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

著者: Joseph A Michelli
出版商: New York : McGraw-Hill, ©2008.
版本/格式:   图书 : 英语查看所有的版本和格式
数据库:WorldCat
提要:
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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类型/形式: Case studies
材料类型: 互联网资源
文件类型: 书, 互联网资源
所有的著者/提供者: Joseph A Michelli
ISBN: 0071548335 9780071548335
OCLC号码: 192109821
描述: xvi, 284 p. : ill. (some col.) ; 23 cm.
内容: 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.
责任: Joseph A. Michelli.
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摘要:

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  再读一些...

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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."@en
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