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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
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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 2017-06-21 04:59:40AM

Solr Details

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author Michelli, Joseph A., 1960-
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callnumber-first H - Social Science
callnumber-subject HD - Industries, Land Use, Labor
callnumber_sort_arlington 658.4092 MICHE
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date_added 2011-01-26T05:00:00Z
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local_callnumber_exact_arlington 658.4092 MICHE
local_callnumber_left_arlington 658.4092 MICHE
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oclc (OCoLC)192109821
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 Aurora Hills
physical xvi, 284 p. ; 22 cm.
popularity 3
primary_isbn 9780071548335
publishDate 2008
publishDateSort 2008
publisher McGraw-Hill,
rating 2.5
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subject_facet Corporate culture, Customer services, Leadership, Success in business, Total quality management
target_audience Adult
target_audience_full Adult
title The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company
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_sort new gold standard 5 leadership principles for creating a legendary customer experience courtesy of the ritz-carlton hotel company
title_sub 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company