The Portman Ritz-Carlton Shanghai: Asia's Best Employer

Ellie Weldon and Matthew Chang

Asian Journal of Management Cases, 2004, vol. 1, issue 1, 109-120

Abstract: In September 2001, the Portman Ritz-Carlton in Shanghai China took top honors in the region-wide survey of the Best Employers in Asia. This case covers the actions taken by the general manager to build a satisfied and effective workforce at the five-star hotel. The case can be used to discuss the impact of employee satisfaction on customer satis faction and the challenge of retaining well-trained, service-oriented and English-speak ing employees in Shanghai's tight labor market.

Keywords: Employee satisfaction; customer satisfaction; retaining employees; Shanghai's competitive job market (search for similar items in EconPapers)
Date: 2004
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Persistent link: https://EconPapers.repec.org/RePEc:sae:anjomc:v:1:y:2004:i:1:p:109-120

DOI: 10.1177/097282010400100108

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