The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / by Joseph A. Michelli.

Cover image for The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / by Joseph A. Michelli.

ISBN:

9780071548335

Title:

The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / by Joseph A. Michelli.

Author:

Michelli, Joseph A., 1960-

Personal Author:

Michelli, Joseph A., 1960-

Publication Information:

New York : McGraw-Hill, c2008.

Physical Description:

[xviii], [286] p. ; 23 cm.

Contents:

Foreword / Simon F. Cooper -- 1. The Ritz-Carlton Experience -- Principle 1: Define and Refine -- 2. Set the Foundation: Communicating Core Identity and Culture -- 3. Be Relevant -- Principle 2: Empower Through Trust -- 4. Select - Don't Hire -- 5. It's a Matter of Trust -- Principle 3: It's Not About You -- 6. Build a Business Focused on Others -- 7. Support Frontline Empathy -- Principle 4: Deliver Wow! -- 8. Wow: The Ultimate Guest Experience -- 9. Turn Wow into Action -- Principle 5: Leave a Lasting Footprint -- 10. Aspire, Achieve, Teach -- 11. Sustainability and Stewardship -- Conclusion: A Lasting Impression.

Corporate Subject:

Ritz-Carlton Hotels (Firm) -- Management -- Case studies.

Subject Term:

Leadership.

Total quality management.

Corporate culture.

Customer services.

Success in business.

Format:

Books

Publication Date:

2008

Publication Information:

New York : McGraw-Hill, c2008.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
658.4092 MIC	Book	1	Standard shelving location	Searching... Unknown
658.4092 MIC	Not for loan	2	Standard shelving location	Searching... Unknown

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Summary

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.

Author Notes

Joseph A. Michelli, Ph.D. , is an internationallysought-after speaker and business consultant whose clients include Bridgestone Firestone, Nokia, TheHartford Insurance Group, and UCLA HealthSystem. The author of the bestselling The StarbucksExperience , he has appeared on The Glenn Beck Show and CNBC's On the Money .

Reviews (1)

Library Journal Review

Not many business books focus intently on a single company, but Michelli (The Starbucks Experience: 5 Principles for Turning Ordinary into Extraordinary) has done it again with a book about the Ritz-Carlton Hotel Company. This is at first glance a book about luxury. Many books describe a trend toward luxury worldwide; for instance, Michael Silverstein and Neil Fiske's Trading Up: The New American Luxury considers how Americans in particular relish small luxury treats, such as handbags, drinks, or weekend getaways. Michelli's new book is unquestionably tapping into the same trend. Yet a company that has survived for over a century must be about more than trends. This book describes those timeless elements that the company has institutionalized to allow it to grow and maintain the superb service for which it is known; service is in fact the core issue. It's not simply, in the case of the Ritz, about timeless buildings with tasteful appointments. As Michelli points out, it's embodied by the mantra "gentlemen and ladies serving gentlemen and ladies." This work would be useful for libraries with collections on hospitality and customer service, as well as large business school collections or corporate libraries. It is not appropriate for smaller general-circulation libraries.--Stephen E. Turner, Turner Assoc., Abington, PA (c) Copyright 2010. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.

Simon F. Cooper

Foreword	p. ix
Acknowledgments	p. xiii
1 The Ritz-Carlton Experience	p. 1
Principle 1 Define and Refine
2 Set the Foundation: Communicating Core Identity and Culture	p. 19
3 Be Relevant	p. 44
Principle 2 Empower through Trust
4 Select-Don't Hire	p. 73
5 It's a Matter of Trust	p. 94
Principle 3 It's Not about You
6 Build a Business Focused on Others	p. 119
7 Support Frontline Empathy	p. 146
Principle 4 Deliver Wow!
8 Wow: The Ultimate Guest Experience	p. 165
9 Turn Wow into Action	p. 187
Principle 5 Leave a Lasting Footprint
10 Aspire, Achieve, Teach	p. 207
11 Sustainability and Stewardship	p. 228
Conclusion: A Lasting Impression	p. 256
Notes	p. 265
Sources	p. 273
Index	p. 277

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Summary

Summary

Author Notes

Reviews (1)

Library Journal Review

Table of Contents