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


Product Information

Feature

McGraw-Hill

Product 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.

Technical Details
Binding
Hardcover
Number of Pages
304
Product group
Book
Brand
McGraw-Hill
Label
McGraw-Hill Education
Edition
1
Publisher
McGraw-Hill Education
Publication date
July 4, 2008
Author
Joseph Michelli
Language
English (Published), English (Original Language)
EAN
9780071548335
ISBN-10
0071548335
Item Dimensions L x W x H
6.3 x 1.1 x 8.6 inches
Item Weight
1.05 pounds
MPN
9780071548335
Manufacturer
McGraw-Hill Education
Studio
McGraw-Hill Education



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