Ritz Carlton - Culture
Diana R. Oreck – VP Global Learning and Leadership Center

Ritz Carlton currently employs 32,000 ladies and gentlemen – the given title used to address their employees. Within 3 years the goal is to add 30,000 more ladies and gentlemen, with the primary growth occurring abroad. This global growth raises a great concern for the retention of a traditionally deeply rooted culture. Though the culture at Ritz Carlton has always been strong, they now realize the importance of maintaining this strength as growth occurs at a rapid rate.

To maintain their culture across the world, Ritz Carlton has developed what they call a Golden Thread to tie together and emphasize their 16-component culture. This provides a structured culture that can be easily referenced and addressed. This written document is succinct and specific enough to be written on a small card, such that each employ can carry it in their back pocket.

A mandatory, 15-minute meeting occurs everyday – 3 times a day in hotels – to discuss one of the 16-components of the Ritz Carlton culture. Similar to Catholic Nuns, the list starts all over again once they have covered all 16, and the process is repeated.

When a new country is brought into the mix, cultural consultants are used to review the standards carefully, as well as offer cultural considerations that may alter the Golden Thread slightly. The Golden Thread cards have slight cultural nuances, but the language is timeless and transfers well into all countries, thus preserving a clear and controlled culture at Ritz Carlton.