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The new gold standard : 5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company / Joseph A. Michelli.

By: Material type: TextPublication details: New York : McGraw-Hill, c2008.Description: xvi, 284 p. : ill. (some col.) ; 23 cmISBN:
  • 0071548335 (alk. paper)
  • 9780071548335 (alk. paper)
Subject(s): DDC classification:
  • 658.4092
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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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.

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