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

Auteur : Joseph A Michelli
Éditeur : New York : McGraw-Hill, ©2008.
Édition/format :   Livre : AnglaisVoir toutes les éditions et les formats
Base de données :WorldCat
Résumé :
A primer on leadership examines the five key principles behind the Ritz-Carlton Hotel Company's unparalleled success and customer service innovations.
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Détails

Genre/forme : Case studies
Type d’ouvrage : Ressource Internet
Format : Livre, Ressource Internet
Tous les auteurs / collaborateurs : Joseph A Michelli
ISBN : 0071548335 9780071548335
Numéro OCLC : 192109821
Description : xvi, 284 p. : ill. (some col.) ; 23 cm.
Contenu : 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.
Responsabilité : Joseph A. Michelli.
Plus d’informations :

Résumé :

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  Lire la suite...

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Données liées


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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."
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