Hotels Are People. What Should We Learn from Ritz-Carlton — and Why?

A few years ago, I attended a training program led by The Ritz-Carlton in Buenos Aires.

This international hotel chain is known worldwide for its excellence in service and, above all, for being a hospitality company centered around people.

Although I never worked at one of their hotels, I was able to understand their culture through my studies about the company, friends who have worked there, and the course I attended. Even today, they continue to be an example for me.

Their mantra — translated from English — says: “We are ladies and gentlemen serving ladies and gentlemen.” It clearly demonstrates their focus and places the value of people at the center by positioning both employees and demanding guests on equal footing.

It did not surprise me to see how the brand continues to be both innovative and consistent today. They have developed programs through which they commit to the community and invite others to engage through proposed initiatives aligned with the 2030 sustainability goals.

One particularly interesting detail is that they produced a five-episode series called The Stay, where they tell different stories that leave you wanting more. The series is currently available on their YouTube channel. I found the episode “Encore” especially unforgettable — in Spanish, “De nuevo” — where the hotel room is “organized and cleaned” in seconds simply by closing the door.

Today more than ever, I believe the tourism and hospitality industry is going through a profound shift in paradigms. Change is inevitable. Creativity and reinvention are essential to expanding our vision and offering renewed services aligned with what guests are looking for today — because today’s guest has changed and no longer seeks the same experiences as before.