reputation, and training the right person for the right job and mutual respect is what professionalism is all about.

This was the gist of the presentation by Ritz Carlton Rooms Executive and Quality Leader Ms Jennifer Matthews to the Bermuda Quality Awareness Team this week.

Ms Matthews works at the Atlanta Ritz Carlton, and as Quality Leader, helps to prepare for the Malcolm Baldridge Quality Award, trains problem solving teams, and oversees the internal defect programme and quality product reports.

Ms Matthews also acquires statistical information for the hotel in order to keep up with the goal of continuous improvement.

The Atlanta-based company manages 25 hotels that target industry executives, meeting and corporate travel planners and affluent travellers. Its comprehensive service quality programme has earned it the distinction of being the very best in each target market.

Ms Matthews said: "The company motto is `ladies and gentlemen serving ladies and gentlemen', but we are not servants at the Ritz Carlton. We are serving professionals. The guests dictate the friendliness level, but we have a mutual respect.'' "One of the main focuses of the Ritz Carlton is to get the right person into the right job. In this way they are `selected talent' and this reduces the high turnover rate.'' Currently the turnover rate in the hotel business in the United States is 100 to 110 per cent, but the Ritz Carlton's turnover rate for 1993 was 48 per cent.

"Recruits are evaluated to determine if they are high in empathy, relationship extension, work ethic, or cleanliness, or if they work better with computers or people. We want to know all of the things that make our people tick.'' The job training process is meticulous, and this ensures that each worker is competent.

"The first two days after employment, any employee whether they be a vice-president or a maid undergoes training with the executive committee and training manager learning about the company. After 21 days a follow up orientation occurs with a quality follow up after 60 days.'' "We also provide training certification. Within 30 days of their certification, employees will be certified in their job. There are standards for what that individual has to know and they are observed and inspected on those standards.'' But what stands out most about the Ritz Carlton philosophy is that the company is committed to empowering its employees.

"Empowerment is the ability for any employee to make their own decisions without having to come to the boss for an answer. One way of empowering is providing a $2000 spending authority, in which any employee can rebate a guest up to $2000 without the consent of a manager.'' And this scheme is maintained through trust and training, along with the right support mechanisms.

"Empowerment is the ability to move heaven and earth in order to make a person happy. Empowerment is also maintained through coaching and mentoring.'' "All this is necessary,'' she said, "to provide error-free service.'' MS JENNIFER MATTHEWS -- Ritz Carlton Executive.