7/25/2019 Human Resources Across Culture
1/17
The Critical Review of Human resourcesacross the culture and the
implementation in Ritz CarltonWorldwide
By : Valerize Fetrica Parhat (309180)
For : Mr. Pierre O. Botteron
Unit : HRAC- Human Resource Across Culture
Submission Date: 21 st March 2014
Word count: 2,910 words
7/25/2019 Human Resources Across Culture
2/17
Luzern MBA
ASSIGNMENT FRONT COVER
CTH/ or Student Number: 309180 Student name: Valerize Fetrica Parhat
Centre name: IMI University Center Tutor name: Mr. Pierre O. Botteron
Unit title: HRAC- Human Resource Across Culture
Centre final mark:
CTH final result:
Plagiarism score:
Student statement
I hereby declare that this assignment is my own work and any use of materials from other sourceshas been referenced accordingly.
Student signature: Date:
Tutor statement
I hereby confirm that to the best of my knowledge this assignment is the student's own work andhe/she has not collaborated in the production of this assignment with any other person. I also
confirm that I have a record of this student's progress tutorial/s.
Tutor signature: Date:
7/25/2019 Human Resources Across Culture
3/17
Executive Summary
The paper provides the explanation of human resources across culture. The company has to
manage the cultural diversity in workplace. In the other word, human resource is the key
success for the company to manage and create the high performance of the employees.Essentially, the employee value proposition will guide the company to obtain the best value
of company. The Ritz Carlton has a way to manage the employee thus make the employee
will give the best service to customer. The Ritz Carlton has a motto to provide the genuine
service by creating a customer perception. In managing their employee, The Ritz Carlton
hotel chain has gives the leadership training to personal and professional staff. The program
includes The Ritz Carlton value and the management system in The Ritz Carlton. The
company encourages the employee to treat the customer in the best way.
7/25/2019 Human Resources Across Culture
4/17
Table of content
Page
Executive summary
1. Introduction 1
2. The EVP (Employee Value Proposition) 1
3. Managing the cultural diversity in the workplace 4
3.1 The Five Cultural Dimension 5
3.1.1 Power distance Index 5
3.1.2 Individualism 6
3.1.3 Masculinity 6
3.1.4 Uncertainty Avoidance Index 7
3.1.5 Long Term Orientation 7
4. The Ritz Carlton way 8
4.1 Performance Strategy 9
4.1.1 Leadership 10
4.1.2 Motivation 10
4.1.3 Recognition 10
5. Conclusion 11
Bibliography 12
7/25/2019 Human Resources Across Culture
5/17
Page | 1 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
1. Introduction
Human resource is a key function of the organization since it will give the company a
good workforce. The human resources management in the organization can improve the
employee performance since the human resources management includes training,
recruiting, and managing the wages and salaries. The human resources management will
give the company more valuable staff. Since the human resources will select the right
person who match to company goal in recruitment process. The goal of human resources
also to manage the employee behavior so the employee can be productive to increase the
revenue for company. The chosen organization that will discuss in this paper is Ritz
Carlton hotel worldwide.
2. The EVP (Employee Value Proposition)
Employee value proposition is the value that the employee obtains through employment
(Manpower, 2009). This value should be developed by company to gain benefit to attract,
motivate and retain the employee. The employee will know what they stand for in the
workforce. The commitment and performance of the employee will exchange the value
what company offers. The employee value proposition will indicate the contribution from
the employee to deliver the company value to customer. The contribution of employee
includes knowledge, skill, talent, behaviors, time and energy (Davenport, 2013). The
company should know how to organize between the employee need and the reward that
the employee can get from their good performance. The EVP refer to collective array of
program that an organization offers in exchange of employment (Towerswatson, 2012).
The goal of employee value proposition is to deliver the company value to the employee.
The EVP will make a clear vision of the employee and the employee will know proper
recognition that the employee will perceive. At the time when the organization improve
their human resources with a fully EVP evolved and reward strategy, an organization will
achieve a return on investment along as the employees have been known better what the
employee stand for in an organization development. EVP contain the brand promise and
customer engagement which include in business strategy that the employees have to
understand. The circle that can be tailored the Employee Value Proposition are the core
purpose and value that an organization desire to put in the employee experience. The core
7/25/2019 Human Resources Across Culture
6/17
Page | 2 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
purpose and value will link to culture and people focus to obtain the relationship between
company and employees. Employee Value Proposition will motivate the employee with
the total reward that the company compose to meet the employee satisfaction. Moreover
the Employee value proposition program should be appropriate with the company goal.
The effective of Employee Value Proposition will reflect the brand of the company that
related to reality in an organization (HBIgroup, 2012). The first element of attractive EVP
is identification the characteristic that the company wants to create in term to gain the
sense of identification the top performers. Secondly, the meaning and opportunity are
related to the communication between an organization and potential candidate that link to
working development. The belonging and satisfaction are definitely illustrated the factor
to retain the best performers by satisfy the employee needs. Finally, the commitment will
be the result of the sequent element that the company projected brand meet the employees
experience in their reality workplace.
The Employee Value Proposition will be the unique key driver of employee engagement
and retention (Ryan, 2010). The Employee value proposition will also link to employer
brand proposition (Ryan, 2010). There are 5 EVP categories of attributes such us the
reward, the work, the organization, the opportunity, and the people (CEB, 2014). The 5
categories of EVP have an attraction and commitment benefit. The balance of the 5
component will brings the best performance of employee in the workplace.
7/25/2019 Human Resources Across Culture
7/17
Page | 3 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
The reward for the employee includes several benefits that the company offers tomotivate the employee performance. The common rewards are compensation, health and
retirement benefit, and also vacation. The compensation includes all financial packages
for employee. The health and retirement are provided to give the benefit for employee
and their family. These will indicate that the employees are the most valuable aspect that
the company has to take care more. The vacation is provided by company to make the
employee satisfy about the company. The work is defined as benefit for employee yet
related to job requirement. The work includes business travel, job impact, andrecognition. The organization is the relationship between an organization reputation and
the customer desire. The company also has to take place in social responsibility. The
organization includes all the activity of work environment such us technology to invent
the new product, the amount risk that the company encourage the employee to take, and
the position that the company has take part in chosen market. The opportunity includes
such us the development and future career opportunities. The employee would be willing
to have a good understanding that can develop their knowledge to face the environment
changing. Besides that, the employee desire to have the career improvement over their
performance level. In the opportunities, an organization also had to have the stability
level so the company can give a stable amount of workforce turnover. The people will
influence the performance of the employee. The working environment has to set at the
comfy situation to build the best quality team. The people will provide the opportunities
for employee to socialize and make a good team collaboration to solve the problem
together.
7/25/2019 Human Resources Across Culture
8/17
Page | 4 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
3. Managing the Cultural diversity in the workplace
The cultural diversity in the workplace includes race, education, and sexual orientation
(Csaba, n.d.). The difference perception of the workforce will create the cultural diversity.
The company has to understand to manage the diversity to create the employee
engagement. In the fact, the cultural diversity in workplace yet becomes the uniqueness
value that can increase the positive outcomes in solving the issue with different way. The
company has to place a good way in managing and organizing the cultural diversity.
Employee motivation is a crucial factor to succeed in the business. An organization has to
place the right person at the right recognition. The employee will motivate when the
employee can get the right recognition from the company. Therefore, the company should
give the best recognition when the employee gives the progression time by time in
workplace. The pie below indicated the four layer of cultural diversity in the workplace
that includes internal dimension, external dimension and organizational dimension
(Gardenswartz, n.d.).
7/25/2019 Human Resources Across Culture
9/17
Page | 5 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
The important thing is the company has to maintain the employee satisfaction. In
managing the cultural diversity, the aspect that the company should know is how to have
a good communication and how to build trust with the employees (Csaba, n.d.). Social
norms will influence the way people interact in workplace. A multicultural workforce will
have the difference idea in solving the problem in the organization. The company has to
integrate the system to meet the diversity development. Thus means that the company
should has a right approach to manage multiethnic and multicultural groups (Bernardi,
2009). The integration value is a model to manage the cultural diversity. The approach of
this integration is how the company built the trust of workforce through emotional
approach and human right policy. This value will guide the company to the behavior of
the organization (Bernardi, 2009).
3.1 The Five Cultural Dimension
Geert Hofstede s Cultural dimensions theory is an analytical tool to disposal of the
Information operations practitioner (Wilbur, 2013). Geert hofstede has five essentials
of dimension that can influence the effective communication across the cultural
diversity. The dimension includes power distance index, Masculinity, uncertaintyavoidance index, and long term orientation.
3.1.1 Power Distance Index
Power distance is the extent to which the less powerful members of
organizations and institutions accept and expect the power distributed
unequally (Hofstede, n.d.). Power distance index will indicate the degree of
equality in the society. High power distance indicates that inequality power inthe society which is influence the hierarchy and relationship in the
organizational context. Low power distance cultures will indicate that an
organizational is more flexible in organizational structures. Low power
distance is inclining to delegate the responsibility. The low power distance
prefers to reflect the democratic political culture and strong respect to the rule
of the law (Wilbur, 2013). The western countries have a low power distance,
while China has high power distance index where indicate that China has a
7/25/2019 Human Resources Across Culture
10/17
Page | 6 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
high inequality between people (Kriss, 2006). The chart below indicates the
power distance index among western countries and China.
3.1.2 Individualism
Individualism indicates the degree of people in the society whether the
individuals integrated in society. The opposite of individualism is
collectivism (Hofstede, n.d.). This dimension will guide the company in
determining the strategy to communicate with the employee. The low degree
of individualism will indicates that the countries has a strong commitment inteam building and it is interpreted that the collectivism are more play
important role in that country.
3.1.3 Masculinity
The masculinity refers to the distribution of emotional roles between the
genders which is the fundamental issue for the company to find any solution
in cultural diversity (Hofstede, n.d.). This dimension is concerned in the role
7/25/2019 Human Resources Across Culture
11/17
Page | 7 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
of aggression, achievement, and gender roles in the culture (Wilbur, 2013).
The high of masculinity index indicate that the country has a high degree of
gender differentiation (Kriss, 2006).
3.1.4 Uncertainty Avoidance Index
The uncertainty avoidance index is focused on the level of tolerance for
uncertainty and ambiguity within the society (Kriss, 2006).A high uncertainty
avoidance indicate that the country has a low tolerance that the peoples are
tend to be driven by laws and rules (Kriss, 2006).
3.1.5 Long Term Orientation
The long term orientation shows a huge cultural mismatch (Kriss, 2006). A
high index score in long term orientation which indicates that the country has
attached more importance to the future (wikipedia, 2014). China has a high
long term orientation in comparison with the other western countries.
7/25/2019 Human Resources Across Culture
12/17
Page | 8 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
4. The Ritz Carlton Way
The gold standards of the Ritz Carlton hotel company encompass the value and
philosophy by which the Ritz Carlton operates as the credo, the motto, the three steps of
service, service value, the 6 th diamond, and the employee promise (TheRitzCarlton,
2014). As the Ritz Carlton has a motto We are ladies and gentleman serving ladies and
gentleman. The value that the Ritz Carlton delivers to customer is to place the genuine
care and comfort of all customers when the customers come to the hotel. The company
has created the several activities that can create a moment for customer that will bring a
good impact in customer perception. The motto of The Ritz Carlton hotel has to be
implemented to all of the staff in term to provide finest personal service. The Ritz
Carlton experience enlivens the sense, instills well-being, and fulfills even the
unexpressed wishes and needs of their guest (Frankson, 2013). The commitment to
deliver the best service to customer has reflected the performance of The Ritz Carlton
employees. There are three steps that The Ritz Carlton hotel chain has implement to all
staff. The first step in provide the best service to customer is A warm and sincere
greetings. The employees encourage in giving a warm greeting and also use the guest
name when the employees greet the customer. The second step in giving the best value
to customer is the employee has to anticipate all the customer need in term to deliver the
company value that the guest is a valuable thing that the company should keep. Along
the customer stay in The Ritz Carlton, the employees have to maintain the customer
satisfaction by knowing the needs of the customer. All employees should know how to
maintain the customer perception by provide what the customer usually order which
related to customers historical data. As The Ritz Carlton hotel chain become a luxury
7/25/2019 Human Resources Across Culture
13/17
Page | 9 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
brand in hotel chain, The Ritz Carlton often give the customer a WOW experience. It
includes in The Ritz Carlton mystique which the company want to give the customer
something to remember. The Ritz Carlton goal is to make a customer not only stay in
hotel but also the customer will feel like they coming home. The credo, motto, and step
in providing the best service are the most valuable things to maintain as it will brings the
company to gain a customer engagement. The Ritz Carlton has knowledge in the strategy
to obtain the customer expectation in term to provide the customer a genuine service.
The Ritz Carlton has to hire the right person to deliver t he companys value to customer.
Therefore, The Ritz Carlton will give the two days orientation that the new employee
will know the value of the company (Frankson, 2013). The Ritz Carlton empowers the
employees through the trust. The company will encourages all the employees to take
initiative and creative in hiring the new employees. The following gold standard from
The Ritz Carlton hotel chain has to set to deliver an excellence product and service.
Before the customer can be engaged, the company offers the luxurious experience by
providing the best service by a good know about the customer needs (Peoplemetrics,
2010). The Ritz Carlton believe that every story begin with employee promise
(TheRitzCarlton, 2013). The Ritz Carlton provides the learning for personal and
professional to develop the employee knowledge in term to redefine the core value that
the company wants to deliver to the customers. The Ritz Carlton is applied the principle
of trust, honesty, respect, integrity, and commitment to all of their employees.
4.1 Performance strategy
In developing the employees performance, Ritz Carlton provide the learning centre
that will increase the leadership skill of the employees. The program in learning
centre is to provide the personal and professional that can meet the business
objectives. The Ritz Carlton leadership centre has ranked in the top 10 of training
magazines Top 100 training organizations for six consecutive years
(TheRitzCarlton, n.d.). The program is designed to deliver maximum benefit to face
the specific issue in hospitality industry. The learning also provides the personal and
professional level the actionable strategies to make a decision at all various
management levels. The leadership training centre will guide all the staff to build
the customer loyalty in the company environment. The agenda also provide the
knowledge of the staff in term of The Ritz Carlton business management model.
7/25/2019 Human Resources Across Culture
14/17
Page | 10 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
4.1.1 Leadership
The approach plan in leadership strategy is the involvement of all senior
leaders to deliver the strong business structure. The leadership approach will
guide the company to gain the business excellence. The cause of the
leadership is to expand the passion for all the staff to deliver the
performance appraisal and give the company the best value in approaching
the gold standard. The gold standard consists of the credo of company, the
basics, three steps of service, motto and most recently and the employee
promises. The company has set a direction of the vision in 10 years, 5 years,
3 years objectives, 1 year tactics, Strategy, method, and foundation
(TheRitzCarlton, 2000).
4.1.2 Motivation
The motivation of the employees will come from how the manager can place
themselves as a good leader who always show the enthusiasm when the
leader communicate with the employees with respect greeting (Gallo, 2008).
The Ritz Carlton manager encourages the employee to embody the 12 value
in their service to put in the employee workplace. Therefore, to create a goodquality of employee, the management of Ritz Carlton should always giving
motivation and listening to their employees. By giving a motivation at
workplace, employee will have sense of belonging for the company.
Furthermore, employee that have motivated, will loyal to the company and
give the best service to the customer. If the customer has become satisfied,
they will come back again to the hotel and that is good for management The
Ritz Carlton to increase and improve their business.
4.1.3 Recognition
The Ritz Carlton recognized the employee for their commitment to company
that give the best service to the customer. The Ritz Carlton wants to deliver a
great guest experience during their stay at The Ritz Carlton. The
management wants to build and create employee passion for the hotel
business with gives awards to best employee who can demonstrate fulfillcommitment to the guest and could give direction to new employee about
7/25/2019 Human Resources Across Culture
15/17
Page | 11 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
what they should do in business. The management also gives rewards to the
employee that has been worked within 25 years of service with provided free
weekend at The Ritz Carlton properties around the world for the employee
and family (TheRitzCarlton, 2013). This strategy brings the company to
create a loyal and high quality of employee.
5. Conclusion
In conclusion of this paper, the paper describe about the importance of human resources
which consist of leadership, motivation and also recognition for the employee. Great
planning of human resources management will impact by create a loyal and high qualityof employee which will deliver a high service quality to the guest and guest will satisfied
with the company service. Guest satisfaction is importance factor for sustainability of the
hotel business. The human resource department function at hotel business, particularly in
The Ritz Carlton has play important role in delivering the company value to the
customer. Human resources department should manage the cultural diversity in the
workplace such as manage power distance, individualism, masculinity, uncertainty
avoidance, and long term orientation. The Ritz Carlton way indicate how the company
manage their employee with performance strategy.
7/25/2019 Human Resources Across Culture
16/17
Page | 12 Name : Valerize Fetrica ParhatStudent Number : 309180Unit : HRAC-Human Resource across culture
Bibliography Bernardi, E. &. T. A. F. D., 2009. Managing cultural diversity : Integration value and managementskill. [Online]Available at: http://www.pomsmeetings.org/confpapers/011/011-0559.pdf
[Accessed 19 march 2014].
CEB, 2014. Employement value proposition. [Online]Available at: http://www.executiveboard.com/exbd/human-resources/evp/index.page[Accessed 18 march 2014].
Csaba, N., n.d. managing a culturally diverse workforce in the hospitality industry. [Online]Available at: http://www.fse.tibiscus.ro/anale/Lucrari2013/Lucrari_vol_XIX_2013_086.pdf[Accessed 18 march 2014].
Davenport, T. O., 2013. the 4 stages of the employee value proposition. [Online]
Available at: http://www.tlnt.com/2013/02/20/the-4-stages-of-the-employee-value-proposition/[Accessed 18 march 2014].
Frankson, S., 2013. Ritz Carlton's core values & culture summary. [Online]Available at: http://corevaluesinstitute.ca/culture/ritz-carltons-core-values-culture-summary/[Accessed 19 march 2014].
Gallo, C., 2008. Employee Motivation The Ritz Carlton Way. [Online]Available at: http://www.businessweek.com/stories/2008-02-29/employee-motivation-the-ritz-carlton-waybusinessweek-business-news-stock-market-and-financial-advice
[Accessed 19 march 2014].
Gardenswartz, L. &. R. A., n.d. The effective management and cultural diversity. [Online]Available at: http://www.sagepub.com/upm-data/26078_pt2.pdf[Accessed 19 march 2014].
HBIgroup, 2012. Employee value proposition: become an employer of choice. [Online]Available at: http://www.thehbigroup.com/employee-value-proposition[Accessed 18 march 2014].
Hofstede, G., n.d. Dimensions of National Culture. [Online]
Available at: http://geerthofstede.com/dimensions-of-national-cultures[Accessed 19 march 2014].
Kriss, S., 2006. Hofstede's Five Cultural Dimensions. [Online]Available at: http://customerthink.com/hofstedes_five_cultural_dimensions/[Accessed 19 march 2014].
Manpower, 2009. the power of Employment Value Proposition. [Online]Available at: http://www.manpowergroup.com/wps/wcm/connect/bb69be1b-12cb-47d9-973f-f1ad2f22c66a/The+Power+of+Employment+Value+Proposition.pdf?MOD=AJPERES
[Accessed 18 march 2014].
7/25/2019 Human Resources Across Culture
17/17
Page | 13 Name : Valerize Fetrica ParhatStudent Number : 309180
Peoplemetrics, 2010. Why The Ritz Carlton is #1 in Customer engagement: 6 customer love factors intheir credo. [Online]Available at: http://www.peoplemetrics.com/blog/why-the-ritz-carlton-is-1-in-customer-engagement-6-customer-love-factors-in-their-credo/[Accessed 19 march 2014].
Ryan, M., 2010. Understanding the employee value proposition components. [Online]Available at: http://www.marcoryan.com/2010/08/understanding-the-employee-value-proposition-components/[Accessed 18 march 2014].
TheRitzCarlton, 2000. The Ritz Carlton Hotel Company, L.L.C. : 1999 Application Summary. [Online]Available at: http://corporate.ritzcarlton.com/NR/rdonlyres/22E2CEC9-62A4-4EA2-9C3C-51628265E10E/0/rcappsum.pdf[Accessed 19 march 2014].
TheRitzCarlton, 2013. Lifetime learning opportunities. [Online]Available at: http://www.marriott.com/ritz-carlton-careers/lifetime-opportunities.mi[Accessed 19 march 2014].
TheRitzCarlton, 2013. The Ritz Carlton Employee benefits. [Online]Available at: http://www.marriott.com/ritz-carlton-careers/company-information/benefits.mi[Accessed 20 march 2014].
TheRitzCarlton, 2014. Gold Standards. [Online]Available at: http://corporate.ritzcarlton.com/en/About/GoldStandards.htm[Accessed 19 march 2014].
TheRitzCarlton, n.d. The Ritz Carlton leadership center: strengthening your business is our pleasure.[Online]Available at: http://corporate.ritzcarlton.com/NR/rdonlyres/90CF1144-8FF2-4D1D-853A-6C8DA113DC63/0/LeadershipCenterBrochure.pdf[Accessed 19 march 2014].
Towerswatson, 2012. Employee value proposition: a key to getting and keeping the best. [Online]Available at: http://www.towerswatson.com/~/media/Pdf/Insights/IC-Types/Ad-hoc-Point-of-
View/2012/TW-EVP-8646-Perspectives-12-6-12(1).ashx[Accessed 18 march 2014].
wikipedia, 2014. Hofstede's cultural dimensions theory. [Online]Available at: http://en.wikipedia.org/wiki/Hofstede's_cultural_dimensions_theory[Accessed 19 march 2014].
Wilbur, D. S., 2013. Leveraging Hofstede's Cultural Dimensions Theory to Improve the Quality ofInformation Operations. [Online]Available at: http://smallwarsjournal.com/jrnl/art/leveraging-hofstede%E2%80%99s-cultural-
dimensions-theory-to-improve-the-quality-of-information-oper[Accessed 19 march 2014].