Bibliograph

The new gold standard, 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company, Joseph A. Michelli

Type

Label

The new gold standard, 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company, Joseph A. Michelli

Language

eng

Bibliography note

Includes bibliographical references (pages 265-271) and index

Illustrations

illustrations

Index

index present

Literary Form

non fiction

Main title

The new gold standard

Nature of contents

bibliography

Oclc number

192109821

Responsibility statement

Joseph A. Michelli

Sub title

5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company

Summary

When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed. The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization. He emerged with the key principles leaders at any company can use to provide a customer experience unlike any other, such as: a- understanding the ever-evolving needs of customers; b- empowering employees by treating them with the utmost respect; c- anticipating customers' unexpressed needs and concerns; d- developing and conducting an unsurpassed training regimen. -- Jacket

Table Of Contents

The Ritz-Carlton experience -- Principle 1: Define and refine. Set the foundation : communicating core identity and culture ; Be relevant -- Principle 2: Empower through trust. Select--don't hire ; It's a matter of trust -- Principle 3: It's not about you. Build a business focused on others ; Support frontline empathy -- Principle 4: Deliver wow! Wow : the ultimate guest experience ; Turn wow into action -- Principle 5: Leave a lasting footprint. Aspire, achieve, teach ; Sustainability and stewardship -- Conclusion: A lasting impression

resource.variantTitle

5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel CompanyFive leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company

Classification