Ritz-Carlton, the 2002 work of recruitment from 22 to 8 at 8:00 on the 23rd to eight p.m., Ritz held a lecture entitled through resumes of job seekers are invited to the recruitment site (site is still active when held under construction), follow the steps through the hiring process. Ritz-Carlton hope that through this two-day recruitment activities which can be selected with the success of the Ritz-Carlton The service-oriented job seekers thought.
subway station in the valley fog, the Ritz-Carlton has arranged three uniformed staff recruitment site for job seekers to the route specified, and hung next to the work of a substantial recruitment posters. from the subway station leading to the recruitment site of the channel are marked with a dark blue ribbon. Just outside the entrance to the recruitment site, job seekers will see a marked The Ritz-Carlton's staff will welcome and good luck to them, accompanied by job-seekers in the accompaniment of violin music into the hotel floor. then people will welcome job seekers until the time of registry, where job seekers will enjoy the Claude Hedspeth electronic piano. This is the Claude Hedspeth performance in its 25-year career for the first time at the fair for the performance at work.
in the waiting room, job seekers can enjoy a variety of drinks and snacks. Ritz-Carlton is playing the video, Schulze in about his early experiences of working hours as a dishwasher, as well as other Ritz-Carlton employees describe their experiences in the company. In provide candidates with a basic personal information, they will enter the standard selection process. First, the job seekers to fill out a screening questionnaire. those who have passed the initial screening of applicants will be eligible to receive professional sexual interview., each applicant will be escorted to see them off at, where they will be grateful to participate in this advertised, and received a Ritz-Carlton chocolate. Finally, job seekers will be accompanied by staff to leave the hotel.
to the first day of the two in the afternoon, approximately more than 400 job seekers through the initial screening. At this point , each of the hotel staff, from general manager to the bottom staff, are put into the service work as greeters, clerical staff, and the interviewer and other staff to pass all this occurred in the local news media began to hype this Hotel ago. As the Washington area from the opening of the last luxury hotel has more than a decade, and television journalists to seize this opportunity, flocked to Taiwan reported the work of the recruitment event.
the next day you can still feel the impact of the job fair, about 1,500 job seekers came to compete. The next day will be the end of the recruitment, about 2,300 people through the selection process; and early 1700 in addition to the work of recruitment ago to complete the application process. These figures are alarming, especially in the unemployment rate only 5.4% of cases [1]. In the end, the Ritz-Carlton employs approximately 400 job seekers, the employment rate of almost caught up with Harvard University admission rate was.
work in the recruitment of job seekers not accepted at the meeting with the students may get the same treatment. As Inghilleri explained:
we strive to ensure that job seekers are not the same has been admitted fair treatment. They may be the children of our clients, which I do not know. So, why should they biased? If applicant fails to be accepted, and we thus look down on him, what does this mean? do you set for yourself in the enemy, he would say, want to cause such a result.
for those new hires, hiring the former Ritz-Carlton uses a process to reduce the feedback provided from the post office when the start to the new employee may occur during the friction (see Table 9). During this period, employers and new employees is very delicate relationship between the Ritz-Carlton would like to treat their customers as new employees, providing them with personalized service. Meanwhile, the hotel manager must be responsible for the satisfaction of new employees.
seven-day countdown to a hotel for seven days countdown to the opening
process of evolving and refining the results. growing hotel chain, leading to the end of the twentieth century from eighty-hotel opened in the early nineties the process of compliance continue to be shortened. standardization to produce high efficiency also responsible for hotel operations to the new hotel manager and leader out of part of the burden.
individuals and institutions in the employees first contact occurred about one month after entering the hotel. They began to participate in the hotel pre-opening seven-day countdown carried out smoothly is a challenge:
There are many things that need to be completed, ground decoration, new tactics to test the fire system .400 were employees within seven days to turn them into the Ritz-Carlton staff. They must be trained, and accept Ritz-Carlton culture, so as to ensure that the hotel opened after a certain Mrs. Jones when the hotel can receive real Ritz-Carlton service. seven days, I told James I do not know enough seven days.
To help new employees are familiar with the business within seven days, the Ritz-Carlton to each of them to provide a consistent with the mission of the necessary long time. In fact, as an adult, only the emotional experience can lead to behavior change, otherwise you will not change your behavior. When you hire someone to start a new job, to let him through emotional process, so that they can really change behavior, and accept change.
spread your ideas, but time and opportunity is limited, so if the first few days you will waste the first few times in other areas discussion rather than discussion of the value, you will lose the chance of transmission. That is why in our positioning, our primary task to discuss value of the company.
the first day: staff orientation
seven days countdown the first day of the new employees will work outside of the hotel staff in this sector can only be called a mobilization meeting to participate in a meeting. all departments shouted the slogan of his own department (), each department's bid to become the voice of all sectors of the largest and most passionate group. the kitchen staff can use their advantage, with their pots and pans beat a certain rhythm. At least one manager must follow through the door to the hotel carpet turns the wheels, other personnel from the other end of a run, cheered to the competitor.
in the hotel lobby, along the winding stairs down, to their first training session of the ballroom, the staff received a warm welcome, the applause from the hotel manager, who points out the carved marble steps on both sides. welcome Voice over again, each employee was a sincere welcome, to congratulate them as a new member of the Ritz-Carlton family, each face filled with managers sincere smile, to each new employee, said: you can come, A big TV screen, on-site staff can see where all the all the activities. staff at the collection, the air echoed with Sting, ever popular Jia hotel staff in the crowd, they opened a new hotel has a wealth of experience. The next Steering Committee presented the company, then the representative of millennial partnership. Finally, Mcbride to all personnel from the first day of the beginning for A new upscale hotel opened to the importance of struggle:
is no doubt that we will be the best hotel in the Washington area. We like the same Olympic gymnast, received years of training, and then the Olympics, gymnastics Players must be landed, otherwise their action is not perfect. We also need land, we will definitely be the best.
Next, new employees watch a video, and other personnel from the Schulze hotel company's history, the company culture and corporate value, the second part of the video is the company milestone in the development process, including their awards over the years and have opened the hotel. When the Ritz-Carlton, Washington appears on the screen, the audience broke into enthusiastic applause and cheering.
Schulze's speech
When Queen For his service on a quality system of thinking to do the following described:
you not the servant. We are not servants. Our job is service. We respect the customers like them as gentlemen and ladies, we ourselves are Gentlemen and ladies, we should respect each other.
I grew up in a small village in Germany. XI-year-old, when, determined to enter the hotel industry. I do not know why. My mother told me: is very important, it needs careful treatment of the people. But when my maitre perfect manner, in fluent English, German or Spanish language exchange guests, I think they and everyone else is the presence of a gentleman, his work is completed in such a perfect, perfect. If we complete our work correctly, we will become like them important.
This is how employees learn the Ritz-Carlton motto (, motto an
gold standard
Schulze implementation of this maxim is part of the gold standard. These standards include: Creed, services trilogy, motto, employee commitment, and dedicated staff responsible for developing the company's core values of twenty. Schulze is on, but accept the tenets of an employee after the employee to know: emphasized. regular shift is generally carried out, the world's hotels are to be so. Regular can be used to emphasize the hotel culture, and constantly repeat business principles, so that employees habit, entered the Ritz-Carlton guests to provide high standards of service. Inghilleri This daily meeting is to explain the importance of:
our employees in the first line of contact with customers. Business is war, they are in the battlefield. it is necessary to provide them with supplies every day, every day for healing . otherwise they will forget the real reason they are in the battlefield.
according to our standards, the end of 16, after cleaning the room, you have exhausted. The next day when you come back to work, if I do not remind you that it is very important guests , and must be polite and friendly to them, to avoid mistakes, and truly care about the guests, then you will forget the importance of the work, just remember you are to clean the room.
service philosophy
in implementing the gold standard process, the first day of the staff to adapt to, Schulze further explained to the staff Ritz-Carlton culture: is the sales and service. We charge for the service. For guests, our responsibility is to provide the best quality service. Service is our profession. describe the future they will be to staff in the company to the treatment of:
Next, we will first locate you, let you know who we are, our hearts, our souls, our goal, our future, we What is the dream. So you are joining us, rather than to join our work. You have the right to know who we are, what we think. You have the right to understand our desire, our dreams and our goals.
us bring the best hotels for the guests, but we can get it? we are also able to obtain a good working environment. In addition to the physical environment, as well as create your own working environment, each of the staff working here will be the working environment part of it. We need to create a good working environment, mutual respect for each other. but sometimes is not the case, when two people met, they will conflict, not our conflict with each other, but the work of our respective had a conflict. At this time, tell your manager, not just them, but all of us dream of becoming the best people, we have the same goal, is to be successful in business.
leadership positioning < br> In a conversation with the staff, after all, Schulze chaired a meeting of managers position, then his tone changed:
in this business for profit reasons. It is your responsibility. in the hotel business process , you must assume this responsibility and become a businessman. in this world, no one better than we understand our customers. every four weeks for them to conduct a survey. Customers want? a clean hotel. I walked into the hotel, saw something on the ground, you turn a blind eye to the sidelines through. in our understanding of the guest's request, yet such a failure, is incredible, unimaginable. Our guests receive a 92% satisfied with the service, which brought us the occupancy rate of 80%. Why not celebrate these, only 8% of customers satisfied with our services.
this 8% in 2% to 3% of the guests raised We can not meet the requirements, or if we meet their requirements, will result in complaints from other customers. But another 5% of the guests we can provide satisfactory service, they are not satisfied simply because our employees repeated again and again make some stupid, wounding to errors that should always be to avoid repeating the unsatisfactory rate of 5% means that there are two hundred thousand customers unable to obtain satisfactory service. They spread to other guests on our negative views of attack the enemy image of the hotel. If we can not satisfied with this 5% of visitors into satisfied customers, our occupancy rate will increase to 88% .88% occupancy rate mean? means that we will increase the carrying three million dollars. caused the failure of employees to 5% of dissatisfied customers so that we lost in vain three million dollars in profits.
only must bear the responsibility to increase profits, Schulze that the leadership should also bear some responsibility, the staff rating and information into the file:
of staff position is very important to ensure that the relevant arrangements for the appropriate staff positions. why not? because employees joining the company does not have any comments, views can be open to the relevant . heart to heart to tell them what you think and hope, asking them to join your team, all you accomplish your mission. They have the right to know who you are, what is your dream?
have the right to bring a certain aim to work. In its place, he knows. If you can not tell people the purpose of your work, you can let them decide for their own purposes. If you allow them to carry out any purpose of the work, it is immoral to.
Schulze emphasis for work purposes is encouraged employees to stay at the Ritz-Carlton Duo Lijia work. For example. Vijay Singh is explained the reason he stayed in the Ritz-Carlton:
in an accident eight years ago, the opportunity to hear Horst Schulze's remarks, I decided to join the Ritz-Carlton. Schulze said: my aim in life, and because Mr. Schulze has always insisted his ideal hotel to stay in the Ritz-Carlton [2].
Day: Conference
sector development prospects of the second day of the countdown of seven days, all departments will each staff to convene a meeting of the sector are introduced. using small groups to help employees understand each other, including their hobbies, and how they as a whole to work effectively. meeting, Schulze to all departmental staff to ask questions, ask them answered in the coming year their plans. employees, without exception, the answer is: Bar and room service when talking to employees, Schulze explained:
customers to visit the bar, not coming at you, they are not to drink, they can in their own rooms and at home to drink, they do not come to dinner , they come to enjoy. You have to understand their needs. customers to set the speed, you must seize the opportunity, because you are in charge of your responsibility is to meet customer needs, and your ultimate goal is to make every digital customers with the satisfaction, because you provide services to the moment he raised his quality of life.
services in the room, you enter the room he rents, is to enter his home. This approach to service should be different, because this is the guest house, is his private domain. You can ask him, problems. They want you to leave immediately after completion. You can ask them: I hope people can think how to self-training. only to teach is self-training. Just think, when you leave, you in the room reserved for guests of all of the performance is the only way a good impression.
three to seven days: skills training
in the next five days, the hotel's leadership, trainers and managers to meet at 6 am every day to determine the day of training activities to address the problems in the training process. eight in the morning and a half, manager, management positions in their respective welcome the staff every night after work, the traditional wearing clothes of the time, a separate dressing guidance, and then introduced to the staff work day.
all employees must participate in the expected by the Mcbride hosted a meeting request and processing, and various departments were to the conference, the formation of and development work of various departments requirements and objectives. on the understanding of the work is conducive to new employees on their respective departments to complete the tasks required have a general understanding. Each employee must undergo safety education and training process includes wine tasting, and a products performance, so that each employee needs to understand the work, equipment and materials used to ensure that customers receive satisfactory service.
days of the basic content of each employee must attend. The training is to teach employees how to deal with the difficulties encountered guests standard process. Employees must immediately stop the task at hand to help customers solve problems, using the method developed may be solutions, and timely notification and coordination of relevant departments. all the problems and solutions during the occurrence of guests must fill out accident action table, the guests were recorded before and after the incident, the attitude, from the different levels. above form will be used for daily communication and improve the handling procedures (see Figure 12).
seven days of the countdown will be the last three days of technical training in their respective sectors. staff will study and work must comply with the standards, these standards are developed by the Ritz-Carlton Hotel. each employee required to master the key working procedures of the department. Staff is divided into two classes, dressed in uniform clothing, enter the hotel, to complete their work, requires a real treat customers like as for services. For example. the use of imitation food simulants dining services to the guests, registered guests simulation services, cleaning personnel in accordance with standard procedure to prepare the room for the guests.
members of the Steering Committee of the company from cleaning services to the simulation restaurant to observe the whole process of service, service in the process of looking for problems, which do not meet the Ritz-Carlton on a clear and dynamic requirements of services to improve, and their findings inform the training of personnel, according to the need to arrange extra pair one or the departmental training. Inghilleri recalls that when dealing with a problem Schulze staff time: do. r Then he had a perfect demonstration. When the president of your company to demonstrate how to work, your attention to really be mobilized.
aware of their very high standards of service, and they higher demand is reflected in the beginning they want to start building the first upscale hotel, the Ritz-Carlton to take various measures to avoid the control of the company's employees were pleased with the occupancy rate of carried away. Inghiller explained:
business section month, our occupancy rate to 50%. and then monthly occupancy rate of increase in the occupancy rate within 3-4 months will increase to 80%. and we employ the standard, from the outset in accordance with the occupancy rate of 80 % to be implemented.
so that we can reduce each waiter number of guests in need of services, or cleaning workers need to clean the rooms. More importantly, we can immediately set standards. They have done their very beautiful work, even if the requirements of this standard to spend more time. Their efficiency will increase with the satisfaction rate increased gradually. perfect execution is the goal, followed by the efficiency. so that the implementation of the standards can In the initial phase required to reduce the unnecessary small turnover.
prepared in seven days and the official opening of the time between the temporary staff dressed in costume to participate in the opening two hours before the mobilization, and official opening of the trial operation transfer of records between .2000 October 11, Special Administrative Region of the Ritz-Carlton Hotel in Washington opened its doors.
difficulties
McBride in Washington, sitting in his new office, considering its usual frank Collins manner in the seven-day countdown to the problems. Collins will worry about whether the seven-day countdown to the hotel to achieve high occupancy rates and in the short term occupancy rate of 80% of production constraints. because the seven-day countdown before starting the business only a small portion of the budget (see Table 13), so cost-benefit ratio may be lower than official business. At the same time as Collins wants to ensure the service provided is immaculate, as the potential for a favorable bet condominium residents, he considered that the need for special training for staff in order to further improve their service levels.
Mcbride partners recognize the millennial Ritz-Carlton managed property in the six billion U.S. dollars for the investment made Collins the right to express his views. but this will change the management of the hotel art change the entire process, so that the final quality control and human resources management balance is broken.
difficult in a short period within seven days of training new employees to reach their expected requirements, but this is the Ritz-Carlton Hotel acting style. Of course, sometimes seven days a countdown time to complete the desired objectives, and sometimes can not complete its goal, can not get everything ready before the official opening. Maybe the staff training period should be longer, but for Li Ritz What does it mean? Mcbride plans to open in late 2001 in Georgetown, the second millennial partners have ownership of the Ritz-Carlton, when the time whether he would change the seven-day countdown to the Ritz-Carlton prevailing world practice? < br> [1] Bureau of Labor Statistics, >
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