Ritz‐Carlton employees go for gold
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.
Year of publication: |
2002
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Published in: |
Human Resource Management International Digest. - MCB UP Ltd, ISSN 1758-7166, ZDB-ID 2082534-1. - Vol. 10.2002, 7, p. 23-25
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Publisher: |
MCB UP Ltd |
Subject: | Customer service | Human resource management | Training |
Saved in:
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