Skift Take
The Ritz-Carlton is one of the most iconic luxury brands on the market today, but Humler is aware that a brand name isn't enough to keep guests coming back. Providing the personalized service and technology that they expect is more important than a name.
Editor’s Note: Skift is running a series of interviews with hospitality CEOs talking about the Future of the Guest Experience and the evolving expectations and demands of hotel guests. Check out all the interviews as they come out here. This continues our series of CEO interviews, the previous series was on the Future of Booking, with online travel CEOs.
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.
