The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company - Joseph Michelli
Discover the secrets of world-class leadership! When it comes to refined service and exquisite hospitality, one name stands high above the rest: The...... more
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.
What's the Secret? To Providing a World-Class Customer Experience - John R. DiJulius III
What's the Secret? What's the Secret? is a revolutionary book that finally answers the questions how companies like Disney, Nordstrom, and The Ritz-Carlton get...... more
What's the Secret? What's the Secret? is a revolutionary book that finally answers the questions how companies like Disney, Nordstrom, and The Ritz-Carlton get 50,000 employees to deliver world class consistently, everyday, while the rest of companies and departments struggle with providing even good customer service with staffs of 12 or 15. Full description
Spectacular Hotels: The Most Remarkable Places on Earth - Trisha Wilson
Spectacular Hotels Showcasing 30 hotels on five continents, this travel book conducts a tour through some of the world's extravagant and lavish lodges,...... more
Spectacular Hotels Showcasing 30 hotels on five continents, this travel book conducts a tour through some of the world's extravagant and lavish lodges, including the Four Seasons, the Peninsula, Aman Resorts, the Ritz-Carlton, and other famously luxurious hotels. Full description
Fire Them Up!: 7 Simple Secrets to: Inspire Colleagues, Customers, and Clients; Sell Yourself, Your Vision, and Your Values; Communicate with Charisma and Confidence - Carmine Gallo
Fire Them Up! will give you the astonishing communication skills that will help you enjoy more successful and fulfilling relationships with colleagues, clients,...... more
Fire Them Up! will give you the astonishing communication skills that will help you enjoy more successful and fulfilling relationships with colleagues, clients, employees, or anyone else in your personal or professional life. It is full of stories and tactics from some of the world's most influential people. More than two dozen of today's most inspiring business leaders share their secrets including men and women who run The Ritz-Carlton, Google, Travelocity, Cranium, Cold Stone Creamery, Gymboree, 24-Hour Fitness and many other big-name brands. The book reveals seven simple secrets distilled from the wisdom of leaders, entrepreneurs, and visionaries from different backgrounds, generations and industries. Together, they possess all the tools you need to transform yourself into an extraordinary, electrifying, and enthusiastic leader who communicates with power, passion, confidence and charisma!
Principles of Guest Services in Hospitality - Cherrill Heaton
HardCover. Pub Date: 2011 Pages: 536 in Publisher: Cengage Learning MANAGING QUALITY the SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE...... more
HardCover. Pub Date: 2011 Pages: 536 in Publisher: Cengage Learning MANAGING QUALITY the SERVICE IN HOSPITALITY: HOW ORGANIZATIONS ACHIEVE EXCELLENCE IN THE GUEST EXPERIENCE 1st edition teaches the concept and principles of treating customers as guests and creating a WOW experience for them . Many other texts in this subject area skip over guest-focused service strategy in hospitality or service organizations. This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from companies like Walt Disney Company. Marriott. Ritz- Carlton. Darden Restaurants. Southwest Airlines and many others. The text is written in three sections: strategy. staffing. and systems. Each chapter includes suggested hospitality activities for students in which students are encouraged to visit local organizations to talk with guests. employ...
Complaint Management Excellence: Creating Customer Loyalty through Service Recovery - Sarah Cook
Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in...... more
Across the global economy, customers' expectations are continually rising - but many companies fail to deliver against those expectations. With the rise in social media, customers are becoming more vocal in expressing any dissatisfaction, which can both lose existing customers and alienate potential new ones. "Complaint Management Excellence" provides practical advice, tools and techniques for managers to adopt when managing any complaints that come into their organisation. In order to arrive at a culture where complaints are welcomed, the underlying values, processes, structure, strategy and people within an organisation all need to be aligned with, and respect, customer needs. Not only does this improve the long-terms prospects for the company itself, but can have a tremendous knock-on effect in terms of boosting employee morale and engagement. With case studies from companies as diverse as John Lewis, Waitrose, DHL, Hilton Hotels, the Starwood group (including Four Seasons and Ritz Carlton hotels) and BT, "Complaint Management Excellence" explains what customers are really looking for when they make a compliant, how to avoid conflict and how managers can lead culture change to ensure the best experience for all customers and clients.
Leading for Growth: How Umpqua Bank Got Cool and Created a Culture of Greatness (J-B US non-Franchise Leadership) - Raymond P. Davis
How any business leader can create an atmosphere of competitiveness for exceptional growth When Ray Davis took over the local 40-person South Umpqua Bank in...... more
How any business leader can create an atmosphere of competitiveness for exceptional growth When Ray Davis took over the local 40-person South Umpqua Bank in 1994, many people in the industry poked fun at his insistence that employees answer the phone with a cheery "World's Greatest Bank." Eleven years, $7 billion in assets, and 128 branches (or " bank stores" in Umpqua lingo) later, the moniker seems quite apt. Other banks scratched their heads when Davis sent his tellers to Ritz-Carlton to learn customer service and were intrigued when he hired a cutting-edge design firm to completely re-think retail layout. Now, with a top design award under their belt, a name change (there never was a North Umpqua bank), and a completely new definition of the banking business, Umpqua has become the darling of the entrepreneurial press and a growth powerhouse. The New York Times calls Umpqua "Starbucks with tellers." Ray Davis (Portland, OR), named by U.S. Banker as one of the 25 most influential people in the financial industry in 2005, is President and CEO of Umpqua Holdings Corporation. Alan Shrader (Moraga, CA) is an experienced writer and editor of business books.
Luxury is online but is not yet in line. Did you notice? As an industry that is known for avant-gardism, it remains a surprise that luxury is playing catch-up...... more
Luxury is online but is not yet in line. Did you notice? As an industry that is known for avant-gardism, it remains a surprise that luxury is playing catch-up in embracing the e-culture and adopting technology. Luxury brands have been locked in a love-hate relationship with technology since it became apparent that the Internet is here to stay. But after two decades of the World Wide Web, this scenery ought to change. Today, the question of 'why' luxury should be online is no longer relevant but the current issue is 'how' luxury should present itself online particularly as consumers take charge of their virtual experiences. Although the likes of Louis Vuitton, Gucci, Cartier and the Ritz Carlton are paving the way for luxury brands to move beyond the anti-internet stance, the journey remains long and challenge-ridden. As the most powerful marketing tool that will drive luxury forward in the next century, the internet has become indispensible for brand reinforcement, breaking into new territories, engaging clients and demonstrating overall value. This is both exciting and worrying and requires luxury to operate in a new world order where nothing is as it has been. What does luxury require to excel in this new world? Getting its acts together by embracing technology in all of its beauty and opportunities and adopting advanced strategies for excellence online. Luxury Online is not about exalting or crucifying luxury brands but addresses bottom-line luxury business issues in the context of the internet, digital media and new technologies. It is an eye-opener that reveals the approaches to overcoming digital luxury challenges while meeting the business requirements of the 21st century. Its recommendations will lead to long-term client affiliation, business growth and sustainable brand value, even as luxury online strives to come of age. Stay connected with Luxury Online on Twitter: /Luxury_Online Read the Luxury Online blog at http://luxuryonlinebook.blogsp
Westminster and Victoria 1916: London Sheet 075.3 (Old O.S. Maps of London) - Isobel Watson
Detailed map of Westminster; London sheet 75. Introduction by Isobel Watson. The map covers the area of central London stretching from Cadogan Square eastward...... more
Detailed map of Westminster; London sheet 75. Introduction by Isobel Watson. The map covers the area of central London stretching from Cadogan Square eastward to Westminster Abbey, and from St James's Square southward to Victoria station. Buckingham Palace is in the centre of the map. Other features include the west side of Whitehall, including Downing Street; Westminster Abbey (though Parliament is on the Waterloo map); Victoria Street, Smith Square, Westminster Cathedral, Victoria station (but not its approaches); Belgravia, with Eaton Square, Belgrave Square, Cadogan Place, Grosvenor Place; Hyde Park Corner, Knightsbridge, Lowndes Square, Apsley House, the SE corner of Hyde Park; part of Piccadilly and Mayfair including Curzon Street, The Ritz, Devonshire House, Dorchester House; Pall Mall, St James's Palace, Carlton Gardens, Nelson's Monument (top right corner of map), Admiralty Arch; while the greenery of Green Park and St James's Park covers much of the central area of the map. TheThere are street directory extracts and the 1916 map also has a 1916 Court Guide, listing the Royal Family and Chief Officers of State.
Advantages: Full service 5 star hotel. Good price point. Excellent service and luxury. Butler service. Disadvantages: No asian influence. More bar/restaurant choice elsewhere.
...Not another Kuala Lumpur hotel review I hear you all groan??! But yes, there are still more reviews to come and today?s installment will share with you the highlights of the Ritz Carlton Kuala Lumpur.
For those who are unfamiliar, the Ritz Carlton chain is part of the Marriott group and provides seventy upscale luxury properties over the world. The chain is arguably one of the west?s finest...
...Ritz are an extremely good snack to have if you are almost full up and just want something to finish off the hunger. I have been eating these for many years - both the cheese and original flavour. They are made from wheat (so obviously if you are allergic, dont touch this stuff). And if you are allergic to putting on weight, then stay away because when you eat them you will want to have some more...
Advantages: Local, cheap, sweet, full of character Disadvantages: Long queues on bargain nights
...that people from outside the area would travel in, just to go to the cinema. Public transport links are good, with Randwick served by all buses en route from Sydney's central station and Circular Quay to Maroubra, Coogee and more, and several of these go right past The Spot.
~~ The Cinema ~~
The Ritz is an independent movie theatre, not part of a chain to my knowledge though they do share...