The Ritz-Carlton Hotel Company, LLC was named the top luxury brand for guest satisfaction in the J. D. Power 2015 North America Hotel Guest Satisfaction Index Study. The hotel company has topped its own highest rating from 2013 by an additional 11 points, bringing this year’s total points to 892 out of a possible 1000. The Ritz-Carlton has achieved this recognition consistently for the past 7 out of 9 years, and currently has the highest ranking achieved to date by any luxury brand.
“Our guest experience is critical to our success,” says Herve Humler, president and chief operations officer, “and to have such recognition for the hard work of our ladies and gentlemen truly reflect our credo, that The Ritz-Carlton hotels place the genuine care and comfort for each guest as their highest priority, is extremely important to us.”
The J.D. Power study looks closely at guest engagement and satisfaction over a total of eight guest touch points, including the reservation process, check-in/check-out efficiency, guest room accommodations, food and beverage, hotel services, facilities, as well as cost and fees. The report found that by anticipation of services and by preventing problems, the guests experience was significantly improved. This comes as no surprise for Ladies and Gentlemen at The Ritz-Carlton, who work to provide the finest personal service and facilities for their guests every single day.