Screen LibraryThe new gold standard：5 leadership principles for creating a legendary customer experience courtesy of the Ritz-Carlton Hotel Company
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| Main Authors: | |
|---|---|
| Published: |
McGraw-Hill,
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| Publisher Address: | New York |
| Publication Dates: | c2008. |
| Literature type: | Book |
| Language: | English |
| Subjects: | |
| Carrier Form: | xvi, 284 p.: ill. (some col.) ; 23 cm. |
| ISBN: |
0071548335 (alk. paper) 9780071548335 (alk. paper) |
| Index Number: | F279 |
| CLC: |
F279.338.6 F719.2(338) C933 |
| Call Number: | C933/M623 |
| Contents: |
Includes bibliographical references (p. 265-271) and index. The Ritz-Carlton experience -- Principle 1 : define and refine. Set the foundation : communicating core identity and culture ; Be relevant -- Principle 2 : empower through trust. Select--don't hire ; It's a matter of trust -- Principle 3 : it's not about you. Build a business focused on others ; Support frontline empathy -- Principle 4 : deliver wow! Wow : the ultimate guest experience ; Turn wow into action -- Principle 5 : leave a lasting footprint. Aspire, achieve, teach ; Sustainability and stewardship -- Conclusion : a lasting impression. |