Page 9 - The New Gold Standard

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Contents

Foreword ix
SIMON F. COOPER, President,
The Ritz-Carlton Hotel Company, L.L.C.
Acknowledgments xiii

1 The Ritz-Carlton Experience 1

PRINCIPLE
1

C Define and Refine D

2 Set the Foundation: Communicating
Core Identity and Culture 19
3 Be Relevant 44

PRINCIPLE
2

C Empower through Trust D

4 Select—Don’t Hire 73
5 It’s a Matter of Trust 94

vii