Prós
They walk the corporate talk (of keeping customer service high) more than any other company I've worked for. Most service companies hire employees based on their perceived competence to do the work required, then attempt to "teach" them customer skills. The Ritz, however, interviews employees separately for both job skills and personal qualities. The latter interview is a personality profile that ascertains the applicant's spirit to anticipate and fulfill guest needs. Their philosophy subscribes to the belief that great employees are hired, not molded by the employer, and that job skills can be taught; but not so a guest-oriented attitude. Remember the smart, smiling, engaging cashiers on the old McDonald's commercials? Ritz employees are like that in real life.
Contras
Not having been in management there, I don't know if the hiring standards have been lowered, but new hires seem far less friendly than new hires once did. It seems now that management seeks in its new hires cold competence over friendliness, the "ladies and gentlemen serving ladies and gentlemen" ethos, and the desire to go the extra mile. A less friendly world has been reflected in less friendly Ritz-Carlton employees. Fortunately there are still plenty of tenured employees there to make one feel welcomed. Turnover is low for the hotel industry.