Posted on

Human Resource Management And Change Management

Personnel Management, considered for much of the station Second World War period to be a necessary, albeit uninspiring and regulation bound administrative activity has in recent decennaries evolved into Human Resource Management, ( HRM ) , a cardinal map of modern twenty-four hours concern administrations.

Enriched foremost by the work of seminal subscribers like Maslow, Herzeberger, McGregor, and Kohn, and subsequently by that of behavioral experts like Guest and Storey, the growing of HR Management has besides been spurred by tremendous environmental alterations in countries of concern ad economic system. With the growing of the market economic system, along with technological progresss, instantaneous communicating, economic liberalization and globalization holding intensified local and planetary concern competition manifold, there is widespread understanding on the criticalness of HR in gaining competitory advantage, market growing and fiscal success. The development of a cognition based economic system, as besides the current economic crisis, is driving home the importance of HR quality in concern endurance and success.

Modern twenty-four hours HRM comprises of assorted maps like make up one’s minding upon staffing demands, taking between contracted or hired work force to make full these demands, selecting and enrolling the most suited campaigners, preparation and developing employees to heighten their cognition and accomplishments, guaranting high public presentation, and actuating employees through a combination of patterns, wage and wagess. Each of these countries comprises of legion associated maps ; staffing, for illustration incorporates workforce planning, occupation and function specification, choice and enlisting, and preparation of compensation.

This survey attempts to look into and analyze the demand, public-service corporation and function of specific of import facets of HR, viz. staffing ( choice and enlisting ) , public presentation assessment and direction, and Compensation ( wage and wages ) in bettering organizational public presentation and effectivity ; it is carried out with mention to the HR policies and patterns of the Ritz-Carlton Group of Hotels, with about 38,000 employees, perchance the most successful and good regarded luxury hotel concatenation in the universe.

The major strategic issue to be addressed is the “ alterations in competition ” , that the luxury hotel market has virtually collapsed and the lower terminal adjustment is surpassing the upper terminal of the hotel sector. Where do we travel from here?

Overview of Ritz Carlton

The Ritz Carlton Group, now a subordinate of Marriott International, runs about seventy-three luxury hotels across the Earth, with 30 more undertakings under development which includes fractional ownership, private abodes and serviced flats, diversifying into a different prospective that the traditional hotel. Having started in Boston in 1927 with the first Ritz, the group presently operates in 23 states in North and South America, Asia, Africa and Europe.

Under the former leading of one of the spouses Mr. Horst Schulze who was President and Chief Operating Officer ( COO ) from 1983 to 2002, it was the lone administration in the service industry to win the esteemed Malcolm Baldridge National Quality Awards twice, the Ritz Carlton group is widely known for its focal point on optimizing its employee strengths, abilities, and accomplishments, to increase market portion, better operational and fiscal consequences and achieve competitory advantage. A major factor in the ascription of this, was the launch of the “ The Ritz-Carlton Leadership Centre ” which has 1000s of senior executives, line directors and all degrees of leaders through their doors from every diverse industries ( such as Finance, Food Services, Human Resources, Retail, Transportation, Automotive and Healthcare ) which came to larn the Ritz-Carlton rules of service. The services of this Centre are ideal if a company is looking to make a sustainable alteration, which is cardinal to the hereafter as stated by xxxxx ( 2008 ) , holding a major competitory advantage to surpass its rival ‘s and to increase its clients and employee trueness.

Believing in the criticalness of skilled, trained, satisfied and motivated employees in accomplishment of client satisfaction, the company has thoughtfully planned and skillfully implemented HR policies and patterns that are basically dynamic in nature and respond to environmental fortunes and demands. With the luxury hotel industry being intensely competitory and every major metropolis in the universe holding a figure of upper terminal hotels supplying the same kind of suites and other physical installations, the direction of the Ritz Carlton differentiates its offering chiefly through provisioning of superior service to its clients.

Known the universe over as the ladies and gentlemen ( who serve ladies and gentlemen ) of the Ritz, the employees of the concatenation purpose to supply clients with the ultimate Wow experience and retain 100 % of their bing patronage. The group ‘s doctrine has a existent accent on client and employee satisfaction which other administrations try to draw a bead on excessively. In the words of Simon Cooper, the former President and COO of the company from 2002 to 2010 ;

“ It is their committedness to ever transcending the outlooks of our clients which insures that no affair how big our company may turn around the universe, we will ne’er bury service is what we built our repute on as a hotel company, and our committedness is to turn the service quality along with the portfolio of hotels which should make 103 by 2011. ”

The administration has been forced to take some drastic action of late due to the grosss at the five star group been diminished over the last figure of old ages, reflecting the alterations in the luxury hotel industry and on August 12, 2010, the Ritz-Carlton announced that their new President and COO to be Mr. Herve Humler in which the leading alteration was effectual from September 1, 2010. Mr. Humler is one of the original laminitiss of the Ritz-Carlton Group in 1983 and has now duty for taking trade name operations and planetary growing scheme.

Human Resource Policies and Practices

4.1 Staffing

Choice and enlisting patterns at the Ritz Continental have been formulated with idea and attention and purpose to foster the service quality and criterions of the administration. With the administration being a quality and market leader in its country of activity, the hotel group is ever assured of good response both to local advertizements and petitions for staff for its cardinal staff pool. The group seeks people with existent Intensity, Energy and Purpose for all functions within the administration.

The administration is rigorous on enrolling appropriate people. Whilst campaigners with the right makings are preferred, great accent is paid to choosing people who are considered capable of suiting in with the strong service civilization of the group. The civilization is of strategic importance and classed as “ particular ” , in every location in the universe, with first-class quality and service, client and employee satisfaction is at the top of its precedence.

Again whilst the group selects people with diverse endowments and cognition and teaches them the proficient demands of single occupations, it basically looks for people who are ( a ) high in work moralss, ( B ) item oriented, and ( degree Celsius ) relationship driven ; the successful campaigners are expected to truly care and esteem invitees and each other. Campaigners must look people straight in the oculus, be warm, friendly and capable of demoing empathy. ( Populating Valuess )

“ You have to do certain that you ‘re choosing for attitudes and values, non for accomplishments and experience. You ca n’t develop for attitudes and values, you can develop for accomplishments, ” says Chi. If campaigners have the right client focal point, values and a positive attitude, anyone can be trained to make anything in the hotel, Chi says ”

The choice procedure is driven by customised and structured interviews, which have different attacks for different types of staff. “ A director would be tested for focal point and sense of competition, while a recruiter needs to be caring, relationship oriented, concern understanding, and able to see the endowments of other people. ” The division caput and the General Manager of the single hotels get involved in all choice processes so as to do a “ group determination ” and besides to demo the possible campaigner the importance of the that person is to the administration.

The company has luxuriant preparation and retraining systems. It has 20 basic criterions that are invariably reinforced through preparation. Whilst every employee is provided with 120 hours, i.e. three hebdomads of preparation every twelvemonth, new entrants are given a 2 twenty-four hours debut before they come in contact with any possible invitee or bing employee to understand the civilization and doctrine and besides 40 yearss of preparation in their first twelvemonth to heighten this. The company has prepared extended developing stuff on all facets of service bringing, including a list of more than a 1000 client jobs, as besides guidelines for work outing them. Such job resolution is an built-in part of the preparation programme. Apart from such systematic preparation many single hotels of the group have their in-house preparation programmes.

“ At the Ritz Carlton, Hong Kong, the hotel has adopted a figure of advanced patterns. For illustration, all of the approximately 300 staff are expected to larn one new thing per twenty-four hours and clip is specifically scheduled at the start of each displacement to let them to make so. This might be about the work of another section, the overall tourer industry, or new belongingss within the group. ”

By and large all employees are lasting staff, this is to guarantee that the civilization and doctrine are kept at the highest criterion, in contrast to this, some really minor places are impermanent wants are non straight related to the nucleus concern. ( e.g. constructing care can be sometimes outsourced etc. ) As suggested by Mello ( 2006, page 336 ) specifically in the service sectors where higher turnover costs are common with the comparing of fabrication, the administration implementing a “ strategic staffing enterprises ” which are the key to retaining productive employees and in bend minimising turnover/operating costs. To this the Ritz-Carlton Hotel Group is at the head of its sector guaranting that employee satisfaction remains high with 90 to 95 % conformity. This employee ‘s satisfaction is one of the cardinal countries that are worked on, twenty-four hours in twenty-four hours out and “ involves trust, communicating, engagement and battle ” as stated by Mark DeCocinis, Regional Vice President, Asia-Pacific of the Ritz-Carlton Hotel Company.

At direction degree within the Hotel Group, many senior places are filled internally within the organisation, about 70 to 80 % of the leading places states DeCocinis.

These persons have proven accomplishments, able to actuate and has capablenesss to suit into the administration ‘s civilization. This is classed as a wages system for their old public presentation and trueness and promotes a positive promotional and development chances within the group, it besides helps to function international assignment functions.

4.2 Performance Management

The Ritz-Carlton Hotel Group has an luxuriant public presentation assessment programme that purposes to regularly evaluate employee public presentation and supply employees with feedback about their public presentation. Performance Feedback is used as opposed to Performance Appraisal, in which the system is kept in line with the administration ‘s strategic aims and civilization. Below is every bit outlined by Mello ( 2006 page 428 ) are the cardinal differences between public presentation feedback versus public presentation assessment. As can be seen from the exhibit below the feedback is more a two manner exchange where employer and employee communicating informally their public presentation and discourse jointly be aftering future work activities.

Performance Feedback

Performance Appraisal

Time Period

Past, nowadays and hereafter



Link employee work activities to specific concern aims & A ; scheme

Create records, document public presentation jobs

Nature of communicating


One sided, downward, directing, “ rebuttal ” sometimes allowed

Employee function

Active Participant



Informal, Verbal

High formality, written signifiers


Spontaneous, ad hoc needed

As prescribed ( normally one-year )

Footing of relationship



Role of Supervisor

Coach, incentive, spouse

Authority figure


Engagement, enhanced, targeted public presentation, improved relationship

Compensation determination ; undertaking directives

Mello ( 2006 page 428 ) Exhibit 10.1 Performance Feedback versus Performance Appraisal

The public presentation direction system of the company works on a few specific rules, viz. informing employees about their duties, enabling them to get the hang the demands of their occupation, bring forthing thoughts on bettering the quality of their end product, informing them on how good they are making in many ways and signifiers, and developing them invariably through their directors and equals on different occupations and undertakings.

Each employee gets a study everyday on his actions on the occupation. Apart from these studies, elaborate forces assessments are carried out every six months. With directors supplying employees with feedback, suggestions and disciplinary preparation on a day-to-day footing, most employees improve so much by rating clip that such occasions tend to go times for jubilation instead than apprehensiveness. Such assessment occasions are used to organize action programs, set up future ends, and guide employees on their hereafter duties. ( Let ‘s celebrate )

All of the Ritz-Carlton employee public presentation ends are aligned with the company end, and from that to the hotel end and in bend to the divisional end, hence affecting everyone in portion of the complete administration. Each and every employee is encouraged to come up with a program to make their end for the following twelvemonth based on guest satisfaction, fiscal public presentation and employee satisfaction. The fillip or inducement at the terminal of the twelvemonth is based on betterments if you increase the public presentation Numberss you will be rewarded.

Communication harmonizing to the Ritz-Carlton is the cardinal to keeping consistency public presentation direction. Each employee holding interaction with the General Manager every twenty-four hours and speech production freely about “ what we enjoy and how we can better is of import ” says DeCocinis. All general directors has a policy of holding a breakfast meeting with 10 to 15 employees from different sections one time a month, in that speak openly and informally at this assemblage for the intent of what each employee is working on and what can be improved is a really positive direction policy and everyone learns from the meeting.

Another of import public presentation direction system in topographic point is that employees are encouraged to document either their ain or another employees mistakes. It is really of import when person makes a error that the right action is taken to decide it every bit shortly as possible, otherwise it could reoccur. The group recognises “ people for taking ownership of a job and being portion of the solution to decide it ” Yeung ( 2006 ) .

4.3 Compensation

Whilst the administration has really rigorous enlisting policies, ( 20 people are, on an norm, selected from 2000 appliers ) , it provides good wage and installations. The company believes in maximizing staff keeping through a combination of good working atmosphere, first-class preparation, good calling chances, chance to go, and good wage. Whilst the company does benchmark and efforts to maintain its wage competitory, it is however overtaken on occasion in this country by other cordial reception administrations.

Mark DeCocinis states “ if you expect your people to be the best, you must pay at the top of the market ”

“ We do still benchmark on wage, ” says Ms Lau, “ but regard staff keeping as something which depends more on other factors. These include preparation, making long-run calling chances, and assisting employees to happen the right work-life balance. ”

Ritz-Carlton employees who can multi-task ( i.e. base in for others etc. ) are recognised and rewarded consequently. The group wages and actuate their employees who exceed their outlooks through “ The Ritz-Carlton Incentive Awards ” . The administration dispenses “ Gold Standard Coupons ” to those employees who exceed the hotel criterions for quality and service, these vouchers are so exchanged for weekend adjustments at the hotel group or at the hotel ‘s gift store for ware. Extra to this is every one-fourth, a “ Five Star Employee Award ” is granted which entitles the victor to a five-night stay for two people at any Ritz-Carlton hotel in the universe, and to supplement this, round trip flight tickets and US $ 500 disbursement money is given.

Strategic Organisational Performance

The Ritz-Carlton is considered to be one of the most successful administrations in the luxury hotel concern. Globally known for the quality of its service and exceeding milieus, the administration has in recent old ages non preformed financially which decreasing grosss in the administration. The escalating competition in the cordial reception sector notwithstanding, the administration has grown aggressively during the last decennary ; spurred by its entry into new markets, ( particularly in China ) , a alteration in orientation towards more insouciant elegance may be appropriate or non? . The debut of watering place that are operated by the best operators in the universe, and the gap of eating houses run by famous person chefs like Gordon Ramsay and Wolfgang Puck all strategically aligned to give the hotels alone character may be better suited in a more floaty economic environment instead than today clime. With that in head the existent strategic issue, the alteration in competition within the hotel sector, i.e. the lower terminal adjustment surpassing the luxury terminal, with respects to staffing, will hold an impact on a ) retrenchment of staff, B ) other rivals consuming the staff pool of both lasting and impermanent possible employees, degree Celsius ) possible loss of Ritz-Carlton valuable employees to competition, vitamin D ) loss of “ Branding ” ( civilization, relationships etc. ) . In public presentation direction the impact of the administration non executing as measured on its end products would straight affected employee public presentation as they are both aligned within the administration HR scheme. With respects to compensation wage freezings, no fillips or incentivises at the terminal of the twelvemonth would be implemented, staff keeping will be affected, less career chances and less chances to go within the administration. The “ The Ritz-Carlton Incentive Awards “ and the “ Five Star Employee Award ” would be disbanded. All of the above would hold a major impact on the current HR policies within the Ritz-Carlton administration which the keeping of the high performing artists being critical to the administration besides. What is to be done about this now?

Human Resource Management Analysis

The first thing to be completed is an Organisation-Level Diagnostic Model which will find are the policies aligned with the organizational ends. This is a critical input which will assist show jobs and symptoms. The procedure of Diagnostic as stated by Cumming and Worley ( 2008 page 87 ) is that Diagnosis is a collaborative procedure between organisational members and the adviser to roll up pertinent information, analyze it, and draw decisions for action planning and intercession. This understanding and consequences of how the administration is presently working supply valuable information to plan alteration.


Cumming and Worley ( 2008 ) Figure 5.2 ( page 93 )


Dramatic altering environment Strategy – support quality and service at 5 star – Late engagements – discounted suites?

Rivals Power Technology-SAP paysheet systems, manus scanners etc.

Customers / Buyers Performance Management – outsource gross revenues for suites?

Dainty of New Entries -alignment with Entertainment Company ( MCD )

Ease of Choice Structure – Self Managing Teams, possible outsource gross revenues

Health & A ; Safety Measurement Sys.-customer satisfaction, tenancy rates,

Golf Courses / Academy – pull offing information systems, enigma client

Culture- No.1 for service & A ; quality, No.1 for employee & A ;

Customer satisfaction, what do I accomplish today?

From the above analysis and specifically with mention to the Human Resource Systems, the inside informations for selecting, developing, measuring and honoring administration members, the administration effectivity is sufficient as there is good alliance between both with merely minor alterations to be investigated.

The 2nd analysis that is to be implemented is to finish an “ Organisational Development and Change Plan ” based on the “ Force Field Analysis ” for normative planned alteration. Management is all about alteration and by utilizing Lewin ‘s Change Model theory and utilizing an incremental magnitude of alteration, the theoretical account below can be implemented.



Identify a specific Change

Identify forces for and against alteration

Prioritize the forces

Develop schemes to get the better of opposing and reinforce supporting forces

Implementing Recommendations

With the above information to manus and being more critical, the following

recommendations can be implemented to Senior Management within the administration.

With mention to staffing a figure of options are unfastened to direction for action. The choice and enlisting procedure is supportive of the HRM system with merely a few failings to be addressed. A bank of pre-approved possible employees should be developed for each and every hotel within the administration, both lasting and impermanent employees to cover ill yearss, vacations etc. as this would cut down the enlisting timeline. A recommendation to the HR Manager or General Manager for each hotel should be to make a backward scheme on the history of timelines of past enlisting thrusts as suggested by Mello ( 2006 page 339 ) , work backwards from the clip employees are required to get down employment, which in bend will find when enrolling Begins. This bank of possible employees will extinguish any holds in clip, replacing or get downing new employees with the administration. As to maintain the turnover of staff to a lower limit ( i.e. below 15 % would be acceptable within the service industry for turnover, xxxxx ( 2008 ) , the choice of campaigners at recruitment phase should concentrate on a long-run relationship or calling with the administration. The choice procedure to concentrate on a possible individual subject, what do they truly bask? What is their intent in life? What actuate them? The undertaking is to look for forces who truly enjoy contact with people and regard and attention about others. This will profit the administration and the employee in the long tally. All senior direction places should be filled in-house one time the relevant experience and leading preparation from “ The Ritz-Carlton Leadership Centre ” is obtained. It is of import to protect the civilization of the administration from the top down every bit good from the underside up. An “ Authorization ” scheme should be implemented every bit shortly as possible. This will affect flattening the administration and making “ Self Managing Groups or Teams ” . Reducing in-between direction ( layoffs ) or redeploying them elsewhere where required within the administration will cut down overall costs and give existent motive to the current employees for self direction. The one of import point about his recommendation is to acquire consensus across the complete administration for this procedure.

The Performance Management system is really much aligned with the organizational ends with the doctrine that employee satisfaction leads to guest satisfaction which in bend leads to good fiscal consequences. The existent accent with is on end products non inputs as detailed in Mello ( 2006 page xxxx ) and needs to highly good measured so that public presentation can be analysed in deepness. A recommendation is for each employee to come up with a program / set of marks to make a end for the following twelvemonth, measured by guest satisfaction, employee satisfaction and fiscal public presentation. These ends or marks will be on a regular basis monitored by the General Manager and HR Manager each month with informal lunch meetings with up to 10 people from different section attention. Here the employee can be openly praised in forepart of his co-workers based on betterments benchmarked on the single ends. By utilizing “ Victor Vroom ‘s Expectancy Model ” , this will give existent “ intrinsic motive ” to the employees, in return the employee will experience valued, recognised and perceive be involved with of import facets of the hotel. Ritz-Carlton Group utilizing the “ Expectancy Mode ” outlined below will hold valued satisfied employees and the public presentation steps will be wholly aligned with the administrations needs as detailed by Mello ( 2006 page xxxx ) .

Aids directors to find the results that each employee values

Directors should specify public presentation degrees in mensurable footings

Directors can find if coveted degrees of public presentation are come-at-able

Directors can associate coveted public presentation to results desired by employees

Clarifies that perceptual experiences, non reality determine motive

Clarifies that motive will be highest when employees perceive many benefits, but non needfully many wagess

Compensation being rewarded by regard, trust, trueness and a greater sense of authorization is the right way for the administration. The ultimate scheme is to make an appropriate mix of fiscal and non-financial compensations systems. Direct compensation in wages should be aligned with the best in category within the industry ( fairness skiding scale wages established by occupation categorization ) & A ; increase inducements such as fillips, committees, preparation and development to “ The Ritz-Carlton Leadership Centre ” to attractive and retain the best performing artists. With respects to indirect compensation, apart from the lawfully required a full reappraisal should be undertaken for the indirect options such as retirement pension programs, life insurance, flexible working strategies etc. to guarantee they are comparative to the market topographic point. The recommendation for the “ Self Managing Teams ” will complement the recommendation to use squad based versus single wage based on public presentation which will promote flexibleness and co-operation within the squads.

Contribution of HR Policies to Organisational Performance

The dramatic success of the hotel is attributed by many industry experts to its superior service quality and client focal point. Such a focal point has helped the Ritz to invariably distinguish its merchandises and services from the competition, enabled it to turn fast without compromising its committedness to its clients and allowed it to sit out bad old ages without losing concern or compromising its operational and fiscal consequences.

Bing a member of the service industry, the administration is people driven and significantly dependent upon the quality and effectivity of its work force for the realization of its strategic and concern aims.

The company has formulated its HRM policies in line with its strategic aims and the complete HR system is geared to presenting of high quality criterions. It has one-sidedly adopted employee oriented and client focussed HR policies and processs that are basically Best Practice in nature and designed to bring forth high degrees of employee productiveness. The Ritz treats its employees with the extreme self-respect both within and outside the administration and is publically proud of their cognition, accomplishments, abilities and part to the administration.

The company pays great attending to preparation, an activity that continues throughout the working life of all employees, increases their cognition and accomplishments and optimises their public presentation. Team spirit, corporate pride and human self-respect are common to all employees ; a General Manager is expected to pick up a burnt coffin nail from the rug, even as the junior most employees have the powers to pass considerable amounts of money without holding to take permission from their higher-ups, if it is to farther guest satisfaction. Ritz employees are known to travel to great lengths to guarantee guest satisfaction, taking their invitees to come once more and once more and increasing the hotel ‘s client keeping to dizzy degrees. Such motive is cogent evidence of the function of Human Resource Management in the singular success achieved by the administration.


HR direction patterns have clearly come a long manner since the yearss when the responsibilities of forces sections were restricted to enrolling people, keeping leave records, and fixing salary sheets. HRM is now felt to be a critical direction map that is instrumental in accomplishing the strategic aims of concern administrations.

Whilst administrations are still divided on the acceptance of Best Fit or Best Practice schemes, or on exchanging over from Command and Control systems to 1s that are most participative, there is small uncertainty over the importance of careful choice, good preparation, effectual communicating, public presentation assessment and attractive compensation in increasing organizational public presentation and competitory advantage.

Greater Numberss of administrations, particularly those in the cognition sector are besides seeing the advantages of employee engagement and authorization in bettering organizational invention and employee committedness and motive ; which in bend consequences in sweetening of competitory advantage and concern success.

The Ritz Carlton is an of import illustration of the superb operational and fiscal consequences that can be achieved by administrations in the service sector through good planned and expeditiously implemented employee oriented HR patterns on a consistent footing. The administration ‘s committedness to its employees in good and bad times and its acceptance of employee authorising HR policies and patterns has enabled it to accomplish startling degrees of client service and leading in quality, market portion, and repute.

Leave a Reply

Your email address will not be published.