skip to content
The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company Preview this item
ClosePreview this item
Checking...

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

Author: Joseph A Michelli
Publisher: New York : McGraw-Hill, ©2008.
Edition/Format:   Book : EnglishView all editions and formats
Database:WorldCat
Summary:
A primer on leadership examines the five key principles behind the Ritz-Carlton Hotel Company's unparalleled success and customer service innovations.
Rating:

(not yet rated) 0 with reviews - Be the first.

Subjects
More like this

 

Find a copy online

Find a copy in the library

&AllPage.SpinnerRetrieving; Finding libraries that hold this item...

Details

Genre/Form: Case studies
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Joseph A Michelli
ISBN: 0071548335 9780071548335
OCLC Number: 192109821
Description: xvi, 284 p. : ill. (some col.) ; 23 cm.
Contents: The Ritz-Carlton experience --
Principle 1 : define and refine. Set the foundation : communicating core identity and culture ; Be relevant --
Principle 2 : empower through trust. Select--don't hire ; It's a matter of trust --
Principle 3 : it's not about you. Build a business focused on others ; Support frontline empathy --
Principle 4 : deliver wow! Wow : the ultimate guest experience ; Turn wow into action --
Principle 5 : leave a lasting footprint. Aspire, achieve, teach ; Sustainability and stewardship --
Conclusion : a lasting impression.
Responsibility: Joseph A. Michelli.
More information:

Abstract:

When it comes to quality, style, and service, The Ritz-Carlton Hotel Company has set the gold standard for delivering the highest level of customer experience. This book features the five key  Read more...

Reviews

User-contributed reviews
Retrieving GoodReads reviews...
Retrieving DOGObooks reviews...

Tags

Be the first.
Confirm this request

You may have already requested this item. Please select Ok if you would like to proceed with this request anyway.

Linked Data


<http://www.worldcat.org/oclc/192109821>
library:oclcnum"192109821"
library:placeOfPublication
library:placeOfPublication
owl:sameAs<info:oclcnum/192109821>
rdf:typeschema:Book
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
<http://id.worldcat.org/fast/1153015>
rdf:typeschema:Intangible
schema:name"Total quality management"@en
schema:name"Total quality management."@en
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:about
schema:copyrightYear"2008"
schema:creator
schema:datePublished"2008"
schema:description"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: a- understanding the ever-evolving needs of customers; b- empowering employees by treating them with the utmost respect; c- anticipating customers' unexpressed needs and concerns; d- developing and conducting an unsurpassed training regimen. -- Jacket."@en
schema:description"The Ritz-Carlton experience -- Principle 1 : define and refine. Set the foundation : communicating core identity and culture ; Be relevant -- Principle 2 : empower through trust. Select--don't hire ; It's a matter of trust -- Principle 3 : it's not about you. Build a business focused on others ; Support frontline empathy -- Principle 4 : deliver wow! Wow : the ultimate guest experience ; Turn wow into action -- Principle 5 : leave a lasting footprint. Aspire, achieve, teach ; Sustainability and stewardship -- Conclusion : a lasting impression."@en
schema:description"A primer on leadership examines the five key principles behind the Ritz-Carlton Hotel Company's unparalleled success and customer service innovations."@en
schema:exampleOfWork<http://worldcat.org/entity/work/id/498853033>
schema:genre"Case studies"@en
schema:genre"Case studies."@en
schema:inLanguage"en"
schema:name"The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company"@en
schema:numberOfPages"284"
schema:publisher
schema:url
schema:workExample
umbel:isLike<http://bnb.data.bl.uk/id/resource/GBA868095>

Content-negotiable representations

Close Window

Please sign in to WorldCat 

Don't have an account? You can easily create a free account.