The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Features

Additional The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Information

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:

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.

What Customers Say About The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company:

I know nothing about the Ritz-Carlton before I read this book, now I know everything - from company history, mission, values to staff training and engagement in corporate social responsibility.This is also a good read for those interested in such topics as leadership and management. I would therefore recommend you buy the printed version if you really want to sqeeze every juice of it.If by any chance you find my review useful, you might want to check out my blog: [.]. It offers 5 leadership principles which can be directly applied in your own company, especially the chapters about how Ritz-Carlton select, train and engage their staff members, who are closest and most critical in producing happy customers.The only thing I have to complain is that when the book is read on Kindle, some portions of a few pages (around 8 pages) were cut due to technical/ editing problem. It's just downright frustrating to see this happen. for other book reviews and posts about businesses, marketing and consumer behavior.

This for me is an appealing and practical approach as it is not limited to the hotel industry, is a wry and witty read, and has a decidedly entrepreneurial outlook. Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.

"The New Gold Standard" focuses on the Ritz-Carlton itself: issues of internal change and consistency since the recent takeover by Marriott from the original team. "The New Gold Standard" is a thorough, well organized book by consultant Joseph Michelli officially offered courtesy of the Ritz-Carlton/Marriott ownership.

Five star rating well deserved for this predominantly (but not entirely) hotel centered reference work.**Update, 2/12/10:** A new, related book has now been released by a group of Ritz-Carlton insiders and customer service systems designers on how to apply Ritz-Carlton methodology to any business at nearly any price point. Quite an excellent case study, and probably a defining book in both the hotel management and company biography genres since its publication a few years ago.

There is also information here on the turn of the century and before with Cesar Ritz, the way the team banded together during Katrina, how lateral service (an important concept) works in banquet service, and more. It teaches the Ritz-Carlton methodology initially in a hotel context but quickly moves on to its main focus: showing you how to apply Ritz-Carlton-style techniques to your own business, regardless of industry.

The authors of the new volume are Leonardo Inghilleri (the creator of the Ritz-Carlton Leadership Center/Training Institute); Micah Solomon (entrepreneur/customer systems developer); and the legendary Horst Schulze (Schulze, the Founding President of the Ritz-Carlton, is the man you generally hear credited with inventing the modern-day Ritz-Carlton methodologies).

Weather you have great principles and practices already implemented or you're looking for ways to improve your business this is a great book to learn from. This book inspires you to look at things differently. It doesn't matter if you're in the hospitality business or not. Ask yourself, why are we doing things this way and is there any other way to do it. Yes, you have policies buy they should be guidelines and up for review anytime someone runs into one. If you're not improving then you business and you will be left behind.

This is probably the best book I've read on Customer Service. The New Gold Standard should be emulated by hotels the world over. It presents the principles that have guided Ritz Carlton to become the premier brand that it is. Kudos to Joseph.

I have been in the hotel business for many years and am obviously familiar with the Ritz Carlton mystique. I for one hope that with all the changes over the last few years at the company that it does not lose some of its luster.The beauty of this book is that Hotels/motels from no stars to five stars can benefit from its list of practices.This is because the key element of a great hotel no matter what level its degree of luxury is its employees.From this book one picks out key words that define it:Integrity-Respect-Honesty-Committment-Giving.The best places to stay, whether it is a Motel 6 or the Ritz Carlton are properties where there is a very noticeable air of respect and friendliness between management and employees. This quality is apparent andtransmitted to the guest.Curiously enough these properties always seem to have the best trained staff, they are the cleanest and service is above standard for their particular level.We always hope that we have been doing some-all-many. of these things at our various hotels over the years.As has been said--there has always been a direct correlation between employee satisfaction and guest satisfaction.