Professional Documents
Culture Documents
Members:
Content
1. Introduction
1.1. HR Function
2. Strategy Planning
3.2. Selection
5. Compensation
5.3. Benefits
6. Employee Relation
7. Appendix
8. Reference
1. Introduction
In the coming future, Ritz-Carlton will re-establish the business in Hong Kong and it will
situate at West Kowloon which is the highest hotel in the world. The hotel will pay effort
to maintain the high quantity service and people-oriented concept. Hong Kong is a
diversified city with different cultures, races, etc. Moreover, Hong Kong develops the
tourism industry actively in recent years; it is the golden chance for Ritz-Carlton to
expand the business in this suitable moment. Although Ritz-Carlton has its own strategies
in different regions, the big idea “We are Ladies and Gentlemen serving Ladies and
many countries such as Hong Kong (1993-2008), Shanghai and Singapore in 2003, 2007
and 2009 respectively. For the new Ritz-Carlton in Hong Kong, Human Resource
Department designs to use the original strategy plans and HR planning for the opening,
besides, adding some new planning to achieve the goal set by the business.
1.1 HR Function
Comparing with the past, the human resources play an important role in hotel which is to
monitor and manage legislation environment, handle safety and health and more key
the organization's human capital and minimize financial risks. It is the responsibility of
2. Orientation
3. Training Certification
5. Communication
8. Job enlargement
9. Career progression
will become better, furthermore, it makes the employees more pride and joy because of
This motto is the basis of Ritz- Carlton Hotel to treat everyone in hotel no matter the
guests or staff with respect and dignity. Hotel views every staff as a Lady or Gentleman,
In addition, the highest mission of Ritz- Carlton Hotel is let every guests feel the true and
hearty care from our hotel. We promise our guests to provide them the finest personal
service and facilities so that they can enjoy a warm, relaxed and graceful ambience in our
hotel. Moreover, Ritz- Carlton Hotel fulfils even the unexpressed wishes and needs of our
guests.
-Vision
Ritz-Carlton’s vision is to create The Ritz- Carlton ‘Mystique’ and open the door to a
world of possibilities.
-Goal
The Ritz- Carlton Hotel is a brand new hotel in Hong Kong. Our hotel decided to reach
into Top three of Hong Kong hotel industry within five years.
2. Strategy Planning
Human resource department will take main four actions in each strategy which are
In this new hotel, human resource set up an annual strategic planning process which
called “Pyramid Concept” and it included a long-term planning and basic service
We intend to hire all department head before hire each department staffs. Each
department head have a responsible to decide their department posts and how many staff
they need which can reduce the human resources department task in the beginning of the
hotel. After department head decided, human resources will issue the recruitment to
different channels. And we prepare those job analyses of the department head (Appendix 1).
-Internal transfer
We suggest internal transfer is our major channel for employment the department head,
we will transfer the assistant department head from other The Ritz Carlton Hotel, because
they are concise about the hotel culture and they have certain experience of the post,
transfer them to be a department head, they will feel company trust them, thus increase
more loyalty of the brand and willing to pay effort to achieve the target of the hotel and
-Employment Agencies
This will be the second channel for employ the management level staffs, so we can
ensure the candidates have the certain ability suitable for our hotel, this can save the time
of both sides. Especially the managerial level staff, we will intend to use private agencies,
although use private agencies will be more high cost, yet we can ensure hire the
candidates meet our standard and assist hotel to meet our vision and mission.
-Advertisement
It is the main method to hire the front line staff. Because that can gain a great number of
candidates for choose the high quality suitable employees. We intend post the
advertisement to our own website and the internet job sites, because the cost can be more
reasonable.
3.2 Selection
We propose our selected candidates should be conscientious and careful, so that we can
ensure our future employees are fit our promise “We are Ladies and Gentlemen serving
Ladies and Gentlemen.” As this reason, it is very important for Ritz-Carlton to locate a
good interview method and process in order to find out the most suitable employees.
-Application form
It is the first step of the selection process and indispensable of recruitment. We can reject
the applicants who are obviously unqualified. For example, we are just considering the
degree holder or above candidates who apply management level’s job post. So, it can
avoid the redundancy and reduce the time and expensive. (Appendix 2)
-Aptitude test
Having a good aptitude test is a vital tool to evaluate the skills and abilities of the
applicants. Especially, the management level employees, because they are having an
essential impact to our organization. So, we have created a series of job-related test for
different levels of job. They are not only including the background information of Ritz-
Carlton but also provide the test of common knowledge and case studies which is
according to their job. Moreover, we have created the psychic test in order to find out
Preliminary interview provide the face-to-face contact. So that we are not only can have a
preliminary appraisal but also get a chance to promote the image of our hotel.
Preliminary interview can be divided into one-to-one and group basis. For some higher
However, for some lower level of staff, we will conduct a group interview. The
applicants who have the satisfy performance within the interview will be chosen for
-Secondary interview
After the preliminary interview, the outstanding applicants will have the secondary
interview. Within this interview, the line manager will have a further interview deeply
with the applicants. So, it can ensure the most suitable applicants can be chosen to fill in
-Background investigation.
It is vital for some high level applicants. They may have a critical impact of our hotel and
we must provide the special care to this post. So, we measure a background investigation.
-Physical examination
The purpose of the selection process is to see if the applicants have any contagious
diseases such as tuberculosis which may affect the health of the other employees. Also,
physical examination can help us to ensure the applicant is physically capable to perform
the job.
We have the responsibility to make sure that training stays current with business needs.
To do this, we work with Quality Executives to set an organization and job performance
training requirements or revise existing ones. With our human resources practices, the
key developmental training needs are addressed through a core of courses that all
employees receive and every employee receives more than 250 hours of training in the
use of developmental assignments in which people choose to expand their knowledge and
experience through requesting new assignments within and across hotels and functions.
-Leadership Centre
The most famous training programme in Ritz Carlton “Leadership Centre” assists those
Ritz Carlton hotels to establish the well known brand in the world and achieved the
mission and vision. There are numerous courses of the “Leadership Centre” to train our
employees for many purposes. To train up our senior executives, we have the ‘’Executive
course’’.
-Orientation Training
All employees receive the same mandatory two day orientation process, which includes
classroom type training on The Gold Standards and The GreenBook (Appendix 5.1) .
Base on the department which they work in, they may be assigned learning coaches who
It will be measured through the operational certification. It makes sure that the employees
are certified within their jobs’ first 21 days and in alignment with the Gold Standards for
the hotel. We have also provided tools like online training modules and detailed
Although job induction training is classroom delivered by the trainer, most training
delivery is on-the-job.
-Apprenticeship Training
In apprenticeship Training, employees studies under the guidance of a senior leader. This
-Job rotation
understanding of all parts of the hotel and to test their abilities. They will involved in its
Results of the training and development of our employees are checked by different
methods:
Beside those programmes of training and development, The Ritz Carlton always done
the appraisal had done by senior human resources to analyze the result and this is a
In order to achieve the goal of our hotel, we need to carry on some intensive activity to
improve our hotel performance. Ritz Carlton Hong Kong, we are determined to do the
appraisal in half of year in first 2 years, because hotel is in the beginning stage, and many
things in this stage are not stable. We can through performance appraisal to do some
5. Compensation
5.1 Pay Plan of Ritz- Carlton Hotel
We decided to use a competency- based pay plan in Ritz- Carlton Hotel. We would not
use the traditional pay plan since it pays for the job title of the staff hold but not for the
effort and work the staff did. Therefore, if we want to achieve the high- performance
work system, we have to use the competency- based pay plan in our hotel. Also, this pay
plan can support our hotel’s strategy such as team- building, empowerment etc that it can
lead our hotel to higher quality and lower absenteeism rates. Based on the competency-
based pay plan, we pay for the skills, knowledge, and competencies that the staffs have.
Staffs seek fairness at work. They want to have fairness or equity between what they
perceive as their contribution and their reward. There are four forms of equity which is
In order to establish pay rate equally, there are five steps for our hotel to ensure external
• Conduct a salary survey to find out what other employees are paying for
Step two
Step three
• Group the similar jobs according to the equal difficulty or importance that
Step four
Step five
We not just satisfy the extrinsic rewards of our employees but also intrinsic rewards. We
use incentive to motivate employees to try their best to work harder and perform higher
quality service.
We know that different employees have different personality, abilities, values and needs,
they will react to different incentive in different ways. Therefore, we will fine- tune the
There are different types of incentive plan we can use in different departments.
-Housekeeping Department
We will use the piecework plan in housekeeping department. If housekeepers can clean
400 guests room per month, they can have $ 800 more in their salaries as an incentive and
reward. 420 guests room per month can have $1100 more and 450 guests room can have
$1500 more.
We will use merit pay in front office, conciger and customer service department. The
of each department will evaluate the employees’ performance every month based on the
recommendation from guests and observation and record the appraisal result to their
personal file. Then at the end of the year, manager will select the top three of the best
performance employees. The best performer can have 15 % lump sum payment of his/
her year salary, then second one can have 10% lump sum payment and third one can have
5%.
-Back office
Most of the office in our hotel are work in team. Hence, we need incentive plans that both
encourage teamwork and focus team members’ attention on performance. We will set
work standard for each team member and then calculate each member’s output. Then, all
members can receive pay equal to the average pay earned by the team. Also there are
over standard of team performance such as the participation and attendance. For example
if everyone in the team going to work on time every day, then the team can receive $ 500
important for every level staffs to corporate thus maintain a good hotel and it is not only
the responsible for the managerial staffs, but also the junior staffs. As this reasons, based
on the benefits of the Ritz Carlton. (Appendix 8), we also create a series of special benefit
to our staff. So, we believe that those benefits must be increase the motivation and
connective among employees thus help us to achieve the mission and target – become the
Most of us will spend up to one-third of our lives in retirement, and we need to have
adequate means to support ourselves during those years. Therefore, we provide a series of
Pros:
-Performance-related pay
These link pay to a measure of individual, group or organizational performance. There
are a wide variety of methods used including gain sharing, profit-related pay and
straightforward bonuses, but all schemes assume the promise of pay will provide an
related bonus can be given as an alternative and annual bonus. The targets can vary
depending on the type and level of work that the individual employee does.
Pros:
-Flexible benefits
It is schemes that enable employers to allow staff to select the benefits that suit them.
There are three main types of benefits plans: core benefits, flexible benefits and voluntary
benefits. These describe the way benefits offered, and are not types of benefits. For
example: Private medical insurance (PMI) can be offered as core benefit, a flexible
We will create a series of team building exercises such as sports day, annual dinner and
work shop to maintain the relation among managers and employees thus increase the
Pros:
Encourage staff to bond away from the office and can result in better employee
engagement.
employees
-Employees’ birthday
We will provide gift, birthday discount in hotel room, service or restaurant to our
employees. Also, employees can choose their holiday before or after their birthday. So
that they can enjoy their birthday holiday and no need to worry about the work.
Rest is very important for everyone. Therefore, provide more holidays not only can let
the employees take more time to rest, but also increase the productivity.
-Employee discount
Discount for employees to use the service or product within hotel, discount also extends
Employees who work in our hotel longer then 10, 20 and 30 years or above can get the
“Ritz-Carlton loyalty”. It can increase their morale and motivation thus works more hard.
-Give employees the chance to try the new product or service of the hotel
Not only the staff can know more about the new product in order to introduce to guests,
but also increase their interest of their work thus enhance the productivity.
-Transportation offer
Provide to some employees who live in the faraway place from the hotel. It can help
Hold on twice a year in Ritz-Carlton hotel. Employees can participant optionally. Within
the party, hotel will provide food and drink from the afternoon to night. So that
employees can join the party after their work. Through this party, not only employees can
meet more other staffs from different department, but also enhance the relationship
6. Employee Relation
6.1 Ethics and Fair Treatment
For developing the good employee relationship, we must maintain the highest ethical
standards and treat our employee fairly. So, the key of these are to assess and design the
hotel’s ethics and fair treatment practice to keep us a good performance, high morale and
commitment.
For improving the workplace ethics, we should publish an ethic code for Ritz-Carlton.
We must make clear our expectation with respect to the values we want subordinates to
follow.
For Ritz-Carlton hotel, we have our own rites and ceremonies towards our employees.
We will give a recognition card for each of our employees. It can push our employee to
stand for honor, confidence, service and cooperation. And all of the department manager
should take a respond to create a harmonious culture within our hotel. The cultural
symbols and behaviors can reflect the company’s shared values. Our manager should
play an ethical role model before their subordinates.
6.1.3 Recruitment
Recruitment materials should mention our emphasis on integrity and ethics. And the
selection process is applied consistently to show our values on ethical and fair treatment.
Applicants will consider an interview as fair if it provides two-way communication,
allows them to show their skills, offers feedback and has high validity.
6.1.4 Training
We will convey the ethic codes and program to employees though the training and
development. And we will focus on new hire orientation, annual refresher training and
the new employee follow-up sessions. We will also provide the actual tools for
employees, such as the ethic handbooks, videotaped ethic program and online assistance.
As the hazards and safety were the serious issues at hotel premises, we have designed a
hotel’s safety and health systems to prevent any negative effect of accidents. We give
safety matters high priority and provide safety training towards all employees. Accidents
can be prevented by reducing accident-causing conditions and accident-causing acts.
Managers should emphasize safety by praising employee when they show safe behaviors
and listening of the safety suggestion and complaints. Besides, they should also be a good
example and tell the subordinate especially the new employee about the safety activities.
In addition, during the recruitment and selection stage can screen out the candidates with
the trait that may predict accidents on the job. And we will provide the multi-lingual
safety training to instruct the employee in safe practice and procedures, warn them of
potential hazards, and encourage a safety-conscious attitude.
We will post the safety poster around the hotel to remind employee for the safe act and
implement the incentive scheme to reinforce the positive attitude toward safety.
7. Appendix
Appendix 1
Job Analysis
Job Description
Job Summary: You'll be an integral member of the hotels management team, providing
expertise and direction of all aspects of the Sales and Marketing activities in
line with the overall business strategy.
Report to: Directly to the General Manager and supervise the Revenue Manager, Public
Relations Manager, Assistant Director of Sales, Sales Manager, Business
Development Manager and Reservations Manager.
Duties:
marketing
Create and implement programs to achieve greater profitability through
increasing average rate, overall occupancy and increased business
volume during off-peak periods
Market Analysis
Internal communication effectiveness
Quality Management and continuous improvement of systems &
processes
Annual departmental budgets and cost control initiatives
Job Requirement:
Degree in Sales & Marketing and minimum 5 years post graduate work
experience
6 years Sales & Marketing experience
Excellent communications skills, written & oral proficiency in English
Excellent presentation skills
Position: Financial Controller
Job Summary: We're looking for a Financial Controller to be part of the hotel team. Include
setting up all of the financial systems and processes for this property.
Duties:
Job Requirement:
Job Summary: maintenance of grounds and external facilities all fall within the span of
responsibility.
Report to: directly to the General Manager and Public Relations Manager
Duties:
Job Requirement:
Job Summary: Oversee and direct all aspects of overall Housekeeping operations which
includes guest rooms, public areas, laundry and other specified back-of-the
house areas.
Report to: Directly to the General Manager and supervise the Revenue Manager, Public
Relations Manager.
•Inspecting guest and public areas on a regular basis to ensure that the
furnishings, facilities, and equipment are clean and in good repair and making
recommendations for the upkeep of the same.
Job Summary: Advises with management and sales staff on reservation status,
Report to: Directly to the General Manager and supervise the Revenue Manager, Public
Relations Manager, Assistant Director of Sales, Sales Manager, Business
Development Manager and Reservations Manager.
Duties:
supervises
All departments, housekeeping, accounts, security,engineering, and F &
B work cohesively together.
Job Requirement:
Our policy is to provide equal employment opportunity to all qualified persons without regard to race,
creed, color, religious belief, sex, age, national origin, ancestry, physical or mental disability, or veteran
status.
Date ______________
Address _____________________________________________________________
Have you ever been convicted of a felony? (This will not necessarily affect your application.) Yes
No
In addition to your work history, are there other skills, qualifications, or experience that we should
consider?
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Responsibilities _______________________________________________________________
Responsibilities ________________________________________________________________
Responsibilities ________________________________________________________________
I certify that the facts set forth in this application for employment are true and complete to the best of my
knowledge. I understand that if I am employed, false statements on this application shall be considered
sufficient cause for dismissal. This company is hereby authorized to make any investigations of my prior
educational and employment history.
I understand that employment at this company is “at will,” which means that either I or this company can
terminate the employment relationship at any time, with or without prior notice, and for any reason not
prohibited by statute. All employment is continued on that basis. I understand that no supervisor,
manager, or executive of this company, other than the president, has any authority to alter the foregoing.
Appendix 3
Aptitude Test
Question
English
1. How many meaningful English words can be formed with letters WLFO using
each letter only once.
Ans: flow,wolf,fowl
2. Word knowledge vocational aptitude test measures your ability to select the
correct meaning of words and synonyms .
Answer: scanty
Mathematic
Answer
In scientific notation, until there is only one digit to the left of the decimal moves
the digits. For 7,890,000, you move the decimal to the left by 6 decimals. The
answer is iv. Furthermore, there are 3 significant figures in 7,890,000.
Appendix 4
INSTRUCTIONS
Please complete this form immediately following your interview with the candidate. Please rate
the candidate’s answers to each interview question and provide written comments to annotate
your ranking.
WORK EXPERIENCE
Does the candidate’s previous job experience give him or her the skills needed to successfully
meet the requirements of the position?
[ ] 1–Unsatisfactory [ ] 2–Satisfactory [ ] 3–Average [ ] 4–Above [ ] 5–Outstanding
average
EDUCATION
Does the candidate have the education and/or training to meet the requirements of this position?
[ ] 1–Unsatisfactory [ ] 2–Satisfactory [ ] 3–Average [ ] 4–Above [ ] 5–Outstanding
average
TECHNICAL QUALIFICATIONS
Does the candidate have the technical skills required for this position?
[ ] 1–Unsatisfactory [ ] 2–Satisfactory [ ] 3–Average [ ] 4–Above [ ] 5–Outstanding
average
COMMUNICATION SKILLS
TIME MANAGEMENT
TRACK RECORD
Does the candidate have a high degree of success in meeting predetermined goals?
[ ] 1–Unsatisfactory [ ] 2–Satisfactory [ ] 3–Average [ ] 4–Above [ ] 5–Outstanding
average
CUSTOMER MINDSET
ENTHUSIASM
COMPANY KNOWLEDGE
SALARY EXPECTATIONS
Does the candidate have realistic salary expectations for this position?
[ ] 1–Unsatisfactory [ ] 2–Satisfactory [ ] 3–Average [ ] 4–Above [ ] 5–Outstanding
average
OVERALL RECOMMENDATION
Appendix 5
The GreenBook - We use the logic, processes and tools of managing for quality, set out
in our GreenBook, a handbook for our Ladies and Gentlemen. The Nine-Step Quality
Improvement Process is featured in this handbook to guide the design, control and
improvement of all processes. This process is emphasized during new employee
education, training and development and is ingrained in our process-oriented culture.
Day 21 - 21 days after orientation, each orientation class re- unites for a day of evaluation
and debriefing. A similar session occurs on or near day 365.
Training Certification - Employees are subject to audit at the end of their initial training
period. And they must demonstrate mastery of the procedures of their job. Moreover, all
employees will successfully complete annual training certification for their position.
Employee Self-Evaluation
Answer the following questions by checking the appropriate box to the right. After you
have finished answering each question, total the number of checked boxes in each
column. Multiply the total of each column by the severity factor for that category. Add
together the total of each column. This is your evaluation score. The higher the score,
the better your understanding is of your company, its structure and your role in it.
Benefits
REASON:
BENEFITS (Where applicable):Please complete this section if you are enrolled in any of the following benefits.
Please note, this is a generic form and lists all benefits. Only select those that apply to your situation.
You must prepay where feasible, both your share and the grant’s share of benefit premium costs of each benefit
plan you choose to continue. If you require detailed information about premium costs, select premium costs
under your applicable business unit at http://www.usask.ca/hrd/benefits/benefit_plans.php#rsrch and/or
refer to your paycheque.
If your final cheque, prior to your leave, is not large enough to cover the premiums for benefits, a billing arrangement
will be made.
Please indicate whether or not you want to maintain some, all or none of your benefit coverage while on leave. If you
choose to continue any of your benefits, you must continue them for the full period of your leave of absence.
For any leave, if you choose to cease your Supplemental Life Insurance coverage, coverage is terminated and you
will have to reapply, providing medical evidence of insurability before coverage can be resumed.
Maximum period to maintain benefits is 3 years
_________________________________________________________________________________________________
DATES REQUESTED: (Maternity/Adoption Leave shall not exceed a period of fifty-two weeks)
Supplemental Employment Benefits (SEB) Plan: If you are eligible for maternity employment
insurance (EI) benefits, the U of S will pay the difference between EI benefits and 95% of the
employee’s salary for a maximum of fifteen weeks. Eligibility for the SEB plan is based on
successful completion of the probationary period. (Article 15.8.1)
SEB Plan: SEB Plan does not cover this period, unless EI waives the 2 week unpaid
waiting period. The SEB Plan
Benefit Coverage: If you are eligible for EI and the SEB plan, U of S benefits will be maintained
for the two week unpaid waiting period.
(Article 19.16) If you are NOT eligible for EI and the SEB plan, complete the Request for
CUPE Leave of Absence without pay form.
SEB Plan: As defined in the initial SEB Plan description. Payments will commence once
Human Resources has received your original maternity EI benefits cheque
stub and in conjunction with Payroll cheque processing.
Benefit Coverage: If you are eligible for EI, benefit premiums and coverage will continue as
usual during this period, except for pension. No contributions will be made
to the pension plan during this 15-week duration, but service credits will be
deemed to accumulate in the normal manner. If you elect to continue
pension after this 15-week duration, then you will be required to make pre-
payments for both the employee and the University’s share.
Benefit Coverage: If you are eligible for EI, CUPE Disability coverage and CUPE Group Life
Insurance (Basic) must be maintained for the first 26 weeks of the leave.
These benefits are optional after 26 weeks, provided you pay both employee
and employer costs. Please note: If you choose to discontinue coverage after
the first 26 weeks, a 3 month waiting period will have to be served upon
return to work before coverage can be reinstated. You also have the option
of continuing pension, dental and extended health plan and all Supplemental
Life Insurance, providing you pay both employee and employer costs. If you
choose to cease your Supplemental Life Insurance coverage you will have to
provide medical evidence of insurability before coverage can be resumed.
BENEFIT OPTIONS (If you require detailed information about benefit costs, refer to your pay
stub and/or visit the Human Resource website at
http://www.usask.ca/hrd/benefits/benefit_plans.php#cupe and select
Premium costs)
Would you like to maintain Group Life Insurance (Basic) beyond the first six months of your
leave: Yes No
Would you like to maintain CUPE Disability coverage beyond the first six months of your leave:
Yes No
Basic Group Life Insurance and CUPE Disability for the first 26 weeks will be deducted from your
SEB payments. You have 2 options for paying the remaining benefit premiums, please select
one: Deduct from final SEB cheque Submit post dated cheques. If you select the latter,
then you will receive a letter from Human Resources with the monthly benefit cost.
Please forward this form to Human Resources with a Doctor’s note indicating the expected date
of delivery and a Job Information Form from the department.
Reference
Anonymous. “Human Resources Partnership.” Performance Forum. 9 Nov 2009
“http://www.performanceforum.org/The_Six_Characteristics_of_Highly_Eff
ective_Internal_Marketing_Programs.62.0.html#7”
The Ritz Carlton Hotel Company, L.L.C. “Human Resources Focus” Application
Summary. 4 Nov 2009
“http://corporate.ritzcarlton.com/NR/rdonlyres/22E2CEC9-62A4-4EA2-9C3C-
51628265E10E/0/rcappsum.pdf”