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» » The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company e-book

Author:

Joseph Michelli

Language:

English

Category:

Business

Subcategory:

Management & Leadership

ePub size:

1769 kb

Other formats:

mobi doc mbr doc

Rating:

4.6

Publisher:

McGraw-Hill Education; 1 edition (July 4, 2008)

Pages:

304

ISBN:

0071548335

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company e-book

by Joseph Michelli


Электронная книга "The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company", Joseph Michelli

Электронная книга "The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company", Joseph Michelli. Эту книгу можно прочитать в Google Play Книгах на компьютере, а также на устройствах Android и iOS. Выделяйте текст, добавляйте закладки и делайте заметки, скачав книгу "The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company" для чтения в офлайн-режиме.

The New Gold Standard: . .has been added to your Cart. This book exemplifies the practices of Ritz Carlton in a way that it makes it seem like a dream hotel chain. The Ritz-Carlton company excels because of its renowned mission, yes-yet also because management pays attention to tiny details. When a new writing pen failed to function properly, even after distribution to many of the company’s properties, leaders admitted the mistake and funded another try by designers and manufacturers. Although they provide excellent customer service but in my stays at Ritz Carlton, my experiences have been average at best.

The New Gold Standard book. Even if you’ve never stayed at a luxurious Ritz-Carlton hotel, you are likely to know of the hospitality chain’s sterling reputation. Few companies enjoy such powerful brand recognition; after all, the word ritzy has become part of the English vocabulary. Incredibly, no one ever wrote a corporate biography about The Ritz-Carlton, and its secrets of success and service, until Joseph A. Michelli took on this project.

Xvi, 284 p. : 23 cm. 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.

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company PDF Books At 882 pages long from Author Joseph A. Michelli publisher McGraw-Hill Education Book isbn 0071548335 Date Release of Book 16–1–1998.

The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you . An agency I work with gives this book to all of their new clients

The New Gold Standard 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. An agency I work with gives this book to all of their new clients. Close to half of this book is simply relaying stories of how RC staff steps up, many of them very touching and endearing. traci, July 10, 2009.

Discover the secrets of world-class leadership! 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.

Author Michelli, Joseph . Michelli, Joseph. ISBN13: 9780071548335. More Books . ABOUT CHEGG.

Find many great new & used options and get the best deals for The New Gold Standard: 5 Leadership Principles for . 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.

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 principles behind The Ritz-Carlton Hotel Company's success and customer service innovations. It is intended for executives and managers at all levels.

The Ritz-Carlton experience Principle 1 : define and refine. Set the foundation : communicating core identity and culture ; Be relevant Principle 2 : empower through trust. book below: (C) 2016-2018 All rights are reserved by their owners.

Discover the secrets of world-class leadership!

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:

Understanding the ever-evolving needs of customers Empowering employees by treating them with the utmost respect Anticipating customers' unexpressed needs and concerns Developing and conducting an unsurpassed training regimen

Sharing engaging stories from the company's employees--from the corporate office and hotels around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it constantly hones and improves them.

The New Gold Standard 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.

Nidora
Dynen
This book was a class assignment reading from my first MBA class. The principles and values discussed in this book, with plenty of examples, are very similar to the ones I have found in the agile community. The respect for each other, empowering of the people, collaboration and continuous feedback are at the heart of most successful businesses, in addition to training, innovation, self commitment. I enjoyed the inclusion of the corporate responsibility to the environment and humanity found at this company. Good reading.
caif
Had to read this for my Marketing class. It's fine, but nothing groundbreaking. It does hammer home how creepy Ritz Carlton is though - they all but stalk their guests to ensure that they have a good experience on site.
Sinredeemer
This book exemplifies the practices of Ritz Carlton in a way that it makes it seem like a dream hotel chain. Although they provide excellent customer service but in my stays at Ritz Carlton, my experiences have been average at best.
Read this book not from the point of view of getting in awe of Ritz Carlton but rather how Customer Service is or should be at the heart of the a company and how through empowering employees you can achieve giant milestone.
If you are a Hotel owner, you will get some excellent ideas from this and if your someone in the service industry you'll be able to understand how customer service can be taken a notch above.

Good read all in all.
Usaxma
Great book on leadership principles- has a ton of good examples on how Ritz Carlton exceeds expectations along with examples of how they've failed customers. Excellent book!
Sataxe
Good read which reminded me of many of the leadership characteristics which I have seen to be the signs of a great leader. Showed me some new ways of explaining some concepts which made more sense that other ways I have seen and read them.
PC-rider
Book is tough to get through. Lots of repetition. I felt he could have told the same story with more effect in a third of the pages. Overall concept is good, but it goes on and on.
Inspirational account of Ritz-Carlton organizational behavior and how the company lives there motto, "Ladies and Gentlemen Serving Ladies and Gentlemen."

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