Social Media Study of The Ritz Carlton by Owais Hikmat

Social Media Study of

THE RITZ-CARLTON®

Written by Owais Hikmat

Social Media Study of The Ritz-Carlton on Facebook, Twitter, YouTube and Instagram.

Keywords used are #RCmemories & #luxury.

The Ritz-Carlton Hotel Company is a high-end luxury hotel chain that seeks to provide luxury at its finest, embrace endless discovery and create inspiring memories all around the globe. The Ritz-Carlton embraces timeless moments and shares them through #RCMemories in order to connect with its customers to share and celebrate the good times. The Ritz-Carlton is present and highly active on most social media platforms like Facebook, Twitter, YouTube, Google +, and Instagram. My objective of this social media study is to analyze The Ritz-Carlton’s social media strategy and take into account their overall performance on the social media platforms.

The Ritz posts 1-2 Facebook posts daily, 5-7 on Twitter and 2-3 on Instagram. They post mostly in the early part of the day, however, they do maintain posting throughout the day. The Ritz-Carlton seems to be most effective in posting captivating pictures of their worldwide hotels and resorts as well as highlighting special wedding proposals and events that they seamlessly arrange for their customers.


Above: Ritz Carlton in Riyadh, Saudi Arabia

The Ritz is highly social media savvy where they are quick and diligent in responding and engaging their customers and fans. Their purpose is to build relationships with their customers, provide feedback, get likes, engage in conversations and generate interest.    

The Ritz-Carlton has great customer feedback including approx. 595k likes on Facebook, 169k followers on Twitter, and 102k followers on Instagram, and 1.7 million views in their YouTube channel.  

One visitor to the Ritz had a disappointing service and asked “Who can I speak with about some incredibly disappointing service at one of your resorts? The Ritz swiftly replied “Dear Jennifer-We sincerely appreciate your comment and would like to personally discuss this matter with you, your business is valued. Can you let us know the best way to contact you?”. This shows great consumer engagement as well as effective and strategic use of social media in order to provide the best customer experience.

The Ritz Carlton created a unique series on YouTube and also featured on Facebook where they highlight in a cartoon format how they helped and arranged to pull off some of the amazingly memorable moments in their customers lives; including marriage proposals. Take a look here.

Ritz Carlton’s “Let Us Stay With You” Series on YouTube featuring –Telescope English Marriage Proposal

In conclusion, based on my research, I believe that The Ritz-Carlton Hotel Company is quite strategic and effective in their social media strategy. They are heavily engaging their customers and fans as well as keeping things interesting in order to keep that fan base growing. Rest assured, The Ritz Carlton Hotel Company exerts their utmost effort in maintaining their posh brand image and they are definitely maintain the same image online.