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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.
Leadership Principles: The Ritz-Carlton’s Gold Standard
The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company reveals the secrets behind one of hospitality’s most prestigious brands. Author Joseph Michelli gained unprecedented access to The Ritz-Carlton’s executives and Leadership Center to uncover transformative leadership principles.
These principles form the foundation of The Ritz-Carlton’s legendary service: understanding evolving customer needs, empowering employees through respect, anticipating unexpressed concerns, developing superior training programs, and continuously refining guest experiences. Each principle demonstrates how exceptional leadership translates into memorable customer interactions.
Michelli shares compelling stories from Ritz-Carlton staff worldwide, illustrating how these principles create a culture of excellence. The book reveals innovative methods the company employs to maintain consistent, world-class service across all properties.
The New Gold Standard provides actionable frameworks for implementing these leadership principles in any organization. By combining practical how-to advice with proven leadership tools and expert insights, Michelli guides readers in embedding superior customer-service practices within their own companies.
These leadership principles transcend the hospitality industry, offering a blueprint for organizational excellence. Whether managing global enterprises or small teams, The Ritz-Carlton’s approach demonstrates that treating employees exceptionally while anticipating customer needs creates sustainable competitive advantages and defines true market leadership.
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