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Index
Cover Page
The New Gold Standard
Copyright Page
Contents
Foreword
Acknowledgments
1 The Ritz-Carlton Experience
PRINCIPLE 1 Define and Refine
2 Set the Foundation: Communicating Core Identity and Culture
3 Be Relevant
PRINCIPLE 2 Empower through Trust
4 Select—Don’t Hire
5 It’s a Matter of Trust
PRINCIPLE 3 It’s Not about You
6 Build a Business Focused on Others
7 Support Frontline Empathy
PRINCIPLE 4 Deliver Wow!
8 Wow: The Ultimate Guest Experience
9 Turn Wow into Action
PRINCIPLE 5 Leave a Lasting Footprint
10 Aspire, Achieve, Teach
11 Sustainability and Stewardship
Conclusion: A Lasting Impression
Notes
Sources
Index
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