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 Features

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

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:

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.

What Customers Say About The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company:

This book inspires you to look at things differently. Weather you have great principles and practices already implemented or you're looking for ways to improve your business this is a great book to learn from. If you're not improving then you business and you will be left behind. Yes, you have policies buy they should be guidelines and up for review anytime someone runs into one. It doesn't matter if you're in the hospitality business or not. Ask yourself, why are we doing things this way and is there any other way to do it.

Kudos to Joseph. It presents the principles that have guided Ritz Carlton to become the premier brand that it is. This is probably the best book I've read on Customer Service. The New Gold Standard should be emulated by hotels the world over.

of these things at our various hotels over the years.As has been said--there has always been a direct correlation between employee satisfaction and guest satisfaction. This quality is apparent andtransmitted to the guest.Curiously enough these properties always seem to have the best trained staff, they are the cleanest and service is above standard for their particular level.We always hope that we have been doing some-all-many. I have been in the hotel business for many years and am obviously familiar with the Ritz Carlton mystique. I for one hope that with all the changes over the last few years at the company that it does not lose some of its luster.The beauty of this book is that Hotels/motels from no stars to five stars can benefit from its list of practices.This is because the key element of a great hotel no matter what level its degree of luxury is its employees.From this book one picks out key words that define it:Integrity-Respect-Honesty-Committment-Giving.The best places to stay, whether it is a Motel 6 or the Ritz Carlton are properties where there is a very noticeable air of respect and friendliness between management and employees.

Everyone can learn some good lessons from this one. Close to half of this book is simply relaying stories of how RC staff steps up, many of them very touching and endearing. An agency I work with gives this book to all of their new clients. It is quite inspiring and demonstrates that size and geography have nothing to do with how well service can be delivered by engaged employees.

Incredibly, no one ever wrote a corporate biography about The Ritz-Carlton, and its secrets of success and service, until Joseph A. He shows how the company's leaders teach the "Ladies and Gentlemen" on its staff to live its mission and precepts.

Yes, it really is all that. Michelli uses quotes and examples to illustrate every point (and is still supporting his position long after the reader's neck is sore from nodding in agreement).

Even if you've never stayed at a luxurious Ritz-Carlton hotel, you are likely to know of the hospitality chain's sterling reputation. He details the five principles Ritz-Carlton employees follow to create a memorable, or "wow," customer experience.

getAbstract believes this book offers any businessperson a valuable case study in excellence and service. Few companies enjoy such powerful brand recognition; after all, the word "ritzy" has become part of the English vocabulary.

Michelli took on this project.