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1. The Mystique of the Ritz-Carlton: People Management Practices
Director of Human Resources
The Portman Ritz-Carlton, Shanghai
2. 2 Definition of Culture
A culture represents the behaviors, values and habits that are shaped over a period of time through a peoples experiences and mentality
3. 3 Credo The Ritz-Carlton is a place where the genuine care and comfort of our guests is our highest mission.
We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed yet refined ambiance.
The Ritz-Carlton experience enlivens the senses, instills well-being and fulfills even the unexpressed wishes and needs of our guests. Remember the womb story? This is how we express the Ritz-Carlton purpose in words
Story about DeCocinisRemember the womb story? This is how we express the Ritz-Carlton purpose in words
Story about DeCocinis
4. 4 Motto
We are Ladies and Gentlemen Serving Ladies and Gentlemen
5. 5 The Three Steps of Service A Warm and Sincere Greeting
Use the guest name, if and when possible
Anticipation and Compliance with Guest Needs
Give them a warm good-bye and use their name, if and when possible
6. 6 Twenty Basics Describes our
Our problem solving processes
Safety and Efficiency Standards
7. 7 Twenty Basics Create consistency throughout all Ritz-Carlton hotels around the world
Ensure that we meet our customer service standards and expectations
8. 8 Employee Promise At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests.
By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company.
The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled and The Ritz-Carlton Mystique is strengthened.
9. 9 We Do Not Hire Ladies and GentlemenWe Select Them
10. 10 We Do Not Hire Ladies and GentlemenWe Select Them
11. 11 CommunicationsGive Information and Receive Feedback Intensive two day orientation
Day 21 and Day 365
General Employee Session
Open Door Policy
Weekly Staff Meeting
Monthly Departmental Meetings
GM Breakfast/ HRD feedback session
12. 12 Empowering our Ladies and Gentlemen Ownership and being responsible for your work is one of our basics
Praise not punishment policy
14. 14 First Class Cards
15. 15 The Ritz-Carlton, ShanghaiKey Measures Employee
Best Employer in Asia
Highest Employee Satisfaction in the company
Increase rate of repeat Individual Guest and Meeting Planner
Growth outpacing key competitors