The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company /
Michelli, Joseph A., 1960-
The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / Joseph A. Michelli. - xvi, 284 pages : illustrations (some color) ; 23 cm
Includes bibliographical references (pages 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.
0071548335 (alk. paper) 9780071548335 (alk. paper)
2008007056
Ritz-Carlton Hotels (Firm)--Management--Case studies.
Leadership.
Total quality management.
Corporate culture.
Customer services.
Success in business.
HD57.7 / .M525 2008
658.4/092
The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / Joseph A. Michelli. - xvi, 284 pages : illustrations (some color) ; 23 cm
Includes bibliographical references (pages 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.
0071548335 (alk. paper) 9780071548335 (alk. paper)
2008007056
Ritz-Carlton Hotels (Firm)--Management--Case studies.
Leadership.
Total quality management.
Corporate culture.
Customer services.
Success in business.
HD57.7 / .M525 2008
658.4/092