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.