This book explains the five main leadership principles successfully used by the Ritz Carlton Hotel Company. Employees should define and refine. Be sure that employees always smile and escort guests to locations rather than just point, and think safety first. Employees should empower through trust. They should create exceptional memories for customers. Employees should deliver a “WOW” for customers. Employees should also leave a lasting footprint. Customers might forget what an employee said, but they won’t forget how that employee made them feel.
Source: The New Gold Standard: Five Leadership Principles For Creating A Legendary Customer Experience Courtesy Of The Ritz-Carlton Hotel Company. By Joseph A. Michelli, 2008, McGraw-Hill, NY, ISBN: 978-0-07-154833-5.
