The Mystique of the RitzCarlton: People Management Practices

1
The Mystique of the Ritz-Carlton People
Management Practices

• Lawrence Chi
• Director of Human Resources
• The Portman Ritz-Carlton, Shanghai
• June 2005

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
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.

4
Motto

• We are Ladies and Gentlemen Serving Ladies and
  Gentlemen

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
• Fond Farewell
• Give them a warm good-bye and use their name, if
  and when possible

6
Twenty Basics

• Describes our
• Service standards
• Our problem solving processes
• Grooming
• Housekeeping
• Safety and Efficiency Standards

7
Twenty Basics

• Create consistency throughout all Ritz-Carlton
  hotels around the world
• Ensure that we meet our customer service
  standards and expectations

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
We Do Not Hire Ladies and GentlemenWe Select
Them
10
We Do Not Hire Ladies and GentlemenWe Select
Them
11
CommunicationsGive Information and Receive
Feedback

• 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

12
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

13
First Class Cards
14
First Class Cards
15
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