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

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.