Human Resources Across Culture

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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


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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:


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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.


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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


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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


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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.


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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.


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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.).


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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


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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


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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.


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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


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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.


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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


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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.


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Page | 13 Name : Valerize Fetrica ParhatStudent Number : 309180

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Human Resources Across Culture

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