The new gold standard : 5 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 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. A Primer On Leadership Examines The Five Key Principles Behind The Ritz-carlton Hotel Company's Unparalleled Success And Customer Service Innovations. 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: A- Understanding The Ever-evolving Needs Of Customers; B- Empowering Employees By Treating Them With The Utmost Respect; C- Anticipating Customers' Unexpressed Needs And Concerns; D- Developing And Conducting An Unsurpassed Training Regimen. -- Jacket. 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. By Joseph A. Michelli. Includes Bibliographical References And Index. 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#8212;from the corporate office and hotels around the globe#8212;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 Contents......Page 9 Foreword......Page 11 Acknowledgments......Page 15 1 The Ritz-Carlton Experience......Page 21 Principle 1 Define and Refine......Page 37 2 Set the Foundation: Communicating Core Identity and Culture......Page 39 3 Be Relevant......Page 64 Principle 2 Empower through Trust......Page 91 4 Select—Don’t Hire......Page 93 5 It’s a Matter of Trust......Page 114 Principle 3 It’s Not about You......Page 137 6 Build a Business Focused on Others......Page 139 7 Support Frontline Empathy......Page 166 Principle 4 Deliver Wow!......Page 183 8 Wow: The Ultimate Guest Experience......Page 185 9 Turn Wow into Action......Page 207 Principle 5 Leave a Lasting Footprint......Page 225 10 Aspire, Achieve, Teach......Page 227 11 Sustainability and Stewardship......Page 248 Conclusion: A Lasting Impression......Page 276 Notes......Page 285 Sources......Page 293 B......Page 297 C......Page 298 G......Page 299 L......Page 300 P......Page 301 S......Page 302 U......Page 303 Z......Page 304 Taking you behind the scenes; this book 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. -- Edited summary from book