Ritz-Carlton Glitz In Palm Beach, Florida

Ritz-Carlton Glitz In Palm Beach, Florida

Sep 18, 2009 16:27 - By: Barbara Weibel

It had been more than 15 years since I had stayed at a Ritz when The Ritz-Carlton Palm Beach Resort invited me to be their guest for an evening. Because the resort has earned the prestigious AAA Five Diamond and Mobil Five Star awards, I knew I was in for a treat. But I was also apprehensive. When I abandoned my corporate life to become a travel writer three years ago, I traded my stressed-out life of luxury for a happier, albeit poorer existence. My wardrobe these days consists mostly of khakis and, since a laptop is an absolute necessity, I carry a backpack rather than a purse. Although I eagerly accepted the resort’s gracious offer, as the date approached I began to worry about being under-dressed, unaccepted, and judged.

Oceanfront pool at the Ritz-Carlton Palm Beach

Perhaps more than any other hotel group, Ritz-Carlton has a tradition of unparalleled guest service that dates from its original Boston hotel, built in 1927. The Boston Ritz-Carlton, which was regarded as a private club for the very wealthy, was not shy about serving up a side of ostentation with its pampering. Up until the 1960s, the hotel was very formal. Guests were regularly checked to see if they were in the Social Register or Who’s Who and the hotel sometimes went so far as to examine the quality of writing paper on which the guests wrote to the hotel requesting reservations (if it wasn’t of high enough quality, they were refused). Dress codes were enforced for all guests, in great part due to the formality of Boston society. Restaurants were also very stringent with regard to whom they admitted. Women were not allowed to lunch alone and unescorted women were not allowed to enter The Ritz Bar until 1970. I wondered if things had changed in recent years, or if I would feel terribly ill at ease.

Temple Orange Restaurant

I need not have worried. From the moment I set foot on the property, every single member of the staff smiled and greeted me warmly, putting me instantly at ease. By the time I sat down to dinner, word had circulated that I was a travel writer and the royal treatment began. The majority of the hotel guests that evening were conference attendees who were dining at a private function, thus I had the restaurant to myself. For nearly two hours I was pampered by three servers, a chef who came to my table to discuss my vegetarian preferences, and the restaurant manager, who eagerly provided me with background on the resort.
Drawn by its natural beauty, Henry Flagler, a founder of Standard Oil and real estate mogul, established Palm Beach more than 100 years ago. From the beginning, this resort community was legendary playground of  the rich and famous. When it opened in 1991 The Ritz-Carlton Palm Beach reflected the corporation’s time-honored tradition of old-world elegance and formality. Decor featured dark wood and a massive lobby fireplace blocked the view of the ocean from the lobby. Employees were trained in the firm’s scripted approach to managing guest outcomes, which ensured a loyal affluent clientele but also resulted in a formal atmosphere not particularly compatible with the “playground” image of Palm Beach.

Oceanfront Cabana

Beach and water sports equipment

It was a successful formula, until demographics began to shift. Recognizing that the guy sitting in the lobby wearing torn jeans could be a rock star worth millions of dollars, the firm implemented a new guest relations program that was a radical departure from the traditional one-size-fits-all approach. Dubbed “Mystique,” this computerized customer-relationship management system collects information about guests. In my case, the information that I am a vegetarian was recorded; the next time I stay at any Ritz-Carlton, anywhere in the world, staff will automatically know about my dietary preferences. Simultaneously, management took a fresh look at its individual properties, which led to an initiative called Scenography. Every property was told to come up with a unique theme around which “scenes” or guest experiences could be built.

Candles, crystals, and precious art adorn the lobby

Lobby Lounge

Fire pit on the terrace is lit each night at sundown

As I tucked into a delicious baby arugula salad with goat cheese, poached pears, and citrus vinaigrette dressing, the restaurant manager described the Scenography of The Ritz-Carlton Palm Beach: “Fire and Soul of a Modern Life,” which conveys the spirit of a traveler who has collected art, furnishings, and attitude from around the world. The project took nearly two years and $100 million, but the result was an extraordinary new design. The fireplace was relocated to one side, providing guests with sweeping views of the ocean the moment they walk through the front door and into the open-air lobby, and the dark wood was painted in light, beachy colors. The new design has brought new traditions: each evening, the fire pit on the outside terrace is ritually lit during a Resort Turndown ceremony, as are hundreds of votive candles scattered around the lobby. As darkness falls, scarlet outdoor lights reflect on the pool’s shimmering turquoise surface like glowing, red hot coals. In the morning, a crimson sun rises over the azure sea…..fire and soul absolutely, but definitely not stuffy or ostentatious.

Standard guest room

Oceanfront suites have private cabana terraces

Each of the resort’s 310 guestrooms and suites were also transformed during the renovation. My oceanfront room featured a marble bath with large tub and separate shower. Exotic lemongrass-scented toiletries lured me into the shower, where I luxuriated under the rain shower head. Finally, guilty over my excessive use of water, I dried off with an enormous Egyptian cotton towel and snuggled into a thoughtfully provided bathrobe. Hopping into the oh-so-soft bed, I slid between 400-thread count sheets, plumped up goose down pillows smothering the bed, pulled the duvet up to my chin, and clicked through the channels on the 32″ LCD HTDV flat screen TV. All rooms are equipped with the essentials: DVD player, fully stocked refreshment bar, hair dryer, in-room safe, iron and ironing board, desk with Ethernet connection and telephone, and WiFi access. Every detail has been thought out – the alarm clock even had a built-in iPod dock! And this is just a standard room; suites are much more elaborate, featuring two bathrooms, ocean view stone soaking tubs, multi-jet oversize showers, and two TV/DVD’s.

Spa experience begins by lighting a votive candle, making a wish, and setting it afloat on the spa pond

Jacuzzi features multi-color rotating lights

Eau Spa indoor lounge features chandelier made of crystal stemware

Self-Centered Garden at the Eau Spa

Perhaps best of all was my visit to Eau Spa, a glamorous on-site retreat where I opted for a facial. After changing into yet another cushy robe, I was directed to the Eau Zone, an indoor lounge with sumptuous furniture, diaphanous seafoam green floor-to-ceiling drapes, and a “cut glasses” chandelier made entirely from stemware. At the appointed time, my esthetician led me to a treatment room, where I selected my preferred lighting color (purple), aromatherapy (sandalwood for grounding), and settled in for a half-hour of pure pampering. Guests can spend the entire day at the spa, availing themselves of the steam room; sauna; jacuzzi with its column of falling water; or the Self-Centered Garden, where mod metal hanging chairs are suspended over ankle-deep warm water, fragrant plants attract butterflies, and a stone waterfall bench sends warm water cascading over sore muscles.
By the next morning, everyone was calling me by name. How are you today, Ms. Weibel? Did you enjoy your spa experience Ms. Weibel? Leaving us today, Ms. Weibel? It’s a shame you have to go so soon; you’ll have to come back and visit us again (I was mystified until the Public Relations Director confessed that she had sent my photo out to the entire staff). Even so, I am convinced that I wasn’t treated with special deference; I repeatedly witnessed this same type of interaction between guests and employees. The only problem is that I am forever spoiled. The Ritz-Carlton is the standard against which I will measure all hotels from this day forward, and I suspect all others will suffer in comparison.