Page 123 - The New Gold Standard

It’s a Matter of Trust
leaders is an expedient way to get things done, it is not the Ritz-
Carlton way.”
Allan gives an example of how behavioral challenges can be
approached. “In some locations, we have had difficulties with
some of our housekeepers knocking on a door and entering a
guest room without giving the guest a chance to permit them
entry. While some businesses may try to change this behavior
with a heavy hand, this provides only short-term results. At Ritz-
Carlton, we realize we need to fix the process and not fix the
blame. We best achieve the outcomes we desire by using a qual-
ity investigation analysis and involving interdisciplinary teams
to assess the breakdown.
“At the end of the day, the respectful approach was to ac-
knowledge that the problem was one of leadership failing to ex-
plore cultural differences and to train on the benefit of awaiting
permission. Through careful listening to our housekeeping staff,
we came to understand some of the challenges that they faced,
such as not being able to hear if someone was in the room. That
has allowed for technological solutions that give housekeepers
indications of whether a room is occupied. While no solution is
foolproof, our process was based on the importance of relation-
ships and extending respect. It also required us to listen to the
voice of those who needed to ultimately buy into the solution.
In the end, respect is always the best way to go.”

C Trust and Respect: D
They Are More Than Words

With all this talk about how Ritz-Carlton leaders respect staff
and develop trust with their employees, there is a risk that Ritz-
Carlton management is being portrayed as infallible. John
Hawkins, author of the book Leadership as a Lifestyle, warns, “At
a time when leadership books and seminars are flooding the
markets, our country finds itself with confused leadership expec-
tations. The countless number of leadership training resources

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