Research Catalog

The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company

Title
The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / Joseph A. Michelli.
Author
Michelli, Joseph A., 1960-
Publication
New York : McGraw-Hill, [2008], ©2008.

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Details

Description
xvi, 284 pages : illustrations (some color); 23 cm
Summary
"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 award-winning Leadership Center, best-selling author Joseph Michelli explored every level of leadership within the organization. He emerged with key principles that provide a customer experience unlike any other." "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."--BOOK JACKET.
Subjects
Bibliography (note)
  • Includes bibliographical references (p. 265-271) and index.
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.
ISBN
  • 0071548335 (alk. paper)
  • 9780071548335 (alk. paper)
LCCN
2008007056
OCLC
  • ocn192109821
  • 192109821
  • SCSB-9034531
Owning Institutions
Columbia University Libraries