Ritz‐Carlton employees go for gold

Abstract

The Ritz‐Carlton hotel chain is famous for its excellent service and for providing customers with the experience of a lifetime. In his Harvard Business Review article, Paul Hemp describes techniques used by the company to train employees with its special 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 and giving them meaning.

Citation

(2002), "Ritz‐Carlton employees go for gold", Human Resource Management International Digest, Vol. 10 No. 7, pp. 23-25. https://doi.org/10.1108/09670730210792395