The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company金牌标准 在线下载 pdf mobi 2025 epub 电子版

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.

Foreword

SIMON F. COOPER, President,

The Ritz-Carlton Hotel Company, L.L.C.

Acknowledgments

1 The Ritz-Carlton Experience

PRINCIPLE　1 Define 'and. Refine

　2 Set the Foundation: Communicating Core Identity and Culture

　3 Be Relevant

PRINCIPLE　2　Empower through Trust

　4　Select—Don't Hire

　5 It's a Matter of Trust

PRINCIPLE 3　It's Not about You

　6 Build a Business Focused on Others

　7 Support Frontline Empathy

PRINCIPLE 4 Deliver Wow!

　8 Wow: The Ultimate Guest Experience

　9 Turn Wow into Action

PRINCIPLE　5 Leave a Lasting Footprint

　10 Aspire, Achieve, Teach

　11 Sustainability and Stewardship

Conclusion: A Lasting Impression

Notes

Sources

Index

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Discover the secrets of world-class leadership! . . 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. .

• 作者：颓废小肖 发布时间：2019-11-04 11:26:51

  A ‘’Wow’’ Book!

• 作者：Gggggk哒哒哒 发布时间：2022-02-21 10:15:50

  案例可以再详细一点就好了！

• 作者：玫瑰庄园骑士 发布时间：2010-03-05 12:44:54

  Discover the secrets of world-class leadership!

  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

  Antic...

• 作者：豆友14499704 发布时间：2012-05-14 19:22:42

  狮与冠的传奇 我看了好久真的好难看懂，但是还是啃完了。即使被万豪收购，但是Ritz Carlton一直作为一个独立的案例存在于各种酒店管理的书中，可见其标杆地位。。

• 作者：williamhsu 发布时间：2013-09-01 10:17:03

  完美的社会

• 作者：٩͡[๏̯͡๏]۶ 发布时间：2020-11-08 01:12:54

  久病成医……

• 【读书半杯茶】之24 工程师的成就与灵魂：Thinkpad 怎样改变了世界

  作者：curious Sam 发布时间：2017-11-05 09:04:02

• For ever and a day

  作者：DavidGuan 发布时间：2006-08-19 11:59:39

  Men are April when they woo, December when they wed. Maids are May when they are maids, but the sky changes when they are wives.

  这是莎士比亚在《皆大欢喜》（As You Like It）里写的一段关于婚姻的名言。漂亮的Rosalind和英俊的Orlando相爱，两个人约好在森林里相见，Rosalind因为Orlando约会迟到而抱怨，随后让她心爱的人向自己求婚，“你能爱我多久呢？”，Rosalind问，Orlando回答“比永远再多一天”，于是Rosalind说“不要说永远，一天就好，男人求婚的时候都好似四月天，结了婚便进入寒冬腊月，而女人婚前好似五月阳光，婚后一切都变了。我要比一头巴巴里雄鸽对待它的雌鸽格外多疑地对待你；我要比下雨前的鹦鹉格外吵闹，比猢狲格外弃旧怜新，比猴子格外反复无常；我要在你高兴的时候像喷泉上的狄安娜女神雕像一样无端哭泣；我要在你想睡的时候像土狼一样纵声大笑。”

   

  刚刚CCTV-6又播了《手机》，在今人看来，婚前更多的是男人对爱人的海誓山盟，婚后更多的是女人对丈夫的担心抱怨，伟大的莎翁几百年前对婚姻的判断可谓一语中的。