Ritz-Carlton Shanghai Pudong Service Weaknesses: Staff Hiring, Training, and Empowerment

One of the service weaknesses of The Ritz-Carlton Hotel Shanghai Pudong lies in its staff hiring, training, and empowerment. The hotel has been criticized for its lack of diversity in terms of its employees, with a majority of its staff members being Chinese nationals. This limited diversity can make the hotel less welcoming to international guests who may prefer to interact with staff who speak their language or understand their culture. Moreover, the hotel's training program has been found to be insufficient, resulting in a lack of consistency in service quality across different staff members. Additionally, there is a lack of empowerment among the hotel staff, who may not be authorized to make on-the-spot decisions to resolve guest complaints or issues. This can lead to delays in addressing guest concerns and ultimately damage the hotel's reputation.