The New Gold Standard

  • by Joseph A. Michelli
  • Narrated by Joseph A. Michelli, Tom Parks
  • 8 hrs and 12 mins
  • Unabridged Audiobook

Publisher's Summary

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.


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Customer Reviews

Most Helpful

Great for Hospitality Industry

Would you listen to The New Gold Standard again? Why?

Yes, if i were working in the hospitality industry.

Who was your favorite character and why?


What about Joseph A. Michelli and Tom Parks ’s performance did you like?

Well researched and some great stories came out.

Was this a book you wanted to listen to all in one sitting?


Any additional comments?

Excellent book but very hard to apply some of the insights from Ritz Carlton outwith hospitality.

Read full review

- JP

Book Details

  • Release Date: 16-12-2014
  • Publisher: Brilliance Audio