The New Gold Standard

5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

By: Joseph A. Michelli

Narrated by: Joseph A. Michelli, Tom Parks

Length: 8 hrs and 12 mins

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.

Must read!!!

Ritz Carlton truly is the gold standard. This book along with Excellence Wins should be required reading for anyone going into hospitality!

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.

Great read

This book gives great insight into the way the Ritz does business and provides great pointers on how to be a leader within your business.

Outstanding

Perfect for self-motivation and a recharge. The workplace requires a workable plan for improvement.

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.

Amazing Book

I recommend it to every person in the hospitality business. It helped me to develop customer service.

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

Just Amazing

all the examples of how to go above and beyong and most of the times with simple non expensive gestures! Such a great book!

Extraordinary Book!

I love that I can work while listening to content that resonates deeply with me. Every single chapter of "The New Gold Standard" has truly captivated me. The more I listen, the more I felt connected with the stories mentioned. This book has reinforced my commitment to ethical and heartfelt service in the hospitality industry. Highly recommended for anyone looking to elevate their approach to leadership and service. Love it!

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.