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."
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