Global Traveler: Tell us about your career at the Rittenhouse in Philadelphia. With whom do you compete in the Philadelphia marketplace?
David Benton: I arrived in Philadelphia in September 1987 as part of a team to develop the Rittenhouse Hotel and Condominium Residences at the site of a building that had been left unfinished and vacant for more than 10 years. Today, we compete with Four Seasons and Ritz-Carlton hotels. We are the only independent luxury hotel in Philadelphia.
GT: What makes the Rittenhouse unique?
DB: Operating a hotel in Philadelphia has its challenges, and operating an independent hotel increases those challenges as we compete with global luxury brands that have enormous marketing, advertising, public relations and branding budgets, while being represented by a global sales force. To compete in this environment we have embarked on a number of strategies. Most importantly, we have become a member of the Leading Hotels of the World, which has, among other superb initiatives, broadened our marketing and sales reach to a global level. Our team has developed a process for “marketing within,” which stresses personalizing the experience of our guests to a higher level. For example, our foreign guests receive welcome letters in their native language, while clocks and flags in the lobby recognize their city and country of origin. We rely heavily on the Internet to personalize welcome cards and letters to our guests including film celebrities, authors, politicians and visiting royalty. We recognize that the old-fashioned “word-of-mouth” referral is still vitally important in the luxury arena, helping to differentiate our hotel from our competitors.
Our philosophy of empowering all of the 300 staff members has had a very significant impact on our success. We empower the staff to make decisions on their own, and deal with a guest request or concern instantly, alleviating the more typical responses of “My supervisor is at lunch . . . we will get back to you” or the inevitable “We do not do it that way.” Our staff is empowered to be flexible with systems, procedures and any and all unusual requests in order to achieve the goal of having a satisfied guest who will perpetuate a positive word-of-mouth message to friends, travel agents and meeting planners.
For example, when Prince Andrew was here, the staff located sneakers for his protection detail at 2:30 a.m. because they wanted to take sculls out on the Schuylkill River at the crack of dawn. On another occasion, our night butler went to Chinatown to find a special soup for a visiting dignitary from China. We built a steam shower for Bruce Willis’ suite in 32 hours.
GT: Tell us about the restaurant.
DB: Lacroix at the Rittenhouse, a modern French restaurant overseen by award-winning Chef Jean-Marie Lacroix, has been a great success. In addition to being named Esquire magazine’s “National Restaurant of the Year,” Lacroix has been heralded by Mobil, AAA, Conde Nast Traveler and Travel + Leisure. The restaurant also features a chef’s-table dining experience — and makes delectable chocolates.
GT: What brings people to Philadelphia?
DB: Certainly, the majority of the visitors to Philadelphia come to see the historical aspects of the city, the Liberty Bell, the Betsy Ross House and Independence Hall, together with the wonderful new National Constitution Center and the renaissance of restaurants, nightlife, blockbuster art exhibits and two brand-new stadiums. The Rittenhouse Hotel is very active and supportive of art, cultural and philanthropic institutions.
The growth of US Airways internationally has opened Philadelphia up to many European cities. Southwest Airways has also played a significant role in increasing domestic traffic to Philadelphia. Our clientele is made up of 18 percent leisure travelers, 38 percent meeting attendees and 44 percent corporate transient guests.
Read This Next
All Reads on This Topic
Read Them All

Introducing
FX Excursions
FX Excursions offers the chance for once-in-a-lifetime experiences in destinations around the world.
#globility
Insta FeedDaily
May 30, 2025Grupo Brisas Opens New Las Brisas Mérida Boutique Hotel
Grupo Brisas opened its newest property in Mexico. Las Brisas Mérida, an exclusive boutique hotel strategically located in the heart of the interesting Mexican town of Mérida within the Yucatan Peninsula, marks the brand’s 13th property in Mexico. Grupo Brisas reaffirms its leadership as one of the fastest-growing Mexican hotel chains in the country.
Sponsored Content
Explore Europe with the Best River Cruise Line this November
Experience Europe from a fresh perspective with AmaWaterways, just awarded Best River Cruise Line by Global Traveler for the third consecutive year. Step aboard, unpack once and embark on a cruise through iconic capital cities and awe-inspiring landscapes. AmaWaterways' ships, which accommodate an average of just 156 guests, offer a spacious yet intimate setting. Throughout your journey, you'll enjoy exquisite farm-to-table dining; unparalleled service; and a variety of included excursions, from city tours for gentle walkers to thrilling bike rides along the rivers.
May 2025
May 30, 2025By-the-cabin Yachting Redefines the Cruise Experience
I wish this day could last forever!” my windswept 9-year-old exclaimed, his voice soaring over the Mediterranean. He gripped the helm of a Bali 4.6 sailing catamaran off the coast of Marseille, his sun- bleached hair whipping in the salty breeze. The scent of the sea mingled with the aroma of warm baguettes drifting from the Côte d’Azur shoreline. Our captain, a seasoned sailor, subtly adjusted course, letting my son feel the exhilarating pull of the wind against the sails. As the waves lapped against the hull, I realized this was no ordinary vacation — this was freedom, unfiltered.
Daily
May 30, 20254 U.S. Hotels to Stay at This Pride Month
Pride Month kicks off June 1, and hotels around the country celebrate with special events and offerings.
Sponsored Content
Royal Air Maroc Introduces Groundbreaking Safety Video: A Captivating Invitation to Discover Moroccan Heritage
Royal Air Maroc continues to elevate the passenger experience with the launch of its new in-flight safety video — a cinematic journey that seamlessly blends essential safety instructions with a celebration of Moroccan cultural heritage.
Daily
May 30, 2025Summer Gin Cocktail Recipes Inspired by Destinations Around the World
Sometimes our memories of trips to certain destinations and cities around the world become synonymous with a specific dish or drink we had there — whether it was sipping an Aperol Spritz on the Italian coast or cooling off with a gin and tonic in London, a good cocktail in particular elevates a destination.
These 5 Hotels Offer Beekeeping Experiences
Daily
May 29, 2025Tea Time is Tree Time at This Banyan Tree Resort
Daily
May 28, 2025May 2025
May 28, 2025Discover the Dazzling Beauty of Amalfi’s Legendary Cave
PHOTO: © GUILLOHMZ | DREAMSTIME .COM
Sponsored Content
Smarter Business Travel: 12 Tips from IHG Business Edge
For small- and mid-sized businesses, travel is often a necessary part of growth — helping to strengthen client relationships, explore new markets and attend key industry events. But with rising costs and limited resources, keeping business travel efficient and budget-friendly is more important than ever.
Daily
May 28, 2025Hapag-Lloyd Cruises Announces First-Ever Extended Weddell Sea Expedition
Hapag-Lloyd Cruises recently announced its 2025/2026 Antarctic season will include a 22-day expedition into the rarely visited Weddell Sea for the first time in the company’s history. The extended route will sail on HANSEATIC spirit.
ShareThis