Benchmarking The Ritz-Carlton
with Vice President Diana Oreck was truly insightful as she delivered quite a
few, “golden nuggets” for us emphasizing consistency, culture, service (to
include people, environment, and the five senses), and especially focusing on
employees and the selection process.
However, the greatest takeaway for me is still the same concept I
mentioned on the first day of class—referring to employees as, “Ladies and
Gentlemen Serving Ladies and Gentlemen.”
The title implies a lateral playing field and the utmost respect for
each individual within the organization.
It shows employees, guests, and anyone else that the Ritz-Carlton staff
is a valued and trusted component of the company from housekeeping to corporate
headquarters. I would have used the
term, “asset,” but I don’t want to imply that the Ladies and Gentlemen are
merely human capital, because my impression from Diana is that they are so much
more—they are the core and driving factor that maintains the high standards and
reputation of The Ritz-Carlton.
The
respect offered to Ritz-Carlton employees should be exemplified in every
organization, and is a topic near and dear to my own heart as my professional
goal is to positively impact as many people as possible—which, I plan to
accomplish by creating a staff that is highly productive because they are happy
and healthy (mentally, physically, emotionally, and financially) and able to
positively impact their own families and communities. The Ritz-Carlton and today’s session with
Diana has proven that it can be done, and that the rewards for both the people
and the organization are invaluable.
Theresa Fox
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