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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.

What members say

Average Customer Ratings

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  • 4.5 out of 5.0
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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.

1 of 1 people found this review helpful

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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

1 of 1 people found this review helpful

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If you are after excellence, look here for clues

There was a lot in this book. I found it to be packed with content and I personally struggled to stay with it. This is a true work on mastering the mundane aspects of what makes a business great. The nuggets found was worth the effort to keep with the book

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I want to stay at a Ritz-Carlton

An inpiring book if you want to take customer service to the next level. One thing to note: you will most likely be disapointed with your next hotel stay after you read this book, you will think to yourself of all the ways your stay could have been better, if only you had stayed at a Ritz-Carlton.

  • Overall
  • Or
  • 09-02-17

Learning From The Best

The Ritz-Carlton Hotels Company is known for its renowned customer service culture. This book shows you the qualities each employee (Or Ladies and Gentlemen, as the company addresses its employees) needs to follow, and how you can implement these set of rules (The Gold Standard) to your organization.

Overall, this book is very inspiring and insightful, and although most of the information in the book is accessible in this way or another through the internet (Primarily through The Ritz-Carlton website and through The Ritz-Carlton Leadership Center website), it is great to have all information in one book.

I highly recommend leaders from all industries to dedicate their time to listen to this book and execute some of the tips to their organizations, primarily employee empowerment, because, The Ritz-Carlton is truly one of the best at the service field.

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Quality to the next level

I purchased this book after hearing Horst Schultz speaking. Through a collection of stories, the book becomes a manual on Quality As It Should Be. Clearly, Ritz-Carlton as an organization has taken "Love thy neighbor" and "He who would be great must serve" to the next level. The principals here can be easily translated to any organization, from families to factory to government to church /synagogue /mosque.

Recommended for anyone who wants to find a better way.

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Amazing Service

Ritz-Carlton really has set the new gold standard. I'm very impressed with the book and not to mention the amazing level of detail focusing on serving customers. I wish all companies adopted this great customer service culture.

1 of 2 people found this review helpful

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  • JP
  • 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?

N.A.

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?

No.

Any additional comments?

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