The Beginning of Our Journey

After receiving the second Malcolm Baldrige National Quality Award in 1999, the media and companies around the world wanted to know how The Ritz-Carlton became the first service organization to receive two Malcolm Baldrige Awards. There was so much interest about how we do business—that it was preventing us from working on our business.

Thankfully, training is an important element of the culture of The Ritz-Carlton, and we decided to open a public university in order to allow companies the opportunity to benchmark with us. Launched in 2000, The Ritz-Carlton Leadership Center has welcomed thousands of senior executives, managers and staff from leading companies and healthcare organizations around over the world.

The Roads We’ve Travelled

The business practices that we’ve shared have been successfully applied, and the result is that organizations have not only improved, they’ve experienced sustainable cultural transformation. Several of the leading brands known today for their customer experience attended our courses prior to creating their own legacy of legendary service. Because discretion and privacy are service values at The Ritz-Carlton, we cannot share our past client list; however, we can share some of our testimonials and some of the news stories that have resulted from our work.

The Ritz-Carlton Leadership Center has established itself as one of the premier training organizations in the country. We’re grateful for the recognition and awards, but as every member of The Ritz-Carlton Leadership Team would attest, our greatest passion is helping organizations improve and innovate their journey to their own level of service excellence.