This research project examines the impact of employee training and development on fostering an exceptional customer service culture, using Ritz-Carlton as a case study. The project explores the relationship between employee training and customer satisfaction within the hospitality industry. The study investigates the implementation of global talent management principles, recruitment, communication strategies, and the sharing of ideas to enhance service quality. It reviews relevant literature on employee training, customer service culture, and the benefits of development programs. The research employs frameworks such as SWOT, PESTLE, Goleman’s model of emotional intelligence, and the VRIO framework to analyze the success factors of Ritz-Carlton, its approach to global talent, and to provide recommendations for improving customer service. The project aims to identify the impact of training on customer service and offers insights into creating a customer-centric environment.