sijie jiang - reflection from Ritz- Carlton Vice President Diana speech

    On the second day of the class, we went to Ritz-Carlton Leadership Center in Maryland to hear its Vice president Diana's speech. Through her two hours presentation and I have learned something important for example,  The Ritz-Carlton method for customer service and employee engagement. For the customer service, Diana uses word always to represent its importance because always leads to trust and people who have this characteristic will attract others such as boss, colleague and finally a further reference will build up from the served customer. According to Harvard Business School employee engagement study result shows that company in the North America and their employee can separate into three categories using percentages and this separation represents different relationships between employee and company. There are 29% of the employee categorized as superstar or invisible who can not only fulfil more than just the basic job requirement but also energize about what they are doing for the company. In addition, 54% of the employee divided into a type named just there. The just there employee would finish their works with a neutral attitude and that means the company would not expect further contributions from them except for the basic work requirement fulfillment.   For the last type of employee, who called as cave, which occupies 17% of the overall employee. Diana said the cave employee is who are not engaged in company's business but bring negative effect to the overall business and Ritz-Carlton only have around 8% of this type of employee, which is the reason that they can keep in the first line in the hotel history with a such intensive competition.