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The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company Hardcover – July 4, 2008

by Joseph Michelli (Author)
4.4 out of 5 stars 82 customer reviews
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Product Details

  • Hardcover: 304 pages
  • Publisher: McGraw-Hill Education; 1 edition (July 4, 2008)
  • Language: English
  • ISBN-10: 0071548335
  • ISBN-13: 978-0071548335
  • Product Dimensions: 5.6 x 1 x 8.7 inches
  • Shipping Weight: 1.7 pounds (View shipping rates and policies)
  • Average Customer Review: 4.4 out of 5 stars  See all reviews (82 customer reviews)
  • Amazon Best Sellers Rank: #21,897 in Books (See Top 100 in Books)

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Top Customer Reviews

5.0 out of 5 starsA great book about how a great hotel does things that make you say, "Wow!"
By Wally Bock on February 13, 2009
Format: Hardcover
It seems like everyone who's ever stayed at a Ritz Carlton has a story to tell. I guess we just tell them to each other because this is the first book I've ever seen about the marvelous organization that is the Ritz.

In The New Gold Standard, Joseph Michelli does an excellent job of describing why the Ritz is an icon for great service. He starts with the story of the Ritz, from Cesar to the present. Then he tells the purpose of the book.

"The New Gold Standard is primarily intended to help managers, owners, and leaders understand the driving principles, processes, and practices that have generated unusual staff loyalty, world-class customer engagement, and significant brand equity for Ritz Carlton."

He does that and more. Besides the view from the top, Michelli gives us the view from behind the counter and other places at the frontline. He structures the book by using five key principles that he thinks can guide any business that wants to deliver consistent, world-class service.

Principle One, Define and Refine is the foundation. You can't expect it if you can't articulate it. You can't expect it all the time unless you make it part of the culture.

This is not simply the "Credo Card." Many companies have something similar. It's working the card into discussions and instructions. It's sharing the card with guests.

It's the motto: "Ladies and gentlemen serving ladies and gentlemen." There's an old-world quaintness about the language, but there's no mistaking the meaning. People who work for the Ritz are "ladies and gentlemen." Their guests are "ladies and gentlemen," too.

There's attention to shared standards. Those include the Three Steps of Service and the 20 Basics.Read more ›
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4.0 out of 5 starsI Will Read This Book Again
By Conor Cunneen on January 3, 2009
Format: Hardcover
I have to say that parts of this book were so cloying and some of the anecdotes so over the top that I felt like throwing it away, except ... except for the fact that the Ritz-Carlton is one magnificent Brand founded on a great product.

As I continued to read, I began to appreciate why the Ritz-Carlton is so successful. The stories of over the top customer service and attention are so common, the attention to detail is so ... well ... detailed: these are the reasons why the hotel chain has become in the author's words - The New Gold Standard.

In this well researched book, Michelli identifies five key principles that ensure success for this great hotel chain and which of course everyone can learn from. There is nothing new about the five principles, but very few companies implement them properly

The principles are:
1) Define and refine
a. Communicating Core Identity and Culture
b. Be Relevant
2) Empower through Trust
a. Select - Don't hire
b. It's a matter of Trust
3) It's not about You
a. Build a business focused on Others
b. Support Frontline Empathy
4) Deliver Wow!
a. Wow: The Ultimate Guest Experience
b. Turning Wow into Action
5) Leave a Lasting Footprint
a. Aspire, Achieve, Teach
b. Sustainability and Stewardship

In writing book reviews, I don't normally re-run the basic contents page but in this case it is appropriate, because any one of the principles outlined above will help you grow your business. The challenge of course is how to do it. If there is one key lesson I take from the book it is - Reinforcement: Reinforcement of values, Reinforcement of culture and practices.Read more ›
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4.0 out of 5 starsCasebook for Services Management Class
By K. Park on February 11, 2009
Format: Hardcover Verified Purchase
Although it is a bit of an infomercial for Ritz Carlton,this book has good material for any service manager and is used for a services management class in the MBA program at my university. It also illustrates service marketing, quality, and managment concepts and how they are implemented at in the operation.
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4.0 out of 5 starsGood book to validate the processes for maintaining competitive advantage in a business
By Roberto Vasquez on April 7, 2015
Format: Kindle Edition Verified Purchase
This book was a class assignment reading from my first MBA class. The principles and values discussed in this book, with plenty of examples, are very similar to the ones I have found in the agile community. The respect for each other, empowering of the people, collaboration and continuous feedback are at the heart of most successful businesses, in addition to training, innovation, self commitment. I enjoyed the inclusion of the corporate responsibility to the environment and humanity found at this company. Good reading.
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5.0 out of 5 starsThe best book on luxury hospitality
By Books n' music fan on June 17, 2013
Format: Hardcover Verified Purchase
While we were researching for application to an entirely different industry, we struck gold when we picked up this book. This book articulates precisely what it means to leverage 5-star hospitality and how to define ones organization towards being customer centric.
A-list book.
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5.0 out of 5 starsLove the Ritz Carlton, tells you how it works
By Michael K. Scherzer on September 24, 2013
Format: Kindle Edition Verified Purchase
A great book that gives you insight into how the Ladies and Gentlemen at the Ritz Carlton pass the traditions and service level to new hires/properties. A great read for anyone in the service industry, which is pretty much everyone....
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5.0 out of 5 starsGreat book - Thanks Ritz!
By L. K. Ackerman on December 5, 2013
Format: Kindle Edition Verified Purchase
I am so glad Ritz decided to share their customer service model with the world. I am a consultant in senior living and love sharing the Ritz model with my clients. The book is well written and an easy read. Thanks.
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Most Recent Customer Reviews

5.0 out of 5 starsGoing for gold

Lovediy

Published 28 days ago by Amazon Customer
5.0 out of 5 starsGreat read, understandable, and for everyone!

This book was very insightful and specific on what makes the Ritz-Carlton Hotel Company guest experience great. Read more

Published 28 days ago by Amazon Customer
5.0 out of 5 starsLEADERSHIP REQUIREMENTS

A MUST READ FOR ANYONE IN THE BUSINESS ARENA

Published 1 month ago by Larry
2.0 out of 5 starsBlah

Basically a 250 page advertisement for the Ritz-Carlton.

Published 1 month ago by Emily Garcia
5.0 out of 5 starsInspirational Account of Organizational Behavior in Action

Inspirational account of Ritz-Carlton organizational behavior and how the company lives there motto, "Ladies and Gentlemen Serving Ladies and Gentlemen."

Published 5 months ago by ABLOCH
5.0 out of 5 starsfantastic read

Anyone who is in a service oriented business need to answer each and every one of the questions asked throughout the book.

Published 5 months ago by Justin D Harney
5.0 out of 5 starsFive Stars

Great book to help learn how to deliver a wow experience!

Published 6 months ago by Amazon Customer
5.0 out of 5 starsWorth your time to read

Very well written & easy to read

Published 6 months ago by patti's opinion
4.0 out of 5 starsFour Stars

Great book worth the read. I bought them for my entire team!

Published 7 months ago by Jason D
1.0 out of 5 starsWhere's the Beef?

I really wanted to enjoy this book but couldn't find any depth to the material. One reviewer commented, "Boring"; they're correct.

Published 7 months ago by SSBAKER

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