Staff get the five-star treatment

Generations of business leaders have adopted differing strategies to achieve the twin goals of customer satisfaction and sustained profitability, but there is now a growing consensus that everything else falls into place if a company gets one thing consistently right. That is the matter of finding, recruiting and, most importantly, retaining top-quality employees.

In fact, many studies have shown that better staff retention has a direct influence on financial performance. Clearly, an organisation with a team of loyal and settled employees can save significantly on costs for hiring and training new recruits, but there are many other benefits. For example, staff working in an environment where they feel valued and have opportunities for career progression are far more likely to be motivated, productive, committed team players and good corporate ambassadors.

One company that has successfully achieved this is The Ritz-Carlton, Hong Kong, which was ranked first in Hewitt Associates' Best Employers in Hong Kong 2007. What most impressed the judges was the company's determination to recognise employee achievements and to make sure everyone, from general manager to laundry assistant, feels appreciated.

This is done by means of various reward and recognition programmes which have been implemented group-wide.

At one level, there is the 'First Class Card' which individual employees can give to colleagues in thanks or acknowledgement for a job well done. There is also a book in which customers can highlight and commend instances of excellent service.

On a more formal level, the hotel presents a 'Five Star Trophy' each quarter and annually. It is for staff who have received particularly favourable comments from guests or had outstanding performance reviews. Candidates are nominated by their colleagues, and all members of staff then vote for the winners.