Ritz Carlton Book Review
Book review for
“The New Gold Standard – the Ritz Carlton Hotel Company”
By Joseph A. Michelli
By Jie Zhang
Cal Poly Pomona
Winter 2013, GBA 671 Professor Ed von Leffern
Book review for
“The New Gold Standard – the Ritz Carlton Hotel Company”
Introduction
Ernest Hemingway once wrote “When I dream of afterlife in heaven, the action always takes place in the Paris Ritz.” The Ritz-Carlton becomes synonymous with perfection and luxury worldwide through its painstakingly attention to detail, practical innovation and creation of an unrivaled customer experience. Today the Ritz-Carlton has become the benchmark standard of customer service that other world-class companies such as Apple and FedEx strive to emulate. Regardless of what industry they are in, the techniques employed at Ritz-Carlton have helped many companies increase their customer loyalty to levels previous unseen.
“The New Gold Standard” shares the wisdom of Ritz Carlton’s five principles to maximize one’s ability to deliver quality and world-class service throughout business and personal life. Firm and steadily practices its five principles, one will have the opportunity to form and strengthen industry new gold standard. This book also helped me understand how Ritz-Carlton differentiates itself in employee loyalty, first-class customer service and great branding and principles.
My book review will be combining Ritz-Carlton’s five principles with my own experience working at the Century City InterContinental hotel in China and The Sheraton in Downtown LA with those described in the book. Specifically the five gold standards are:
1. Define and Refine
2. Empower through Trust
3. It's Not about You
4. Deliver Wow!
5. Leave a Lasting Footprint
The gold standards:
The customer is always right! Since founder Caesar Ritz first managed the Paris and London Ritz-Carlton, the brand has focused on providing guests with excellence experience without compromise. Its focus on
“The New Gold Standard – the Ritz Carlton Hotel Company”
By Joseph A. Michelli
By Jie Zhang
Cal Poly Pomona
Winter 2013, GBA 671 Professor Ed von Leffern
Book review for
“The New Gold Standard – the Ritz Carlton Hotel Company”
Introduction
Ernest Hemingway once wrote “When I dream of afterlife in heaven, the action always takes place in the Paris Ritz.” The Ritz-Carlton becomes synonymous with perfection and luxury worldwide through its painstakingly attention to detail, practical innovation and creation of an unrivaled customer experience. Today the Ritz-Carlton has become the benchmark standard of customer service that other world-class companies such as Apple and FedEx strive to emulate. Regardless of what industry they are in, the techniques employed at Ritz-Carlton have helped many companies increase their customer loyalty to levels previous unseen.
“The New Gold Standard” shares the wisdom of Ritz Carlton’s five principles to maximize one’s ability to deliver quality and world-class service throughout business and personal life. Firm and steadily practices its five principles, one will have the opportunity to form and strengthen industry new gold standard. This book also helped me understand how Ritz-Carlton differentiates itself in employee loyalty, first-class customer service and great branding and principles.
My book review will be combining Ritz-Carlton’s five principles with my own experience working at the Century City InterContinental hotel in China and The Sheraton in Downtown LA with those described in the book. Specifically the five gold standards are:
1. Define and Refine
2. Empower through Trust
3. It's Not about You
4. Deliver Wow!
5. Leave a Lasting Footprint
The gold standards:
The customer is always right! Since founder Caesar Ritz first managed the Paris and London Ritz-Carlton, the brand has focused on providing guests with excellence experience without compromise. Its focus on