The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / Joseph A. Michelli.
By: Michelli, Joseph A
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Material type: 
BookPublisher: 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 businessDDC classification: Online resources: Table of contents only | Item type | Current location | Call number | Status | Notes | Date due | Item holds |
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General Circulation Books
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HD57.7 .M52 2008 (Browse shelf) | Available | BKO |
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.
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