Employees I surveyed at each Ritz-Carlton felt empowered to direct the future. They were asked, sincerely listened to, and freed up to make their own decisions. Communicate the company's direction and destination constantly . Everyone on board has a map of the journey. At their thorough orientation, employees memorize the Credo, Principles, the Basics and the Three Steps of Service.
Continual teaching is carried out by the best employees.
Measure and reward people along the way for what you want them to do . At The Ritz-Carlton Company, all desirable behaviors and goals are rewarded in several different ways. The first is top management, the second is middle management, and the third is lower management. The employees are never the problem. They not only adapt well, they know what needs to be done and can't wait to do it.