Ritz-Carlton: Employee Training, Customer Service, and Success

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.

Running head: RESEARCH PROJECT
Research project
Name of student
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Author note

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Executive summary
The report was prepared to discuss about the impact created by training and
development of employees on the management of a customer service culture to ensure
gaining competitive advantage and success in the future too. Ritz Carlton has been considered
as the case study here which managed to implement the various principles of global talent
management to ensure recruitment and selection of the right talents and ensured managing
good communication along with sharing of individual ideas and opinions to make a collective
decision required to deliver the best quality services to the customers.

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Table of Contents
Project outline............................................................................................................................4
Introduction............................................................................................................................4
Rationale of research for the project......................................................................................6
Research aim..........................................................................................................................7
Research objectives................................................................................................................7
Research questions.................................................................................................................8
Literature review........................................................................................................................8
Employee training and development......................................................................................8
Customer service culture within the organisation................................................................10
Impact of the employee training and development on the fostering of a customer service
culture...................................................................................................................................11
Conceptual framework.........................................................................................................13
Discussion of questions............................................................................................................13
Determining the main reasons of success for Ritz-Carlton success.....................................13
Evaluation of sources of success and resources based on the VRIO framework.................15
Ritz-Carlton’s approach to manage global talents from different continents.......................18
Application of six principles of global talent management to Ritz-Carlton.........................20
Recommendations....................................................................................................................22
Conclusion................................................................................................................................23
References................................................................................................................................23

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Research title: Impact of employee training and development on the fostering of an
exceptional customer service culture at Ritz Carlton
Project outline
The research is conducted for the purpose of assessing the various aspects of
employee training and development managed at Ritz Carlton to foster the development of an
exceptional customer service culture and facilitate and enhance the level of satisfaction
among the customers too. Considering the case study of a major hotel chain named Ritz
Carlton in UK, the hotel chains have focused on delivering extensive hospitality services for
satisfying the guests and to ensure influence their purchasing behaviours for repeated
purchases. The formation of a good and healthy customer service culture is based on the
attributes and feedbacks of customers regarding the services delivered to them by the hotel
and on the basis of their experiences too (Jehanzeb and Bashir 2013). Thus, the training and
development of employees can assist them to learn and form a collaborative working where
learning and development are promoted and the goals and objectives are achieved easily.
There are multiple theories and management concepts that will be used as well for conducting
the research project effectively and at the same time, ensure contributing to the successful
accomplishment of research too.
Introduction
From the case study, it is understood that the guests are satisfied with the hotel
services delivered and it is an important part of the hospitality management at Ritz Carlton.
The fulfilment of the needs and preferences of the customers is the top most priority of the
hotel chain and it has been found that the staffs of the hotel are skilled and knowledgeable
enough to meet the needs of guests effectively (Elnaga and Imran 2013). For enhancing the
level of customer satisfaction, the business organisations need to leverage the best potential
of the human resources and achieve excellence in terms of higher sales and revenue

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generation too. The research project highlights the importance of managing employee
training and development required to foster the development of exceptional customer services
culture considering the hotel chain named Ritz Carlton, furthermore, raise the level of
satisfaction among clients and influence their buying behaviours too (Ford 2014). The
organisations seems to have invested a good amount of resources on the training and
development programs, which has not only facilitated the attrition rate, but has also improved
the learning, development and knowledge acqusitions. With the help of these training and
development programs, the organisation will be able to design a better learning experience
and also prioritise on the growth and development of employees within the hotel, required to
meet the needs and preferences of the customers efficiently (Kulkarni 2013).
Considering the SWOT analysis for the hotel chain named Ritz Carlton, the strengths
of the organisation include skilled, knowledgeable and empowered employees and also a
wider global outreach due to the presence of large numbers of hotels all over the world. The
parent company had added value to the brand while the brand trust and loyalty have ben
established with the effective communication process managed with the various stakeholders
involved in business (Asfaw, Argaw and Bayissa 2015). There are more than 33000
employees who have been working across 25 countries while the rewards and incentives
programs have also strengthened the skills and enhanced motivation among the staffs. The
weaknesses of the organisation include expensive hospitality services along with the poor
economic condition and declined bottom line. The opportunities of the hotel chain could be
the management of corporate tie ups and providing special packages for increasing the
customer base while aiming to expand the tourism and hospitality market globally as well
(Kum, Cowden and Karodia 2014). The threats are experienced with the presence of multiple
business competitors, high operational costs and also the emergence of natural disasters, bad
weather conditions and terrorism activities that could also affect the tourism business.

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The Goleman’s model of emotional intelligence focused on the various aspects of
skills, knowledge and competencies that could drive the leadership performance and also
allow the employees of the organisation to develop their self-awareness skills, self-regulation,
social skills, empathy and motivation skills too for the purpose of achieving success. To
foster the development of a healthy corporate culture, motivation is necessary and it can be
possible with the help of fulfilling the needs of employees at different levels based on the
application of Maslow’s hierarchy of needs theory (Falola et al. 2014). It can allow the
manager and higher management level of the organisation to fulfil the needs of employees at
different hierarchical levels, furthermore, ensure keeping them motivated and encouraged to
develop a good culture within the workplace. The use of PESTLE framework could also
ensure identification of various factors such as the political factors, economic factors, social
factors, technological, legal and environmental factors that should contribute to the
management of business functioning in an effective way too (Anitha 2014).
PESTLE analysis
The political factors are the influences created by the political bodies and the
Government for the purpose of managing the costs of operations along with identifying the
various ways to make up the costs associated with it. The structure of workforce has been
affected as well due to the political influences, which has resulted in increase of wages
structure to make sure that there is high level of motivation among staffs along with
enhancement of skills and knowledge too.
The economic factors include the currency fluctuations that have affected the business
functioning within the hotel industry whereas the foreign exchange also helped in creating
significant impact on the economy of the nation. The value of currency has also increased the

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rates of exchange and this has led to the rise in costs of services for the international clients
visiting the hotel.
The increase in consumer spending and lifestyle behaviours has also influenced the
demands for accommodation services, which most of the guests also associated with the
exploring of city during the management of business trip, which has been a major trend
nowadays.
The technological factors have contributed to a pleasant experience achieved by the
travellers while at the same time, fostered generation of online feedbacks and keeping
customers engaged by making their buying behaviours influenced as a whole too. The
management of online marketing techniques and social media involvement have further
created better scopes and opportunities to contribute to a better customer experience as well.
The legal factors include various laws, rules and regulations needed to manage the
organisational values and ethics, furthermore, ensure that the hotel staffs abide by the
organisational policies and principles and respect the values and ethic too to ensure stable
business functioning.
The environmental factors include Ritz Carlton’s approach to sustainability
management with the focus on preventing pollution and to ensure creating a positive impact
on the environment as well. The hotel chain has also focused on the corporate social
responsibilities to ensure better health and wellbeing within the community.
Rationale of research for the project
The rationale of the research represents the research problems experienced, related to
the research topic. The major issues could emerge when the employees working at the hotel
do not possess enough skills, knowledge and expertise, because of which, their performances
deteriorated and it directly affects the overall business performance and ability to generate the

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desired level of profit in business. The lack of skills and knowledge among the hotel staffs
could also be one of the major reason behind the poor quality hotel services delivered along
with loss faced in business too. The impact of employee training and development is
immense as it can allow the company to overcome these major issues and ensure delivery of
smooth and exceptional customer services for enhancing the level of satisfaction among
theirs too (Sung and Choi 2014). The development of employee training and development
should also boost their morale and allow for making them capable of communicating with
each other frequently and work as an unit, in coordination, for fostering the formation of a
healthy customer service culture at Ritz Carlton. The customer service culture should
transform the entire business functioning and ensure adopting the changing behaviours of
customers, furthermore present the services according to their varied or changing needs and
preferences to keep them happy and satisfied largely too (Hill and Alexander 2017). With the
desired customer satisfaction level achieved, the employees would be aware of delivering the
best services so that they could make repeated purchases and thus their feedbacks are
acquired to making any necessary changes to improve the quality of services furthermore.
With the employee training and development, a better learning environment would be created
as well, which could ensure forming a healthy workforce that promotes better
communication, collaborative or team working and also work in coordination to achieve the
desired outcomes with ease and efficiency (Orel and Kara 2014).
Research aim
The main aim of the research is to determine the impact of training and development
programs arranged for the staffs to foster the development of an exceptional customer service
culture considering the hotel chain named Ritz Carlton in United Kingdom.

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Research objectives
 To identify the impact of employee training and development programs arranged, on
the fostering of a good and healthy customer service culture at Ritz Carlton, a major
hotel chain in UK
 To evaluate the various approaches undertaken to understand the needs for
development of the employee working at Ritz Carlton in United Kingdom
 To assess the probable effects that could be created on the basis of training and
development sessions and programs provided to the employees working at the hotel
 To recommend necessary measures for the purpose of developing a healthy work
culture where employees work together as an unit to deliver the best quality
customers’ services for ensuring satisfaction among them as a whole
Research questions
 What is the probable impact of the Training and development activities for the
employees on the building of a great customer service culture and enhance the level of
satisfaction among the clients?
 How could be the various employee training and development approaches lead to
overcoming the areas of weaknesses for the employees and by adopting a good
culture within the working environment too?
 Is it true to believe that the formation of a great customer service culture is dependent
upon the experiences of employees, forming a learning environment and for obtaining
the feedbacks and views of the clients regarding the hotel services delivered by the
hotel?
 What are the most suitable approaches and measures that could be recommended for
improving the level of satisfaction among the clients and respond to their queries
within quick time?

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Literature review
Employee training and development
According to Jehanzeb and Bashir (2013), the employee training and development
sessions have often been considered as effective as it not only strengthened the skills,
knowledge and competencies among the staffs, but also has resulted in making them
empowered and motivated to perform to their potential as well. The employee training and
development sessions and programs have also been considered as effective because of its
effectiveness in responding to the queries and complaints of the customers, furthermore,
fostered the development of a good culture and ability to deliver better customers’ services
for improved business efficiency (Jehanzeb and Bashir 2013). As stated by Hanaysha (2016),
the accomplishment of organisational goals and objectives along with the achievement of
higher productivity and revenue generation are dependent upon the management of human
resources, i.e., the employees of the organisation. The organisations need to make sure that
the employees are in line with the financially dominant and competitive in the market. This
has made the employees understand the market conditions and allowed the organisation to
sustain the valuable human resources by knowing about how higher level of morale could be
developed among them as well as keep them satisfied as a whole with their job roles and
responsibilities. At times, many of the organisations believe that the main aim of employees
while working at the company I to make enough profit and earn huge amount of money as
well (Rahman and Nas 2013). This major statement considered by the organisation has
resulted in neglecting the importance that have been placed by the employees considering the
benefits of their profession within the concerned organisation. The organizations also need to
make sure that the employees are capable to adjusting to changes and cope up with the
fluctuating market conditions, which could ensure better performances and higher
organisational productivity too (Hanaysha and Tahir 2016). Considering the statement of

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Cascio (2014), the companies have managed to invest a lot of money for the purpose of
training and development programs, which also has the potential to strengthen the skills and
knowledge of employees and make them capable of performing their tasks to their potential
to achieve the desired goals and objectives perfectly. The training and development sessions
hold special importance for allowing the company to grow rapidly and at the same time,
compete with the rivalries that have been present in the market with much ease and
effectiveness (Noe et al. 2014).
Many of the scholars also suggested that the training and development scopes and
opportunities arranged for the employees increase the turnover of employees though others
argued the fact that it could be beneficial for the retention of employees in large numbers,
who previously used to be a part of the organisation (Ahmad et al. 2014). The business
organisations have also believed the fact that to gain success in the worldwide economy and
also raise the level of interest and enthusiasm of employees at work, the employee training
and development sessions and programs are considered as effective for making them gain
better skills, abilities and behaviours required for their personal as well as professional
growth and development too. Considering the focus of the research topic, the literature
review has presented an idea about how the employee training and development has led to the
development of an exceptional and highly effective customer service culture at the
organizations to meeting the needs of clients and ensured higher level of satisfaction among
them too (Shuck et al. 2014).
Customer service culture within the organisation
As stated by Jayakumar and Sulthan (2014), the customer service culture does not
necessarily means providing great customers’ services to meet their specific needs and
requirements, but rather the companies have focused on going farther , beyond the actual
needs and preferences of the customers. The customer service culture has been formed when

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the efforts put by the company have been centred on the satisfaction of the clients, which
enabled not only the customer service department, rather the entire company to focus on the
needs and preferences of the customers. Due to this, the company has managed to create
value on each of the departments, which further helped in delivering the best quality services
by responding to the queries and complaints made by the customers all the time. For example
the Southwest Airlines has maintained a customer service culture by putting the customers at
first, from every aspects of the business (Kiruja and Mukuru 2018). To facilitate the level of
customer satisfaction, the company has also managed to deliver the services at lower prices
and without any cancellation fees along with no baggage fees and delivering solutions to any
kinds of queries on time too. The organisations, truly valuing the needs and requirements of
the customers and recruiting the best people to form the talent pool have helped in the
formation of a customer service culture (Aruna and Anitha 2015). This has helped in valuing
the efforts of employees and also by meeting the demands and expectations of customers
through management of business functions and processes effectively, furthermore, foster the
development of a healthy work culture too.
Impact of the employee training and development on the fostering of a customer service
culture
The employee training and development has created a great positive impact on the
management of good customers’ services delivery and at the same time, ensured fostering the
development of a good culture where good communication has been promoted along with
improved ability to respond to the customers’ queries, complaints and feedbacks. According
to Cloutier et al. (2015), the decisions have to be made with the customers’ satisfaction kept
in mind and also by understanding how the organisation has impacted the customers; services
strategy to deliver a better customer experience overall. The organisations have strengthened
the corporate culture and ensured development of various policies, principles and procedures

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that have been customer focused. This has been achieved with the help of training and
development sessions and programs arranged for the organisational members to cope up with
the changes experienced within the organisation, know about the values, beliefs and
principles, furthermore, understand the effectiveness of handling critical situations by
responding to the issues an challenges. Jehanzeb, Rasheed and Rasheed (2013), also
suggested that the bottom line must be to do the right thing for the customers. The companies
have managed to start with the right people selection by going through effective recruitment
and selection processes and by making sure that the leadership team develop an effective
culture too. The individuals who possess relevant skills, knowledge and expertise have been
recruited to carry out their job roles and responsibilities, furthermore, gain positive mind-set
that could fit the customer service culture (Das and Baruah 20143).
The company must monitor the performances of the employees and even prioritise on
the empowerment of people by making them understand the basics, furthermore, make them
do the right thing at the right time. This would be possible with the help of managing
customer service training considering the organisational vision and mission statement that are
required to achieve the business goals and deliver the best quality services too. The training
and development sessions have helped the employees to speak to their potential by making
them understand about the organisational policies, principles, procedures and along with the
guidelines that are required to operate and empower the employees to share their ideas,
opinions and views (Chen 2014). These collection views, opinions and ideas have facilitated
the process of decision making and even allowed for making a customer focused decision to
ensure that the concerns of clients are managed properly.
As stated by Punjaisri and Wilson (2017), the advantages of these training and
development sessions also include creation of scopes and opportunities for providing
feedbacks to the individuals working at the organization and make them know about their

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strengths as well as the areas of weaknesses, based on which, they should be learned and
educated. The leaders of the organisation play a vital role in alignment and to achieve the
desired customers’ services along with the vision and mission bearing the mind the decisions
made with the customers. During the employee training and development programs, the
employees have to be informed about the customer service vision and mission statement,
furthermore, keep them inspired and motivated to deliver the best quality customers services
(Boadu et al. 2014). By providing continual feedbacks, the employees have learned about
how they have been performing and also gain the desired level of motivation and
encouragement, required to act in sync with the standards of customers’ services, furthermore
create great learning scopes and opportunities to make people grow, develop and become
successful in their personal and professional career in the future too (Beer, Finnström and
Schrader 2016).
Conceptual framework
Discussion of questions
Determining the main reasons of success for Ritz-Carlton success
The main reasons behind the success of Ritz Carlton and its ability to compete within
the business environment include the development of an exceptional customer service culture
Employee training
and development
Strengthening
employees skills
and dleiver better
customer services
Fostering the
development of a
customer service
culure

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and by meeting the needs of clients effectively, who have availed the services of the major
hotel chain. The company has been known for its exceptional customers; services, which has
raised the bar in terms of business performance and service quality by leveraging the vest
potential of the human resources through training and development along with other
approaches, leading to excellence in business performance and client satisfaction too. The
major cause for the success of the organisation is the training and development provided to
the employees, which has also enabled gaining good reputation and at the same time,
provided the best quality hotel services (Bell et al. 2017). The company has invested largely
on the management of human resources and also the employers have left no stones unturned
to ensure that the rate of attrition remains consistent all throughout. The efforts put by the
employees remain customer focused which has resolved queries from their end regarding any
kinds of services delivered by Ritz Carlton and thereby, resulted in positive brand reputation,
which also favoured the formation of trust and loyalty among the customers. Another major
reason behind the success of Ritz Carlton has been the presence of world class employers
present within the organisation, who have made sure to maintain the industry standards by
making people attain relevant skills, experience and knowledge (Noe et al. 2017). It has also
been understood that at Ritz Carlton, the training and development of employees helped in
managing the daily activities and business functions based on the inspection process along
with the audit process, thereby made the planning process in various departments of the
organisation remain aligned with the functional divisions of the organisation. Ritz Carlton
managed to compete within the hospitality industry by focusing on the growth of potential
skills of the employees and also prioritised on the quality management, which has been
achieved with the help of involving a quality leader and by monitoring various work areas to
determine the areas of strengths and also the weaknesses (Collings 2014).

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Considering the management theory in business, the Theory of Scientific
Management proposed by Frederick Taylor, aims at enhancing the operational effectiveness
and bring improvement in economic conditions, especially the productivity of the workforce
consisting of the employees of the organisation. This management theory comprised of the
various aspects that have motivated people at work, i.e., the money and even greater scopes
and opportunities provided by the organisation to the employees for their growth and
development in their professional career. To gain good amount of money, the employees
need to fulfil their job roles and responsibilities properly and thus motivation and
encouragement are necessary aspects too (Minbaeva and Collings 2013). To make sure that
the people are motivated and encouraged at work, the company has made investments for the
purpose of training and development sessions arranged for the employees of the organisation
to achieve the desired level of skills, knowledge and expertise, furthermore, contribute to the
overall business performance through enhanced performances of employees along with
paying the right wages and benefits to them for the performances and efforts put by them
while working at Ritz Carlton. Not only does the scientific management theory helped in the
promotion of better training and development of employees, but also ensured that the
interests of the employees and the employers are harmonised properly to develop a mutual
understanding of benefits along with strengthening of relationships between them too (Khilji,
Tarique and Schuler 2015). With this, the team members have managed to develop an
effective strategic plan that has been inclined with the review of product and service quality,
thereby, resulted in fostering the development of a customer service culture to deal with
complex issues and resolve queries of theirs within quick time. Due to this, the hotel chain
has been known for its exceptional quality services, which also led to the positive brand
image and promoted trust and loyalty among them to enrich their experience and satisfaction
as a whole (Vaiman and Haslberger 2013).

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Evaluation of sources of success and resources based on the VRIO framework
The main sources of success behind Ritz Carlton is its exceptional customer services
and being customer focused, which has enabled presenting a positive brand image among the
customers’ mind set as well as influenced their buying behaviours too. The factory concept
has been introduced, which has helped in assigning single tasks rather than providing a group
of tasks, which created convenience for them to manage the tasks and resolve the quality
related issues and concerns much more comprehensively (Al Ariss et al. 2014). The major
sources of success for Ritz Carlton include the defining of traits and behaviours associated
with the products and services delivered by the company in The Credo while The Credo has
later been changed into the normal standards for meeting the quality requirements and
criteria, furthermore, helped to assess the various aspects needed to meet the performance
criteria and quality requirements too (Collings, Scullion and Vaiman 2014). Lastly, the team
members working on a specific project also were handed with the roles and responsibilities of
managing the training and development of employees focusing the quality management
training at Ritz Carlton. The main objective of the hotel chain has always been to go beyond
just the customer satisfaction and prioritise on exceeding the expectations of the customers to
deliver exceptional customised services. The focus has been put on the employee training and
development, which has been favoured by monitoring the performances of the employees and
then identifying their areas of interest as well as weaknesses to ensure that they become
adjustable to the current market scenario and learn to understand the concerns of customers at
first (Cascio and Boudreau 2016).
The training and development has put the employees in such a state that they need to
track the data and information of the clients and keep record of their stated as well as unstated
needs and preferences while they stay at the hotel. This has been the major source of success
for Ritz Carlton, whereas the development of a customer service culture further promoted

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going beyond the normal customer services to a state where the experiences of customers are
enriched and could be presented as ‘WOW’. Considering the Bureaucratic Theory of
Management, there has been distinction between the power and authority and thus focus has
been o the management of power and authority over the employees to make them abide by
the laws, rules, regulations and organisational values, furthermore, assist them to take part in
the training and development programs for strengthening their skills and areas of expertise
(Sparrow et al. 2013). The VRIO framework has been applied by the organisation to
understand how valuable, rare, hard to imitate and organised are the human resources to
deliver greater value and attain sustained competitive edge over its competitors in business.
The human resources are valuable, as because within the hospitality sector, the
management of human resources is critical to the success of the organisation through
enhanced value creation. Ritz Carlton has made sure to bring the best of the human resources
and to add value by exploiting the major scopes and opportunities and overcome the risks and
threats that might be faced due to poor performances of employees. The company’s focus on
the management of customer service culture has favoured the employees by making them
perform to their potential and enhance the customer value that has been perceived (Vaiman
and Collings 2013). Often this has been made possible with the employees becoming skilled
and competent enough to respond to the queries of customers regarding the products and
services within quick time and at the same time, keep the guests satisfied by meeting their
demands and expectations too. This is how the human resources have met the condition and
criteria for perceived customer value creation, thereby, resulted in allowing the company to
gain competitive advantage too.
These kinds of resources are not rare, considering the fact that human resources
always contribute to the management of business functions and processes and are responsible
for both managing productivity as well as for delivering good customers’ services. Though,

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these resources are same for most of the companies and can lead to competitive parity, still
these resources are managed wisely achieve superior performance. These resources, from the
perspective of Ritz Carlton, have though been costly because of the investment decisions
made by the company to train the employees and strengthen their skills and capabilities to
achieve the desired goals and objectives (Cerdin and Brewster 2014). The resources have
been organised because of the organised processes, policies, structure of the organisation and
also the systems of management. Due to this, the employees have been taught and learned
about the effectiveness of training and how it could contribute to the overall business
performance.

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Ritz-Carlton’s approach to manage global talents from different continents
From the case study, it is found that the talent acqusitions has passed on through some
major complexities and challenges because of the locations of the hotel chain in different
locations all across the three continents. Ritz Carlton believed in selecting the right people for
the right job role and therefore aim at delivering the best customers’ services. Considering the
Administrative management theory proposed by Henri Fayol, division of work as well as
recruitment and selection of talents from all over the world has been prioritised on and at
times, managed centralisation to ensure that one of the employees are discriminated, based on
the race, religion, colour, creed or ethnicity (Ewerlin 2013). The global talents are managed
by the company to ensure formation of a diverse workforce consisting of employees from
different backgrounds, cultures, race, religion or ethnicity. The company has mostly focused
on recruiting the right talent and make sure to assign the right job roes to the right employees
based on the skills, knowledge and information that they possess. As the hotel has established
its presence in multiple locations all over the world, a proper job profile representing the job
description, requirements for qualifications and personality traits has been prepared so as to
draw in candidates who can take part in the recruitment and selection process from anywhere
around the world (D. Raggio et al. 2014). The selection process started with the initial
screening where the skills, qualification and criteria for the concerned job role were assessed
and reviewed. Based on that, a list of the most suitable candidates is prepared, who are called
in for the interview at Ritz Carlton. Being a hospitality industry, the company has made sure
to assess the positive behaviours, attitudes, empathy and passion for the service of the
candidates for treating the guests visiting the hotel chain with respect and with politeness.
The diversity management within the workplace has ensured preventing discrimination based
on race, religion, gender, colour or ethnicity, which combined the various components of the

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skills possessed by the individuals, thereby, helped in managing a good global talent pool too
(Tungtakanpoung 2016).
The interview session with the candidate has been arranged considering the different
time zones and cultural practices, which are necessary for arranging the interview and ensure
that everything remains organised while carrying out the processes of recruitment and
selection. The communication style must be focused on and if necessary, training has been
provided to the candidates to make them understand the language and learn to communicate
with others while working within the different hotel chains of Ritz Carlton spread all over the
three continents.
Application of six principles of global talent management to Ritz-Carlton
Ritz Carlton believes in managing various principles of the global talent management
other than the key activities managed by the organisation. The implementation of key
practices is based on the application of global talent management principles required to
facilitate the business fuction9ng largely too.
Principle One: Alignment with Strategy- Considering the fact that strategic flexibility is
important, the business organisation has adapted to the changing business environment and
made sure to conduct the talent management process effectively. Ritz Carlton has made sure
to allow the HR manager and the talent management department know about the corporate
strategy and here it has been to manage the training and development for enhancing the skills
of employees and deliver great customers services (Hill and Alexander 2017). The
recruitment and selection processes have been aligned with the corporate strategy and
business goals to be achieved for remaining focused on the delivery of great customers’
services, keeping in mind the objective of client satisfaction and improvement of employee
skills.

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Principle Two: Internal Consistency- The talent management department of the company
has been cautious about considering the other areas of the organisation other than the
recruitment and selection management processes. The company has implemented good wags
structure along with compensation and benefits to make sure that the attrition rate is lowered
and existing employees could be retained as well. This principle has allowed Ritz Carlton to
remain consistent while managing these functions and enabled each and every employees,
whether management or non-management employees to pursue the ongoing training sessions
(Orel and Kara 2014).
Principle Three: Integrating Culture- The integration of culture with the talent
management process has been facilitated by focusing on the management of shared values,
beliefs and core business policies and principles applied within the organisation. Ritz Carlton
also applied this principle to allow the leaders take part in training sessions too and conduct
performance management and appraisal techniques. It has been a good approach to ensure
cultural fit and at the same time, promoted the core values and beliefs with the help of
training and socialisation process (Shuck et al. 2014).
Principle Four: Involvement of management- Though the global talent management
process is the duty of the HR, still the management department consisting of the individuals
at managerial levels have been engaged together for succession planning and also to attract
new clients, retain existing ones. The line managers are involved, who have been assigned
with the role of transferring messages and information about the corporate goals, mission,
vision, values and beliefs to the employees for making them accountable with the
development of skills and expertise.
Principle Five: Managing balance of global and local needs- Due to the presence of the
hotel chain in multiple locations, often the candidates who take part in the selection process

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belong from different backgrounds, cultures and there are language differences too. The
company has responded to the local demands at first and then maintained a coherent HR
strategy to manage the selection of talents globally (Beer et al. 2016). Tis has though be done
without any form of discrimination and for the purpose of managing diversity within the
workplace.
Principle Six: Managing differentiation to enable employer branding- Ritz Carlton has
prioritised on the development of a customer service culture, which has been possible with
the help of employee empowerment and feedbacks, based on which, the training and
development programs have been arranged. This approach to talent management is something
different and unique, which can be easily differentiated from its competitors, thereby,
resulted in management of employer branding perfectly (Das and Baruah 2013).
Recommendations
 It is recommended to create a learning environment for the employees where they can
learn and educate and understand the corporate mission, vision and goals properly
 The management of training and development sessions and programs is recommended
the most for the employees of Ritz Carlton for strengthening their skills, knowledge
and expertise
 It is also recommended to allow the management of the organisation to try
experimenting for the purpose of finding out new ways and approaches of keeping the
employees, motivated, encouraged and empowered to achieve the goals and
objectives much comprehensively
 The application of global talent management principles is recommended too for the
purpose of managing a good working environment and culture where communication
is promoted along with sharing of individual views, opinions and feedbacks for better
decision making too.

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 Conducting a survey on the employees could also be effective for acquiring the
feedbacks and opinions of employees, based on which their areas of weaknesses and
interests could be identified too
 The alignment of training and development with the operating goals and objectives of
the management has been recommended too for developing a customer service culture
too
Conclusion
The report was presented in view of the importance of employee training and
development in fostering the development of a customer service culture required to ensure
greater customer satisfaction and achieve the desired business performance. Considering the
hotel chain named Ritz Carlton in UK, the company focused on the management of employee
training and development programs and sessions for ensuring that the staffs remain
motivated, encouraged and empowered to respond to the queries of customers and ensure
meeting the demands and expectations too. The literature review section provided a link
between these two variables while the discussion of questions helped in understanding how
the talent management had been done at Ritz Carlton. Few management theories were
considered and linked with the sources of success for the hotel chain, which also helped in
the management of global talent and allowed the company to attain competitive advantage in
business as well.

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