The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company金牌标准 阿里云 lit azw3 txt pdf caj 下载 在线

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.

Foreword

SIMON F. COOPER, President,

The Ritz-Carlton Hotel Company, L.L.C.

Acknowledgments

1 The Ritz-Carlton Experience

PRINCIPLE　1 Define 'and. Refine

　2 Set the Foundation: Communicating Core Identity and Culture

　3 Be Relevant

PRINCIPLE　2　Empower through Trust

　4　Select—Don't Hire

　5 It's a Matter of Trust

PRINCIPLE 3　It's Not about You

　6 Build a Business Focused on Others

　7 Support Frontline Empathy

PRINCIPLE 4 Deliver Wow!

　8 Wow: The Ultimate Guest Experience

　9 Turn Wow into Action

PRINCIPLE　5 Leave a Lasting Footprint

　10 Aspire, Achieve, Teach

　11 Sustainability and Stewardship

Conclusion: A Lasting Impression

Notes

Sources

Index

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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 ***anization. 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 ***els around the globe--Michelli describes the innovative methods the company uses to create peerless guest experiences and explains how it c***tantly 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 ***anization. .