The Mystique of the Ritz-Carlton: People Management Practices Lawrence Chi Director of Human Resources The Portman Ritz-Carlton, Shanghai June 2005
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
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.
Motto “We are Ladies and Gentlemen Serving Ladies and Gentlemen”
The Three Steps of Service • A Warm and Sincere Greeting • Use the guest name, if and when possible • Anticipation and Compliance with Guest Needs • Fond Farewell • Give them a warm good-bye and use their name, if and when possible
Twenty Basics • Describes our • Service standards • Our problem solving processes • Grooming • Housekeeping • Safety and Efficiency Standards
Twenty Basics • Create consistency throughout all Ritz-Carlton hotels around the world • Ensure that we meet our customer service standards and expectations
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.
Intensive two day orientation Day 21 and Day 365 General Employee Session Open Door Policy Daily Line-ups Weekly Staff Meeting Monthly Departmental Meetings GM Breakfast/ HRD feedback session CommunicationsGive Information and Receive Feedback
Empowering our Ladies and Gentlemen • Ownership and being responsible for your work is one of our basics • Processes • “Open-check” policy • Defect reporting • Praise not punishment policy • Guest preferences • Recognition
The Ritz-Carlton, ShanghaiKey Measures • Employee • Best Employer in Asia • Highest Employee Satisfaction in the company • Guest • Increase rate of repeat Individual Guest and Meeting Planner • Financial • Growth outpacing key competitors • Higher productivity