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


Категория: Персонал, стандарты, процедуры и др.

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Дата обновления: 13 мая 2016


The author invites us on a unique tour of the "backstage" of the hotels the Ritz-Carlton Hotel Company. Due to its unrestricted access to management and staff and Center staff leadership of the company, Joseph Michelli has carefully studied the peculiarities of the work of the organization at all levels and willing to share their observations. For the first time in full in the book reveals the secrets of impeccable service and extraordinary hospitality provided by Ritz-Carlton. The book describes the innovative management techniques used to create unforgettable impressions on the guests, for example, real stories from the experience of employees at the head office and in hotels across the world. The book will be useful to anyone in any way associated with customer service, including in the field of hospitality.