The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company - Hardcover

Michelli, Joseph A.

Hardcover

ISBN 10: 0071548335 ISBN 13: 9780071548335

Publisher: McGraw Hill, 2008

Synopsis

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.

About this title

Synopsis:

From the author of the "Wall Street Journal", "USA Today", and "BusinessWeek" bestseller, "The Starbucks Experience": leadership lessons from the company that turned customer service into an art form. The Ritz-Carlton Hotel Company. The name says it all. When it comes to quality, style, and unsurpassed service, this international company has set the gold standard for delivering the highest level of customer experience - which companies in all industries strive to meet. Now, for the first time, this world-class luxury hotel group has given bestselling author Joseph Michelli unprecedented access to their executives, staff, and award-winning Leadership Center training facilities. You'll discover the five key principles behind The Ritz-Carlton Hotel Company's unparalleled success and customer service innovations for which they are famous. For executives and managers at all levels, this book is pure gold.

From the Back Cover:

Set the "Gold Standard" for your industry.

• Define and Refine
• Empower Through Trust
• It's Not About You
• Deliver 'Wow!'
• Leave a Lasting Footprint

"Required reading for anyone who wants to learn how to create passionate employees and customers!" --Ken Blanchard, co-author of The One Minute Manager and The One Minute Entrepreneur

"The Ritz Carlton is the best hotel chain in the world because of the unique experience it offers. This book shows you how to install the same customer-focused attitude toward service that makes a world leader." --Brian Tracy, author of The Way to Wealth

About this edition

• Publisher: McGraw Hill
• Publication date: 2008
• ISBN 10: 0071548335
• ISBN 13: 9780071548335
• Binding: Hardcover
• Number of pages: 304