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

by Michelli, Joseph A.
Type: materialTypeLabelBookPublisher: New York : McGraw-Hill, c2008Description: xvi, 284 p. : ill. (some col.) ; 23 cm.ISBN: 0071548335 (alk. paper); 9780071548335 (alk. paper).Subject(s): Ritz-Carlton Hotels (Firm) -- Management -- Case studies | Leadership | Total quality management | Corporate culture | Customer services | Success in business
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.
Summary: This book weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization. List(s) this item appears in: BL: Hospitality and Tourism - New for Fall 2018
Item type Location Collection Call number Status Date due
Books-14days Books-14days Bissell Library
New Books Area
Non Fiction 658.4092 MIC (Browse shelf) Available

Includes bibliographical references (p. 265-271) and index.

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.

This book weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.

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