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In
The New Gold Standard, bestselling author Joseph Michelli
provides the leadership principles that have made The
Ritz-Carlton Hotel Company the success it is today.
Now
available in hardcover
"Not many business books focus intently on a single company,
but Michelli (The Starbucks Experience: 5 Principles for
Turning Ordinary into Extraordinary) has done it again
with a book about the Ritz-Carlton Hotel Company. This is at
first glance a book about luxury. Many books describe a
trend toward luxury worldwide; for instance, Michael
Silverstein and Neil Fiske's Trading Up: The New
American Luxury considers how Americans in particular
relish small luxury treats, such as handbags, drinks, or
weekend getaways. Michelli's new book is unquestionably
tapping into the same trend. Yet a company that has survived
for over a century must be about more than trends. This book
describes those timeless elements that the company has
institutionalized to allow it to grow and maintain the
superb service for which it is known; service is in fact the
core issue. It's not simply, in the case of the Ritz, about
timeless buildings with tasteful appointments. As Michelli
points out, it's embodied by the mantra 'gentlemen and
ladies serving gentlemen and ladies.' This work would be
useful for libraries with collections on hospitality and
customer service, as well as large business school
collections or corporate libraries."
—Stephen
E. Turner, Library Journal
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