Develop and manage a multinational career and become a leader inthe hospitality industry
Maximize profits from franchise agreements, managementcontracts, and leases
Understand and predict customer choices, and motivate your staffto provide outstanding service
Manage hospitality businesses and the real estate underlying thebusinesses
Control costs, coordinate branding strategy, and manageoperations across multiple locations
Jack B. Corgel is a full professor at the School of HotelAdministration and served as the first director of the school'sCenter for Hospitality Research. He consults with PKF HospitalityResearch, where he helps develop new products for the hotelindustry based on property-level financial performance.
Rohit Verma is a Professor of Service OperationsManagement at the School of Hotel Administration, and also servesas the Executive Director for the Center for Hospitality Research(CHR). He has published over fifty articles in prestigious businessjournals, written numerous CHR research reports, and routinelypresents at major industry con-ferences. He is coauthor ofOperations and Supply Chain Management for the 21st Century.
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.