01814nam a2200325Ia 4500 329598 20210506063013.0 141215s2008 nyua b 001 0 eng 2008007056 0071548335 (alk. paper) 9780071548335 (alk. paper) (OCoLC)192109821 (OCoLC)184828462 (OCoLC)ocn192109821 DLC DLC BAKER BTCTA YDXCP C#P BWX CDX HNW DLC HD57.7 .M525 2008 658.4/092 22 658.4092 M6237n Michelli, Joseph A. 253610 Local The new gold standard 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company Joseph A. Michelli. New York McGraw-Hill c2008. xvi, 284 p. ill. (some col.) 23 cm. Includes bibliographical references (p. 265-271) and index. 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. Ritz-Carlton Hotels (Firm) Management Case studies. 269721 Local Leadership 124046 Success in business 175661 Local Customer services 83493 Local Total quality management 180799 80942 Corporate culture Local 246455 246455 0 0 ddc 0 658_409200000000000_M6237N 0 evl 189735 10 10 1 2016-05-27 Amazon 15.73 530035 0 658.4092 M6237n 80000002527391 2016-05-27 00:00:00 r:329598 z:Presup. 2014-15 6