Content Page
1.0 Executive Summary 2
2.0 Introduction 2
3.0 Finding the right People 2
4.0 Training and Retention 4
5.0 Trust and Empowerment 5
6.0 Change Management 6
7.0 Future of Human Resource Management and Its Challenges 7
8.0 Conclusion 9
9.0 Bibliography 10
1.0 Executive Summary
Ritz Carlton Hotel was the only hotel company to have ever won the prestigious Malcolm Baldrige National Quality Award, as well as the only service company to have won it twice (in 1992 and 1999). As mention by Mark DeCocinis, General Manager of the Portman Ritz Carlton and Regional Vice President, Asia-Pacific of the Ritz Carlton Hotel Company, their priority is taking care of people and their promise to their employees is to take care of them.
They start by selecting the right people with the right altitude that will blend into the company’s culture. Then they motivate them to provide excellent service. Training them when the first joined and re-training them constantly to maintain their service quality. Ritz Carlton made sure that they maintain high level of employee satisfaction every year as they believe with satisfied employees come satisfied customers. With that, they work with their motto “We are ladies and gentlemen taking care of ladies and gentlemen”.
2.0 Introduction
Being one of the best in service quality in the hotel industry, Ritz Carlton work towards maintaining that quality standards throughout all their branches, all over the world. Not only have they won numerous awards for their service quality, they ...