The New Gold Standard 5 Leadership Principles For Creating A Legendary Customer Experience Courtesy Of The Ritz Carlton Hotel Company

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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company

Joseph A. Michelli
The New Gold Standard 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz Carlton Hotel Company Book PDF

Author : Joseph A. Michelli
Publisher : McGraw Hill Professional
Page : 332 pages
File Size : 49,5 Mb
Release : 2008-07-01
Category : Business & Economics
ISBN : 9780071641630

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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company by Joseph A. Michelli Pdf

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.

The New Gold Standard

Michelli
The New Gold Standard Book PDF

Author : Michelli
Publisher : Tata McGraw-Hill Education
Page : 0 pages
File Size : 51,8 Mb
Release : 2008-12
Category : Corporate culture
ISBN : 007022174X

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The New Gold Standard by Michelli Pdf

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.

Managing Hospitality Organizations

Robert C. Ford,Michael C. Sturman
Managing Hospitality Organizations Book PDF

Author : Robert C. Ford,Michael C. Sturman
Publisher : SAGE Publications
Page : 685 pages
File Size : 44,7 Mb
Release : 2018-11-30
Category : Business & Economics
ISBN : 9781544356846

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Managing Hospitality Organizations by Robert C. Ford,Michael C. Sturman Pdf

"A perfect book for any Hospitality program, excellent instructor support, and a good resource for students." –Denise A. Braley, Mitchell College Today’s economy is dominated by the rapidly growing service sector. Even businesses primarily selling goods are reinventing their image and positioning themselves as service providers. Managing Hospitality Organizations: Achieving Excellence in the Guest Experience takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael C. Sturman emphasize the critical importance of focusing on the guest and creating that unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. The Second Edition includes new coverage of technology, sustainability, sexual harassment, diversity and inclusion, and ethical leadership. Give your students the SAGE edge! SAGE edge offers a robust online environment featuring an impressive array of free tools and resources for review, study, and further exploration, keeping both instructors and students on the cutting edge of teaching and learning.

Global Brand Management

Laurence Minsky,Ilan Geva
Global Brand Management Book PDF

Author : Laurence Minsky,Ilan Geva
Publisher : Kogan Page Publishers
Page : 329 pages
File Size : 40,9 Mb
Release : 2019-11-03
Category : Business & Economics
ISBN : 9780749483616

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Global Brand Management by Laurence Minsky,Ilan Geva Pdf

In today's hyper-connected world, any brand with a website or digital presence is 'global' by its very definition; yet in practice it takes an enormous amount of strategic planning and adaptability to successfully manage an international brand. Global Brand Management explores the increasingly universal scope of brand management. In an era when many brand managers will find themselves working for large multinationals operating across varied territories, categories and consumer groups, developing an understanding of both the opportunities and risks of multinational brands is truly essential. Meticulously researched, Global Brand Management shows readers how to manage an existing global brand, while simultaneously equipping them with the skills to build one from scratch. The text uses fascinating case studies including Oreo, Harley Davidson and Xiaomi to demonstrate the challenges of maintaining a stable brand identity when operating across territories with different languages, cultural values and logistics. With helpful pedagogy throughout and built-in features to enhance classroom learning, Global Brand Management is the perfect springboard for students to appreciate, enjoy and embrace the nuances and complexities of brand management on an international scale.

Excellence Wins

Horst Schulze
Excellence Wins Book PDF

Author : Horst Schulze
Publisher : Zondervan
Page : 225 pages
File Size : 50,7 Mb
Release : 2019-03-05
Category : Self-Help
ISBN : 9780310352105

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Excellence Wins by Horst Schulze Pdf

Horst Schulze knows what it takes to win. In Excellence Wins, the cofounder and former president of the Ritz-Carlton Hotel Company lays out a blueprint for becoming the very best in a world of compromise. In his characteristic no-nonsense approach, Schulze shares the visionary and disruptive principles that have led to immense global success over the course of his still-prolific fifty-year career in the hospitality industry. For over twenty years, Schulze fearlessly led the company to unprecedented multibillion dollar growth, setting the business vision and people-focused standards that made the Ritz-Carlton brand world renowned. In Excellence Wins, Schulze shares his approach to everything from providing the best customer service to creating a culture of excellence within your organization. With his tried-and-true methods and inspiring, hard-earned wisdom, Schulze teaches you everything you need to know about: Why leading well is an acquired skill Serving your customers Engaging your employees Creating a culture of customer service Why vision statements make a difference What it really means to practice servant leadership Schulze's principles are designed to be versatile and practical no matter where you are in your career. He'll remind you that you don't need a powerful title or dozens of direct reports to benefit from the advice he shares in Excellence Wins--you have everything you need to apply it to your life and career right now. Let Schulze's incredible story help you unleash the disruptive power of your true potential, beat the competition, own your career trajectory, and experience the game-changing power of what happens when Excellence Wins.

Come, Stay, Learn, Play

Andrea Gallagher Nalls
Come Stay Learn Play Book PDF

Author : Andrea Gallagher Nalls
Publisher : Rowman & Littlefield
Page : 137 pages
File Size : 45,6 Mb
Release : 2021-09-18
Category : Business & Economics
ISBN : 9781538146644

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Come, Stay, Learn, Play by Andrea Gallagher Nalls Pdf

Come, Stay, Learn, Play is a practical guide to creating amazing visitor experiences for those on the front-line of museums.

Transforming Organizations

Kathryn A. LeRoy
Transforming Organizations Book PDF

Author : Kathryn A. LeRoy
Publisher : CRC Press
Page : 228 pages
File Size : 49,7 Mb
Release : 2017-10-05
Category : Business & Economics
ISBN : 9781351998529

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Transforming Organizations by Kathryn A. LeRoy Pdf

This book offers leaders an approach to systemically affect change and create cultures of excellence where staff work together to change the way they view their work. Based on well-known quality concepts, readers will discover the essential concepts and actions that have the power to transform every system.

Customer Experience Innovation

Robert Dew
Customer Experience Innovation Book PDF

Author : Robert Dew
Publisher : Emerald Group Publishing
Page : 232 pages
File Size : 54,9 Mb
Release : 2018-08-13
Category : Business & Economics
ISBN : 9781787547872

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Customer Experience Innovation by Robert Dew Pdf

This book outlines innovative processes used to research, conceive and develop innovations in the Customer eXperience (CX) space for both large and small companies.

Creating Experience Value in Tourism, 2nd Edition

Nina K Prebensen,Joseph S Chen,Muzaffer Uysal
Creating Experience Value in Tourism 2nd Edition Book PDF

Author : Nina K Prebensen,Joseph S Chen,Muzaffer Uysal
Publisher : CABI
Page : 271 pages
File Size : 41,7 Mb
Release : 2018-06-18
Category : Business & Economics
ISBN : 9781786395030

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Creating Experience Value in Tourism, 2nd Edition by Nina K Prebensen,Joseph S Chen,Muzaffer Uysal Pdf

Research delivers a multitude of approaches to value creation, represented here as a set of definitions, perspectives and interpretations of how tourists, as customers, create value alone and with others. Now updated throughout, Creating Experience Value in Tourism, 2nd Editionprovides a clarification of these approaches as well as a practical translation as to how they can work within industry. Concluding with a summary of the areas for future research, this is a key resource for researchers, particularly those interested in experience value and co-creation, as well as a useful read for students of tourism and related industries.

Yes! on Demand

Kathy L. Middleton
Yes on Demand Book PDF

Author : Kathy L. Middleton
Publisher : Bloomsbury Publishing USA
Page : 144 pages
File Size : 45,8 Mb
Release : 2016-11-21
Category : Language Arts & Disciplines
ISBN : 9781440848544

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Yes! on Demand by Kathy L. Middleton Pdf

Borrowing winning techniques from the business world, this book examines ways you can make library service more personalized, focused, and solutions-oriented for your patrons. When it comes to delivering the quality, personalized service your patrons expect, the staff is the most important resource in the library. It only follows then, that by empowering staff, breaking and fixing rules, cultivating creativity, and focusing on results, your library can meet and exceed patron expectations. To help you accomplish that and more, this book presents the "yes" model for customer service and explains how to use the model to build morale and grow a loyal, engaged, and highly satisfied community. The book shows how techniques borrowed from successful retail models can be applied to every part of library service—from reference, circulation, and technology services to children's and adult services. Beginning chapters describe the role of staff in transforming a culture of "no" into one of "yes." Next are explanations of tools administrators can use to support changes that will lead to a more contented customer base. Finally, the book addresses how to eliminate "no" through personalized service and by defining and tearing down obstacles that often block use of library products and services. This approach not only will make for happier patrons but will build staff morale, foster support, and ensure that your library remains relevant for years to come.

Mindchamps Way, The: How To Turn An Idea Into A Global Movement

Joseph A Michelli
Mindchamps Way The How To Turn An Idea Into A Global Movement Book PDF

Author : Joseph A Michelli
Publisher : World Scientific
Page : 174 pages
File Size : 48,6 Mb
Release : 2019-06-27
Category : Business & Economics
ISBN : 9789811205354

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Mindchamps Way, The: How To Turn An Idea Into A Global Movement by Joseph A Michelli Pdf

How do a passion to create an education revolution and the business acumen to fuel rapid and spectacular global expansion co-exist within one organisation?Find out in The MindChamps Way ...In his latest insightful study of strategy and leadership, Joseph Michelli (#1 New York Times & Wall Street Journal Bestselling Author), shares the unique philosophy and the values-driven strategies of a dynamic organization, whose growing presence on the world stage has the potential to fundamentally shape the future of 'individuals, families, communities, countries, and education systems' across the globe.The MindChamps Way demonstrates how combining a strong, 'big-picture' philosophy with a carefully planned and executed business strategy can inspire staff, clients and an unlikely range of interested stakeholders.Read how:

Looking Beyond the Runway

Nawal K. Taneja
Looking Beyond the Runway Book PDF

Author : Nawal K. Taneja
Publisher : Routledge
Page : 252 pages
File Size : 53,6 Mb
Release : 2016-12-05
Category : Technology & Engineering
ISBN : 9781351921343

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Looking Beyond the Runway by Nawal K. Taneja Pdf

The global airline industry, facing significant changes and discontinuity is prompted and forced to deal with a "new normal." Who would have imagined a few years ago that: - a significant percentage of consumers in the US now prefer to fly low-cost airlines instead of full-service airlines because they perceive the product to be better, - airlines would generate up to a third of their total income from non-ticket revenue, - many low-cost airlines would add complexity to their original simple business models through the development of code-share agreements, the use of global distribution systems, and travel agents to distribute their seats, - Jetstar, a low-cost subsidiary of Qantas, would grow faster and be more profitable than its parent, - a survey carried out by Ryanair would show that 42 percent of passengers would be willing to stand on short (one hour) flights if they could pay 50 percent less than seated passengers, - passengers could pay as little as US$2,000 for a transatlantic Business Class ticket on top-brand airlines, - Lufthansa would have ownership in airlines based in Austria, Belgium, Italy, Switzerland, Turkey, the UK, and the US, and that it would continue to pursue equity ownership in airlines based in Poland and Scandinavia, or - the Japanese and Canadian governments would struggle to find different ways to bail out their heretofore flag carriers? To deal with this upcoming "new normal", airlines have to go beyond their short-term circumstantial strategies - they need strategic renewal of their ageing business model. In this candidly-written book, Nawal Taneja explains what will separate the winners from the losers. He maintains the leaders will be the airlines that: (1) exploit this crisis-driven change to their best advantage, (2) learn to work around the airline-inherent constraints that prevent them from running their businesses just like other businesses, (3) learn from successes and failures of other global enterprises, (4) sharpen their business intelligence, analytics, and strategic agility, and (5) proactively explore the "pockets of growth" in this emerging-markets century. To help airline executives become informed of new competitive games, the author analyzes numerous business sectors such as auto, hospitality, retail, technology, and entertainment. For example, relevant lessons can be learned from the strategic mistakes made by the US automakers. Likewise, emergent and compelling insights can be gained in superior customer experience from Ritz Carlton and Zappos, and in value-creating innovation from Cirque du Soleil and Zipcar. The book also features a multitiude of forewords from airlines and related businesses to provide readers with multiple perspectives on the changing landscape in the global airline industry. Nawal Taneja is a career analyst of the global airline industry with wide-ranging experience in the aviation industry, academia, and public policy. Encouraged by industry executives, he has written five other books for practitioners in the global airline industry, including FASTEN YOUR SEATBELT: The Passenger is Flying the Plane and Flying Ahead of the Airplane.

Educational Strategies for the Next Generation Leaders in Hotel Management

Feng, Jiuguang
Educational Strategies for the Next Generation Leaders in Hotel Management Book PDF

Author : Feng, Jiuguang
Publisher : IGI Global
Page : 399 pages
File Size : 42,6 Mb
Release : 2015-04-30
Category : Business & Economics
ISBN : 9781466685666

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Educational Strategies for the Next Generation Leaders in Hotel Management by Feng, Jiuguang Pdf

As the hospitality industry continues to grow, managers and educators are faced with the task of preparing future hospitality professionals for a rewarding but challenging career. Due to the impact of an ever-changing economy on the industry as a whole, the education of hotel managers and professionals has become an increasingly important area of study. Educational Strategies for the Next Generation Leaders in Hotel Management combines practical experience with the effective pedagogical approaches being implemented in higher learning institutions and hospitality programs internationally. Highlighting key issues surrounding the current and future scope of hotel management and the skills and knowledge necessary for career success in the hospitality industry, this publication is an essential reference source for hospitality managers, educators, and students interested in the future of the industry and the best practices for hospitality education. This publication features timely, research-based chapters and analysis relevant to topics in the hospitality industry including, but not limited to, craft-based learning, e-learning, higher education, hospitality management, human resources, opening delays, professional development, six sigma, women in global leadership, and work integrated learning.

The Gold Standard

Colin Cowie
The Gold Standard Book PDF

Author : Colin Cowie
Publisher : HarperCollins Leadership
Page : 241 pages
File Size : 52,8 Mb
Release : 2021-09-07
Category : Business & Economics
ISBN : 9781400224043

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The Gold Standard by Colin Cowie Pdf

Learn how to cultivate the most incredible customer experiences on earth through this essential guide by Colin Cowie, distinguished purveyor of unforgettable “wow” events for the world’s most demanding clients. If you’re searching for ways to ensure your customers walk away from your company with a smile on their face and a plan to return, you found it. And any business organization can adapt the tools and techniques in this book. Colin Cowie, one of the world’s most sought-after event planners, shares the hard-won and hard-nosed advice he has learned through entertaining and engaging stories and examples. He gives readers the indisputable blueprint for creating a customer-service culture that anyone can tailor to their own needs, whether you’re a shopkeeper, corporate marketing director, or budding event planner. Upon coming to the United States from South Africa with $400 in his pocket, Colin built his highly successful catering and event-planning business from the ground up to become event planner to the most respected tastemakers and personalities in the world—including Oprah Winfrey, Jennifer Lopez, Ryan Seacrest, and Kim Kardashian, to name a few. In this book, you will: Learn how to formulate your own vision, mission statements, and guiding principles, and effectively communicate them to your team. Learn how you can align your vision with your essential mission statement. Discover the core values, including service and accountability, that fuel Colin’s customer-care ethos, and how you can apply those values to your own business. Have a renewed understanding of how vitally important it is that you take good care of the people who work for you so they, in turn, can care for your customers. Become armed to inspire and empower your team. Be guided to create your own “bible” of scripts, protocols, and procedures that will streamline customer-care situations while making every customer feel like their individual desires are being taken care of. Learn how to use every complaint as an opportunity, as well as why you should be more afraid of a client who doesn’t complain when something goes wrong versus one who does.

Humanistic Perspectives in Hospitality and Tourism, Volume 1

Kemi Ogunyemi,Omowumi Ogunyemi,Ebele Okoye
Humanistic Perspectives in Hospitality and Tourism Volume 1 Book PDF

Author : Kemi Ogunyemi,Omowumi Ogunyemi,Ebele Okoye
Publisher : Springer Nature
Page : 334 pages
File Size : 52,6 Mb
Release : 2022-05-28
Category : Business & Economics
ISBN : 9783030956714

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Humanistic Perspectives in Hospitality and Tourism, Volume 1 by Kemi Ogunyemi,Omowumi Ogunyemi,Ebele Okoye Pdf

This book, the first of two volumes, uses a framework of philosophical anthropology, and the concepts of humanistic leadership and humanistic management, to explore the value of work in the hospitality and tourism industry. It presents robust theoretical and practical implications for professionalism and excellence at work. This volume addresses the hospitality professional, beginning with an exploration of the foundational literature, before moving on to discuss topics like the concept of human dignity at work, how one can find meaning within the hospitality industry, spirituality at work, philosophy in the world of work, and personal development. These volumes will be of use to academics and practitioners in the fields of hospitality and tourism management, humanistic and transformational leadership, corporate social responsibility, human resource management, customer service, and workplace spirituality.