that the Ritz-Carlton is world-renowned. We know that the Ritz has always been associated with quality and service. We just think that the Ritz has become complacent. They seem to be a little too comfortable with their brand and their reputation.
We would suggest that the Ritz-Carlton should be more aware of the actual experiences that their guests are having. They should go back to the basics and try to deliver them consistently, every time. Why? Because delivering poor quality ultimately leads to failure.