A combination of location, comfort and service beckons guests
Deanne French, Director of Public Relations, follows the company credo to ensure each guest at The Ritz-Carlton will enjoy care and comfort.
Most businesses have a mission statement. A few are able to turn their mission into a calling. While in California, I visted the Ritz-Carlton Resort Hotel in Laguna Niguel, where providing for guests has become a company culture of the highest sort.
“Our company culture is our credo. It is about the service. It is about the people,” said Deanne French, Director of Public Relations at The Ritz, in an interview for RuralNorthwest.com. “When you stay at The Ritz-Carlton, you will enjoy care and comfort. That is our highest mission.”
The oceanfront location of the resort and its exquisite accommodations also top the list of reasons why The Ritz is a definite must see on a vacation tour of the southern coastline of California. Ranked among the best resorts in the world, The Ritz, which opened August 1984, offers a variety of recreational activities, award-winning dining and personalized service.
The resort’s 393 guestrooms include exquisite, glass panels, valued at millions of dollars, artfully hand-designed.
Presently undergoing a $40 million dollar renovation planned for completion in June 2005, the décor of The Ritz is in a class akin to an art museum.
According to the resort’s press release, The Ritz “caters to the tastes of today’s discerning travelers. The resort’s 393 guestrooms include exquisite, never-created-before, triple-layered glass panels, artfully hand-designed and valued at millions of dollars.”
The Ritz also provides 22,000 square feet of meeting space to organizations for special events, fashion shows, debutante balls and school fundraisers. “For 20 years we were the only hotel in town,” explained Deanne. “We have become a tradition for special events.”
The Ritz-Carlton Resort Hotel offers the tranquil beauty in the aquamarine seascapes of the Pacific as viewed from the 150-foot bluff overlooking two miles of sandy beach.
The tranquil beauty in the aquamarine seascapes of the Pacific, as seen from the resort’s 150-foot bluff, overlooking two miles of sandy beach, seems to have entered the souls of The Ritz staff as they find ways to help their guests feel as regal as their surroundings.
Deanne said guests remember the attendants who call them by name and care enough to notice their needs and make them comfortable more than they remember the color of the carpet, or the décor.
When asked for an estimated number of clients served by the hotel each week, Deanne looked puzzled and said, “I can’t give an answer to that because we don’t think of people as numbers. We don’t keep track that way.” Apparently, the Ritz provides for guests one at time.
By way of example, Deanne told of a few experiences that highlight the feted care provided to guests at The Ritz. “We had a gentleman who wanted to propose to his girlfriend,” she explained. “He called our Guests Recognition Team, and said he wanted the words, ‘Will you marry me?’ written in the sand for his girlfriend to see when he arrived.” The hotel’s team created a beautiful greeting in the sand that was visible from the Resort’s bluff. “His girlfriend accepted!” said Deanne.
Guests do not remember the color of the carpet, or the décor, as much as they remember the people that care enough to notice their needs and make them comfortable.
On another occasion, a bride-to-be, at the Ritz, was crying because of her disappointment over a floral bouquet delivered for her wedding. The in-house florist happened to be walking by and noticed her situation. “He went right into his shop and made her a gorgeous bouquet without her even asking,” said Deanne. “She will always remember that.”
In addition, Deanne recalled a time when a guest had forgotten her dress shoes and a resort attendant, who happened to wear the same size, took off her shoes and gave them to the guest.
While attendants doff their shoes, guests also remove theirs to participate in the abundant beach activities provided by the resort. The resort’s concierge can make your arrangements to rent jet skis, receive private surfing lessons, go on dolphin safaris, and whale watching (in January and April).
(The fountain at the entrance to The Ritz)The resort’s concierge can make your arrangements to rent jet skis, take surfing lessons, go on dolphin safaris, and for the resort’s whale-watching package in January and April.
The Ritz facilities include two pools; with live band entertainment at poolside in the summer, an outdoor Jacuzzi, four tennis courts, a resort spa with 11 treatment rooms, massage and ocean-view fitness centers.
In addition, you can go sport fishing out of the Dana Point Harbor, or through the Harbor’s ticket booth, guests can arrange for a daytime, or overnight, trip to Catalina that includes scuba diving, hiking, shopping, dining and a two-hour boat ride. Educational activities, like those provided at the nearby Ocean Institute, are also available at the Harbor. With touch pools and a summer camp, “the kids love it!” said Deanne.
Viewing unique marine life exhibits, like the ghost jellyfish, at the Ocean Institute provide exciting educational opportunities to visitors.
Also available for tour, is a replica of the brig, Pilgrim, on which Richard Henry Dana sailed and as written in Two Years before the Mast. Visitors can sail on a brig reenacting a pirate’s lifestyle and view ocean life through a glass bottom window.
In nearby Laguna Beach, guests can choose to visit art galleries, shop, and attend the Pageant of the Masters in July, which is a “must see.” According to Deanne, the Ritz Resort provides a two-night pageant package including two tickets for the premiere in fifth row, center seating.
Located within in easy access from The Ritz, Disneyland provides visitors with an adventure into the storybook world of Sleeping Beauty and Prince Charming.
Other destinations include Lego land, which is 45 minutes away, Sea World, Disneyland, and California Adventure, all easily accessible from The Ritz, as well as Universal Studios, which is just one hour north. Eight golf courses are also located within easy access.
Deanne said The Ritz offers a kids program included in the resort fee. Guest’s children are supervised and can go to the beach, on scavengers hunts around the hotel, learn arts and crafts, take swimming lessons in the pool, play tennis, attend a summer tennis camp, and take lessons with the pro depending on the day and number of children.
Lush foliage, including the traditional southern California palm trees, surround the walkways in the courtyards as guests find their way to the resort facilities.
Starting again in October, The Ritz offers High Tea, through restaurant reservations. According to Deanne, the afternoon tea is a very relaxing, sophisticated, experience and includes tea sandwiches, scones, Devonshire cream, and strawberries. “You need to treat it as an event, because you don't do it everyday,” she explained. As a favorite of the Red Hat Women’s Society, it is a time to spend with friends.
Deanne has been at The Ritz-Carlton Resort Hotel, in Laguna Niguel, for two years and with the company for the 10. She said she loves everyday at the Ritz because each day is new and exciting. She lives close to the hotel with her husband and two boys, who love living at the beach.
She loves to cook and watches the food network for cooking shows. Though she usually cooks ‘meat and potatoes’ because she is from the Midwest, “in another life I'd like to be a chef. I admire them,” she said.
Originally from Pennsylvania, Deanne attended school in Orlando where she met her husband. They relocated to California where he attended graduate school and received his MBA. “We liked it here and stayed,” she said. “How can you not like the weather here?”
For more information or reservations, telephone 800-241-3333, or contact a travel professional at the hotel directly at 949-240-2000, or visit The Ritz-Carlton web site at Ritz Carlton
Fishing/Outdoors
Opinions
Wandering![[E-mail story]](/images/page/storytools_mail.gif "E-mail this story to a friend"){kind=small}
![[Print story]](/images/page/storytools_print.gif "Version of this story optimized for printing"){kind=small}
