Page 11 - The New Gold Standard

Foreword

The answer is yes; . . . now what is the question?

OVERHEARD IN THE CORRIDORS OF A
RITZ-CARLTON HOTEL

When I took on the job of president of The Ritz-Carlton
Hotel Company, my first priority was to visit with, and
personally talk to, many of the Ladies and Gentlemen
who work at our hotels and resorts around the world.
While seeking to encourage hotel managers to be highly
effective leaders, the people I most wanted to reach out
to—and thank—were those who wash the laundry, de-
liver the room service, maintain the boilers, and clean
the guest rooms. Without them, we would not be the
award-winning hotel company that we are—a company
that is consistently recognized for service excellence and
unmatched quality and that is now the subject of Dr.
Joseph A. Michelli’s book The New Gold Standard. While
our guests may never see many of these people who
work behind the scenes in what we call “the heart of the
house,” connecting with them is truly the best part of
my job.
Talking and listening to our Ladies and Gentlemen
only increases my appreciation for the passion they pos-
sess to serve our guests and one another. To me, they

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