The
new gold standard
5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company
Michelli, Joseph A.
creator
text
bibliography
nyu
New York
McGraw-Hill
c2008
2008
monographic
eng
xvi, 284 p. ill. (some col.) 23 cm.
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.
Joseph A. Michelli.
Includes bibliographical references (p. 265-271) and index.
Ritz-Carlton Hotels (Firm)
Management
Case studies
Leadership
Success in business
Customer services
Total quality management
Corporate culture
HD57.7 .M525 2008
658.4/092
0071548335 (alk. paper)
9780071548335 (alk. paper)
2008007056
DLC
141215
20210506063013.0
329598