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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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Binding: Hardcover
Dewey Decimal Number: 658.4092
EAN: 9780071548335
Edition: 1
ISBN: 0071548335
Label: McGraw-Hill
Manufacturer: McGraw-Hill
Number Of Items: 1
Number Of Pages: 224
Publication Date: June 13, 2008
Publisher: McGraw-Hill
Studio: McGraw-Hill
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Editorial Review: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.
Customer Reviews
Average Rating: 
Rating: - Must read for those in the Hotel Business!
This is a fantastic book, something every Hotel Manager should read and keep in their personal library as well as motivate his/her team to do the same. It is a must read for those who are willing to provide high quality service on a consistent basis.
Rating: - Michelli Establishes the Platinum Standard for Books on Branding
Dr. Joseph A. Michelli has established the platinum standard for books on branding with his newest publication, The New Gold Standard. Michelli provides readers with an in-depth, experiential analysis of how employees bring to life the gold standards, credo, motto and values of The Ritz-Carlton Hotel Company brand. The book is filled with tons of WOW moments delivered by Ritz-Carlton employees, which result in exemplary service to their customers. As someone who works with organizations in the service ... Read More
Rating: - A Customer Service "Must Read" - Excellent!
As a business advisor and CEO coach to companies around the world, I read upwards of 120 books a year in order to find the very best ideas I can to help my clients succeed. I have several clients who are struggling to take the level of customer service their firms deliver to a much higher level -- so I sent every one of them a copy of this book! If you really want to understand what it takes to deliver consistently superior customer service "The New Gold Standard" is superb. When you combine it with Dr. ... Read More
Rating: - How to establish and then sustain a culture of superior service
As a frequent guest of Ritz-Carlton throughout much of my life, I can personally attest to the validity of its reputation for superior guest service in all respects. In fact, such service is consistently of such a high quality that guests take it for granted. Founder César Ritz observed long ago that "people like to be served, but invisibly." I agree while presuming to suggest that the "Ritz-Carlton experience" becomes visible whenever I stay elsewhere.
What we have in this volume is ... Read More
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