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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
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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.
Product details
Hardcover: 304 pages
Publisher: McGraw-Hill Education; 1 edition (July 4, 2008)
Language: English
ISBN-10: 0071548335
ISBN-13: 978-0071548335
Product Dimensions:
6.3 x 1.1 x 8.6 inches
Shipping Weight: 1 pounds (View shipping rates and policies)
Average Customer Review:
4.4 out of 5 stars
110 customer reviews
Amazon Best Sellers Rank:
#22,273 in Books (See Top 100 in Books)
First, I invite you to watch the brief video portion of this review, where I quote key passages that illustrate major points.Now, in addition to the “nuggets†I cited in the video, consider these:The Ritz-Carlton company excels because of its renowned mission, yes—yet also because management pays attention to tiny details. When a new writing pen failed to function properly, even after distribution to many of the company’s properties, leaders admitted the mistake and funded another try by designers and manufacturers.As Michelli notes about the company’s culture, the renowned Mystique requires methods, so “systems have to be in place to ensure seamless communication and continuity of care for customers. . .inter-departmental training, mock drills for preparedness, situational cross-training, quality improvement teams†and more.An amusing incident reflects the inconvenience employees (known as Ladies and Gentlemen) will endure to meet a guest’s needs. When a guest noticed he had failed to pack his formal shoes, an employee, who wore the same size, left the hotel and returned with a pair of his own (worn only once for a wedding) to solve the guest’s problem.Michelli achieves a rare combination with this book—providing thorough documentation, yet keeping the reader captivated with lively incidents, quotations, and observations.As my video review recommends, get this book, share it with your team, discuss it thoroughly, apply it to your company, and put its customer experience guidelines into action.
Enjoyed reading the history fo the Ritz brands and the way hospitality workers think and produce results that delight us. I feel after a while it got repetitive and the book could have been 20% shorter and gotten its point across. If you are in the industry or just want to understand why and how travel is changing, i highly recommend it
Book is tough to get through. Lots of repetition. I felt he could have told the same story with more effect in a third of the pages. Overall concept is good, but it goes on and on.
This book was a class assignment reading from my first MBA class. The principles and values discussed in this book, with plenty of examples, are very similar to the ones I have found in the agile community. The respect for each other, empowering of the people, collaboration and continuous feedback are at the heart of most successful businesses, in addition to training, innovation, self commitment. I enjoyed the inclusion of the corporate responsibility to the environment and humanity found at this company. Good reading.
This book exemplifies the practices of Ritz Carlton in a way that it makes it seem like a dream hotel chain. Although they provide excellent customer service but in my stays at Ritz Carlton, my experiences have been average at best.Read this book not from the point of view of getting in awe of Ritz Carlton but rather how Customer Service is or should be at the heart of the a company and how through empowering employees you can achieve giant milestone.If you are a Hotel owner, you will get some excellent ideas from this and if your someone in the service industry you'll be able to understand how customer service can be taken a notch above.Good read all in all.
Had to read this for my Marketing class. It's fine, but nothing groundbreaking. It does hammer home how creepy Ritz Carlton is though - they all but stalk their guests to ensure that they have a good experience on site.
Great book on leadership principles- has a ton of good examples on how Ritz Carlton exceeds expectations along with examples of how they've failed customers. Excellent book!
Good read which reminded me of many of the leadership characteristics which I have seen to be the signs of a great leader. Showed me some new ways of explaining some concepts which made more sense that other ways I have seen and read them.
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