The new gold standard: 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company

Book Cover
Average Rating
Publisher:
McGraw-Hill,
Pub. Date:
c2008.
Language:
English
Description

Discover the secrets of world-class leadership!

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:

  • Understanding the ever-evolving needs of customers
  • Empowering employees by treating them with the utmost respect
  • Anticipating customers' unexpressed needs and concerns
  • Developing and conducting an unsurpassed training regimen

Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them.

The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

More Details
ISBN:
9780071548335
Also in this Series
More Like This
Reviews from GoodReads
Loading GoodReads Reviews.
Staff View

Grouping Information

Grouped Work ID b54ee51f-7f38-b39f-1287-12d94ce1dae3
full_title new gold standard 5 leadership principles for creating a legendary customer experience courtesy of t
author michelli joseph a
grouping_category book
lastUpdate 2017-11-28 04:49:08AM

Solr Details

accelerated_reader_interest_level
accelerated_reader_point_value 0
accelerated_reader_reading_level 0
author Michelli, Joseph A., 1960-
author_display Michelli, Joseph A
collection_arlington Adult Nonfiction
detailed_location_arlington Central Adult Nonfiction
display_description
format_arlington Book
format_category_arlington Books
id b54ee51f-7f38-b39f-1287-12d94ce1dae3
isbn 9780071548335
item_details ils:.b12988091|.i13553847|Central Adult Nonfiction|658.4092 MICHE|||1|false|false|||||Due Dec 18, 2017|Oct 18, 2017|can||
itype_arlington Hardback
lexile_score -1
literary_form Non Fiction
literary_form_full Non Fiction
local_callnumber_arlington 658.4092 MICHE
owning_library_arlington Arlington Public Library, Aurora Hills, Central, Cherrydale, Columbia Pike, Connection Crystal City, Detention Center, Glencarlyn, Local History, Plaza, Shirlington, Westover
owning_location_arlington Central
primary_isbn 9780071548335
publishDate 2008
record_details ils:.b12988091|Book|Books||English|McGraw-Hill,|c2008.|xvi, 284 p. ; 22 cm.
recordtype grouped_work
scoping_details_arlington ils:.b12988091|.i13553847|Checked Out|Checked Out|false|false|true|false|false|true|999|||
subject_facet Corporate culture, Customer services, Leadership, Success in business, Total quality management
title_display The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company
title_full The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / by Joseph A. Michelli
title_short The new gold standard :
title_sub 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company