| Description |
1 online resource (xvi, 284 pages) |
| Series |
McGraw Hill professional |
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McGraw Hill professional.
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| Bibliography |
Includes bibliographical references. |
| 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. |
| Summary |
Taking you behind the scenes; this book 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. -- Edited summary from book. |
| Subject |
Ritz-Carlton Hotels (Firm) -- Management -- Case studies.
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Ritz-Carlton Hotels (Firm) |
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Corporate culture.
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Customer services.
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Leadership.
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Success in business.
|
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Total quality management.
|
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Organizational Culture |
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Leadership |
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Total Quality Management |
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Culture organisationnelle. |
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Service à la clientèle. |
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Leadership. |
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Succès dans les affaires. |
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Qualité totale. |
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Corporate culture |
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Customer services |
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Leadership |
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Management |
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Success in business |
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Total quality management |
| Genre |
Case studies
|
| Other Form: |
Print version: Michelli, Joseph A., 1960- New gold standard. New York : McGraw-Hill, ©2008 (DLC) 2008007056 |
| ISBN |
9780071641630 (electronic bk. ; Adobe Reader) |
|
0071641637 (electronic bk. ; Adobe Reader) |
|
9780071548335 (alk. paper) |
|
0071548335 (alk. paper) |
|
6611333193 |
|
9786611333195 |
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(alk. paper) |
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