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Michelli, Joseph A., 1960-

The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / Joseph A. Michelli. - New York : McGraw-Hill, c2008. - xvi, 284 p. : ill. (some col.) ; 23 cm.

Includes bibliographical references (p. 265-271) and index.

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.

ISBN: 0071548335 (alk. paper) 9780071548335 (alk. paper)

LCCN: 2008007056

Subjects--Corporate Names:
Ritz-Carlton Hotels (Firm)--Management--Case studies.

Subjects--Topical Terms:
Leadership.
Total quality management.
Corporate culture.
Customer services.
Success in business.

LC Class. No.: HD57.7 / .M525 2008

Dewey Class. No.: 658.4/092