THE GOOD, THE BAD AND THE BEAUTIFUL OF EMPLOYEE EMPOWERMENT
We’re often asked: “Can employees at The Ritz-Carlton really spend $2,000 per day per guest?” The answer is, “yes.” At The Ritz-Carlton, everyone has $2,000/day per guest to make it right or delight, but the money is symbolic. No one is walking around with $2,000 in his or her pocket. However, from day one at your job, you’re encouraged and empowered to fix or improve a guest’s experience, and you may spend up to $2,000 to do this.
“Employee empowerment means being able to use my natural ability to create a lasting memory for guests or resolve a guest issue and have the confidence that my company supports me 100% in my effort,” explains a senior account executive at The Ritz-Carlton. “Sometimes the most delightful ‘wow’ moments happen in the blink of an eye. If employees are not empowered and need to cross layers of approval, these moments could be lost forever.”
Should The Hotel’s Management Empower its Employees/Staff?