Case Study

Portman Ritz-Carlton Shanghai: Asia's best employer

12 pages
July 2002
Reference: IMD-4-0262

In September 2001, the Portman Ritz-Carlton in Shanghai China took top honors in the first 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 work force at the five-star hotel. The case can be used to discuss the impact of employee satisfaction on customer satisfaction and the challenge of retaining well-trained, service-oriented and English-speaking employees in Shanghai’s tight labor market.

Employee Satisfaction, Employee Retention, Customer Satisfaction, Hotel
1998 - 2002
Field Research
© 2002
Available Languages
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