7=SimSun visits Asia's best employer, the gentleman and lady, to visit the best Asian employer and best employer in China at the Portman Ritz-Carlton Shanghai, co-hosted by John, Special Consulting and Far East Economic Review. In the selection, the Portman Ritz-Carlton Shanghai is ranked first in the rankings.
On January 1, 1998, Ritz-Carlton took over the management of Shanghai Portman, and the American-American Italian Mr. Di Gaozhi was from 2 soils. 600 was sent to the special correspondent Mingli Shanghai by the US headquarters. As the general manager so far. During this time. As the hotel's internal employee satisfaction increased from 70 to 96, customer satisfaction increased from 92 to 97. Despite the continuous new hotels joining the competition, the turnover has increased by 18. It ranks among the top stars in Shanghai. It can be said. Di Gaozhi is a competent professional manager and a best corporate culture spokesperson.
1Satisfaction is the best employer to remember the top 2 employers in Asia. There is a Ritz-Carlton hotel in the name, and the Portman Ritz-Carlton in Shanghai is the first name. You think Portman and the other 39 in the world. What are the advantages or differences between the Jia Hotel? The interview with the famous company last year, our company made a survey on employee satisfaction, Shanghai Portman Ritz-Carlton's employee satisfaction is the highest among the 39 Ritz-Carlton hotels. We are very happy, but we immediately said that there is still room for improvement, because there is always a need for improvement.
I hope that you can understand my confidence because I am very proud. I am proud of all the staff in our hotel. We are doing the right thing, but we are constantly improving.
We have good employees, this is the most important benefit, so they really work happily. Another point is that we have trust and trust each other to do the cut.
We have achieved outstanding results, employees are happy, guests are happy, the hotel makes money, the boss will be happy. This is the best situation that our hotel can achieve.
In the best employer's selection, Portman's employee satisfaction is as high as 96. Of course, there is a lure of lucrative salary, but it also depends on other methods of your hotel's human resources, such as monthly. Breakfast with the general manager is no less than 13 hours per year for the promotion of employee training positions. You can introduce this aspect of Di and employees to have breakfast together to help promote the relationship with employees. Every month I have breakfast with different employees in different departments. Take this opportunity to find out how they are doing and how they feel. This kind of breakfast is not formal, they just tell me casually how they feel at work in the hotel. I can often get improvement from it. Although we have a satisfaction of up to 96, but not 100, there will always be some unsatisfactory places, and some can be improved through my efforts. About these. Employees share with me. I also share with them every time I get the good ideas I got from them and what I learned from my employees. Bring the other responsible person to the hotel.
These things are small. But it's important, we have to pay attention to these small details. For example, employees should receive clean uniforms in the morning, and uniforms will be cleaned at night. This is the philosophy that our entire company insists on.
Training is another question. Everyone needs to be trained. Training is learning, and this is important everywhere. Especially in China. Shanghai people are very smart, they want to have a good present. Because they will learn and develop as much as possible for everyone, because they want to know what my future is. The basic personal requirements are to find a job, take care of the family, and they want to be the pride of the family. In this way, they all want to know where the future is, how to develop the company within 10 years within 5 years in a year. If I want to be a foreman, can I, yes, you can. If I want to be a general manager. Can I, yes, you can. There are many examples of how to develop personal promotion in our hotel. I have a lot of local department managers and I am doing a very good job. Now they are still learning, constantly improving the mother's chance of cherishing and employee illness. I heard that when you first came to Portman five years ago. . The first thing to do is to lead the senior executive to clean up the staff restaurant. Now that 5 years have passed, you or your senior executive will do something similar for the employees. Di is doing this every day.
The last midnight of 1999. I and my supervisor have cleaned up the staff restaurant. Worked all night. In fact, I want to bring this kind of information to employees, I hope they can maintain this level every day.
This is our basic requirement. Now I am no longer cleaning the staff restaurant. Because it keeps very clean every day, just like the restaurant used by guests.
But I am still doing something else. For example, if I see something falling on the ground, I will pick it up on the exterior of the Portman Ritz-Carlton Shanghai. I do this kind of thing in time every day.
I am doing this part of my work. Everyone does their part of the job, keeps each part, and prepares everything, so the whole company does a good job. Sometimes we don't need to do anything creative, just follow the company's culture and philosophy, work happily, and be proud of it.
When you first arrived at Portman, you participated in the interview of each employee. Now you are still interviewing each new employee, Di is. Yesterday I also interviewed 7 new employees.
Finding the right person to get the job done is the most important thing and the reason for our success.
I started to use the right person. Then you can support them. Learn about them, train them, and help them become the people they want to be.
I went to interview them, not to decide whether to hire them, and the special department leaders would know if they are suitable for the job they applied for. I am more concerned about why they join our company. I want to know this person myself. In fact, human resource management must first know the talents of the skills that individuals possess. We firmly believe that it is best to make the best results.
This of course will take me a lot of time, but when I use the time to decide whether to choose an individual. I think it is worth it. The person I interviewed yesterday was very good. We talked for about 20 minutes and I can learn from her.
I don't have the opportunity to get in touch with every employee every day. This is an opportunity for me to directly understand the employees.
The decision is made by the department manager, and the message I want to convey to them is that you are important to the company for the company.
The right to have a lady and a gentleman Everyone at Portman has a second use of $2,000 for customer service.
What kind of psychological significance this $2,000 is for employees, the circumstances in which employees used such expenses, and the rights of employees to trust and trust our employees, so I give this right to employees. This means that I trust you to do anything to take care of the guests.
Immediately ask questions and immediately satisfy the guests. Otherwise the customer will tell your foreman manager and come to me.
It is not for them to solve this question, that is, I am going to solve this question. Obviously, it is much better to solve the problem by the employee than to solve it by me.
We have many and many examples. For example, if a guest is dissatisfied with the meal, the employee can provide them with another food drink or other. Even if some questions are caused by the guests, we also have the responsibility to take care of them. On one occasion, the guest forgot the laptop at the hotel. He called back from Beijing to the hotel and said he needed to use it. Our plane ticket sent the computer to Beijing and bought a ticket back. Two tickets in the day are due to the needs of the guests. I don't want to think about it. I believe that I made a speech at a meeting with 250 general managers in Beijing last month. I was asked the same question. I clearly remember that when I said this number, everyone's eyes were so big, all the general managers asked why, I said, I believe them, and they deserve my trust. Employees will use this money better than anyone else and will let each guest say it.
In the first best-selling selection, in terms of the most satisfactory answer to the company, the staff asked the hotel to treat us as gentlemen and ladies. This sentence is also the motto of the hotel management staff. You can explain this sentence. Words, Di is our motto, and I have heard people say that I like this sentence many times. This sentence means that we are gentlemen and ladies, our guests are gentlemen and ladies, and we are equal to our guests. This gives us a sense of pride, respect for work, no matter what our work is. Because we are professional and provide professional services, we are not servants. There is a big difference between them. The servant is because you pay for his money, he goes to do the job, but we get paid for the work we do because we do it because we do it so that we can steal. This is where gentlemen and ladies serve gentlemen and ladies.
Now, the mottos of many companies are very similar to ours. I went to other hotels to see the mottos written on their walls. But this is the way we believe in and the company culture that is different from our creativity. We adhere to this culture every day and set up various examples every day. Just like every other thing, you have to practice it and use it to believe it, every day. I think action is more important than the sentence itself.
I remember that you have been the general manager of Shanghai Portman Ritz-Carlton for 5 years, and have been in Shanghai for 5 years. What do you think is the biggest change for you in this city? Di has changed too much, most notably The change is that competition is getting more and more intense. When I came, there were only a few star-rated hotels in Shanghai. Now I have 15 star-rated hotels and many good star-rated hotels. This is a significant change. This is a very competitive competition. We must make sure that we are doing the right thing. Pick the right people, train them, trust them. The competition is becoming more and more fierce. Of course, not only for many other companies in the business and service industries, but also many small companies have come to Shanghai. Many new hotels were established before. Let's take a look at our hotel and see what we have been through. We feel very proud. Because in this city we are successful. Just now you said that there are more and more star-rated hotels. Does that mean that your employees are facing more temptations? What is the turnover rate of your latest statistics? The more hotels you enter into Shanghai, the more experienced employees, the high salaries and the good jobs, which is of course a temptation. But most of our employees like their work and want to keep their jobs. My employees didn't think about leaving, joining companies in other industries, or working for another hotel. The turnover rate of a hotel is 150, the turnover rate of a luxury hotel is 50. And our employee turnover rate is 20, which is very low. The whole industry is unique.
Remember that the photo at the end of this photo is a photo of you when you get the best employer in Asia. Do you remember the mood at the time, this photo was taken when we got the best employer in Asia in China, when I was laughing.
I have won such an honor at a Hong Kong hotel. But I am still very excited, there are such a large group of people to pick up this award with me. This kind of success needs everyone to share. This is a honour for human resources. Our bosses are also very proud, because they know what they are doing to satisfy their employees, and ultimately they will bring a satisfactory return.
The selection of the best round of the best employer has been carried out. I know that you have also participated. I don’t know if I still have the confidence to win the China’s Asian Di, Di. I can say with confidence. Because I believe we are doing the right thing, every day. Although there are many differences between the company and the company, it is based on outstanding practice. We should win this is what I want to say now.
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