Title Area

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WELCOME
The RitzCarlton Moscow ! Recruiter's Day at the
Association of European businesses
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The Rooms and Suites
334 Rooms, including 75 Suite The Largest Guest
Rooms in the city (42 sq. m / 452 sq. ft)
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Catering and Conference

• Catering and Conferences for up to 700

1,360 square meters of meeting and function space
Ball Room - 650 sq. m the most spacious
Ball room in Moscow Pre-function space - 615
square meters 8 meeting rooms with natural day
light equipped with built-in LCD projectors,
screens
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ESPA at The Ritz-Carlton Moscow

• Premium Amenities

Full service Spa (2000 sq m, 14 treatment
rooms including 2 couple treatment rooms saunas
and steam rooms Health club with indoor pool and
whirlpool Beauty salon Multilingual
staff
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History
THE RITZ-CARLTON HOTEL COMPANY L.L.C.

• Founded in 1983 by Horst Schulze
• 61 Ritz-Carlton Hotels worldwide / 32.000
  employees
• Growth ? 2009 to 14 Hotels (Moscow, Tokyo,
  Beijing, Hong Kong...)
• Most renowned brand in the luxury segment within
  the US
• The goals of the Company
• To offer the highest level in service
• To set the standard for the hotel industry
• To create innovation within the framework of the
  Companys long-standing values and traditions
• The Luxury Institute, New York 2006

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PHILOSOPHY
COMPANYS GOLD STANDARDS
THE MOTTO
defines an environment of respect THREE
STEPS OF SERVICE
steps of service for becoming the worlds
greatest host 12 RITZ-CARLTON SERVICE VALUES
signature standards and
values of our company THE CREDO
the
company vision THE EMPLOYEE PROMISEthe
companys commitment to our well being
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RECRUITMENT PROCESS

• Streamlined process for all 32.000 Ritz-Carlton
  employees world wide
• Talent-Quality Selection Process
• a telephone interview
• containing 55 questions to generate a
  profile of potential employees
• depending on the desired position within the
  company - the relevant interview process is
  chosen
• therefore, choosing an employee is rather subject
  to character and team talents than professional
  competence

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RECRUITMENT PROCESS

• SELELECTION PROCESS
• Work Ethic
• Self - Esteem
• Persuasion
• Social Competence
• Team
• Positivity
• Service
• Empathy
• Caring
• Exactness
• Learner

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TRAINING CERTIFICATION

• Process for skills and standards training
• Starting on the first day, the employee will
  be paired up with the Departmental Quality
  Trainer.
• The trainer begins teaching skills standards
• Stage I - Training Certification (takes 21 days
  to be completed).
• At Day 21, the trainer will communicate to
  Human Resources that the employee has completed
  the respective skills standards training.
• During Day 21 a Certification Test will take
  place.
• When the Test is passed, a Certificate
  recognizing for accomplishing skills
  standards, as well as philosophy training is
  issued.

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CORPORATE CULTURE / VALUES
EVALUATE AND IMPROVE

• Comprehensive formal Performance Appraisal are
  completed for all levels of associates twice per
  year. Audited for Quality Content and Feedback

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QUALITY CULTURE

• SYSTEMS TO EVALUTATE AND IMPROVE QUALITY VALUES
• Orientation
• Day 21 Orientation and Certification
• Empowerment (US 2.000,- per incident)
• Annual Training Certification
• Total Quality Management Training
• Quality Improvement Teams
• Gallup Employee Satisfaction Survey
• Gallup Customer Satisfaction

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QUALITY CULTURE
OUR VALUE
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MOTIVATION

• EMPLOYEE MOTIVATION
• Summer and Xmas Party
• Monthly Birthday Parties
• 5 Star Nomination and Gala Dinner
• Hero of the week and year
• Open Door Policy
• Employee Rate world wide
• Project teams
• Best salaries in town
• First Class Cards

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MOTIVATION

• FIRST CLASS CARDS

The best way to show recognition and praise Be
an Ambassador
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Thank you for your attention!