Page 119 - The New Gold Standard

It’s a Matter of Trust
Community Footprints program, served on the team that cre-
ated what Ritz-Carlton calls the “Employee Promise.”
“At the time,” says Sue, “we realized there was nothing on the
Credo Card that spoke to what the employee could rely on from
the employer. We developed the Employee Promise and along
with it the Employee Promise continuum, which identifies all
the different processes that are in place from career planning to
empowerment philosophy that serve as our commitment to our
people. The Ritz-Carlton Employee Promise now appears on the
Credo Card.” (Please see the sidebar “The Employee Promise”
and Figure 5.2, “The Employee Promise Continuum.”)

The Employee Promise
D At the Ritz-Carlton, our Ladies and Gentlemen are the most
important resource in our service commitment to our guests.
D By applying the principles of trust, honesty, respect, integrity,
and commitment, we nurture and maximize talent to the
benefit of each individual and the company.
D The Ritz-Carlton fosters a work environment where diversity
is valued, quality of life is enhanced, individual aspirations
are fulfilled, and the Ritz-Carlton Mystique is strengthened.
(Copyright © The Ritz-Carlton Hotel Company, L.L.C. All rights reserved.
Reprinted with permission.)

At the core of the Employee Promise is a stated commit-
ment to nurture talent for the mutual benefit of the individual
and the company. Jim Bolt, chairman and founder of Executive
Development Associates (EDA), a consulting firm specializing
in the strategic use of executive development, advises that em-
ployees trust leaders to provide them opportunities for growth
and if that trust is not met, the employees are likely to move on.

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