Dan Clever T.

Gigantone [MNO 2302] Human Resource Management Topic: Training and Development

21 February 2013 [M3] Thursday: 3-6PM

The master said, Govern the people by regulations, keep order among them by chastisements, and they will flee from you, and lose all self-respect. Govern them by moral force, keep order among them by ritual, and they will keep their self-respect and come to you of their own accord. The Analects of Confucius

Govern them by moral force this is what The Ritz-Carlton Hotel Company strongly believes in in creating Ladies and Gentlemen of their company. Ladies and Gentlemen, as the employees of the hotel are called, are treated as just as how guests are respected. The Ritz-Carlton Hotel Company wins the respect of their employees by treating them with utmost respect, valuing them not as a source of labor but as human beings that have purpose. That is how Ritz-Carlton transforms Ladies and Gentlemen. Before a hotel opening, all new employees undergo a seven-day countdown wherein they integrate the companys values to this process. They start the week with orienting them about the culture and Ritz-Carlton values. They want to align a worker with the mission of the company that is why for the first day, they start with values. This is one strong feature of the Ritz-Carlton T&D process, being able to create a culture and instill values among the employees. From the companys values, on the second day, employees go to their functional areas to know more about their department. At this point, the new employees are asked on their vision for their department and what they wanted to be in a year. This is

another highlight of their T&D process, that they let their employees participate in goal setting, making employees know that their voices are heard. After a two-day focus on orienting employees about culture and values, the next five days focuses on specific skills training and trial runs of service delivery. There is now more in-depth training on their function and they are deployed for a trial on how it would feel on the job as they are being observed by the steering committee. As they say, experience is the best teacher. And one feature noteworthy to be taken is that how the upper management is involved in this process. For example, on how Schulze stepped in to help an employee, showing how it is done. That would make the employee the drive to listen and to learn, knowing that it is already their big bosses teaching them. About it doesnt stop after the seven days. The Ritz-Carlton has structured a continuous development and mentorship programs for continuous learning. This as a whole makes the Ritz-Carlton training and development process a winner in winning their employees. They do all of these for the simple reason, their employees are Ladies and Gentlemen. And if they want to give the best service to their guest whom they treat as Ladies and Gentlemen, it is just right that these Ladies and Gentlemen, be served by Ladies and Gentlemen making the Ritz-Carlton experience one of a kind.