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リッツカールトン - 世界最高のサービス企業のリーダーシップを学ぶ
洗練されたサービス、最高のホスピタリティと聞けば、誰もが思い浮かべるのが、リッツカールトンではないでしょうか。常に社会から注目される環境で、リッツカールトンは世界クラスの素晴らしい体験を顧客に提供してきました。本書は、この卓越したサービス企業の成功の礎となっている、リーダーシップに焦点をあてた最初の書籍です。
本書の著者、ジョセフ・ミケーリは、ベストセラーとなった前作『スターバックス5つの成功法則と「グリーンエプロンブック」の精神』の経験をいかして、通常では難しいとされる、経営幹部やスタッフ、さらには研修部門に密着することを通して、各階層のリーダーシップを詳しく調査し、リッツカールトンの成功の秘密を読者に余すところなく伝えています。
・絶えず変化する顧客ニーズを理解する
・従業員を全面的に信頼し、その能力を最大限に引き出す
・言葉やしぐさに表れない本当の顧客ニーズや関心事を読み取る
・独自の社員教育システムを開発する
リッツカールトンの従業員が語る話には、ホテル業界はもとよりあらゆる企業組織で、比類ない顧客満足を創造し、改良し、維持し続けるヒントが満載です。
読者は、従業員に対する効果的なアドバイスの仕方、実証済みのリーダーシップ手法、専門家の叡智に触れることができ、素晴らしい顧客サービスの原理、プロセス、そして実践方法をそれぞれの組織に注入することができるでしょう。
Book Description
Discover the secrets of world-class leadership!
When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. 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, such as:
* Understanding the ever-evolving needs of customers
* Empowering employees by treating them with the utmost respect
* Anticipating customers' unexpressed needs and concerns
* Developing and conducting an unsurpassed training regimen
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.
The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.
When it comes to refined service and exquisite hospitality, one name stands high above the rest: The Ritz-Carlton Hotel Company. With ceaseless attention to every luxurious detail, the company has set the bar for creating memorable customer experiences in world-class settings. Now, for the first time, the leadership secrets behind the company's extraordinary success are revealed.
The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. 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, such as:
* Understanding the ever-evolving needs of customers
* Empowering employees by treating them with the utmost respect
* Anticipating customers' unexpressed needs and concerns
* Developing and conducting an unsurpassed training regimen
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.
The New Gold Standard weaves practical how-to advice, proven leadership tools, and the wisdom of experts to help you create and embed superior customer-service principles, processes, and practices in your own organization.
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13 人中、11人の方が、｢このレビューが参考になった｣と投票しています。
A great, if somewhat older book; recommended along with a newer "ritz management" book
2010/5/16
形式:ハードカバー
"New Gold Standard" is a super, if slightly older, book on a really important subject: The Ritz-Carlton is one of the organizations whose methodology has truly transformed our understanding of what customer service quality and consistency can be.
I recommend "The New Gold Standard, especially if you're in the hotel business; Michelli, who also wrote The Starbucks Experience, is a consultant who did a great job writing it. I don't agree with the catty comments on this page that its writing style is sleep-inducing, etc. -- I guess they're complaining because it's written in an academic style and is maybe overly deferential to the owners of the Ritz (hey, it is an "official" history). Nonetheless, in my opinion it is still full of many well organized details and a helpful book for anyone in hospitality. Some of the strong points in particular are the historical overview and the interviews Michelli includes.
(One note to be aware of: There's now also a newer book on practical applications of Ritz-Carlton customer service and management techniques that's just come out this May; I really enjoyed it a lot. I got a lot out of this newer book ("Exceptional Service, Exceptional Profit"); it's by the founder of the Ritz Carlton Leadership Center along with Horst Schulze, the Founding President of The Ritz. They collaborate with an entrepreneur/systems expert from *outside* of the hospitality industry; this allows them to cover management issues in a lot of depth and in fields that are often far removed from just hotel-industry topics. Here's the link: Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.
I recommend "The New Gold Standard, especially if you're in the hotel business; Michelli, who also wrote The Starbucks Experience, is a consultant who did a great job writing it. I don't agree with the catty comments on this page that its writing style is sleep-inducing, etc. -- I guess they're complaining because it's written in an academic style and is maybe overly deferential to the owners of the Ritz (hey, it is an "official" history). Nonetheless, in my opinion it is still full of many well organized details and a helpful book for anyone in hospitality. Some of the strong points in particular are the historical overview and the interviews Michelli includes.
(One note to be aware of: There's now also a newer book on practical applications of Ritz-Carlton customer service and management techniques that's just come out this May; I really enjoyed it a lot. I got a lot out of this newer book ("Exceptional Service, Exceptional Profit"); it's by the founder of the Ritz Carlton Leadership Center along with Horst Schulze, the Founding President of The Ritz. They collaborate with an entrepreneur/systems expert from *outside* of the hospitality industry; this allows them to cover management issues in a lot of depth and in fields that are often far removed from just hotel-industry topics. Here's the link: Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization.
4 人中、3人の方が、｢このレビューが参考になった｣と投票しています。
IBM Competitive Edge Book Club Selects Book in Q3 2008
2010/3/25
形式:ハードカバー
The IBM Competitive Edge Book Club is open to all Sales professionals at IBM. "The New Gold Standard" was our Q3 2008 book club selection. Overall feedback from the members was good. In the feedback from the members, we ask them the question - "What will you do differently in your job since your study of this book?" Some of the replies directly from the members included:
- "I will try to apply the concepts around exceptional customer service. Delivering 'wow' means extending our thought process beyond delivering just what is the basics and looking to over-deliver to our clients every day."
- "Focus on instilling and maintaining a service culture within my organization"
- "IBM has its own "ladies and gentlemen" - particularly pertaining to "dedicated to our client's success". What we can do better is help each other reinforce this with our local teams on a daily basis."
- "The book has given me good ideas for how to take customer service to the next level in our business. Some of the concepts and ideas in the book will help me when dealing with, or, selling to customers."
- "I think the book applies itself very well to anyone that deals with customers."
Thank you to Dr. Joseph Michelli for being apart of the IBM Competitive Edge Book Club experience and for writing a book that is interesting to read. The book drives home the importance of providing great customer service while balancing and recognizing those internally that create that experience for your clients/ customers.
Best Regards,
Brien Convery
IBM Global Workforce Partner and Competitive Edge Book Club Leader
- "I will try to apply the concepts around exceptional customer service. Delivering 'wow' means extending our thought process beyond delivering just what is the basics and looking to over-deliver to our clients every day."
- "Focus on instilling and maintaining a service culture within my organization"
- "IBM has its own "ladies and gentlemen" - particularly pertaining to "dedicated to our client's success". What we can do better is help each other reinforce this with our local teams on a daily basis."
- "The book has given me good ideas for how to take customer service to the next level in our business. Some of the concepts and ideas in the book will help me when dealing with, or, selling to customers."
- "I think the book applies itself very well to anyone that deals with customers."
Thank you to Dr. Joseph Michelli for being apart of the IBM Competitive Edge Book Club experience and for writing a book that is interesting to read. The book drives home the importance of providing great customer service while balancing and recognizing those internally that create that experience for your clients/ customers.
Best Regards,
Brien Convery
IBM Global Workforce Partner and Competitive Edge Book Club Leader
10 人中、7人の方が、｢このレビューが参考になった｣と投票しています。
I Will Read This Book Again
2009/1/4
形式:ハードカバー
I have to say that parts of this book were so cloying and some of the anecdotes so over the top that I felt like throwing it away, except ... except for the fact that the Ritz-Carlton is one magnificent Brand founded on a great product.
As I continued to read, I began to appreciate why the Ritz-Carlton is so successful. The stories of over the top customer service and attention are so common, the attention to detail is so ... well ... detailed: these are the reasons why the hotel chain has become in the author's words - The New Gold Standard.
In this well researched book, Michelli identifies five key principles that ensure success for this great hotel chain and which of course everyone can learn from. There is nothing new about the five principles, but very few companies implement them properly
The principles are:
1) Define and refine
a. Communicating Core Identity and Culture
b. Be Relevant
2) Empower through Trust
a. Select - Don't hire
b. It's a matter of Trust
3) It's not about You
a. Build a business focused on Others
b. Support Frontline Empathy
4) Deliver Wow!
a. Wow: The Ultimate Guest Experience
b. Turning Wow into Action
5) Leave a Lasting Footprint
a. Aspire, Achieve, Teach
b. Sustainability and Stewardship
In writing book reviews, I don't normally re-run the basic contents page but in this case it is appropriate, because any one of the principles outlined above will help you grow your business. The challenge of course is how to do it. If there is one key lesson I take from the book it is - Reinforcement: Reinforcement of values, Reinforcement of culture and practices.
The hotel chain is constantly reinforcing its culture and ideals with its employees - "Ladies and Gentlemen serving Ladies and Gentlemen." Sure this might seem twee, corny, outdated but the chain appreciates that to maintain its success it must also "Be Relevant." Thus it has successfully targeted key demographics such as "Discerning Affluents," many of whom might not dress or act in the same manner as the "Classic Status Seekers" which was the core market for the Ritz-Carlton.
Michelli apparently had great access to company strategy. He highlights research conducted which found that four factors account for 85% of overall guest satisfaction. These are
1) Sense of well being
2) Anticipation of guest needs
3) Room condition and
4) Room assignment.
These four predictors - `drivers of engagement' - are reinforced through approximately 250 hours of training annually for each hourly employee including 15 minutes for daily briefing.
Bottom line: Some of the customer service anecdotes must have developed legs in the telling, but the fact is these anecdotes are part of the culture which is continuously reinforcing itself while also developing. This book will not change your culture overnight, but implementation of some key aspects will change your chances of business success over a period of time.
I've keyed into my database to read it again in 4 months time. That's the best testimonial I can give.
As I continued to read, I began to appreciate why the Ritz-Carlton is so successful. The stories of over the top customer service and attention are so common, the attention to detail is so ... well ... detailed: these are the reasons why the hotel chain has become in the author's words - The New Gold Standard.
In this well researched book, Michelli identifies five key principles that ensure success for this great hotel chain and which of course everyone can learn from. There is nothing new about the five principles, but very few companies implement them properly
The principles are:
1) Define and refine
a. Communicating Core Identity and Culture
b. Be Relevant
2) Empower through Trust
a. Select - Don't hire
b. It's a matter of Trust
3) It's not about You
a. Build a business focused on Others
b. Support Frontline Empathy
4) Deliver Wow!
a. Wow: The Ultimate Guest Experience
b. Turning Wow into Action
5) Leave a Lasting Footprint
a. Aspire, Achieve, Teach
b. Sustainability and Stewardship
In writing book reviews, I don't normally re-run the basic contents page but in this case it is appropriate, because any one of the principles outlined above will help you grow your business. The challenge of course is how to do it. If there is one key lesson I take from the book it is - Reinforcement: Reinforcement of values, Reinforcement of culture and practices.
The hotel chain is constantly reinforcing its culture and ideals with its employees - "Ladies and Gentlemen serving Ladies and Gentlemen." Sure this might seem twee, corny, outdated but the chain appreciates that to maintain its success it must also "Be Relevant." Thus it has successfully targeted key demographics such as "Discerning Affluents," many of whom might not dress or act in the same manner as the "Classic Status Seekers" which was the core market for the Ritz-Carlton.
Michelli apparently had great access to company strategy. He highlights research conducted which found that four factors account for 85% of overall guest satisfaction. These are
1) Sense of well being
2) Anticipation of guest needs
3) Room condition and
4) Room assignment.
These four predictors - `drivers of engagement' - are reinforced through approximately 250 hours of training annually for each hourly employee including 15 minutes for daily briefing.
Bottom line: Some of the customer service anecdotes must have developed legs in the telling, but the fact is these anecdotes are part of the culture which is continuously reinforcing itself while also developing. This book will not change your culture overnight, but implementation of some key aspects will change your chances of business success over a period of time.
I've keyed into my database to read it again in 4 months time. That's the best testimonial I can give.
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