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New Book Provides Insight into Service Philosophy of The Ritz-Carlton Hotel Company

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Dr. Joseph A. Michelli, author of best selling business books including "The Starbucks Experience," uncovers the secrets of world-class leadership in his latest book, "The New Gold Standard: Five Leadership Principles for Creating a Legendary Customer Experience  Courtesy Of The Ritz-Carlton Hotel Company."

This is the first time that Ritz-Carlton has shared such detailed information on its corporate culture and service philosophy. This includes discovering how to engage customer loyalty, measure results, and retain the best talent in a service economy. The 285-page, hardcover book, published by McGraw-Hill, is expected to be available in stores and online in early July.

Simon F. Cooper, president and chief operating officer, The Ritz-Carlton Hotel Company, said, "Over the years we have been approached by many authors seeking to write about our company and examine the methodology we have used to make The Ritz-Carlton brand one of the most frequently recognized and critically acclaimed luxury names in the world. Only when Dr. Michelli came to us with his vision for telling the story did we agree to provide unprecedented levels of access to our Ladies and Gentlemen and customers. We believe sharing what we have learned will provide valuable lessons to any company seeking to improve its customer service, whether they are a small day spa or a Fortune 500 company."

Dr. Michelli added, "After my book "The Starbucks Experience" made the global bestseller lists, I was approached by many companies asking me to profile them. However, I created my own short list of corporations with a track record of exceptional customer experiences -- The Ritz-Carlton was at the top of that list. When I approached them with the idea, many conversations took place with senior management. The decision was made to provide in-depth access and to share a candid view of the company's business practices, culture, strategy, breakdowns and challenges."

Dr. Michelli drew his recommendations and conclusions in the book from hundreds of frank, in-person and telephone interviews with hotel general managers and employees, guests, travel agents and groups including The Gallup Organization, which measures customer loyalty and engagement. While staying in Ritz-Carlton hotels around the world, Michelli compared the promise of The Ritz-Carlton brand with the actual performance of its hotels from San Francisco to Singapore.

He also attended sessions of The Ritz-Carlton Leadership Center, an award-winning training facility for corporate executives and business owners. From that experience, the author identified several key points which help explain the enduring reputation for excellence of the hotel company which traces its roots back to legendary hotelier Cesar Ritz in the early 1900s. 

The Ritz-Carlton Hotel Company, L.L.C., of Chevy Chase, Md., currently operates 71 hotels in the Americas, Europe, Asia, the Middle East, Africa, and the Caribbean. More than 30 hotel and residential projects are under development around the globe with future openings including Shenzhen, China; Dove Mountain, Arizona; and Lake Tahoe, California.

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