In this fantastic recount of the culture change process that took place in the Ritz Carlton in Cleveland, Yael Ron – the hotel’s General Manager – shared with us the story of the past two years and explained how creating agreements between the members of the senior leadership team and later on with other managers and supervisors, played a critical role in the process.  In this meeting we could see how different components of this ‘New School’ Leadership come together to help people be more engaged, productive and happy.