An Interview with Herv Humler, President and Chief Operations Officer, The Ritz-Carlton Hotel Company. There are 91 hotels and resorts throughout 30 countries and territories. The majestic lions head perched upon the royal crown reflects the importance of The Ritz Carlton Hotel Company today. Herve Humler currently serves as the president and COO of The Ritz-Carlton Hotel Company, LLC, and is known by his employees as a kind leader. Every time you charge GBP 1000 or more for room rate, here you are dealing with 1% of the market and the more exclusive location you find, the more that market love it and they want to be away from everything. The company was headed by Gerald F. Blakeley Jr. who obtained the rights to The Ritz Carlton name in America during the 1960s. His background includes regional F&B positions with Hyatt. If we do that well, the rest of our job is easy and we will by default sell rooms. We just opened Vienna. We are partnered with chef Jos Andrs, a great personality who has really put Spanish food on the map. Horst Schulze, the companys president, has been recognized with the World Ishikawa Medal. 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He is responsible for leading the brands operations, global growth strategy and championing its distinctive service culture. I am happy to say that luxury hotels have been rebounding since around 2008. Herve Humler is president & chief operations officer of The Ritz-Carlton Hotel Company, L.L.C.. A while back I was getting emails from this kid who was a young chef in Germany. For example, if you send in a shirt and its missing a button we should fix the button. It was featured in F. Scott Fitzgeralds 1922 short story The Diamond as Big as the Ritz. Home People PRESIDENT INTERVIEW: Ritz-Carltons Herve Humler, Creating guest memories is key to super service says renowned hotelier, One of Ritz-Carltons founding members and its current president, the legendary Herv Humler, tells Louise Oakley why creating memories for guests through exceptional service is his utmost priority. There is evidence to suggest that by identifying shifts and leading change, the brand had, and has, the potential to continue to benefit today just like it has in the past. My feeling is that, by and large, there are no bad soldiers, only bad officers. The expansion was quick. When we started in China the Chinese market was about 3-4% of the occupancy, today it is at 50-55% and they never look at the rate and say that is expensive; they are using our hotel, they are drinking the best wine, they come on the weekend with their family. Despite the growth, you have maintained a consistent service standard. Abu Dhabi is 650 keys including 75 villas. Ritz-Carlton CEO plans luxury Reserve in Muscat. ET: Can you talk a bit about The Ritz-Carlton Leadership Institute? The Ritz-Carlton remains confident in the future and in the vibrancy of luxury hospitality. Luxury travelers have long welcomed personalized services that make logistics a little bit more manageable, or make unfamiliar experiences more relatable. The Ritz Carlton Boston remains much the same as it was when it began in the 1960s and has been able to maintain its standards ever since. People talk about China slowing down, but I dont see it. Established in 1983 with the purchase of The Ritz-Carlton, Boston and the rights to the name Ritz-Carlton, The Ritz-Carlton Hotel Company (ritzcarlton.com) has grown from one hotel to 91, and 39 branded Ritz-Carlton Clubs & Residences worldwide employing 40,000 ladies and gentlemen. What people want today is a nice piece of salmon, make sure it is wild from Nova Scotia or wherever, it is fresh, grilled simply with some herbs, flavourful eliminate the complexity, he says, his F&B background coming into play. At its inception, The Ritz-Carlton was known exclusively as a hotel company. Following Simon Coopers successful expansion of locations and brand of The Ritz Carlton Hotel, Herve Humler came on board of the company in August 2010. It was interesting in 2008 when the major economic slowdown started in America and it went to Asia a year later. At times we were too bothered with the classical side of things, or lets say our food was too processed. But at the same time we are giving the hotels the tools and we know exactly where we are in order to improve, that is the best thing you can do. "Herve is a true international hotelier with more than 35 years in the luxury lodging business and has helped to build The Ritz-Carlton into a world-class brand," McCarthy says. This trend is amplified by the use of ever-advancing technology, and especially by the phenomenal growth of the digital space and social media. Our marketing has actually become an operational platform let us stay with you. It is an invitation to the customer to stay at our hotels, but with an emotional focus. In 1983, he became employee number four at the newly established Ritz-Carlton Hotel Company. Travelourplanet.com / Flickr. Facebook gives people the power to share and makes the world more open and connected. And of course if you want to just arrive at the front desk, be greeted and taken to your room and then call and order room service because thats what you want to do, you do that. One of the original founders of The Ritz-Carlton Hotel Company when it was created in 1983, Herve Humler has held senior positions with the company around the world. We are offering guests a hand-selected hideaway destination and individualized service thats what the Ritz-Carlton Reserve brand is all about. We want them to feel comfortable. Its the big things and the small things. Access exclusive travel research, data insights, and surveys. By collecting their thoughts on a similar set of topicsfrom technology and marketing to fees and trainingwe have tackled the hospitalitys most pressing topics from every angle and gained a glimpse at what the future of hospitality will truly look like. Loyalty scheme It is my job, and the job of every leader in this organization, to remind ourselves and those who work for us daily that we are not in the business of selling hotel rooms or F&B [food and beverage]. We hear a lot about experiential travel and thats what people are doing. The Ritz-Carlton also offers its Leadership Center as a resource for leading organizations interested in benchmarking the business practices that led to The Ritz-Carlton becoming a two-time recipient of the Malcolm Baldridge National Quality Award. We remind our ladies and gentlemen what is important to our customers and reinforce this regularly through onboarding, training and regular communications like daily line-ups, repetition is important. The Ritz Carlton Hong Kong opened in Asia in 1993. ET: LVMH purchased Bulgari a year ago and they have their own hotel group (Courchevel and St. Tropez). Connecting decision makers to a dynamic network of information, people and ideas, Bloomberg quickly and accurately delivers business and financial information, news and insight around the world. In 1983, Humler became employee number four at the newly established Ritz-Carlton Hotel Company. Join Facebook to connect with Herve Humler and others you may know. We share our best practices. Energizing a global workforce has to be a daily commitment, and is the reason that we conduct lineup three times per day, every day, all over the world. In the early days when putting together this hotel company and growing it globally, we scripted almost everything. We see a lot of people from healthcare. The first Ritz Carlton Hotels included the Ritz in Paris and the Carlton in London. Instead of viewing legacy as something that brands inherit, The Ritz-Carlton believes the more powerful form of legacy is one that is written by brands in the present; the ones writing history, not just reading from it every day. George Blakely Jr. sold The Ritz Carlton Boston and the trademark for The Ritz Carlton to Atlanta developer William B. Johnson in 1983. From founder Horst Schulze and his successors Simon Cooper and current boss Herve Humler is an impressive 'coaching tree' of students who have had excelled both at home and in other venues. Japan is back in a big way. But we said lets do something that rewards customers with more of the experiences they want. Its got an Arabian sense of place. In Europe, the London Ritz Carlton had the British royal seal on it while Paris location had the Lion. Its about creating an experience. The attitude I strive to get across to my employees is this: You are not servants, because unlike a servant, I want you to be engaged with the customeryou have a brain, you have a heart and I want you to use them. This is why we say, and have always said, that we are ladies and gentlemen serving ladies and gentlemen. Weve got a lot of development, but its outside the US. Employee empowerment and recognition is the core of our culture and how we achieve outstanding service. He founded the company with a group of men including Herve Humler, Joe Freni, Horst Schulze and Ed Staros. Then one day of the week on Friday we publish the wow story of the week, it may be a story about Sharq Village, Shanghai, New York something where the customer was wowed.. Why? The privilege of serving our guests is the highest priority of The Ritz-Carlton Hotel Company. During that time many corporate clients and many leisure travellers said I am going to a new company, when are you going to give something?. Future Ritz Carltons chose any number of forms of the combination of mottos. We call that the wow story. When you look at the house wines in Ritz-Carlton they are great, and people say oh its not that expensive. Essential industry news for hospitality and lodging executives in North America and Asia-Pacific. We have two openings in China, Langkawi [Malaysia] and a resort in Vietnam, and were looking at Cambodia. Today The Ritz Carlton Hotel Company has a major presence in the world. It will be a great place where people can bring their yachts. It was very obvious in America and Asia; there was no other choice than to develop Ritz-Carlton Rewards. I need to get to the airplane, you can stop what youre doing and say Sir, I am going to take you to the airplane.. The Great Depression wasnt the right time for luxury hotels to move forward. Here is how The Ritz Carlton Hotel Company evolved to become the leading luxury hotel chain in the world. What was the fascination that inspired you to pursue your career in hospitality? The executive attitude theyre showing here is that employees dont work to create excellence, they only work for a paycheck. He admits that Ritz-Carlton can also improve upon its guest engagement in some cases. Group business is coming back and the growth in rate and occupancy helped us achieve record market share in 2011. They want to be the first to reach a new place and engage with something new. Its much more lifestyle-oriented and less complicated. Micah Solomon:Theeasiest way I know to terrifyan audience of business leadersis to describe to themhow the Ritz-Carlton allows anyemployeein your organizationto fix any guest problem, without asking for permissioneven if it costs up to $2000 to do so. The successful and rapid expansion of the luxury hotel chain, the Ritz Carlton, gained a lot of attention from the hospitality industry. There are beautiful gardens and waterfalls. Food and beverage is the reputation of the hotel in your community, because people who never see a guest room get their entire impression of the hotel via your bar and restaurant. And you dont have to reinvent the wheel. Globally, there are some bright spots, but there is also a sense of uncertainty in the U.S. economy, the regions of Europe and the Middle East, and Chinas moderated growth. The good thing with Ritz-Carlton is we have only 100 hotels, 120 hotels soon, but if there is an issue somewhere I work on it tomorrow, I solve it and we move on and thats the good thing.. The logo defines noble bearing, but the owners of The Ritz Carlton Boston decided the logo was not noble enough to represent the brands regal character. Herve has many family members and associates who include Martha Humler, Lisa Humler Jungles, Adam Krell, Nancy Schwartz and Gerald Krell. The next will be Shanghai and after that we believe it will be New Delhi, Dubai and Beijing. I didnt want to become a bank giving out toasters and teddy bears. We remind our ladies and gentlemen about the meaning of our service values. Ritz-Carlton Reserve is a brand extension we created four years ago in order to enter micro-markets where we cannot open a Ritz-Carlton. Who can forget the reference in Irving Berlins song Puttin On the Ritz? Would you bring the Reserve or Bulgari brands to the Middle East? Those needs and values havent disappeared but luxury is changing rapidly. As part of the original executive team that created the hotel more than 30 years ago, Humler has made it his mission to care for the company, his customers and his employees via his sincere dedication. Along with his small group of co-founders, Humler was instrumental in the creation of the mission statement and credo for which The Ritz-Carlton Hotel Company has been known for 30 years. The logo features a combination of the crown which represents the British royal seal, and the lion, which represents the brands financial backer. $200 Million Herve Leger net worth: Herve Leger is a French fashion house founded by the designer Herv L. Leroux. But I was not in the business to just give points to people, thats why we made sure we gave access to the extraordinary. You have to create the memories, you have to create the wow. Marriott International purchased a large portion of interest in The Ritz Carlton Brand in 1998. Today, The Ritz-Carlton has developed several very successful brand extensions, which include Residences, Destination Clubs, Ritz-Carlton Reserve, a Leadership Center, Retail, Golf Clubs, and a philanthropic foundation, Community Footprints. You know today what you need to do tomorrow. Before coming to the US, French-national Humler worked with Princess Hotel in Bermuda and with InterContinentals Hotel Ivoire in Abidjan, Ivory Coast. Humler: I encounter executives sometimes from other companies who tell me, Oh, yes. Weve had steady increases in occupancy year over year. You have to identify your defect and do something about it. These included locations in Atlanta, Naples, Buckhead and Laguna. Future Opportunities But for the customer to be truly loyal, to come back time and time again, he says his hotels have to create memories. They drew it up on a napkin at the end of the day when they were having a drink. Today the hotel has modern updates and is joined by the Equinox Sports Club and Spa. Herve Humler is president & chief operations officer of The Ritz-Carlton Hotel Company, L.L.C.. Its also alluded to in the Kenneth Oppel novel Skybreaker. Prior to his current appointment, he served as Global Chief Operations Officer for The Ritz-Carlton and head of the brands international region, where he presided over the operations of hotels and resorts in South America, Asia, Africa, The Middle East, and Europe. Herv J.L. Its somewhere in the CEOs office, and accumulates a thicker layer of dust every year. The problem in these cases is that the vision or the mission of the company isnt shared with the employees! Can you talk about this? Garrett by trade is a personal finance freelance writer and journalist. We are expanding to open our first Indian property in Bangalore and our first in Israel, just outside Tel-Aviv; and were moving into emerging areas such as Panama City. Holmes was the original president of The Ritz Carlton Hotel Company, LLC. Herve Humler: In 2012 we had a great start. ET: What about plans for The Reserve and Bulgari? People want things to happen that much faster. Even though the brand has evolved, our service commitment to our guests remains the same, as it has from the beginning. So an example could be you arrive at the airport and on your phone you get your check-in information, and then use your mobile phone to go up the elevator when you get to the hotel and right up to your room. The single biggest thing that weve seen post-downturn is people want a greater sense of, what I call, real identity. This keeps it alive throughout the company: The same service value were reinforcing in New York will be focused on in Los Angeles and Beijing as well, that very same day. To conduct interactions with utmost respect and courtesy, but in a way that it natural to their personality and the warmth of their caring natures. The Ritz Carlton Hotel logo was designed by Cesar Ritz back in the late twentieth century when Ritz was creating the iconic brand. Herve Humler: We would love the opportunity to work more closely with them. Tragically INX musician Michael Hutchence was found dead in The Ritz Carlton Hotel in Double Bay, Sydney, Australia in 1997. Lobbies were always adorned with fresh flowers. One of the original founders of The Ritz-Carlton Hotel Company when it was created in 1983, Humler held senior management positions at hotels in San Francisco, Buckhead (Atlanta), Mauna Lani, Hawaii; and Laguna Niguel in southern California. Ken Hall on Running Quebecs Fairmont Le Chteau Frontenac, Stephen Johnston on Managing Boston Harbor Hotel, Nina Boys on How Beyond Green is Redefining Luxury Travel, Taholistic: A Month of Wellness at Edgewood Tahoe Resort. Herve Humler: Youre right. Golf's Greatest Holes: Golfing legend Paul McGinley takes television presenter Chris Hollins on a tour of the best golf courses in Ireland and Northern Ireland. Referring to his employees as ladies and gentlemen serving ladies and gentlemen, Humler believes that good customer experience is tied to employee recognition and empowerment. People dont want heavy sauces. Four days a week we talk about the basics and the Credo, says Humler, who also reveals he still carries the Credo card with him I live with it, I almost sleep with it. His books have been translated into more than a half-dozen languages and are the recipients of multiple awards. Serving as one of the foremost figures in the luxury . It is the only hotel to win the award twice. One of the original founders of The Ritz-Carlton Hotel Company when it was created in 1983, Herve Humler has held senior positions with the company around the world. Herve Humler: Our mobile application is a good example. The Ritz-Carlton is a $6 billion global business with 40,000 employees and a growing number of brand extensions; The Ritz-Carlton Hotels, The Ritz-Carlton Leadership Center, Ritz-Carlton Reserve, Ritz-Carlton Residences, Ritz-Carlton Destination Clubs and Bulgari Hotels & Resorts. The Ritz Carlton Company did more than this. He was regional VP overseeing Ritz-Carlton California and Hawaii for five years, and general manager of The Ritz-Carlton, San Francisco since its opening in 1992. Yet there are by contrast so many other companies that alsohave mission statements, but theirs becomenothing more than paper on the wall. Simon Cooper joined The Ritz Carlton as its President and COO. We want to help build the stories. Weve re-defined what we offer. The Ritz Carlton Philadelphia was the first to go when it was converted into a building for offices. Solomon: Many of my readers are entrepreneurs and business leaders themselves. The multiple Ritz Carlton Hotels that were opened during the early twentieth century carried slightly different versions of the original logo at each location. Auguste Escoffier, Ritzs chef, began opening a la carte restaurants called the Ritz Carlton aboard ocean liners which operated until World War I. During the 1890s, Ritz established several luxury hotels throughout Europe. In Hong Kong it could be where to get the best noodle soup. Our credo, service basics, employee promise, and motto our Gold Standards are the guiding principles of our service commitment to our guests. Significant changes made have seen positive corresponding shifts in key brand metrics. There is a tremendous amount of dedicated craftsmanship and that is part of the experience. He is responsible for leading the brand's operation s, global growth strategy and championing its distinctive service culture. The Residences provides private residential units in some locations while the Destination Club offers fractional ownership in residences included under the title. He is an American businessman and a billionaire. By 1940 only the Boston Ritz Carlton Hotel was left of Albert Kellers United States venture. Greeting guests by name and knowing what they like to eat and drink is well and good, says Humler, but its knowing much more than that today. 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