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

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...

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Bibliographic Details
Main Author: Michelli, Joseph A., 1960- (-)
Format: eBook
Language:Inglés
Published: New York : McGraw-Hill c2008.
Edition:1st edition
Subjects:
Ritz-Carlton Hotels (Firm) > Management > Case studies.
Corporate culture.
Customer services.
Leadership.
Success in business.
Total quality management.
See on Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009627508206719
Table of Contents:
  • 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.

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