Luxury hotel chain The Ritz-Carlton Hong Kong has been awarded second place in the Best Employers in Hong Kong 2003 awards. The hotel chain has won best employer awards Asia-wide, in Singapore and in China over the past two years.
'We are still very excited about the recognition and achievement. This might sound like a cliche but is very true to us that staff are the most important asset because they are the platform to our success,' The Ritz-Carlton vice-president Mark Lettenbichler said.
The hotel's corporate goals, culture and philosophy were established with a focus on employees, he said.
Mr Lettenbichler and the hotel's director of human resources, Sonia Lau Ching-man, referred to the staff as 'our ladies and gentlemen', reflecting one of the hotel's key values: 'We are ladies and gentlemen serving ladies and gentlemen.'
From the perspective of management, its 'ladies and gentlemen' are no different from customers - they have to provide equal service to both.
'As the service professionals, our ladies and gentlemen need to portray a confident image with a methodical and positive manner to guests. Every one of us carries a pocket-sized credo that reminds us of our service basics, promises to clients and philosophies. These are all fundamentals that tell us who we are and how we should treat each other,' he said.