Ritz-Carlton aligns 38,000 employees — Business Management Daily: Free Reports on Human Resources, Employment Law, Office Management, Office Communication, Office Technology and Small Business Tax Business Management Daily
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Ritz-Carlton aligns 38,000 employees

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in Leaders & Managers

When leading a luxury brand, success hinges on aligning every employee behind your mission.

At Ritz-Carlton, president Simon F. Cooper uses a communication tactic called the “lineup” to ensure all 38,000 employees are on the same page. It’s a 15-minute meeting during every shift.

The concept comes from the early restaurants of France, where the chef got all the waitstaff and the maitre d’ together before opening the doors.

“Part of the lineup is a ‘wow story,’ which means talking about great things that our ladies and gentlemen have done,” he explains.

It’s both a training and communication tool, both consistent and customized. Says Cooper, “It’s based on having the same message everywhere, every day, with each hotel layering on its own message.”

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