5It’s a Matter of Trust

Trust each other again and again.When the trust level gets high enough,people transcend apparent limits,discovering new and awesome abilities forwhich they were previously unaware.

DAVID ARMISTEAD

When you look at Ritz-Carlton’s Service Values, it is clear that leadership has crafted guidelines to ensure that guests’ needs will be met. Whether those needs involve basic safety and security, a sense of emotional well-being, or the desire to be offered a unique memorable experience, the Service Values encourage staff to do what it takes to reliably care for the guest.

In order for the Ladies and Gentlemen to meet these fairly lofty objectives, the employees need to know they can trust leadership. Gilbert Fairholm, author ...

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