RITZ-CARLTON HOTELS TREATS ITS EMPLOYEES LIKE LADIES AND GENTLEMEN
The Pitz-Carlton Hotels is the only two-time recipient of the Malcolm Baldrige National Quality Award in the service category (1992 and 1999), and attributes much of its success to its employees, most of whom come in daily contact with the hotel’s guests. The motto of the Ritz-Carlton Hotel Company, as noted above is ”We are Ladies and Gentlemen Serving Ladies and Gentlemen.” In order 0 provide outstanding service to its hotel guests, the Ritz Carlton starts with a rigorous recruitment process that identifies those potential employees that have the personal characteristics necessary to succeed. After being selected, each new employee then goes through an in-dept orientation, followed by extensive on-the-job training and job certification. As part their orientation process, all employees receive a card with the company’s credo on it and are expected to learn the credo and practice it daily. The values of the Ritz-Carlton are continuously reinforced on a daily basis through “line-ups,” frequent employee recognition for extraordinary achievement and a performance.