Dear Ritz-Carlton: How do you create a good work environment?

Dear Ritz-Carlton: What do you do differently to create a good work environment for employees?

The above question is from an attendee atSymposium: Your Journey to Service Excellencein April. Answer from Joseph Quitoni, Corporate Director, Culture Transformation at The Ritz-Carlton Leadership Center:

Joseph Quitoni

At The Ritz-Carlton, we have created what we call our “Gold Standards,” which are the foundation of our organization.  They establish our culture and govern our actions in delivering service excellence to our guests and each other every day.  We refer to each other as Ladies and Gentlemen, and one of our Gold Standards, our Employee Promise, focuses exclusively on our employees. This promise provides us with parameters and consistent direction when creating a work environment. It is a continuous reminder that our company is making the same commitment to our employees as it does to our guests. The Ritz-Carlton work environment is comprised of a few major components: involving our employees in the planning of the work that affects them; striving for continuous improvement; and being aware of the physical safety of the employees as well as their mental and emotional well-being. In addition to our Employee Promise, we also have key processes, known as the “Systems Behind the Smiles,” which allow us as a brand to maintain a workplace of engaged Ladies and Gentlemen. One of those key processes includes our Daily Line-Up. This is our number one form of communication with our employees around the world.  It is the glue that connects us daily and keeps our culture alive. This, along with other key processes are standard, non-negotiable and allow us to maximize talents and create a healthy work environment of continual learning, innovation and engagement. 

Join us for a one-day symposium, “Your Journey to Service Excellence.” The day includes a keynote speaker, a Q&A session with The Ritz-Carlton executive panel, an optional networking reception and presentations about legendary service, employee engagement and a customer-centric culture.

Dear Ritz-Carlton: Are Daily Meetings Boring?

Dear Ritz-Carlton: Do daily meetings get a little boring when you do them every day?

Answer from Joseph Quitoni, Corporate Director, Culture Transformation at The Ritz-Carlton Leadership Center:

Photo of Joseph QuitoniOur company’s values and successes are the by-product of our well-defined Gold Standards and the disciplines that allow every one of us to live those standards, every day. Our Gold Standards are what separates us from the competition and ensures sustainable growth for each individual and the company! Our daily meeting, better known as Daily Line-Up, was created to align us as a company and reinforce our philosophy that helps sustain our culture. This 15-minute meeting happens every day at every Ritz-Carlton location around the world—including the corporate office. While the Gold Standards never change and that message is the same, Daily Line-up gives us an opportunity to create and communicate new ways of delivering the Gold Standards that are inspirational. Through new, innovative and positive storytelling and role modeling by leaders and employees, Daily Line-up is never repetitious or even worse, boring. This consistent approach to enlivening culture not only creates habitual behaviors for our employees—the Ladies and Gentlemen of The Ritz-Carlton, but also helps them create unique, memorable and personalized experiences for our guests!

Join us for a one-day symposium, “Your Journey to Service Excellence.” The day includes a keynote speaker, a Q&A session with The Ritz-Carlton executive panel, an optional networking reception and presentations about legendary service, employee engagement and a customer-centric culture.

Dear Ritz-Carlton: How Do You Drive Culture?

Dear Ritz-Carlton: What rituals or traditions does The Ritz-Carlton use to drive culture?

Answer from Jeff Hargett, Senior Corporate Director, Culture Transformation at The Ritz-Carlton Leadership Center:

Photo of Jeff Hargett

Our Daily Line-Ups are our most impactful and consistent way of energizing our culture on a daily basis and with every employee. They include opportunities for our employees—the Ladies and Gentlemen of The Ritz-Carlton—to engage with our values every day. We also drive our culture through Monthly Departmental Meetings and Quarterly Staff Meetings (called General Sessions). These additional opportunities go even deeper into our culture as we learn more information that not only impacts our local team, but also corporate information that keeps us connected with the larger enterprise.

The Ritz-Carlton’s successful culture centers around an engaged workforce, which we build through positive reinforcement. One of the ways we accomplish this is through our First Class card program where colleagues can recognize each other when they have exhibited our culture through the service they have provided to our guests or each other. Of course, the best culture driver: Living It! 

Join us for a one-day symposium, “Your Journey to Service Excellence.” The day includes a keynote speaker, a Q&A session with The Ritz-Carlton executive panel, an optional networking reception and presentations about legendary service, employee engagement and a customer-centric culture.