The New Gold Standard

5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

By: Joseph A. Michelli

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Hardcover | 13 June 2008 | Edition Number 1

At a Glance

Hardcover
304 Pages

Dimensions(cm)
21.84 x 16.0 x 2.79

Hardcover

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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.

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You Can Find This Book In

Non-Fiction Business & Management Sales & Marketing Customer Services Management & Management Techniques Quality Assurance QA & Total Quality Management TQM Text Books Higher Education & Vocational Textbooks Accounting, Business & Finance Higher Education Textbooks Education Careers Guidance Industrial or Vocational Training

Industry & Industrial Studies Service Industries Hospitality Industry Miscellaneous Items

Foreword	p. ix
Acknowledgments	p. xiii
The Ritz-Carlton Experience	p. 1
Define and Refine
Set the Foundation: Communicating Core Identity and Culture	p. 19
Be Relevant	p. 44
Empower through Trust
Select-Don't Hire	p. 73
It's a Matter of Trust	p. 94
It's Not about You
Build a Business Focused on Others	p. 119
Support Frontline Empathy	p. 146
Deliver Wow!
Wow: The Ultimate Guest Experience	p. 165
Turn Wow into Action	p. 187
Leave a Lasting Footprint
Aspire, Achieve, Teach	p. 207
Sustainability and Stewardship	p. 228
Conclusion: A Lasting Impression	p. 256
Notes	p. 265
Sources	p. 273
Index	p. 277
Table of Contents provided by Ingram. All Rights Reserved.

The New Gold Standard

5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

At a Glance

Hardcover

Shipping

How to return your order

Defective items

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