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The Portman Ritz-Carlton: Setting up our Ladies and Gentlemen for Success
Prior to 1998, The Portman Shangri-La Hotel in Shanghai was a five-star property much like any other in the city. Employee and guest satisfaction ranged between 70 and 80 percent, and finances were unspectacular. But after Mark DeCocinis and The Ritz-Carlton took over management of the hotel in early 1998, employee satisfaction soared, guests were much happier, and finances improved. In just a few years, then General Manager DeCocinis and The Ritz-Carlton lifted the hotel to a level all its own, using a proven business approach and sound human resource management practices. The Portman Ritz-Carlton currently has more than 700 employees. For five consecutive years, its annual employee satisfaction rate has been the highest among all of the Ritz-Carlton’s 63 hotels worldwide, reaching 98 percent last year. And while the staff turnover rate for Asia’s hotel industry is 29 percent, the rate at The Portman Ritz-Carlton is a modest 15 to 16 percent. Its guest satisfaction rate is between 92 and 95 percent and its annual financial growth at 15 to 18 percent year on year. In recent years, The Portman Ritz-Carlton has won award after award in recognition of its successful formula. For three consecutive times, it was named “Best Employer in Asia” by Hewitt Associates and “Overall Best Business Hotel in Asia” by Bloomberg TV. For the fifth time, it has been selected the “Best Business Hotel in China” by Business Asia magazine.
Mark DeCocinis: Regional Vice President, (Asia Pacific) The Ritz-Carlton Hotel Company
A native of Salerno, Italy, Mark DeCocinis was brought up in the United States. He brings more than 20 years of hotel experience to his position. He was formerly general manager of The Ritz-Carlton, Aspen, following posts as hotel manager and general manager of The Ritz-Carlton, San Francisco. He has held food and beverage director positions at Ritz-Carlton hotels and resorts in Amelia
Prior to 1998, The Portman Shangri-La Hotel in Shanghai was a five-star property much like any other in the city. Employee and guest satisfaction ranged between 70 and 80 percent, and finances were unspectacular. But after Mark DeCocinis and The Ritz-Carlton took over management of the hotel in early 1998, employee satisfaction soared, guests were much happier, and finances improved. In just a few years, then General Manager DeCocinis and The Ritz-Carlton lifted the hotel to a level all its own, using a proven business approach and sound human resource management practices. The Portman Ritz-Carlton currently has more than 700 employees. For five consecutive years, its annual employee satisfaction rate has been the highest among all of the Ritz-Carlton’s 63 hotels worldwide, reaching 98 percent last year. And while the staff turnover rate for Asia’s hotel industry is 29 percent, the rate at The Portman Ritz-Carlton is a modest 15 to 16 percent. Its guest satisfaction rate is between 92 and 95 percent and its annual financial growth at 15 to 18 percent year on year. In recent years, The Portman Ritz-Carlton has won award after award in recognition of its successful formula. For three consecutive times, it was named “Best Employer in Asia” by Hewitt Associates and “Overall Best Business Hotel in Asia” by Bloomberg TV. For the fifth time, it has been selected the “Best Business Hotel in China” by Business Asia magazine.
Mark DeCocinis: Regional Vice President, (Asia Pacific) The Ritz-Carlton Hotel Company
A native of Salerno, Italy, Mark DeCocinis was brought up in the United States. He brings more than 20 years of hotel experience to his position. He was formerly general manager of The Ritz-Carlton, Aspen, following posts as hotel manager and general manager of The Ritz-Carlton, San Francisco. He has held food and beverage director positions at Ritz-Carlton hotels and resorts in Amelia