Cover of The new gold standard
Read Time: ~4.7 hr

The new gold standard

by Joseph A. Michelli (2008)

About this book

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 customersEmpowering employees by treating them with the utmost respectAnticipating customers' unexpressed needs and concernsDeveloping and conducting an unsurpassed training regimenSharing 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.

Setting / LocationGlobal
Story EraModern Era
Protagonist / CoreThe new gold standard Lead Character

Readers who enjoyed this also loved

Cover of The elephant in the boardroom

The elephant in the boardroom

Edgar Papke

""When leaders fail to confront conflict, they become the 'biggest elephant' in the room." In a survey of more than 4,000 CEOs, executives, and managers, more than 90 percent admitted they were uncomfortable confronting or engaging in conflict. Yet leaders must realize that every conflict presents an opportunity to reach higher levels of performance. In The Elephant in the Boardroom, award-winning leadership psychologist Edgar Papke explores the unique and challenging relationship that leaders have with conflict, and offers the know-how needed to use conflict as the engine of innovation and creativity. As a result, you will learn how to act courageously and be better equipped to lead and win in today's complex and turbulent world. The Elephant in the Boardroom will help you: Better understand the unique relationship leaders have with conflict. Gain the self-knowledge required to confront conflict and attain higher levels of leadership performance. Learn how to foster cultures of openness and higher accountability. Identify the sources of dysfunctional conflict to create constructive change effectively. Learn to use a proven, seven-step model for effectively managing and leveraging conflict. Are you ready to confront the "big elephant in the room," and manage the elephants living and thriving in your organization?"--

Cover of Management in 10 words

Management in 10 words

Terry Leahy

In his fourteen years as CEO of Tesco, Sir Terry Leahy not only turned the company into the largest supermarket chain in the UK but also transformed it into a global enterprise. As a result, Sir Terry is now one of the world's most admired business leaders, widely acclaimed for his drive, flair and no-nonsense approach. In Management in 10 Words he draws on his experience and expertise to pinpoint the ten vital attributes that make successful managers and underlie great organisations. He tackles the challenges that every manager faces, in a series of insights that are personal, provocative, and down to earth. And he explains: - Why initial failure often leads to ultimate success. - Why profits stem from a company's values, not its day-to-day business. - Why competition should always be welcomed. - Why simplicity leads to innovation. - Why trust is the bedrock of effective leadership. The result is an inspiring, thoughtful and supremely practical guide that will prove invaluable to all managers in all types of organisation.

Cover of Fire

Fire

Dan Ward

A military expert presents a practical and entertaining framework for pursuing fast, yet frugal, innovation that is filled with strategic concepts, actionable principles, and valuable tools.

Cover of The Innovator's Dilemma

The Innovator's Dilemma

Clayton M. Christensen

In his book, The Innovator's Dilemma [3], Professor Clayton Christensen of Harvard Business School describes a theory about how large, outstanding firms can fail "by doing everything right." The Innovator's Dilemma, according to Christensen, describes companies whose successes and capabilities can actually become obstacles in the face of changing markets and technologies. ([Source][1]) This book takes the radical position that great companies can fail precisely because they do everything right. It demonstrates why outstanding companies that had their competitive antennae up, listened astutely to customers, and invested aggressively in new technologies still lost their market leadership when confronted with disruptive changes in technology and market structure. And it tells how to avoid a similar fate. Using the lessons of successes and failures of leading companies, The Innovator's Dilemma presents a set of rules for capitalizing on the phenomenon of disruptive innovation. These principles will help managers determine when it is right not to listen to customers, when to invest in developing lower-performance products that promise lower margins, and when to pursue small markets at the expense of seemingly larger and more lucrative ones. - Jacket flap. [1]:

The new gold standard by Joseph A. Michelli | Literally Just Books