In approximately 1991 the RitzCarlton Hotel Company, a US hotel chain, determined that a quality selection process which hired the right people to do the right things right was essential to the meeting of the that each of the company's hotels would consistently achieve world-class customer service. The company interviewed its top performers and benchmarked their key talents as a criterion for selecting individuals with the right talents for the job and the company. The company analysed the data ...

BPIR Categories

9.3.3 Recruit, select & hire employees
14.2.4 Conduct best practice/ process benchmarking
15.4.5 Employee recruitment, retention, succession plans

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