Experiencing World Class Service Excellence
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individual product lines – (apart from Ritz Carlton) for service or ambience benefits.
At a given volume, typically margin will be traded against volume to share the benefits with customers and deliver greater incremental income.
Staff Management
Most companies had developed their own psychometric recruitment models with a focus on good personal qualities and positive attitude rather than academic capabilities.
Training programmes were as much to do with culture and ethos as technical skills. There were frequent opportunities to re-affirm the personal and cultural fit.
There was a strong focus on personal accountability reinforced by family, team and community values. Employees are encouraged to about their feelings.
Entrepreneurial models prevailed and were reflected in the measurement and reward processes – ‘Go Huge or Go Home!’.
Promotion from
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