Ritz Carlton- Culture

Ritz Carlton currently has 32,000 ladies and gentlemen, as they call their employees. They plan to bring on 30,000 more within three years. Primarily, the growth will be abroad (e.g. 7 Chinese hotels), which raises a great concern for the retention of a traditionally deep-rooted culture. Though the culture at Ritz Carlton has always been strong, they now realize the importance of maintaining culture even more as growth occurs.




To maintain its culture across the world, a "golden thread" of the 16 components of culture has been developed. This gives the culture a structure and can be easily referenced and addressed. This expressly written document is succinct and specific enough to be written on a small card for all to carry. Every day, there is a mandatory 15 minute meeting (it occurs 3 times a day in the hotels) to discuss one of the 16 components of their culture. Almost like Catholic nuns, once they have gone through all 16, the list starts over again and the process is repeated.


When Ritz Carlton goes into a new country, they use cultural consultants to review the standards carefully and offer cultural considerations that may alter the thread slightly. In the end, the "golden thread" cards have slight cultural nuances. However, the language is timeless and transfers well into all countries, therefore preserving a clear and controlled culture.

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[Robadamus]

If the luxury/highend culture program works, it will be reflected in bottom line longterm results.

Apparently Ritz Carlton has stayed with the longterm operation and it appears to be solid.

[pete5668]

@Rotenman let me guess, she's a new yawker.

[pete5668]

what a stuffy brand. ugh.

[AnthroLalo]

Its so amazing that businesses are finally realizing the importance of truly understanding the environment. Anthropologists are key to this kind of meetings and expectations. I know, cuz I'am one!

[Gatorbeast]

I love it

[skverer85]

It's not three times a day for every employee. She referred to the fact that there are 3 different shifts in a day, each shift receive 1 meeting every day/shift. You only work one shift a day, which is 8 hours.

[underwoodcol]

The company's service standards are well thought out. Joseph Michelli's book "The New Gold Standard" captures the Ritz-Carlton culture in an outstanding manner. A good read recommended for any business person.

[Rotenman]

mmhh have you met her?

[LeisureEnthusiast]

Pretty interesting that they have a meeting every day (and sometimes 3x a day) to reinforce the culture and values.