the trick lies in the efficiency in human resource management.

The company distinguishes

itself by the performance of the human assets. This means that the Ritz-Carlton has ensured
that its employees are the best in the business. The quality of the services offered by the Ritz-
Carlton Company in its hotels and resorts is attributed to the efficiency of the recruitment
process. Patrick Mene joined the company in 1990 and he revolutionized the focus of the
company. He inspired the management function of the company to focus on quality
enhancement through training and development programs for the employees. According to
Mene, a company cannot get perfect employees; rather, it should facilitate the development
of perfection for the existing human assets. Through his relentless efforts, the company has
developed a culture of developing a human asset base that guarantees quality services
(Milakovich, 2005).

Mene also helped the company to propagate the strategy of offering personalized services to
the loyal customers. For instance, he compelled the management function to adopt the culture
of providing monogrammed pillowcases to customers when they visited one of the hotels
repeatedly. One of the secrets of the company is the provision of intensive training programs
for the employees.

he Ritz-Carlton Company has focused on ensuring that the employees are satisfied with their
working environment. For instance, the company ensures that there are enough employees to
handle the workflow without overworking. The reviews provided by the employees of the company
indicate that the Ritz-Carlton Company respects its employees, and the management treats them as
the most important assetsKeeping the employees happy has led to the development of a human
asset base that is not only inspired to keep customers happy, but one that is willing to continue
learning to enhance their skills in service delivery.