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How Ritz-Carlton Adapt to Luxury Traveler's Expectation?


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The Ritz-Carlton is one of the most iconic luxury hotel brands available to travelers today. Founded in 1983, the brand quickly grew from one property in Boston to 24 properties when, in 1998, the brand was purchased by Marriott International.

Today the brand boasts 87 hotels located in 29 countries. Herve Humler, a founding team member, today acts as president and COO. Despite its long history with the brand, Humler is actively looking ahead by adapting to the desires of today’s luxury customer.

Skift recently spoke with Humler about the technology’s role in a luxury service environment, strategies for activating employees, its social media efforts, and the sociopolitical issues that impact the hospitality industry.

An edited version of the interview can be read below:

Skift: What are the biggest challenges that you face today in improving the guest experience?

Herve Humler: Traditional luxury was all about material goods, living a life of comfort, which was characterized by collecting material goods on the wall. I go to China and I buy a vase. I go to the Middle East and I buy a carpet.

Those needs and values haven’t disappeared but luxury is changing rapidly. We hear a lot about experiential travel and that’s what people are doing. Guests today define themselves by what they have experienced versus what they have bought. The aspiration is about authenticity and originality. They are very connected with the local culture. That’s what Ritz-Carlton has to deliver on.

You have to look at design, technology and meaningful service. You are the key provider of that experience, and it is constantly evolving; yet we have to maintain the standard that Ritz-Carlton is well known for as an iconic brand.

(Read more at: Skift.com)