Ritz-Carlton does not hire people.

It “selects” them.

Words are important.  What we call things matters.  At Ritz-Carlton, they believe the word “hire” suggests a short-term job.  To “select” someone implies a long-term career.

And, the emphasis is on long-term.  The hotel’s focus on retention has resulted in a significant reduction in overall turnover: From over 50% in 1991 to less than 21% today.  

Ritz-Carlton’s selection strategy is clear: Hire … continue reading