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658.4092
Michelli, Joseph A.,
   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.
  content: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)     Rs.   ISBN:9780071548335 (alk. paper)     Rs.

2008007056/