Page 136 - The New Gold Standard

PRINCIPLE 2: EMPOWER THROUGH TRUST

LIVING THE NEW GOLD STANDARD

D Set lofty objectives for your staff members, and then em-
power your staff members to reach them. That means
providing training and tools they need, leaders they trust,
and smart fiscal decisions that equate to job security.

D When leaders listen and execute on the needs of their
staffs, they model behaviors that fuel mutual respect
companywide.
D Entrusting frontline workers with financial responsibili-
ties propels them to make savvy decisions and estab-
lishes an environment of greatness, whereas negativity
and distrust shrink morale and service impact.
D Trusting employees to make financial decisions doesn’t
necessarily translate to significant capital investment. To
the contrary, when problems are solved quickly instead
of being allowed to fester into bigger issues, it can mean
savings and client retention.
D “Empowering through trust” instills a sense of pride in
employees, leading to service excellence at every level
of a company.

D Removing barriers interfering with an employee’s work
performance can mean the difference between an em-
ployee’s doing his job . . . and an employee’s doing his
job and enjoying it.

D At Ritz-Carlton, extraordinary efforts to serve others are
a culture norm.

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