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Publisher's Summary

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:
• Understanding the ever-evolving needs of customers
• Empowering employees by treating them with the utmost respect
• Anticipating customers' unexpressed needs and concerns
• Developing and conducting an unsurpassed training regimen
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.
The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.
©2008 Joseph A. Michelli (P)2015 Brilliance Audio, all rights reserved. The Ritz-Carlton Credo © The Ritz-Carlton Hotel Company, L.L.C. All rights reserved. Reprinted with permission. © 1998, 2000 Gallup, Inc. All rights reserved. The content is used with permission; however, Gallup retains all rights of republication.
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Customer Reviews

Most Helpful

By love it on 09-12-16

great stories of the Ritz

This book included many great and inspiring stories of the employees of the Ritz. Would have rated the book higher, but it had many slow points throughout it.

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1 of 1 people found this review helpful

By Thomas R. Boyer on 09-06-15

Very good information

The ritz Carlton is an organization we can learn a lot from. Their culture is amazing. We will be trying to include a number of these items

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1 of 1 people found this review helpful

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Customer Reviews

Most Helpful

By JP on 07-26-15

Great for Hospitality Industry

Would you listen to The New Gold Standard again? Why?

Yes, if i were working in the hospitality industry.

Who was your favorite character and why?


What about Joseph A. Michelli and Tom Parks ’s performance did you like?

Well researched and some great stories came out.

Was this a book you wanted to listen to all in one sitting?


Any additional comments?

Excellent book but very hard to apply some of the insights from Ritz Carlton outwith hospitality.

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