5 LEADERSHIP PRINCIPLES FOR CREATING A LEGENDARY CUSTOMER EXPERIENCE COURTESY OF THE RITZ CARLTON HOTEL COMPANY JOSEPH A. MICHELLI Primary Author mixed material bibliography USA McGraw Hill Education 2008 en English

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The Ritz-Carlton range of hotels are synonymous with untold luxury and pampering. With its continuous efforts to provide every small luxury for their customers, this hotel group has set a standard in the hospitality industry that few other can match up to. The New Gold Standard: 5 Leadership Principles For Creating A Legendary Customer Experience Courtesy Of The Ritz-Carlton Hotel Company by Joseph Michelli throws ample light on the leadership secrets that have pushed the company to achieve this kind of astonishing success. Essentially, the book takes readers on a journey behind the backdrop of this company and provides them with a broad overview into the executives, staff and leadership training facilities, which have all contributed immensely to its success. What the author has basically done is to explore the leadership level within the company and through this process, has unearthed certain principles that the company executives have used in order to reach the top. Some of these principles include understanding the dynamic needs of customers, treating employees with respect, anticipating customer needs and conducting a regular training regimen. The text, in fact, contains engaging tales from the employees of Ritz-Carlton, right from those who worked at the corporate office to those in the hotel. Through these tales, The New Gold Standard effectively highlights the leadership principles and tools that any business owner could practice in his or her own company to achieve the Ritz-Carlton group’s level of success. The New Gold Standard: 5 Leadership Principles For Creating A Legendary Customer Experience Courtesy Of The Ritz-Carlton Hotel Company was published by McGraw Hill Professional in 2008. It is available in hardcover. Key Features: The New Gold Standard: 5 Leadership Principles For Creating A Legendary Customer Experience Courtesy Of The Ritz-Carlton Hotel Company lets readers discover the secrets of successful leadership. 647.94068 9780070221741 POLITEKNIK PARIWISATA PRIMA INTERNASIONAL UPT. PERPUSTAKAAN - OPAC (Online Public Access Catalog) 647.94068 MIC t B00810 Perpus Utama 647.94068 MIC t THENEW.jpg.jpg 733 2018-04-10 11:11:14 2018-04-10 11:17:38 machine generated