Ritzy reading and talks on leading

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DUCHAUFFOUR: Ready to speak to keen industry learners.

For those eager to learn more about the strategy delivering Ritz-Carlton's success, there are now two options: read it or hear it.

The luxury hotel company is the subject of a new book by Dr Joseph Michelli, titled The New Gold Standard: Five leadership principles for creating a legendary customer experience.

Area vice president and general manager of Ritz-Carlton Dubai International Financial Centre Pascal Duchauffour said the writing process allowed the company to receive honest feedback from an industry expert.

"We have a reinforcement of the fact that we are a global company with international properties and yet the gold standards are being utilised throughout each hotel," he said.

"When you look at who we are and how we have grown globally, we have realised that our culture and philosophy is very transferable and that it does work everywhere we are.

"We have realised that this is something that could be shared. The gold standards are the core of our company, and wherever you go you will see that, from Doha to Cancun to Dubai to Miami, it is alive and working well."

In a different area from the case study provided by the book, Ritz-Carlton is also offering leadership training based on its core philosophies through accredited trainers throughout the company.

"In 2000 we created a Ritz-Carlton Leadership Centre, which is based in the US and which has been extremely successful," Duchauffour continued.

"In the US, we have thousands of people coming through the leadership centre - from top executives to management and line staff. We thought it would be people from our industry, but we are not delivering it to people in our field - the interest is coming from a lot of other industries, such as automobile, finance, healthcare and human resources.

"Because it became so successful, the Leadership Centre certified several senior leaders in our organisation to be able to deliver that part of the lecture in different locations.

"People are actually coming to us. Interestingly enough, the first interest we have had to give speeches was in Japan. We had automobile companies that contacted the hotel here [in Dubai] asking us to fly the speakers to Japan because they wanted to not only have the Ritz-Carlton view but also to understand how it was applied in the Middle East and how successful it is here."

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