| Show Summary: Offers a deep dive into what has caused The Ritz-Carlton to enter our language with terms like "ritzy" and "putting on
the Ritz". The New Gold Standard is not a book just about luxury or the hospitality industry. It is designed to help business leaders and front-line workers make a greater difference through service
professionalism.
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.
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.
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