McGraw-Hill Companies
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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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
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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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Book Details
ISBN:
9780071548335
EAN:
0071548335
Binding:
Hardcover
Pages:
304
Authors:
Joseph A Michelli
Publisher:
McGraw-Hill Companies
Published Date: 2008-04-07
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Very well written book that explains the Ritz Carlton experience and their goal to always excel in their space. The contents could have been condensed and still offered the same message. Definitely worth reading.
Awesome book. I have never stayed in a Ritz Carlton, but after reading this book, I looking forward to experiencing what inspired this book.
The book is an excellent dive into the history and missions of the Ritz Carlton as well as the in house culture of the company.
As someone in the hospitality business, I am always trying to find a way to improve service and to understand the service industry better. This book offers some brilliant insight and offers a stellar example of how to create a culture in my business of excellent service while keeping everyone happy. It is a shining example of how to instill pride into team members and how to set the bar for amazing customer satisfaction. I definitely learned much from this book!
Enjoyed reading the history fo the Ritz brands and the way hospitality workers think and produce results that delight us. I feel after a while it got repetitive and the book could have been 20% shorter and gotten its point across. If you are in the industry or just want to understand why and how travel is changing, i highly recommend it
