"When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company," Joseph Michelli told the us at the Amcham luncheon. "One of their key principles is that they empower employees by treating them with the utmost respect"
Empowerment is simply giving the people closest to the problem the authority and responsibility to resolve the problem.
If people are constantly saying "You'll have to talk to the manager, "It's not my job" or "I can't make the decision" then they are basically telling the customer that the leader has not empowered his people.
From left: Rae, Grace, TiTin
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