HOSPITALITY INDUSTRY NEWS
Untitled Page
Ritz-Carlton, Laguna Niguel garners recognition
Resort's club rated No. 1 best experience in Gallup survey of the brand's 73 destinations.
By Carol StarcevicPublished: February 24, 2010 12:57 PM
The Ritz-Carlton Club's Penni Garcia,
Tina Ferrari and Mary Wiesen pause together.
The Club at The Ritz-Carlton, Laguna Niguel has garnered the No. 1 Best Club Experience in a Gallup survey of the brand's 73 hotels and resorts worldwide.
This is the second consecutive year the destination received the rating on the annual survey, which asks guests to rank their visits on a scale from 1-5, either by phone or online.
“We are proud and pleased at the recognition and the commitment to exemplary customer satisfaction and service excellence by the ladies and gentlemen on The Ritz-Carlton Club,” says General Manager Bruce Brainerd.
He calls the award a "testament" to the staff's work to build personal relationships with its guests.
Gallup works with hospitality service providers to develop high levels of customer engagement as well as to recruit and retain employees. The facility is one way the Ritz-Carlton is seeking to build lasting brand value.
Dubbed a “hotel within a hotel," The Ritz-Carlton Club spares nothing when it comes to personalized service. Over the years, the concierge team has seen it all. Club Supervisor Penni Garcia, who began working at the resort in 1984, remembers a particular incident. A man checked in around 1 p.m., just off the plane from Phoenix and realized he had lost his wallet. Garcia jumped into action and relentlessly tracked down cab drivers, airline personnel, supervisors, lost and found, and every destination he had been through before arrival. She finally located the wallet – with everything in tact, including $700 in cash and all cards – around 11 p.m.
The Ritz-Carlton Club is accessible only through a special key and offers deluxe rooms and suites. The destination boasts a lounge, and provides services such as unpacking or storing luggage. In addition, five complimentary food presentations are presented throughout the day, among other features.
Related headlines
OC METRO, February issue: 'Oasis of the Seas'
James Beard Foundation names Studio's Craig Strong among semi-finalists
Spa Gregorie's teams with Dr. Robert Nettles
|
||||
|
The Ritz-Carlton Club's Penni Garcia, Tina Ferrari and Mary Wiesen pause together. The Club at The Ritz-Carlton, Laguna Niguel has garnered the No. 1 Best Club Experience in a Gallup survey of the brand's 73 hotels and resorts worldwide. This is the second consecutive year the destination received the rating on the annual survey, which asks guests to rank their visits on a scale from 1-5, either by phone or online. “We are proud and pleased at the recognition and the commitment to exemplary customer satisfaction and service excellence by the ladies and gentlemen on The Ritz-Carlton Club,” says General Manager Bruce Brainerd. He calls the award a "testament" to the staff's work to build personal relationships with its guests. Gallup works with hospitality service providers to develop high levels of customer engagement as well as to recruit and retain employees. The facility is one way the Ritz-Carlton is seeking to build lasting brand value. Dubbed a “hotel within a hotel," The Ritz-Carlton Club spares nothing when it comes to personalized service. Over the years, the concierge team has seen it all. Club Supervisor Penni Garcia, who began working at the resort in 1984, remembers a particular incident. A man checked in around 1 p.m., just off the plane from Phoenix and realized he had lost his wallet. Garcia jumped into action and relentlessly tracked down cab drivers, airline personnel, supervisors, lost and found, and every destination he had been through before arrival. She finally located the wallet – with everything in tact, including $700 in cash and all cards – around 11 p.m. The Ritz-Carlton Club is accessible only through a special key and offers deluxe rooms and suites. The destination boasts a lounge, and provides services such as unpacking or storing luggage. In addition, five complimentary food presentations are presented throughout the day, among other features. Related headlines OC METRO, February issue: 'Oasis of the Seas' James Beard Foundation names Studio's Craig Strong among semi-finalists Spa Gregorie's teams with Dr. Robert Nettles |
||||
