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.
Foreword
Acknowledgments
Chapter 1 : The Ritz-Carlton Experience
Principle 1 : Define and Refine
Chapter 2 : Set the Foundation : Communicating Core Identity and Culture
Chapter 3 : Be Relevant
Principle 2 : Empower Through Trust
Chapter 4 : Select - Don't Hire
Chapter 5 : It's a Matter of Trust
Principle 3 : It's Not About You
Chapter 6 : Build a Business Focused on Others
Chapter 7 : Support Frontline Empathy
Principle 4 : Deliver Wow!
Chapter 8 : Wow : The Ultimate Guest Experience
Chapter 9 : Turn Wow into Action
Principle 5 : Leave a Lasting Footprint
Chapter 10 : Aspire, Achieve, Teach
Chapter 11 : Sustainability and Stewardship
Conclusion : A Lasting Impression
Notes
Sources
Index
