Diese Präsentation wurde erfolgreich gemeldet.
Wir verwenden Ihre LinkedIn Profilangaben und Informationen zu Ihren Aktivitäten, um Anzeigen zu personalisieren und Ihnen relevantere Inhalte anzuzeigen. Sie können Ihre Anzeigeneinstellungen jederzeit ändern.
Ritz Carlton’s HRM
Practices and Work
Culture
Femisa
Farahnaaz
Summary
O The first Ritz-Carlton opened in 1898 in Paris
and since then a lot of changes took place which
led the company ...
Recruitment Methods
O The company did not ‘Hire’ its employees it
‘Selected’ them
O Initial screening, several round of in...
Ritz-Carlton’s Training
Methods
O Being the first in the “Training Top 125
Winners” ranking - Ritz-Carlton achieved
2007
O...
O Newcomers – Start with two-day training get
to know the Gold Standards
O The On-the-job training and the “Day 21”
O Afte...
Analysis of the Training
Methods
Advantages Disadvantages
O Standardization in training
process
O Employees’ communication...
Other Practices
O Employee Empowerment : Motivated to take
personal responsibility
O Cultural Impact: the way the company
...
12 Service Values
O The introduction of the, compared to 20
basics, and more personalized and tailored
service emphasized ...
Nächste SlideShare
Wird geladen in …5
×

Ritz carlton’s hrm practices and work culture

Case Study of Ritz Carlton

  • Loggen Sie sich ein, um Kommentare anzuzeigen.

Ritz carlton’s hrm practices and work culture

  1. 1. Ritz Carlton’s HRM Practices and Work Culture Femisa Farahnaaz
  2. 2. Summary O The first Ritz-Carlton opened in 1898 in Paris and since then a lot of changes took place which led the company to the nowadays success. O By 1998 Marriott owned 99% of Ritz-Carlton O Training methods and the introduction of globally accepted standards are important to ensure quality O Advantages are high customer and employee satisfaction O Disadvantages are the lack of individuality and high costs
  3. 3. Recruitment Methods O The company did not ‘Hire’ its employees it ‘Selected’ them O Initial screening, several round of interviews & personality to adjust in the hospitality business O E.g. : Housekeeping : Meticulous work Front desk : People Oriented O Reveals a good recruitment technique
  4. 4. Ritz-Carlton’s Training Methods O Being the first in the “Training Top 125 Winners” ranking - Ritz-Carlton achieved 2007 O Team Building, reinforced by a wallet sized card with ‘ Gold Standards’ printed on it. O Reflects a really good training and recruitment way
  5. 5. O Newcomers – Start with two-day training get to know the Gold Standards O The On-the-job training and the “Day 21” O After a year, there is a second written test to certify “loyal service” and ongoing training- sessions of 100 hours per employee per year O They train their staff on a daily basis for 15 minutes before every shift change
  6. 6. Analysis of the Training Methods Advantages Disadvantages O Standardization in training process O Employees’ communication improves with the on-going training sessions & the daily line- ups perfecting the team unity O motto “Ladies and Gentlemen serving Ladies and Gentlemen”, because employees feel important and well treated which motivates them and as a result the service will improve. O Standard service procedure leaves very little space for spontaneity and puts pressure on the employees O Repetitive rituals such as the daily line-up or the emphasis on the rules induce monotony and might even give an impression of a brainwash ritual. O Extreme standards results in an inelasticity and loss of employees’ personality
  7. 7. Other Practices O Employee Empowerment : Motivated to take personal responsibility O Cultural Impact: the way the company treated the employees increased the employees satisfaction O Cultural Shift : The customer transformation there was a modification of training programs “more casual, informal and younger”
  8. 8. 12 Service Values O The introduction of the, compared to 20 basics, and more personalized and tailored service emphasized on emotions, instead of standardization, were the result. O To use the opportunities Ritz-Carlton should retain their training programs but retain them a bit to keep the employees individuality, spontaneity and naturalness which would help to adapt to the changing customer profile.

×