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By LIEW AIQING
'WE are ladies and gentlemen serving ladies and gentlemen.'
That is the motto of The Ritz-Carlton Millenia, and speaks volumes of their corporate culture - one that encourages employees to treat, not just their guests, but one another with a high level of trust and respect.
It is no wonder then that the hotel has an impressive list of honours to its name. Aside from being voted the Best Hotel in Singapore by Asiamoney and DestinAsian Readers' Choice Awards this year, it has also shone in the human resources division.
In recent years, it has clinched numerous prizes for fair employment practices and outstanding employee relations at award shows such as the Human Resources Management Awards.
And this trend looks set to continue for the long haul, as the Ritz-Carlton Millenia yesterday received yet another accolade - a Best Employers Award (Special Commendation) for 2009. It was among the top 10 Best Employers back in 2007.
'As a hotel that has been benchmarked for guest and employee engagement excellence, not only in the hospitality industry but other industries as well, it is important to continuously raise the bar and achieve higher standards of excellence,' said general manager Peter Mainguy.
'A key component in consistently delivering unparalleled levels of service is our team of highly engaged ladies and gentlemen.'
'When employees feel that they are well-treated and respected, there is a reduction in absenteeism rate, higher retention as well as greater motivation to put in their best.'
A factor that keeps workers engaged is the company's good working environment.
For one, a clear channel of communication exists between employees and managers. This allows workers to voice their concerns and enables the management to make appropriate improvements.
This open-door policy encourages employees to share their ideas with the management, leading to more efficient service for hotel guests. Employees are also empowered to make individual decisions and do not always need to seek approval.
The Ritz-Carlton Millenia also ensures that employees have ample opportunities for career advancement.
'We invest in our employees by providing a comprehensive training plan throughout their career. Being a global organisation with 73 hotels around the world and more hotels opening in the next few years, there are increasingly more opportunities to transition to another position within a sister hotel and further their professional aspirations.'
Worthy of note is the company's recognition of the ever-increasing base of female leaders as well as their efforts towards grooming these talents.
For example, the First International Women's Leadership Forum, which was organised and held at the hotel last year, gave female staff a chance to network and exchange ideas with their counterparts on how to take the lead.
The hotel is also open to hiring mature workers, stating that their experience, dedication and loyalty would be of great value to the company.
'Mature workers, with their experiences and knowledge, are assigned as mentors to play a 'parenting' role to younger colleagues. This will allow them to pass on their knowledge and skills to the younger generation. As a fair employment organisation, when we select ladies and gentlemen to join the hotel, we select the right talent and fit them into the right job regardless of age.'
This article was first published in The Business Times.
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