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

The New Gold Standard Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz Carlton Hotel Company 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 t

  • Title: The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
  • Author: Joseph A. Michelli
  • ISBN: 9780071548335
  • Page: 343
  • Format: Hardcover
  • 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 beDiscover 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 customersEmpowering employees by treating them with the utmost respectAnticipating customers unexpressed needs and concernsDeveloping and conducting an unsurpassed training regimenSharing 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.

    • Best Download [Joseph A. Michelli] µ The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company || [Poetry Book] PDF ✓
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      Posted by:Joseph A. Michelli
      Published :2019-09-13T16:03:44+00:00

    833 Comment

    Read all but last few pages of 4 chapter and chapter 5. Examples drone on and on. Book could've been much shorter. Great advice, but muddled in too many examples

    The New Gold Standard is an excellent book. The principles outlined in this book are very transferable to businesses, NGO's & churches.

    I work in hospitality industry and had a chance to talk to people from Ritz Carlton, including one General Manager.After reading this book, as well as book by Bill Marriott I fell in love with the business. It is such a well-organized system. I would like to point out several ideas:The importance of listeningContinuous improvement- borrow ideas from other industriesThe role of a leader is to support. Treat employees as you treat guests, if not betterCreate a clear mission statement and credo. Co [...]

    I was pleasantly surprised by this book. Though I am not naturally inclined to read business books, I found that this one to be accessable and to flow well throughout the book. While most business books I have read spend too much time talking about mission statements and vision statements and other corp-speak that sounds good on paper, but rarely makes it into practice, this book showed how the ladies and gentlemen of Ritz Carlton make it happen on a day to day basis.The real difference for that [...]

    An inside look at the Ritz-CarltonEven 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. He details the five principles Ritz-C [...]

    After reading this book, I will definitely try out a night at a Ritz Carleton hotel when and if i have the money But I will also take many of the lessons from the success of the Ritz-Carlton Hotels with me into my life as a rabbi. Michelli does a great job of weaving in narratives and principles of the RC's success. He creates a vivid portrait of the Ritz Carleton experience from top to bottom. This book is for anyone who wants to learn how to expand the way that they think about customer servic [...]

    Joseph A. Michelli provides the principles and practices that drive the exceptional customer service of the Ritz-Carlton brand. Why I gave this book five stars: Michelli provides the behind-the-scenes look including the good and the bad of Ritz-Carlton. Principles are clear. Illustrations abound. Penetrating questions are asked. If one wants to enhance "customer experience" The New Gold Standards provides exceptional practical help without being overly prescriptive.

    Very good information on how to run a quality centered organization or excellence. I recently stayed at a Ritz Carlton and recall many of the employees saying "my pleasure." I enjoyed reading about how the Ritz fosters a culture of excellent customer service throughout their international hotels from bottom up. I hope to bring some of this knowledge to the organizations I"m involved with.

    There are lots of great tid bits to be gathered from this book that I think if followed could help a company go from good to great! I'm very excited to implement some of the new gold standard into my business and for my employees!

    This was okay. There's a few good points in here, but if anyone wants to read it, I would recommend just skimming and reading only the sidebars. But ignore the biographical ones, just look for the ones with resources in them. Reading crappy books has put me in a foul mood.

    A detailed glance into the Ritz-Carlton world that can also be transformed into other business so that all can offer and be offered top-notch care and customer service. The world is truly a better place with Ritz-Carlton.

    Worth the read if you are in a client-facing enterprise and wish to set a standard for your client's experience. It was a little repetitive, as if the author was trying to cram in as many anecdotal survey results as possible.

    Good book on how to run an exemplary company. Good leadership principles. I liked that it also gave examples of where the company fell flat on its face.

    This was a really great book about an impressive company with an impressive customer service strategy. Highly recommend.

    Excellent lessons in training, management & culture for customer service environments. Easy read. My paper copy is marked up like crazy!

    Fantastic book! If you have customer or guest satisfaction as a goal in your career, this book will get you fired up and wanting to achieve a new level of excellent care for your guests! A+

    A must read for any hospitality professional, and even if you are in a customer service centric busienss .

    A few good business tips - but mostly an extended ad for how great Ritz Carlton is, and how you should spend the big bucks to attend their Leadership Center for your business.

    This is a great book to read to understand how to provide a better customer experience and become a more effective manager.

    Although I do like this book, I've had to return the copy I was borrowing and haven't had time to look for it at the library. Hope to finish it in the near future.

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