THE KRITZ-CARLTEEN CORPORATE PHILOSOPHY

The Kritz-Carlteen Hotel Company has grown to over 50 hotels worldwide with plans for further expansion in Europe, Africa, Asia, the Middle East, and the Americas. It has won numerous awards, and its business practices provide a benchmark not only in the hotel industry, but also in other sectors. Its corporate philosophy is based on an unwavering commitment to service.

1.____________: The executive team works with employees when issues arise, no matter how small. They lead by example: 'People believe what they see, not what is said.'

2.____________: The General Manager (GM) is involved in the interview process of all employees to show how important that individual is to the company. The GM will try to determine whether candidates are seeking a long-term relationship with the hotel.

3.____________: After an initial two-day orientation and 30 days of training, every employee receives at least 130 hours of training a year in company culture, their department, language, and computer skills. There is also a daily briefing.

4.____________: This is ensured through breakfast meetings between the GM and employees, regular meetings between the executive team and department managers, talks by the executive team to the entire staff, and sessions with HR and randomly selected employees to discuss concerns. Every employee can speak in private with the GM or HR Director and there are also employee satisfaction surveys.

5.____________: Employees are empowered to spend up to $2,000 to resolve customer complaints. Employees are also encouraged to be innovative and creative in improving their jobs, without a lengthy and bureaucratic approval process.

6.____________: Employees record a guest's check-in, room service, and housekeeping preferences. These are then entered in the Kritz-Carlteen's worldwide database, so whenever guests make a reservation at a Kritz-Carlteen hotel, their needs are known and taken care of.

7.____________: Employees are recognized for outstanding customer service at staff meetings, on the HR bulletin board, and also by colleagues, who send first-class compliment cards for service excellence. The Five-Star Employee Award rewards the winner with a five-night stay for two at a Kritz-Carlteen anywhere in the world.

1. How has the Kritz-Carlteen achieved such radical improvements?

2. To what extent do you agree with the Kritz-Carlteen corporate philosophy?

3. Which of their business practices do you find most innovative? As an employee? As a guest?

4. What other factors could contribute to

· your satisfaction as a hotel guest?

· staff satisfaction at a hotel?

TEXT 5

Read the text and be ready to discuss each point of cultural values. Rank them in order of importance for yourself. Can you add any more?

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