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OSNOVINI PROBLEMI USLUŽNIH ORGANIZACIJA NEDOSTACI U UPRAVLJANJU LJUDSKIM RESURSIMA: LOŠA REGRUTACIJA NEJASNOST ULOGE I KONFLIKT INTERESA LOŠ SISTEM EVALUACIJE I NAGRAĐIVANJA NEDOSTATAK TIMSKOG RADA NEDOVOLJNA OVLAŠĆENJA...

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ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS GOLD STANDARD The Credo The Motto The Three Steps of Service Service Values The Employee Promise  

ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS THE CREDO The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities for our guests who will always enjoy a warm, relaxed, yet refined ambience. The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.

ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS MOTTO At The Ritz-Carlton Hotel Company, L.L.C., "We are Ladies and Gentlemen serving Ladies and Gentlemen." This motto exemplifies the anticipatory service provided by all staff members.

ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS THREE STEPS OF SERVICE A warm and sincere greeting. Use the guest's name. Anticipation and fulfillment of each guest's needs. Fond farewell. Give a warm good-bye and use the guest's name.

ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS SERVICE VALUES: I AM PROUD TO BE RITZ-CARLTON I build strong relationships and create Ritz-Carlton guests for life. I am always responsive to the expressed and unexpressed wishes and needs of our guests. I am empowered to create unique, memorable and personal experiences for our guests. I understand my role in achieving the Key Success Factors, embracing Community Footprints and creating The Ritz-Carlton Mystique. I continuously seek opportunities to innovate and improve The Ritz-Carlton experience. I own and immediately resolve guest problems. I create a work environment of teamwork and lateral service so that the needs of our guests and each other are met. I have the opportunity to continuously learn and grow. I am involved in the planning of the work that affects me. I am proud of my professional appearance, language and behavior. I protect the privacy and security of our guests, my fellow employees and the company's confidential information and assets. I am responsible for uncompromising levels of cleanliness and creating a safe and accident-free environment.

ORANIZACIONA KULTURA THE RITZ-CARLTON HOTELS THE EMPLOYEE PROMISE At The Ritz-Carlton, our Ladies and Gentlemen are the most important resource in our service commitment to our guests. By applying the principles of trust, honesty, respect, integrity and commitment, we nurture and maximize talent to the benefit of each individual and the company. The Ritz-Carlton fosters a work environment where diversity is valued, quality of life is enhanced, individual aspirations are fulfilled, and The Ritz-Carlton Mystique is strengthened.

Senior Catering Manager Experience the Work Clara continues to work at The Ritz-Carlton because she really likes being empowered. While some employers require you to get a manager's permission before acting, working at The Ritz-Carlton means you are trusted to solve problems on your own each and every day. The training you're provided enables you to use your talents to address any situation you might encounter. "Why do I like working at The Ritz-Carlton? My answer may be simple but it's exactly how I feel. You are empowered to create unique and innovative memories that leave lasting impressions. What a remarkable feeling." Clara Senior Catering Manager

OSNOVE DOBRE POLITIKE LJUDSKIH RESURSA – TOČAK USPEHA 1. Zaposliti prave ljude 2. Podržati ih (trening zaposlenih i podrška drugih službi) 3. Motivisati ljude na pravi način LIDERSKI MENADŽMENT KOJI: Fokusira napore cele organizacije na način da podrži uslužni personal Podržava jaku uslužnu kulturu poslovanja povezanu sa dobrom uslugom i profitabilnošću Širi vrednosti koje inspirišu, daje energiju i vode uslužni personal Dobra usluga i produktivnost

BEST COMPANIES TO WORK FOR Rank Company Job growth U.S. employees 1 SAS 3% 5,629 2 Boston Consulting Group 2% 1,713 3 Wegmans Food Markets 6% 39,255 4 Google N.A. 5 NetApp 9% 5,455 6 Zappos.com 37% 1,843 7 Camden Property Trust 0% 1,719 8 Nugget Market -2% 1,240 9 Recreational Equipment (REI) -1% 9,380 10 DreamWorks Animation SKG 10% 1,994 Izvor: CNN MONEY, 100 Best Companies to Work For

ZAŠTO JE NAJBOLJE RADITI ZA ?

KAKO DOMAĆE FIRME DODATNO MOTIVIŠU SVOJE RADNIKE ?  KOMPANIJA STIMULANS Specijalni razvojni programi za telentovane i ključne ljude kompanije. Motivacionim programom "Vip star” nagrađuju se najuspešniji. Za decu zaposlenih otvoren je vrtić u okviru firme. Organizovanje obuka za razvoj veština (prodaje, komunikacije, prezentacije), tim bilding druženja, sportske manifestacije. Uskoro otvaranje nove zgrade sa dodatnim sadržajima: odmorište, vrtić, medicinski centar. Novčani bonusi za najbolje i organizovanje sportskih aktivnosti i nagradnih putovanja za zaposlene. Zagarantovani godišnji bonusi za sve zaposlene. Naknade za trudničko bolovanje 100 odsto. Finansijska pomoć za radnike na dužem bolovanju.

ULOGA POTROŠAČA U ISPORUCI USLUGE POMAŽE SEBI POMAŽE DRUGIMA PROMOVIŠE KOMPANIJU