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

Autore: Joseph A Michelli
Editore: New York : McGraw-Hill, ©2008.
Edizione/Formato:   Libro : EnglishVedi tutte le edizioni e i formati
Banca dati:WorldCat
Sommario:
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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Genere/forma: Case studies
Tipo materiale: Risorsa internet
Tipo documento: Book, Internet Resource
Tutti gli autori / Collaboratori: Joseph A Michelli
ISBN: 0071548335 9780071548335
Numero OCLC: 192109821
Descrizione: xvi, 284 p. : ill. (some col.) ; 23 cm.
Contenuti: 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.
Responsabilità: Joseph A. Michelli.
Maggiori informazioni:

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  Per saperne di più…

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