Ritz-Carlton is one of the top luxury hotel chains in the world with 71 owned locations across 23 countries and over 32,000 well-trained employees. It is known for its high-quality customer service, earning customer satisfaction ratings of 99% and being the only company to win two Malcolm Baldrige National Quality Awards. The document discusses Ritz-Carlton's focus on training and developing employees to deliver excellent service through its total quality management system, ensuring quality standards are met across all locations.