Page 164 - The New Gold Standard

PRINCIPLE 3: IT’S NOT ABOUT YOU
planning of their work. The tools employed by Ritz-Carlton
(daily lineups, departmental meetings, SWOT analyses, solicit-
ing employee ideas for innovation) all serve to reinforce the em-
ployees’ understanding that their opinion counts. These tools
provide a forum in which key information can be communi-
cated to the Ladies and Gentlemen, but more important, they
provide a structured means for them to employ their empower-
ment through work planning and processes.”
Whether at a Ritz-Carlton in Denver or Doha, employee in-
put is viewed as integral to the company’s competitive advantage,
Victor Clavell, vice president and area general manager, notes,
“The open-communication policies and involvement of the em-
ployees in the planning of their work and decision making drive
employee engagement and reflect sound business sense.”
Put simply, leaders, “It’s Not about You.” It is always about
the customer and the employees. While it may not seem fair at
times, making it about those you serve derives the greatest rewards
for you and your business.

144