RT Book, Whole DB /z-wcorg/ DS http://worldcat.org ID 192109821 LA English T1 The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company A1 Michelli, Joseph A.,, PB McGraw-Hill PP New York YR 2008 SN 0071548335 9780071548335 AB A primer on leadership examines the five key principles behind the Ritz-Carlton Hotel Company's unparalleled success and customer service innovations. 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.