The Ritz-Carlton Residences in Philadelphia’s Center City neighborhood replicates the personalized experience of staying at a Ritz-Carlton Hotel for its more than 500 residents, who also enjoy the renowned customer service that distinguishes the luxury hotel chain.
Living at the 48-story condominium comes with services to suit every need. This includes 24-hour concierge and valet; chauffeur-driven luxury car service; childcare and pet-walking arrangements; housekeeping, laundry, and dry cleaning; in-residence dining, catering, and private chef; and access to the full-service spa in the hotel.
Residents also can enjoy high-end amenities such as a 7,000-square foot fitness center with a 60-foot indoor lap pool, hot tub, and yoga room; a lounge and media room with an expansive outdoor terrace; a private garden with Wi-Fi access; and more.
Like many luxury hotels, Ritz-Carlton’s success lies in its reputation for flawless customer service. “Regardless if it’s a hotel or a residence, our goal is always to build strong relationships and to create guests, or residents, for life,” says Director of Residences Deniz Avci, CMCA, AMS. He has more than 20 years of experience in hospitality and hotel management, particularly with luxury hotels and resorts under the Marriott International brand.
Avci appreciates that his role allows him to create long-term relationships and build trust with the people who live in the community. “With a hotel guest, we can of course track their preferences, but the one-on-one relationship building is sometimes challenging,” he says. “Welcoming somebody home is different than welcoming them to a hotel, even the best hotel. When we (welcome people to) the Residences, residents expect us to truly mean it.”
That pride in customer service carries across to the Residences’ staff, who are carefully selected based on both their skills and commitment to providing a great experience. Staff members must go through an extensive orientation process covering the Ritz-Carlton’s “Three Steps of Service” and “12 Service Values,” the latter which are reviewed during daily team meetups at all Ritz-Carlton properties worldwide.
“At the end of the day, you have to make sure you hire the right person for the right position and set them up for success in order to provide the highest quality of service possible,” Avci says. “We are what we do.”
The Ritz-Carlton Residences will be one of the host communities of CAI’s 2022 High-Rise Managers Workshop, March 7–9, alongside Society Hill Towers and The Philadelphian. Attendees will experience community tours, innovative education sessions specific to high-rise management, and opportunities to network with colleagues from around the country.
