The Ritz-Carlton hotel chain is famous for its excellent service and for providingcustomers with the experience of a lifetime. In his Harvard Business Review article,Paul Hemp describes techniques used by the company to train employees with itsspecial service philosophy. New employees are chosen for their particular qualities –including a willingness to serve others, drive and enthusiasm, and an optimistic attitude.Each employee always carries a fold-out card, covering the company’s Gold Standards – an array of service principles. Training sets about bringing these principles to life andgiving them meaning.
Ritz-Carlton's Human ResourceManagement Practices and Work Culture: The Foundation of anExceptional Service Organization
Top of Form
Bottom of Form
Case Code : HROB100Case Length : 23 PagesPeriod : 1983-2007Pub Date : 2007 Teaching Note : Not AvailableOrganization : The Ritz-CarltonHotel Company LLCIndustry : Hotels and HospitalityCountries : US To download
Ritz-Carlton'sHuman Resource ManagementPractices and Work Culture:The Foundation of anExceptional ServiceOrganization
HR Practices and Work Culture Contd...
After the first year, employeesreceived an average of 100hours of training every year.Equal importance was givento imparting technical skillsand helping employeesassimilate Ritz-Carlton'sculture. The companyconducted workshops andclasses on a monthly orquarterly basis on subjectslike 'Appreciating IndividualDifferences,' 'Planning andRunning Team Meetings,''Assessing Your Co-worker'sPerformance,' etc...
All employees of the