The Ritz-Carlton, Amman, under the leadership of General Manager Dimitrios Kotsifakos, is setting new standards in luxury hospitality by focusing on personalised service and integrating local culture. Since its opening in 2022, the hotel has garnered numerous accolades, including a Michelin Key and the Condé Nast Traveller Readers’ Choice Award in 2025, reflecting its commitment to excellence.
Kotsifakos, who joined the hotel in 2025, brings over 20 years of international hospitality experience. He emphasises the importance of service in creating memorable guest experiences, stating, “In luxury hospitality, a beautiful hotel creates the expectation, but it is the service that defines how a guest remembers it.”
The hotel has revisited the guest journey, enhancing recognition and communication from pre-arrival to departure. This approach has positioned the Front Desk team as one of Marriott’s top performers in upselling. Kotsifakos highlights the significance of anticipation in service, noting, “Recognising the need before it becomes a request is where luxury becomes memorable.”
Empowerment and knowledge are central to the hotel's culture, allowing staff to make confident, on-the-spot decisions. “You cannot ask somebody to make confident decisions if they do not fully understand the product, the standards, the guest or the purpose behind what they are doing,” Kotsifakos explains.
The Ritz-Carlton, Amman, also aims to be a part of the city's fabric, offering dining and social experiences that attract both locals and international guests. Kotsifakos believes that the hotel's success lies in blending Jordanian hospitality with The Ritz-Carlton's global standards, creating a unique and soulful experience for guests.
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