Podcasts about capella hotel group

Ritz Carlton is not just a brand.   It's a brand that sets the bar for customer experience. It was an incredible honor to host one of the icons in customer experience, Horst Schulze, the co-founder and former president of The Ritz Carlton Hotel Company. We talk about his new book, Excellence Wins, and he shares insights that transcend the hospitality industry.

#165: Horst Schulze is the Co-Founder of the Ritz Carlton & Founder of the Capella Hotel Group. He is also author of the book "Excellence Wins",  a no nonsense guide to becoming the best in a world of compromise. He is a legend and leader in the hotel world and his teachings and vision have reshaped the concepts of service and hospitality across industries.During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice.Today he actively speaks and consults across all industries. His leadership content can be purchased and viewed at NeedToLead.com where the content can be licensed for a larger audience. In the show we get to hear his story of growing up in German, getting into the hotel industry, hard work, excellence is a result of high intent, success, purpose, vision, service, marriage, faith, and much more!Enjoy the show!Ways to engage with Horst Schulze:Website: HorstSchulze.comAll social media platformsBook: Excellence Winshttps://www.amazon.com/Excellence-Wins-No-Nonsense-Becoming-Compromise/dp/0310352096Leadership content: NeedToLead.com

In today's podcast, William Vanderbloemen talks with Horst Schulze, the Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder and former COO of The Ritz-Carlton Hotel Co. Schulze is a legendary leader and global titan of business. In this episode, Horst's journey to success is truly remarkable. He shares his personal story and the methods he used to achieve his goals. His experiences are a testament to the fact that with hard work, determination, and a drive for excellence, anyone can achieve their dreams.  We hope you enjoy this conversation!   https://www.vanderbloemen.com/blog/why-excellence-always-wins  

Randy welcomes a very special guest, legendary hospitality leader Horst Schulze, on episode 127 of The Unique CPA. The co-founder and former COO of Ritz-Carlton hotels, as well as the founder of Capella Hotel Group, Horst shares invaluable insights on achieving excellence through defining a specific goal for your business, empowering employees, and making customers feel cared for. Underlying his philosophy, which is centered around having a concrete, attainable goal, is a sense of responsibility to people and society. He also discusses his book, Excellence Wins, which has been purchased en masse by CEOs around the world to help shape their organizations' culture. Get the full show notes and more resources at TheUniqueCPA.com

Tune in on Monday, 10/16/23, for a new episode of The Doctor Whisperer Show featuring featuring one of my personal heroes in business—the King of Hospitality, CoFounder of The Ritz Carlton, and Author, Horst Schulze. Buy his book here: https://a.co/d/6V0nbFE ▪︎ ▪︎ ▪︎ A︎BOUT OUR GUEST: A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries. Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world famous. During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice. In 1991, Mr. Schulze was recognized as "corporate hotelier of the world" by HOTELS magazine. In 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management. Most recently, Mr. Schulze has been honored as a “Leader in Luxury” by Travel Agent magazine and its sister publication Luxury Travel Advisor. After leaving The Ritz Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide, and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions. Today, Mr. Schulze serves on various boards and acts as a consultant across industries. He recently completed his seminal book on creating excellence. horstschulze.com ▪︎ ▪︎ ▪︎ Thank you to our sponsor, SRA 831b Admin, for supporting the show! Click here to learn more: ⁠http://831b.com --- Send in a voice message: https://podcasters.spotify.com/pod/show/thedoctorwhisperer/message

It's time to welcome Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Group, Horst Schulze, to Linch with a Leader. In this episode, Mike and Horst dig into what it looks like to truly build and sustain excellence, no matter your industry. Welcome to the Linch with a Leader Podcast, where you're invited to join the spiritual principles behind big success, with host Mike Linch.Subscribe to the channel so you never miss an episode: @linchwithaleaderPrefer just listening? SUBSCRIBE to the podcast here:Spotify: https://open.spotify.com/show/0dJfeLbApple: https://podcasts.apple.com/us/podcastFind show notes and more information at: www.mikelinch.comFollow for EVERYDAY leadership content and interaction:Twitter: https://twitter.com/mikelinchInstagram: https://www.instagram.com/mikelinch/Facebook: https://www.facebook.com/mike.linch.75/JOIN US for a Sunday at NorthStar Church:www.northstarchurch.org / @nsckennesaw Follow Horst Schulze:Instagram: https://www.instagram.com/thehorstschulze/?hl=enTwitter: https://twitter.com/horstschulze?s=20Website: https://horstschulze.com/Read Horst's book:Excellence Wins: https://a.co/d/6KWKUqp

In this episode of Experience Leader, Devin talks with legendary hotelier, co-founder of the Ritz-Carlton Hotel Company, and founder of Capella Hotel Group, Horst Schulze. They talk about his remarkable story and how he creates the best hotels in the world. This is the first part of a two-part series that will get you fired up to pursue excellence in your life and work.Enjoy the conversation.Join other industry leaders by signing up for the Experience Leader Newsletter.A production of Experience Leader LLC.LinksLearn more about Horst SchulzeLearn more about host Devin SmithLearn more about the Experience Leader Podcast

As a legend and leader in the hotel world, Horst Schulze created operating and service standards that have become world famous throughout the hospitality industry and beyond. Horst is a founding member of both the Ritz Carlton Hotel Company and The Capella Hotel Group, and is the author of "Excellence Wins:  A No Nonsense Guide to Becoming the Best in a World of Compromise."

Episode Summary: In this episode of the L3 Leadership podcast, Doug talks to Ritz-Carlton founder Horst Schulze about excellence, what it means to build a great organization, and why as a leader you give up the right to make excuses.About Horst: A legend and leader in the hotel world, Horst Schulze's teachings, and vision have reshaped the concepts of service and hospitality across industries.Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz-Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world-famous.During his tenure at The Ritz-Carlton, Mr. Schulze served as President and COO, responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz-Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice.In 1991, Mr. Schulze was recognized as "corporate hotelier of the world" by HOTELS magazine. In 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management. Most recently, Mr. Schulze was honored with the “Legacy of Innovation and Inspiration Award” by Historic Hotels of America.After leaving The Ritz-Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions.Today, Mr. Schulze serves as Expert in Residence at Arch + Tower, a boutique, organizational strategy consulting firm. He also recently completed his first book, titled “Excellence Wins.”4 Key Takeaways:1. He discusses the importance of vision in starting a company. 2. Horst shares his views on the state of work and leadership today.3. He talks about what he believes excellence is. 4. He gives advice to people who are looking for their purpose in life. Quotes From the Episode:“You should invite people to join your dream, your vision.” “Create excellence in what you're doing.”“Be a leader of yourself.”“Keep always in mind your fellow human being.”Resources Mentioned:Excellence Wins by Horst SchulzeRitz-CarltonConnect with Horst:Website | Instagram | Twitter | Facebook 

Horst Schulze is a founding member of The Ritz-Carlton Hotel Company and has established a new standard of excellence in the hospitality industry. Under his leadership, The Ritz-Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award – twice. Later in his career, Mr. Schulze founded The Capella Hotel Group. Now, he energizes organizations to reconnect with their service commitment. He recently also completed his first book titled “Excellence Wins."What is one thing people might not know about you? It says in the book that by age 11 you wanted to be in the hotel business. Where did that hotel spark come from? The Maitre d' Changed my Life in Two Sentences - Create Excellence in what you're doing. Excellence is never an accident. It's a result of high intent.We are ladies and gentlemen serving ladies and gentlemen. Serving is our professionEnjoyed his vision for the future in businessPromise me you will never go to workHow Horst Failed the Maitre d', and how it changed his lifeThe origin story of the Ritz CarltonHow changing his mindset helped his career growth. Go to work for excellence. You define yourself.You only change your behaviors when there is a significant emotional event. Maitre d' is his role modelRitz Carlton Laminated Cards helped them become the finest in the world: Vision, Mission, Credo, and 20 gold standardsHe fired his best friend to keep his standard. Keeping him would have compromised our objectiveI am a very important person (and so are you). Don't hire people. Select them! We gave them belongingGive Employees a Sense of Belonging (Day 1) - 3 Million Workers SurveyedWho do you want to be in 6 months' time? We want to be the best!Employees spend most of their time interacting with guests in the cafe. Show your guests you care.Empowering Employees Builds TrustHorst Still Receives Weekly Letters from Employees Thanking Him (Impact Others). You define yourself by your job (good or bad)If you could leave a note to all customer service representatives, what would it say? Question Yourself: How could I do this better? Morally and Ethically, could I be better? How to reach a level of excellence (Question Yourself)***ABOUT NICK GLIMSDAHLSubscribe to my monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedIn***LISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A Coffee***BOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/  BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

Welcome to the What's Next! podcast with Tiffani Bova.   This week I have the wonderful pleasure of speaking with Horst Schulze. Horst is a legend and leader in the hotel world and his teachings and vision have reshaped the concepts of service and hospitality across industries. His professional life began over 65 years ago as a server's assistant in a German resort town. He's worked for both Hilton Hotels and the Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. During his tenure at The Ritz Carlton, he served as President and COO and under his leadership The Ritz Carlton Hotel Company was awarded the prestigious Malcolm Baldrige National Quality Award-twice-making it the first and only hotel company to ever win even one! In 1991, Horst was recognized as "corporate hotelier of the world" by HOTELS Magazine, and in 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. After leaving The Ritz Carlton Hotel Company, Horst went on to found The Capella Hotel Group, a luxury hotel company managing some of the most elite properties worldwide. Today, Horst serves on various boards and acts as a consultant across industries. He is currently completing his seminal book on creating excellence. I am absolutely thrilled to be speaking with Horst Schulze on the What's Next! Podcast.   THIS EPISODE IS PERFECT FOR… anyone looking to be inspired and motivated to generate excellence and work with purpose!   TODAY'S MAIN MESSAGE… It is imperative to be driven by purpose. When you are focused on your purpose and providing the best service or product, when you are employee first and customer-centric, and when you strive for excellence above all else, the financial reward will follow.   WHAT  I  LOVE  MOST… Horst's message: excellence wins! I also love his attention to making sure his employees also feel and are driven by purpose.     Running time: 33:50 Subscribe on iTunes     Find Tiffani on social: Facebook: https://facebook.com/tiffaniBova/ Twitter: https://twitter.com/Tiffani_Bova LinkedIn: https://linkedin.com/in/tiffanibova Instagram: https://www.instagram.com/tiffanibova/   Horst's Book: Excellence Wins!

On this episode Yvonne shares with us her journey into hospitality. From her teens she knew she wanted to be in hospitality, very much drawn to it by the architecture of the buildings. After realising that an architectural career was not for her, she decided to work in hotels. After hotel school she started working with the Capella Hotel Group in Singapore in operations and moved up thanks to the support of some great mentors. Then she went to Cornell to do a masters, which helped her get a role in development back at Capella. After a few years she went to work at a co-working start-up. Which eventually inspired her to start her own business - Relogo. They are the relocation experts and also have a booking platform for co-living accommodation. Having a child did not deter her from continuing her own start up journey. Yvonne and her co-found spent time analysing the market to understand what would be the best offering and what was missing in the market. She has been inspired by other founders, such as from The Great Room in Singapore and Cappella Hotel Group. She credits her experiences and learnings form hospitality to help her start her business. She reminds us not to be scared of the skills we do not have, but focus on what we do and what we can bring to the table. https://relogo.sg/ https://coliving.relogo.sg/

A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries. Horst's professional life began more than 65 years ago as a server's assistant in a German resort town. He has worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz-Carlton Hotel Company in 1983, where he created the operating and service standards that have become world famous. Horst served as President and COO, responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz-Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award—twice. In 1991, Horst was recognized as "corporate hotelier of the world" by HOTELS magazine. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management. Most recently, Horst was honored with the “Legacy of Innovation and Inspiration Award” by Historic Hotels of America. Horst went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide, and gave Horst the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions. Today, Horst serves as Expert in Residence at Arch + Tower, a boutique, organizational strategy consulting firm, and recently completed his first book, titled Excellence Wins. In this podcast, he shares: How he built the culture behind the top rated luxury hotel chain in the world, Ritz-Carlton, and later Capellaseveral immediately actionable practices you can put in place to directly shape and manage your organization's cultureWhy he believes you can transform culture within just a year and the first steps to take along that path__________________________________________________________________________________________"An overwhelming issue for me, relative to leaders of companies, is to accept your role." Accept that [your employees are] human beings that you deal with to be fulfilled in life. Human beings need to belong and need to have purpose. Why wouldn't we give them purpose that the vision or why wouldn't we do this as organization?"-Horst Schulze__________________________________________________________________________________________Episode Timeline:00:00—Introducing Horst + The topic of today's episode2:53—If you really know me, you know that...3:26—What is your definition of strategy?6:25—How do you know if the purpose or "why" of your company is authentic?7:39—How do you define customer-centricity?11:12—How do you help every employee understand the company's intent when it comes to customers?14:03—Could you explain your meeting structures and mechanisms in which you share messages with your team?17:14—How long does it take to have a lasting culture change?18:20—Is there anything we missed you'd like to share?20:22—Where can people follow you and your work?__________________________________________________________________________________________Additional Resources: Personal page: https://horstschulze.com/Recent bookTwitter: https://twitter.com/horstschulzeInstagram: https://www.instagram.com/thehorstschulze/

A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries. Horst's professional life began more than 65 years ago as a server's assistant in a German resort town. He has worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz-Carlton Hotel Company in 1983, where he created the operating and service standards that have become world famous. Horst served as President and COO, responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz-Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award—twice. In 1991, Horst was recognized as "corporate hotelier of the world" by HOTELS magazine. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management. Most recently, Horst was honored with the “Legacy of Innovation and Inspiration Award” by Historic Hotels of America. Horst went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide, and gave Horst the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions. Today, Horst serves as Expert in Residence at Arch + Tower, a boutique, organizational strategy consulting firm, and recently completed his first book, titled Excellence Wins. In this podcast, he shares: How he built the culture behind the top rated luxury hotel chain in the world, Ritz-Carlton, and later Capellaseveral immediately actionable practices you can put in place to directly shape and manage your organization's cultureWhy he believes you can transform culture within just a year and the first steps to take along that path__________________________________________________________________________________________"An overwhelming issue for me, relative to leaders of companies, is to accept your role." Accept that [your employees are] human beings that you deal with to be fulfilled in life. Human beings need to belong and need to have purpose. Why wouldn't we give them purpose that the vision or why wouldn't we do this as organization?"-Horst Schulze__________________________________________________________________________________________Episode Timeline:00:00—Introducing Horst + The topic of today's episode2:53—If you really know me, you know that...3:26—What is your definition of strategy?6:25—How do you know if the purpose or "why" of your company is authentic?7:39—How do you define customer-centricity?11:12—How do you help every employee understand the company's intent when it comes to customers?14:03—Could you explain your meeting structures and mechanisms in which you share messages with your team?17:14—How long does it take to have a lasting culture change?18:20—Is there anything we missed you'd like to share?20:22—Where can people follow you and your work?__________________________________________________________________________________________Additional Resources: Personal page: https://horstschulze.com/Recent bookTwitter: https://twitter.com/horstschulzeInstagram: https://www.instagram.com/thehorstschulze/

Rosewood Regional Vice President and Managing Director Andrew Turner has worked in the world of luxury throughout his incredible career spanning the globe, from establishing The prestigious Baccarat Hotel in New York to working for The Capella Hotel Group in Ireland, The Ritz Carlton and more. Turner started as a Bellboy and now works for one of the world's leading luxury brands overseeing multiple properties. The Australian is now based in Phuket at one of the world's leading Wellness Resorts, Rosewood Phuket, where the entire 71 room hotel was designed and built with the most sustainable and environmentally friendly practises possible. This is a preview of his in-depth chat to Renae - full interview coming soon. For more luxury travel, go to: www.renaesworld.com.au For more on Rosewood, Phuket: https://www.rosewoodhotels.com/en/phuket Listen on: Spotify: https://open.spotify.com/show/7kciRY8... Apple Podcasts: https://podcasts.apple.com/us/podcast... Follow our socials: Instagram: https://www.instagram.com/renaesworld... Website: https://renaesworld.com.au/ Facebook: https://www.facebook.com/renaesworldaus/

Rosewood Regional Vice President and Managing Director Andrew Turner has worked in the world of luxury throughout his incredible career spanning the globe, from establishing The prestigious Baccarat Hotel in New York to working for The Capella Hotel Group in Ireland, The Ritz Carlton and more. Turner started as a Bellboy and now works for one of the world's leading luxury brands overseeing multiple properties. The Australian is now based in Phuket at one of the world's leading Wellness Resorts, Rosewood Phuket, where the entire 71 room hotel was designed and built with the most sustainable and environmentally friendly practises possible. This is a preview of his in-depth chat to Renae - full interview coming soon.

High intent without the necessary steps means nothing. Joining us in episode 52 of Pit Stops to Podium is Horst Schulze. Horst is a founding member of The Ritz-Carlton Hotel Company. He established a new standard of excellence in the hospitality industry. Under his leadership, The Ritz-Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award – twice. Later in his career, Mr. Schulze founded The Capella Hotel Group. Now, he energizes organizations to reconnect with their service commitment. He recently also completed his first book titled “Excellence Wins." Learn what it means to take a decision and bring it to a high intent while finding the right people along the way. //ENGAGE WITH HORST AND ARCH + TOWER LinkedIn: https://www.linkedin.com/in/horstschulze/ Website: https://www.archandtower.com/ // STAY AWESOME & DO IT BIG!! Website: revpartners.io Listen on Spotify and Apple Podcasts

In this episode, we revisit David's interview with Horst Schulze, Founding Member and Former President and COO of The Ritz Carlton Hotel Company, Founder of The Capella Hotel Group, Expert in Residence at Arch + Tower, and author, where they discuss how to deal with a customer complaint. Show Notes: http://trustedleadershow.com Buy David's NEWEST Book "Trusted Leader": https://amzn.to/3luyqf1

Bei dieser Jubiläumsausgabe freuen wir uns enorm auf unseren offiziell allerersten Gast, der zum 2. Mal uns in einer vollen Sendung mit neuesten Themen aus seiner Welt begleiten wird. Horst Schulze ist eine Legende und Führungspersönlichkeit in der Hotelbranche. Seine Lehren und Visionen haben die Konzepte von Service und Gastfreundschaft branchenübergreifend neu gestaltet. Das Berufsleben von Horst Schulze begann vor mehr als 65 Jahren als Kellnergehilfe in einem deutschen Ferienort. Im Laufe der Jahre arbeitete er sowohl für Hilton Hotels als auch für die Hyatt Hotels Corporation, bevor er 1983 zu den Gründungsmitgliedern von The Ritz Carlton Hotel Company gehörte. Dort entwickelte Horst Schulze die Betriebs- und Servicestandards, die weltberühmt geworden sind. Während seiner Amtszeit bei The Ritz Carlton war Herr Schulze als Präsident und COO für den weltweiten Betrieb im Wert von 2 Milliarden Dollar verantwortlich. Unter seiner Führung wurde The Ritz Carlton Hotel Company als erstes Dienstleistungsunternehmen mit dem renommierten Malcolm Baldrige National Quality Award ausgezeichnet - und das gleich zweimal. 1991 wurde Herr Schulze von der Zeitschrift HOTELS als "Corporate Hotelier of the World" ausgezeichnet. Im Jahr 1995 wurde er mit der Ishikawa-Medaille für seinen persönlichen Beitrag zur Qualitätsbewegung ausgezeichnet. Im Jahr 1999 verlieh ihm die Johnson & Wales University die Ehrendoktorwürde in Hospitality Management. In jüngster Zeit wurde Herr Schulze von der Zeitschrift Travel Agent und ihrer Schwesterpublikation Luxury Travel Advisor als "Leader in Luxury" geehrt. Nachdem er die Ritz Carlton Hotel Company verlassen hatte, gründete Herr Schulze die Capella Hotel Group. Diese Luxushotelgesellschaft verwaltete einige der elitärsten Häuser weltweit und gab Herrn Schulze die Möglichkeit, die Luxushotellerie weiter zu definieren und erhielt zahlreiche Auszeichnungen und Anerkennungen. Heute ist Horst Schulze in verschiedenen Gremien tätig und fungiert als Berater in verschiedenen Branchen. Vor kurzem hat er sein bahnbrechendes Buch über die Schaffung von Spitzenleistungen abgeschlossen. https://amzn.to/3t2K9Fs Englisch - https://amzn.to/3z5BO7p Deutsch - #generationhotelier # dutchhotelguy #horstschulze https://generationhotelier.de

Excellence wins: an interview with Horst Schultze is a conversation you truly can't afford to miss. We'll unpack how and why excellence wins. Listen as both a business owner and a skilled coach explains how it's not about tasks but tapping into your being and purpose. You'll uncover valuable principles that will enable you to help raise up a powerful culture and absolutely change the world.   Cash in: Learn how to define yourself as a person of excellence so you can receive the respect you deserve and serve people well. Understand how your essence, being, and personhood are more important than your doing, so you can rise above the noise of your tasks. Bolster the culture of your business or organization so you can refuel your working environment and create unshakable alignment.   About Horst Schulze A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries.   Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world-famous.   During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz Carlton Hotel Company was awarded the prestigious Malcolm Baldrige National Quality Award- twice- making it the first and only hotel company to ever win even one.   In 1991, Mr. Schulze was recognized as "corporate hotelier of the world" by HOTELS Magazine. In 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management. Most recently, Mr. Schulze has been honored as a “Leader in Luxury” by Travel Agent Magazine and its sister publication, Luxury Travel Advisor.   After leaving The Ritz Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions.   Today, Mr. Schulze serves on various boards and acts as a consultant across industries. He is currently completing his seminal book on creating excellence.

#50: Horst Schulze is the Co-Founder of the Ritz Carlton & Founder of the Capella Hotel Group. He is also author of the book "Excellence Wins",  a no nonsense guide to becoming the best in a world of compromise. He is a legend and leader in the hotel world and his teachings and vision have reshaped the concepts of service and hospitality across industries.During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice.Today he actively speaks and consults across all industries. His leadership content can be purchased and viewed at NeedToLead.com where the content can be licensed for a larger audience. In the show we get to hear his story of growing up in German, getting into the hotel industry, hard work, excellence is a result of high intent, success, purpose, vision, service, marriage, faith, and much more!Enjoy the show!Ways to engage with Horst Schulze:Website: HorstSchulze.comAll social media platformsBook: Excellence Winshttps://www.amazon.com/Excellence-Wins-No-Nonsense-Becoming-Compromise/dp/0310352096Leadership content: NeedToLead.com

A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries.Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz-Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world famous.During his tenure at The Ritz-Carlton, Mr. Schulze served as President and COO, responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz-Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice.After leaving The Ritz-Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide, and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions.Today, Mr. Schulze serves as Expert in Residence at Arch + Tower, a boutique, organizational strategy consulting firm. He also recently completed his first book, titled “Excellence Wins.”Today we discuss customer service, the need for “care” in healthcare, leadership, vision, his book “Excellence Wins”, and Mr. Schulze's personal cancer story. Mr. Schulze will be a keynote speaker at NCODA's 2022 International Spring Forum. You can find his book here: https://www.amazon.com/Excellence-Wins-No-Nonsense-Becoming-Compromise/dp/0310352096.

A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries. Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. He would go on to become one of the founding members of The Ritz-Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world famous. During his tenure at The Ritz-Carlton, Mr. Schulze served as President and COO, responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz-Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice. After leaving The Ritz-Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide, and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions. Today, Mr. Schulze serves as Expert in Residence at Arch + Tower, a boutique, organizational strategy consulting firm. He also recently completed his first book, titled “Excellence Wins.” And it is this the man and the book that has shaped so much of who I am today and the mission of Purpose Project XXI. Up until now he has been a mentor afar off but not anymore. Hope you enjoy our conversation and get as much value from it as I did. horstschulze.com Book: Excellence Wins purposeprojectxxi.org

For our 100th episode, we have a very special guest, namely, Horst Schulze! In this episode with him, we talk about leadership and why working for excellence is the best advice you could ever follow for your professional and personal life. Moreover, Mr. Schulze shares more about the Ritz Carlton, Capella Group and how you can go to the next level of your communication game. Horst Schulze is a legend and leader in the hotel world, and his vision and teachings have reshaped the concepts of service and hospitality across industries. His professional life has started more than 65 years ago as a server's assistant in a German resort town, and throughout the years he has worked both for Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. Later on, after leaving The Ritz Carlton Hotel Company, Mr. Schulze went on to become the founder of The Capella Hotel Group, which is a luxury hotel company that manages some of the most elite properties worldwide. With The Capella Hotel Group, Mr. Schulze defined the luxury hotel industry and has received countless awards and recognitions for it. Today, Mr. Schulze serves as an Expert in Residence at Arch + Tower, a boutique, organizational strategy consulting firm. He is the author of the book Excellence Wins. Check out his website: https://horstschulze.com/ And his book called “Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise” can be found here https://www.amazon.co.uk/Excellence-Wins-Schulze-Merrill/dp/0310352096/ Check out Present to Succeed at: https://presenttosucceed.com Contact us at: contact@356labs.com Find us all over the web: -- Website: 356labs.com Facebook: facebook.com/356labs Instagram: instagram.com/356labs LinkedIn: linkedin.com/company/356labs Twitter: twitter.com/356labs YouTube: youtube.com/356labs Medium: medium.com/@356labs Meetup: meetup.com/356labs-Presentation-Meetups Spotify: open.spotify.com/user/euewr9i4mpwf3z4wubjc7owzb Behance: behance.net/356labs.com Dribbble: dribbble.com/356labs

While I'm on vacation, I want to replay this podcast and leave you with a few valuable gems from Horst Schulze to inspire us in the new year. Horst is the founder and former CEO of the Capella Hotel Group,  Co-founder & Former COO of The Ritz-Carlton Hotel Co. and author of Excellence Wins. He is currently serving as the expert in residence at Arch + Tower, a boutique, organizational strategy consulting firm specializing in customer and employee experience.

Horst Schulze, founder and former CEO of the Capella Hotel Group,  Co-founder & Former COO of The Ritz-Carlton Hotel Co. and author of Excellence Wins, shares that the phrase, “we are ladies and gentlemen serving ladies and gentlemen,” helped set him on his path to success. This was an important phrase that served as the foundation for the company's culture. Listen to this interview replay as Horst talks about the importance of setting standards and creating excellence.

A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries. Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world famous. During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice. In 1991, Mr. Schulze was recognized as "corporate hotelier of the world" by HOTELS magazine. In 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management. Most recently, Mr. Schulze has been honored as a “Leader in Luxury” by Travel Agent magazine and its sister publication Luxury Travel Advisor. After leaving The Ritz Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide, and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions. Today, Mr. Schulze serves on various boards and acts as a consultant across industries. In his book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, he captures a lifetime of wisdom on life and leadership. You can connect with Mr. Schulze on his website - HorstSchulze.com. His book, Excellence Wins, is available wherever books can be purchased. Additional leadership content can be purchased and viewed at NeedToLead.com where the content can be licensed for a larger audience.

Today, we are sitting down with Mr. Horst Schulze, a founding partner of the Ritz Carlton Hotel Company and the Capella Hotel Group. It's not often that we have a chance to learn from another generation, but there's something so valuable about learning from someone with more and different life experiences. Mr. Schulze is an author (of "Excellence Wins"), speaker, and consultant across industries.We dive deep into the meaning of excellence and how that translates into our daily work. We also discuss organizational values and how to pass those down to the team as a whole. This interview brought on some great debate for our team! We talked about the allure and appreciation of excellence vs the cost of pursuing it. One question we are asking here at Plywood: How can we as a nonprofit create moments of excellence through our coworking space, our programming, our events, and more?Learn More:https://horstschulze.com/Excellence Wins ---Welcome to the Plywood Podcast: Real talk for social entrepreneurs and nonprofit leaders. Plywood is a nonprofit in Atlanta leading a community of startups doing good. Over the past 12 years, we have worked with over 800 startup founders and nonprofit leaders wrestling with the tensions of starting, growing, and sustaining.Think of The Plywood Podcast as a kitchen table conversation debating the pros and woes of running a business and sustaining a nonprofit. We dive into building business plans, sustaining relationships (personal and professional), diversity, equity, and inclusion in the workplace, forming values while being a part of true cultural change for good, and so much more.Learn more about Plywood at PlywoodPeople.com

Horst Schulze, founder of the Ritz-Carlton and Capella Hotel Group, talks about what he learned as a young leader that gave him the edge that defined his future career. He also explains why service...Read the whole entry... »

A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries.Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world famous.During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice.In 1991, Mr. Schulze was recognized as "corporate hotelier of the world" by HOTELS magazine. In 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management.Most recently, Mr. Schulze has been honored as a “Leader in Luxury” by Travel Agent magazine and its sister publication Luxury Travel Advisor.After leaving The Ritz Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide, and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions.Today, Mr. Schulze serves on various boards and acts as a consultant across industries. He recently completed his seminal book on creating excellence.Connect with Horst Schulze: Instagram - https://www.instagram.com/thehorstschulze/Facebook - https://www.facebook.com/TheHorstSchulze/LinkedIn - https://www.linkedin.com/in/horstschulze/Twitter - https://twitter.com/horstschulzeWebsite - https://horstschulze.com/Follow The Story Box on Social MediaINSTAGRAM ► - https://www.instagram.com/thestoryboxpodcast/ TWITTER ► - https://twitter.com/jay_fantom FACEBOOK ► - https://www.facebook.com/thestoryboxpodcast WEBSITE ► - https://thestoryboxpodcast.com/SUBSCRIBE FOR MORE! Apple Podcast ► - https://podcasts.apple.com/au/podcast/the-story-box/id1486295252 Spotify ► - https://open.spotify.com/show/7h8Qv3r2ZV29f7ktJOwmgM?si=FXxYC1JFSHesBv7_d1WtNQ WATCH HERE:YouTube ► - https://www.youtube.com/c/TheStoryBox If you enjoyed this episode please subscribe to YouTube & Apple Podcasts, and leave a 5-star positive rating and review over on Apple Podcasts. Share it around with your friends and family.Support this show http://supporter.acast.com/thestorybox. See acast.com/privacy for privacy and opt-out information.

Horst Schulze is one of the most respected executives in the hospitality industry. After creating the culture at the Ritz Carlton as their COO, he went on to become the Founder of Capella Hotel Group, a collection of luxury hotels. In this conversation, we explore what it means to make a promise to a guest, how leaders can hold their teams accountable to the standards that have been set, and ways to show care for your employees. As leaders and pastors, we are all in the business of caring for people who are searching for a purpose. Horst provides insight and wisdom in helping others find belonging. Memorable quote: “You cannot change missions just because situations change.” (10:35)

In this episode of the Unseen Leadership podcast, Chandler Vannoy and Mike Kelsey are joined by Horst Schulze the former president and co-founder of the Ritz-Carlton Hotel Company and founder of the Capella Hotel Group. He is also the author of Excellence Wins. During their conversation, they discuss defining ourselves with excellence, making employees feel like a part of the organization, and being sincere in our leadership. QUOTES FROM EPISODE 63: "Excellence is never an accident. It's always the result of high intent and hard work.""Excellence is doing our very best in the functions that we fulfill in our work.""It's not the product, it's more the relationship: how you are treated, how you were respected.""You have to give people a place where they feel a part.""Leadership creates an environment in which the employees want to do it and feel a part of it.""That is a serious issue with managers: moving from problem to solution instead of moving from problem to analysis to test to solution, and using the people connected with the process to do that.""The urgent thing has to be done, you can't let the fire burn around you, but after you are finished, how do you make sure the fire never happens again?""I cannot love my neighbor as myself, but I can try.""If I can identify their talent and help them to be successful in a way they can apply the talent, that's how I want to select employees.""From today on, know that in a new role as a leader you have the honor of impacting the life of people positively." RESOURCES MENTIONED Excellence Wins by Horst Schulze 7 Habits of Highly Effective People by Stephen Covey HorstSchulze.com This Episode's Sponsor: No matter how many people you have on staff at your church, there’s only so much you can accomplish in a day, right? Your church exists to serve your community, so the mission of your church and its staff is to reach as many people as you can. So BELAY, the innovative staffing solution with over 10 years of experience serving churches with virtual assistants, bookkeepers and social media strategists, is offering a free download of their resource, ‘Church Leaders: Essential Strategies to Unleash Productivity.’  Let BELAY help your church live its mission in your community by helping you juggle less and accomplish more. Visit belaysolutions.com/lifeway for your free download.

On today's "Most People Don't...But You DO!" podcast, Bart has a conversation with Horst Schulze. He is one of the founding members of The Ritz-Carlton Hotel Company, founder of The Capella Hotel Group, Expert in Residence at Arch + Tower, and author of "Excellence Wins": We discuss: Why leaders need to make decisions based upon the question, "Is this good for all concerned?" How he continues to learn... What technology means for the future of hospitality? How excellence is defined by yourself, not by others. Why your destiny is the result of your direct decisions. How his relationship with his wife Sherri is deliberate, intentional, based on teamwork, and grows more deeply over 40 years. Why employees have the RIGHT to be invited to join a greater purpose. Why you should have a beautiful dream, not an easy dream, and enjoy the journey to fulfill your dream. How LEADERSHIP means leading someone to someplace. Why having "HIGH INTENT" is so important. Why you should learn deeper to become a "Human Being of Excellence". Reasons why you should “Do your very best...”; to do your best is LEADERSHIP, to remind yourself is MANAGEMENT. Excited to see what the next 15 years of Horst's vision will bring! More details on Horst can be found on his website: HorstSchulze.com More details on Bart can be found on his website: MostPeopleDont.com bart@mostpeopledont.com --- This episode is sponsored by · Anchor: The easiest way to make a podcast. https://anchor.fm/app

My guest today is Nicholas Clayton, the CEO of Capella Hotel Group, a constellation of some of the finest hotels in the world. Whether you experience a Capella stay in Singapore or Sydney, Bangkok or Bali - you’ll be treated like a star. The team at Capella Hotels goes out of their way to help you engage deeply with the culture around you. From the design elements and local foods served within the hotel, to connecting you with locals outside the hotel. And you don’t have to take my word for it. Travel & Leisure just ranked Capella Hotels the number two hotel brand and Capella Ubud as THE number one hotel in the world. Nicholas and I discuss the brand ethos, some of his favorite details across the different hotels, hawker stands in Singapore, and more. Learn more at www.luxtravelinsider.com Connect with me on Social: Instagram LinkedIn

Ep # 258 - Today, I'm bringing back an exciting and popular prior guest, Horst Schulze, the chairman and CEO of Capella Hotel Group, for an incredible "Part 2" follow-up conversation. As a reminder, Horst Schulze is the original founding president of the Ritz Carlton and he's one of the hotel industry's most influential people. During his time with the the Ritz Carlton, Horst reimagined hotel customer service and many of the policies he created went on to become industry norms across the world. In 1991, Horst was recognized as "corporate hotelier of the world" by HOTELS magazine and a few years later he received the Ishikawa Medal for his personal contributions to improving quality standards across the industry. Horst served as vice chairman of The Ritz-Carlton Hotel Company from 2001-2002, after serving as president and COO of The Ritz-Carlton Group since 1988. Under his leadership, the Group was awarded the Malcolm Baldrige National Quality Award twice which they received in the years 1992 and 1999. The Ritz-Carlton Hotel Company became the first and only hotel company to win one of these awards. Under his leadership, Ritz-Carlton was continuously voted “best hotel company in the world” by meeting and other trade publications. Upon joining Ritz-Carlton as a charter member and VP of Operations in 1983, Horst created the operating and service standards that have become world famous. He was appointed EVP in 1987 and president and COO in 1988. When he left Ritz-Carlton to form the Capella Hotel Group, Horst was responsible for the $2 billion Ritz-Carlton operations worldwide. Prior to his long tenure with Ritz-Carlton, Horst spent nine years with Hyatt Hotels Corporation. There, he served as a hotel general manager, a regional VP, and a corporate VP. Before Hyatt, he also had worked for Hilton Hotels. Horst serves on the boards of Reliance Trust Company, Cancer Treatment Centers of America, The Travel Institute, Georgia Family Council and The InfiLaw System. He has a wealth of knowledge on the hotel and service industries as well as unique insights into achieving business excellence. In fact, the title of his book is called "Excellence Wins." I'm excited to welcome Horst back onto The Driven Entrepreneur for round 2 of our conversation covering his career, his business philosophies and his thoughts on what drives entrepreneurs to success. The recurring theme of this episode is that "excellence is never an accident" and you will not want to miss this powerful dialogue.    Contact Horst Schulze and Get His Book: To contact Horst Schulze to ask him questions, book him to speak, or any other reason, text the word HORST to the phone number 797979. Horst does not use social media so this is the best method to get in contact with him directly. Get Horst Schulze's Book, "Excellence Wins" along with access to his MasterClass after purchase. Grab your copy at: http://www.excellencewins.com/ In the MasterClass, you will receive five in-depth videos along with workshop notes that teach the ins and outs of achieving excellence in business. From this course, you will learn the true value of customer service and you will be able to empower your employees to serve others with extreme confidence and care.   Whether you are new to The Driven Entrepreneur Podcast or are a fan, please don't forget to rate, review and subscribe to the show. Your support and your reviews help this show to attract prolific guests and to provide the best listening experience possible. Also, I love to hear from the fans and listeners. Please share your feedback, guest suggestions, or ideas for show topics with me on social media. Follow Matt Brauning on Social Media Facebook: https://www.facebook.com/mattbrauning Instagram: https://www.instagram.com/mattbrauning/ Twitter: https://twitter.com/mattbrauning Visit Matt Brauning's Websites: www.mattbrauningpodcast.com www.fireboxbook.com Get a copy of my brand new book, "The Firebox Principle," on Amazon: https://www.amazon.com/Firebox-Principle-Drives-Every-Entrepreneur-ebook/dp/B07FDKK9QW

In this episode, David sits down with Horst Schulze, Founding Member and Former President and COO of The Ritz Carlton Hotel Company, Founder of The Capella Hotel Group, Expert in Residence at Arch + Tower, and author, to discuss the 4 supreme objectives that every company should have, and why getting new customers is NOT your highest priority. Show Notes: TrustedLeaderShow.com

CEOs around the world struggle in letting go of the day-to-day. They ask me how CEOs become visionary leaders. This interview kicks off a new series just for CEOs who know they have to move beyond where they are today. Today's guest is Horst Schultze, co-founder of The Ritz Carlton and founder of the Capella Hotel Group. These brand names are in the top tier of hospitality and rated excellent by their guests. Horst was the visionary leader behind their success. He is also the author of Excellence Wins. He and I talked about how CEOs become visionaries. We look at what gets in the way. Horst shares his insights on the real reason why you must become a visionary leader. Join us for how CEOs become visionary leaders. Get the show notes for Visionary Leadership - How CEOs Become Visionaries with Horst Schultze Click to Tweet: Listening to a fantastic episode on Growth Think Tank featuring #HorstSchulze with your host @GeneHammett http://bit.ly/gttHorstSchulze  #VisionaryLeadership #GeneHammettPodcast #Leadership #GHepisode703 #GTTepisodes #Podcasts Give Growth Think Tank a review on iTunes!

"What is average? Average is the bottom of good and the top of bad. Why would you not make a decision to be truly excellent in your particular business?" - Horst Schulze Why should every business have a clearly defined vision? How can empowering your employees benefit your clients and you? What are the four cornerstones of a great company? How should you orient new staff to promote your values and vision? The Advocate of Excellence Horst Schulze learned early on that in order to excel, you must be excellent. From his humble beginnings as a server's assistant, he worked his way up through both the Hilton and Hyatt Hotels before helping to found The Ritz-Carlton Hotel Company in 1983. Horst's obsession with excellence has earned him commendations such as Corporate Hotelier of the World and the Ishikawa Medal for personal contributions to the quality movement — and his subsequent venture, Capella Hotel Group, continues to push the bounds of luxury and quality. Excellence Permeates To be the best — and to hold that position — you must always be looking for ways to excel. Not only does this benefit you, but it inspires those you lead to do the same. Horst tells us all about the role self-betterment plays in your company and how striving to be the best can positively influence those around you, resulting in happy customers and a stronger company. Customer Loyalty Through Company Culture Customer loyalty doesn't necessarily depend on the quality of the product. It is fostered through continued excellence in the service you provide, which can only be delivered through your employees. We discuss how instituting a culture of excellence can improve your law firm and result in more loyal clients. We also talk about the dangers of poor service and how a loyal customer can quickly switch from being an evangelist for your company to a terrorist for your reputation. Key takeaways: Don't just hire qualifications — select values. Bring in staff members that believe in your vision, want to achieve your goals, and will be advocates for your mission. Prioritize customers over the business. It is not enough to think that customers will flock if you have a good company. You must serve their needs first in order to create a successful business. Every complaint is an opportunity for you to promote loyalty. Recognize them as a chance, not to shut out a bad customer, but to bring in a loyal one. Links and Resources The Game Changing Attorney Podcast Michael Mogill Facebook Michael Mogill Twitter Michael Mogill Instagram Michael Mogill LinkedIn Crisp Video Website Crisp Video Facebook Crisp Video Group Twitter Crisp Video Instagram Crisp Video LinkedIn Horst Schulze Website Need to Lead Website Capella Hotel Group *Excellence Wins* Book

A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries. Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world-famous. During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice. In 1991, Mr. Schulze was recognized as "corporate hotelier of the world" by HOTELS magazine. In 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management. Most recently, Mr. Schulze has been honored as a “Leader in Luxury” by Travel Agent magazine and its sister publication Luxury Travel Advisor. After leaving The Ritz Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions. His book, Excellence Wins, is one of the most impactful books that Zac and Cooper have ever read. His teaching on service, excellence, and leadership have inspired men and women all across the world. 

Welcome to our first podcast,We are honoured to spend some time with Mr Evan Kwee, the Vice Chairman of Capella Hotel Group & Head of Design and Hospitality at Pontiac Land Group.In this podcast, we discover what inspired the development of Fari Islands, the selection of the architect and the vision and concepts of The Ritz-Carlton. And also the importance of sustainability, that was well-thought, even from the very beginning of the project. Further, the podcast explores how these concepts fit seamlessly to present the Fari Islands archipelago and why The Ritz-Carlton Maldives will redefine the luxury travel segment. https://fari-islands.com/For any further information or assistance, please contact Aminath.Haadhee@ritzcarlton.com , Marketing Communications Manager. Share with us your feedback by leaving a review and rating. For more information about The Ritz-Carlton Maldives, Fari Islands, visit our websiteFollow us on InstagramFacebookTwitter 

Do you want to be a person of excellence in everything you do? My guest today, Horst Schulze, founding member of Ritz Carlton, is regarded by many as the leading hotelier in the world, and his influence extends far beyond the hospitality business. His teachings and vision have reshaped the concepts of service and hospitality across industries. He will inspire you to live a life of excellence, service, and high purpose in whatever you do. Pick up Horst's book "Excellence Wins" here: https://www.amazon.com/Excellence-Wins-No-Nonsense-Becoming-Compromise-ebook/dp/B07DXGL7VQ/. Pick up Matt's book "Truth Plus Love: The Jesus Way to Influence" here: amazon.com/Truth-Plus-Love-Jesus-Influence/dp/0310355249/ For more from Matt Brown, and to receive our free gift “5 Spiritual Keys to Find Fulfillment in God” which will help you get started into the life of fulfillment God has for you, go to: Thinke.org

Excellence wins: an interview with Horst Schultze is a conversation you truly can't afford to miss. We'll unpack how and why excellence wins. Listen as both a business owner and a skilled coach explains how it’s not about tasks but tapping into your being and purpose. You'll uncover valuable principles that will enable you to help raise up a powerful culture and absolutely change the world.   Cash in: Learn how to define yourself as a person of excellence so you can receive the respect you deserve and serve people well. Understand how your essence, being, and personhood are more important than your doing, so you can rise above the noise of your tasks. Bolster the culture of your business or organization so you can refuel your working environment and create unshakable alignment.   About Horst Schulze A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries.   Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world-famous.   During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz Carlton Hotel Company was awarded the prestigious Malcolm Baldrige National Quality Award- twice- making it the first and only hotel company to ever win even one.   In 1991, Mr. Schulze was recognized as "corporate hotelier of the world" by HOTELS Magazine. In 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management. Most recently, Mr. Schulze has been honored as a “Leader in Luxury” by Travel Agent Magazine and its sister publication luxury Travel Advisor.   After leaving The Ritz Carlton Hotel Company, Mr. Schulze went onto found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions.   Today, Mr. Schulze serves on various boards and acts as a consultant across industries. He is currently completing his seminal book on creating excellence.

We're joined by Andy Ingraham, CEO of National Association of Black Hotel Owners, Operators, and Developers. He discusses the need for increased hotel ownership and why there is not enough black representation in the C-suite. Then, we talk to Hans van der Reijden, Founder & CEO of Ithaka Hospitality Partners, about the state of his company as we move further into recovery. He worked with Horst Schultze and was integral in founding Capella Hotel Group.

We're joined by Andy Ingraham, CEO of National Association of Black Hotel Owners, Operators, and Developers. He discusses the need for increased hotel ownership and why there is not enough black representation in the C-suite. Then, we talk to Hans van der Reijden, Founder & CEO of Ithaka Hospitality Partners, about the state of his company as we move further into recovery. He worked with Horst Schultze and was integral in founding Capella Hotel Group.

Excellence is the result of high intent. In this episode, Richard continues his conversation with Horst Schulze, founder and former CEO of the Capella Hotel Group and co-founder and former COO of the Ritz-Carlton Hotel Company, as they discuss Schulze's new book, “Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.” If you missed it, be sure to go back and listen to part one of this interview in episode 105. DONATE: If you have enjoyed this podcast and want to support what we do, click here. RESOURCES MENTIONED IN THIS EPISODE: “Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise” by Horst Schulze. Buy it here. CONNECT: Follow Richard on Twitter. Follow Richard on Facebook. Read Richard's latest blog posts at www.richardblackaby.com. Send questions to podcast@blackaby.org.

Jonathan welcomes Horst Schulze to Candid Conversations - the man who defined the luxury hotel experience through his long tenure as President of The Ritz Carlton Hotels.  He then went on to define what ultraluxury meant as the Founder of the Capella Hotel Group.  His worldly success is remarkable, but what is most notable about Horst Schulze is his love for our Lord and how that overflows into his love for people and service to them.Horst is an exemplary leader and he is the expert on building an organization focused on excellence.  In fact, he wrote a book entitled, Excellence Wins, A No-Nonsense Guide to Becoming the Best in a World of Compromise.  This episode is filled with wisdom that will challenge you to rise above management to true leadership.To ask Jonathan a question or to connect with the Candid community, visit https://LTW.org/CandidFacebook: https://www.facebook.com/candidpodInstagram: https://www.instagram.com/candidpodTwitter: https://twitter.com/thecandidpod

He grew up in a small village in Germany at the start of WWII. When he was 11 years old, he knew he wanted to go into the hotel business, even though there wasn't a single hotel in his village. He went on to become the co-founder of one of the greatest luxury hotel companies in the world. In this episode, Richard talks leadership with Horst Schulze, the founder, chairman, and CEO of the Capella Hotel Group and the co-founder and COO of the Ritz-Carlton Hotel Company. DONATE: If you have enjoyed this podcast and want to support what we do, click here. RESOURCES MENTIONED IN THIS EPISODE: “Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise” by Horst Schulze. Buy it here. CONNECT: Follow Richard on Twitter. Follow Richard on Facebook. Read Richard's latest blog posts at www.richardblackaby.com. Send questions to podcast@blackaby.org.

While you will have heard of the Ritz Carlton hotel group, you may not necessarily know who founded it - meet Horst Schulze, the man, the myth, the legend. Horst is legendary for creating the infamous operating and service standards for which the Ritz Carlton Hotel Company are renowned. “I talked to an institution recently and I said, ‘Don't you want to be the very best in the country?' He said, ‘well that would be arrogant'. In other words, you don't intend for your investors, for your employees to be the very best?”Horst has been in the hotel business since he was 14 years old, cutting his teeth as a server's assistant in a German resort town. He ‘worked to work' before realising one day that he'd been approaching work wrong. An inspirational maître d'hôtel had taught him early on to ‘work to create excellence', and he hadn't been doing that. “I didn't go to work to create excellence, which you taught me. I apologise, it will never happen again. And what a silly thing to waste your time to just fulfil a function, like a chair.”That was the turning point for him. From there his career accelerated and exploded.After leaving The Ritz Carlton Hotel Company, Horst went on to found Capella Hotel Group. Again, you may not know who they are, but you'll remember when President Donald Trump met with North Korea's Supreme Leader, Kim Jong-un - that meeting took place in the Capella Hotel in Singapore. “Excellence is never an accident. It's always the result of high intentions. Vision and high intention and hard work. Yeah, that is culture. High intention, hard work.”This is a truly insightful and entertaining conversation, we hope you enjoy it. On today's podcast:Building a culture of excellenceTipping in hotelsThe difference between a manager and a leaderHow to build the best organisationRepeat teaching valuesThe three types of customersEmpowering employeesLinks:Horst Schulze - Excellence WinsThe Ritz CarltonCapella Hotels and Resorts

Horst Schulze is a founding member of The Ritz Carlton and The Capella Hotel Group, and author of the bestselling book Excellence Wins. Join us for a deep dive into how important it is to stick to your vision and core values as a leader. In hard times your tactics and strategies might need to change, but your vision and values should be the compass constant that guides you.

"Excellence is a decision. It is always the result of high intentions, sincere effort and intelligent execution." - Horst Schulze   On this episode of The Positive University Podcast, bestselling author Jon Gordon talks with Horst Schulze.   Horst went from working at a hotel at age 14 to cofounding The Ritz Carlton Hotel Company and then founding Capella Hotel Group.    Horst is a legendary leader and global titan of business.  His visionary and disruptive principles have reshaped the concepts of excellence, service, and competitive advantage, transcending divisions of industry across the world.   As you hear him talk, you’ll understand why. His commitment to excellence and service to both his customers and employees is phenomenal and a standard that we can all apply.    Horst talks about the difference between management and leadership, how to create excellence in all we do, how to align your team around your vision, and so much more.    As you listen, share your greatest takeaways with us. Post on social and tag @jongordon11 - We'd love to hear.    And as always, if you enjoy this episode, subscribe to the podcast in iTunes or whenever you listen. It's free and we release new episodes each week.    Connect with Horst Schulze at https://horstschulze.com/ Order Horst's book "Excellence Wins."   BECOME A GREAT LEADER   If you want to become a great leader who creates positive results, join us for our Power of Positive Leadership ONLINE Training! It’s coming up on May 13th and 14th. It’s a two-day session from 1-4:30pm each day to help you lead through change, build united and connected teams and multiply your impact! Go to popltraining.com to sign up. 

I’m so pleased to share this conversation that I had with Horst Schulze, Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. and author of Excellence Wins. Horst and I discuss the steps leaders can take during this pandemic to help ensure that their businesses survive. We also explore the ways these actions can spread optimism and hope throughout their organization while retaining employees and showcasing humanity. This is a great conversation with some extremely timely advice you can use to help you navigate as a leader who moves with purpose.

Top Takeaways: -      Everything you learn comes from others. Everyone has an obligation to share what they learn so that more people may benefit. Pass on what you have learned. -      No matter what the outcome of your business is, it all starts with your employees doing the job they’re supposed to do. -      In order for your business to succeed, you must first understand your market—your customers. You must know what they want and need before you can begin to meet their expectations. -      Employees must also have an understanding of the customers they serve. Management must create the system and processes that allow employees to deliver to customers. -      It is the role of leadership to create an environment within the organization in which all employees want to give customers what they want, rather than an environment where employees feel forced to do it. -      Customers should be the number one focus of your business—customers are your bottom line. They are the ones who create revenue for your business. Deliver to them a great product and great service, and you will see income. -      To deliver exceptional service, you must start with a great team. Be selective in your hiring process and treat your employees well. The perfect hire is worth the wait. -      Customers want three things from a product: they want it to be defect-free, they want it to be timely (when they want it) and above all, they want the people who give it to them to be nice to them. Delivering these three things consistently is what creates customer loyalty. -      The biggest driver of customer satisfaction and loyalty is just being nice. Being nice to your customer doesn’t cost anything. Quote: “The employee who wants to take care of the customer will do a better job than the employee who has to do it. Leaders must create this feeling among their employees.” About: Horst Schulze is one of the founding members of The Ritz-Carlton Hotel Company and served as its President and COO. He later founded The Capella Hotel Group. Today, he serves on various boards, speaks and acts as a consultant across industries. Learn more about your ad choices. Visit megaphone.fm/adchoices

Horst Schulze is the creative force behind The Ritz-Carlton hotel chain we know today. As President and COO, Horst grew The Ritz-Carlton hotel chain to approx. 50 hotels by his retirement in 2000. But Horst wasn’t finished, he says for fun he started an ultra-luxury hotel chain called Capella Hotel Group. Capella is also known as the hotel where President Trump and North Korean Leader Kim Jong Un shook hands for the first time at their 2018 historic summit. While Horst is widely known as the legendary luxury hotelier and for his contributions of excellence to the hotel industry – there is so much more to who he is. In Part 2 of this special episode on Horst Schulze, we find out how he became a founding member of building The Ritz-Carlton brand we know today. We also hear what it was like when Marriott bought a stake in the company, and what Horst did after he retired.  More interestingly, we find out what happened when he was diagnosed with a rare form of cancer – primary leiomyosarcoma of the colon – and how that bought perspective to his faith, work and life in 1992. Since then, Horst has continued to pursue work with excellence, but he does so with gratitude and eternity in mind.   Special thanks for this episode: Horst Schulze, Kathy Wiggins, Alexis Schulze, Arnold Chang, Patricia Robson ——– Like what you’ve heard? Get Horst Schulze’s “Excellence Wins” on digital or print: https://amzn.to/37UWG11 ——– Support Faith Collides podcast with a review —>  http://bit.ly/FaithC0llid3s Faith Collides podcast is hosted by Grace Huang from Lux Mundi.  More information: www.lxmundi.com --- Support this podcast: https://anchor.fm/faithcollides/support

Horst Schulze is the creative force behind The Ritz-Carlton hotel chain we know today. As President and COO, Horst grew The Ritz-Carlton hotel chain to approx. 50 hotels by his retirement in 2000. And shortly after, Horst founded an ultra-luxury hotel chain called Capella Hotel Group. Capella is also known as the hotel where President Trump and North Korean Leader Kim Jong Un shook hands for the first time at their 2018 historic summit. While Horst is widely known as the legendary luxury hotelier and for his contributions of excellence to the hotel industry – there is so much more to who he is. One way to get to know Horst is to listen to his incredible career story that involves faith, hard work and business sense. This first episode of a two-part special on Horst Schulze covers the stories and work highlights that he navigated through in the early part of his career. On Faith Collides, Horst shares some interesting highlights: Born in Germany when World War II started, Horst grew up in a small village yet knew he wanted to work at a hotel at 11 years old. At 14 years old, Horst was trained by the head waiter, the maître d', who taught and modeled excellence in whatever work he did, even as a bus boy. At 16 years old, Horst was inspired to write an essay at the trade school on defining himself at work. At 19 years old, Horst visited America for the first time. He worked as a waiter for the Holland America cruise ship. And visited the Waldorf Astoria in Manhattan to check off a top destination from his bucket list. In his early twenties, Horst moved from job to job in order to gain experience in the hospitality industry. He worked in the finest hotels in Europe such as The Savoy in London and the Bellevue Palace in Switzerland. At 25 years old and with $40 in his pocket, Horst took a one-way cruise to America to work at a new hotel in Texas. He quit after a few days and moved to work at a French restaurant in San Francisco. By 27 years old, Horst did not receive a highly coveted promotion to be room service waiter. From his late twenties to early thirties, Horst used vacation dates to enroll in hotel management courses at Cornell University for seven consecutive summers. In his mid-30s, Horst turned down an offer to be General Manager at Hyatt Hotels Corporation because he believed he needed one year of work experience in rooms management. In his late 30s, Horst was the General Manager for the most challenging Hyatt (former Howard Johnson hotel) in Pittsburg. It was also when he met his wife Sheri, who would impact him to apply faith into his life at work. At 45 years old, Horst became a founding member of The Ritz-Carlton Hotels.   This episode is packed with how Horst navigated through the early part of his career. We hope it will encourage you to remember how the path to achieving career success took a lot of hard word for even the most celebrated industry leaders and outspoken Christians like Horst Schulze. -------- Like what you've heard? Get Horst Schulze's "Excellence Wins" on digital or print: https://amzn.to/37UWG11 Special thanks for this episode: Horst Schulze, Kathy Wiggins, Patricia Robson, Jaime Roque   -------- Support Faith Collides podcast with a review --->  http://bit.ly/FaithC0llid3s Faith Collides podcast is hosted by Grace Huang from Lux Mundi.  More information: www.lxmundi.com --- Support this podcast: https://anchor.fm/faithcollides/support

Horst Schulze, cofounder of The Ritz-Carlton Hotel Company, started out cleaning ashtrays as a busboy before working his way up through some of the world's best hotels and becoming COO of Ritz-Carlton and later CEO of Capella Hotel Group. He shares the principles of stellar customer service to which he credits his success — and explains how they apply to every business. Schulze is the author of the book "Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.”

Welcome to the What's Next! podcast with Tiffani Bova.  This week I have the wonderful pleasure of speaking with Horst Schulze. Horst is a legend and leader in the hotel world and his teachings and vision have reshaped the concepts of service and hospitality across industries. His professional life began over 65 years ago as a server's assistant in a German resort town. He’s worked for both Hilton Hotels and the Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. During his tenure at The Ritz Carlton, he served as President and COO and under his leadership The Ritz Carlton Hotel Company was awarded the prestigious Malcolm Baldrige National Quality Award-twice-making it the first and only hotel company to ever win even one! In 1991, Horst was recognized as "corporate hotelier of the world" by HOTELS Magazine, and in 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. After leaving The Ritz Carlton Hotel Company, Horst went on to found The Capella Hotel Group, a luxury hotel company managing some of the most elite properties worldwide. Today, Horst serves on various boards and acts as a consultant across industries. He is currently completing his seminal book on creating excellence. I am absolutely thrilled to be speaking with Horst Schulze on the What’s Next! Podcast.    THIS EPISODE IS PERFECT FOR… anyone looking to be inspired and motivated to generate excellence and work with purpose!  TODAY’S MAIN MESSAGE… It is imperative to be driven by purpose. When you are focused on your purpose and providing the best service or product, when you are employee first and customer-centric, and when you strive for excellence above all else, the financial reward will follow.   WHAT  I  LOVE  MOST… Horst’s message: excellence wins! I also love his attention to making sure his employees also feel and are driven by purpose.     Running time: 34:05     Subscribe on iTunes     Find Tiffani on social: Facebook Twitter LinkedIn   Horst’s Book:  Excellence Wins! 

Horst Schulze is Founder and Chairman Emeritus of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Company, and author of EXCELLENCE WINS: A No-Nonsense Guide to Becoming the Best in a World of Compromise. From age 14, his visionary and disruptive principles have reshaped the concepts of excellence, service, and competitive advantage, transcending hospitality and across industries.   ~~~~~ ~~~~~  The Leadership Podcast is proud to announce a new initiative with thoughtLEADERS to provide very short podcasts called “chalk talks.” They’re “bitesize” hacks on common (but challenging) leadership issues.    You can only access the Chalk Talks by subscribing to our mailing list at The Leadership Podcast.    In addition, listen in to learn how 10 of you can apply to be selected to participate in the March 2020 Self-Reliant Leadership Crucible and Podcast Guest Reunion in Austin, Texas! It’s an exclusive event only for past Crucible participants and Podcast Guests, so this is a very unique opportunity.   If you want to be one of the ten lucky listeners who will get to attend this event… click on the link below to send in your submission.  We will make our selection on Veterans Day (11/11/19) so get your submission in by November 8th, 2019.   http://bit.ly/Lucky10Contest   The only other way to participate is through corporate sponsorship. If that’s of interest, please send a note to info@selfreliantleadership.com.  ~~~~~ ~~~~~ Key Takeaways  [2:51] Horst left home at the age of 14 to go work in a hotel, as he had a passion for the industry at a young age. He lived inside the hotel, and a Maitre d showed him what it meant to set a standard of excellence and respect no matter the job title or status.  [6:05] Horst wrote an essay in school based on the ethos that the hotel is made up of “ladies and gentlemen that serve ladies and gentlemen”. This reflected his idea that every individual in an organization is worthy of respect and the chance to contribute to the larger version of excellence.  [9:33] At the Ritz Carlton, Horst and his team believed in empowering all workers to make decisions that would serve the purpose of keeping the customer at all costs. They could even spend up to $2,000 to do so, and Horst found this initial cost at the start saved money and loyal customers over time.  [14:27] Great leaders measure excellence and adapt around their findings. Horst consistently examined the Ritz Carlton with employee and guest satisfaction rates to see what was working, and what they could do better.  [16:51] When we create processes under one objective and make sure everyone involved understands, it creates actions that are aligned with the purpose.  [20:06] The little things that show people you care go a long way. At the Ritz Carlton, Horst made sure his employees were properly selected and trained, and showed guests they were focused on making their experience one of a kind.  [25:56] Vision is so important, and people will be more on board when they are part of the dream and find purpose when they are part of the objective.  [28:44] There is a difference in keeping with tradition and being stubborn with non negotiables. Horst puts decisions under the lens of it being good for all concerned. If it is under the umbrella of serving everyone, then it there is no compromise. However, if it doesn’t serve everyone, then be willing to adapt.  [28:44] Great leaders question everything.   [38:35] Give employees purpose, don’t just think of them as a way to perform a function.  [39:02] Millenials have been asking what’s in it for them, younger generations may have just been too afraid to ask.    Quotable Quotes  “In life no matter what you do, you define yourself by how you do it.”  “It’s not society that defines you. You define yourself.”  “The vision creates the passion.”  “Purpose is the directive of what you do, and how you do it.”  “Once you figure out what’s good for everybody, it’s the moral thing to do.”    Ritz Carlton Capella Hotels    Website | Excellence Wins 

In EXCELLENCE WINS: A No-Nonsense Guide to Becoming the Best in a World of Compromise (Zondervan/HarperCollins, 3/5/19), Horst Schulze explains how the act of caring is the key to exceptional customer service – and success – in any industry today. A dedicated advocate for customer service excellence, Schulze has elevated the customer experience across a six-decade career in luxury hospitality by truly caring, a passion demonstrated to his guests, teams and colleagues alike. He believes customer care is the most undervalued (and overlooked) elements in business today. Schulze spearheaded Ritz-Carlton’s unprecedented multi-billion dollar growth, setting the elite global brand’s winning vision and people-focused standards from its inception. The universal truth that guided his successful career is the practical belief in caring for people above profits. It was Schulze who established 24 Service Standards for all employees, empowering anyone on his staff to spend up to $2000 to solve any guest problem or issue. He now urges leaders of every age, career stage, and industry not to settle for secondary goals like meeting a budget or even safeguarding jobs, so as not to miss the most important work. This disruptive principle, he argues, can take service and leadership to the highest level. The power of caring for others is the key driver of success.In an interview, Schulze can discuss how his model of leadership merged with service at the highest level. His disruptive leadership model and passionate, personalized, “no excuses” approach has included short 10-minute “stand-up” meetings to start each shift, and the rollout of 24 principles printed for each employee to espouse – both on-duty and off-the-job. Stressing the importance of language, Schulze has urged employees to respond to customers’ routine thanks not simply with “you’re welcome” or “no problem” but with “my pleasure.” Customer service is in the details, and the smallest touches never go unnoticed. These principles helped reshape today’s concept of service, and now transcending hospitality, they’re applied in every industry seeking competitive advantage. Detailing his life-long admiration of caring and respectful service, Excellence Wins reveals the power of caring for others to determine our success. How we care for people is paramount: “Service always implies caring,” Schulze remarks. “If we settle for lesser goals—meeting the budget, for example, or safeguarding our jobs in a tough economy—we will miss the most important work.” It is excellence in service that secures our future, Schulze contends. Horst Schulze is Founder and Chairman Emeritus of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. His visionary and disruptive principles have reshaped excellence, service, and competitive advantage, transcending divisions of industry across the business landscape. Schulze left Ritz Carlson in 2002 and founded The Capella Hotel Group, an ultra-luxury hotel brand with hotels in Europe and Asia. Schulze crafted the company’s iconic mission statement -- “Ladies and Gentlemen serving Ladies and Gentlemen” -- which reflects the value of respect for one’s team, instilling a respect for others (our customers, clients and guests). A dynamic keynote speaker, Schulze is a frequent consultant for global businesses and organizations. He and his wife, Sheri, live in Atlanta, Georgia.For more information:https://horstschulzeconsulting.com/http://www.ritzcarlton.com/

Ep # 140 - My guest today is Horst Schulze, the chairman and CEO of Capella Hotel Group which is a legend and leader in the service world. Horst was the founding president of the Ritz Carlton and his impact on the hotel industry has been massive. Through his vision, Horst helped to reshape concepts of customer service that have now been adopted widespread throughout the hospitality and service industries. Back in 1991, Horst was recognized as "corporate hotelier of the world" by HOTELS magazine. A few years later, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. These contributions led Johnson & Wales University to bestow him with an honorary Doctor of Business Administration Degree in Hospitality Management. Horst served as vice chairman of The Ritz-Carlton Hotel Company from 2001-2002, after serving as president and COO of The Ritz-Carlton Group since 1988. Under his leadership, the Group was awarded the Malcolm Baldrige National Quality Award twice which they received in the years 1992 and 1999. The Ritz-Carlton Hotel Company became the first and only hotel company to win one of these awards. Under his leadership, Ritz-Carlton was continuously voted “best hotel company in the world” by meeting and other trade publications. Upon joining Ritz-Carlton as a charter member and VP of Operations in 1983, Horst created the operating and service standards that have become world famous. He was appointed EVP in 1987 and president and COO in 1988. When he left Ritz-Carlton to form the Capella Hotel Group, Horst was responsible for the $2 billion Ritz-Carlton operations worldwide. Prior to his long tenure with Ritz-Carlton, Horst spent nine years with Hyatt Hotels Corporation. There, he served as a hotel general manager, a regional VP, and a corporate VP. Before Hyatt, he also had worked for Hilton Hotels. Horst serves on the boards of Reliance Trust Company, Cancer Treatment Centers of America, The Travel Institute, Georgia Family Council and The InfiLaw System. He has a wealth of knowledge on the hotel and service industries as well as unique insights into achieving business excellence. In fact, the title of his book is called "Excellence Wins." It is truly an honor to have him on the show and I think you will absolutely love this interview. Enjoy! Learn How to Contact Horst Schulze and Get His Book Online: To contact Horst Schulze to ask him questions, book him to speak, or any other reason, text the word HORST to the phone number 797979. Horst does not use social media so this is the best method to get in contact with him directly. Get Horst Schulze's Book, "Excellence Wins" along with access to his MasterClass after purchase. Grab your copy at: http://www.excellencewins.com/ In the MasterClass, you will receive five in-depth videos along with workshop notes that teach the ins and outs of achieving excellence in business. From this course, you will learn the true value of customer service and you will be able to empower your employees to serve others with extreme confidence and care.   Whether you are new to The Driven Entrepreneur Podcast or are a fan, please don't forget to rate, review and subscribe to the show. Your support and your reviews help this show to attract prolific guests and to provide the best listening experience possible. Also, I love to hear from the fans and listeners. Please share your feedback, guest suggestions, or ideas for show topics with me on social media. Follow Matt Brauning on Social Media Facebook: https://www.facebook.com/mattbrauning Instagram: https://www.instagram.com/mattbrauning/ Twitter: https://twitter.com/mattbrauning Visit Matt Brauning's Websites: www.mattbrauningpodcast.com www.fireboxbook.com Get a copy of my brand new book, "The Firebox Principle," on Amazon: https://www.amazon.com/Firebox-Principle-Drives-Every-Entrepreneur-ebook/dp/B07FDKK9QW

PODCAST (You may hear phantom noise on this episode. There was a very high powered radio station in the building where we were recording. Not the best day for an audio engineer! But, we thought this content was too good not to share!) To listen on iTunes  To listen on Stitcher  To listen on Spotify  SHOW NOTES My mom’s bad cup of coffee  https://www.homedepot.com Excellence Wins by Horst Schulze  Ritz Carlton Hotels  Capella Hotel Group  Marriage advice: “I made a decision, this time I’m going to be in love and I’m going to enjoy it.” “I put myself in the position of being in love.” “I analyze my decisions – is it good for everyone?”

Horst revolutionized the hotel industry, creating one of the most recognizable international brands – the Ritz Carlton Hotel Company – forever altering the very nature of customer service. Currently chairman emeritus of Capella Hotel Group, Horst has also released a new book, Excellence Wins. On this episode of Framework Leadership podcast, he talks about the relentless pursuit of excellence through service to others.    To connect with Kent Ingle: www.kentingle.com Twitter: @kentingle Facebook: https://www.facebook.com/kent.ingle/

Horst revolutionized the hotel industry, creating one of the most recognizable international brands – the Ritz Carlton Hotel Company – forever altering the very nature of customer service. Currently chairman emeritus of Capella Hotel Group, Horst has also released a new book, Excellence Wins. On this episode of Framework Leadership podcast, he talks about the relentless pursuit of excellence through service to others.    To connect with Kent Ingle: www.kentingle.com Twitter: @kentingle Facebook: https://www.facebook.com/kent.ingle/

Schulze spearheaded Ritz-Carlton’s unprecedented multi-billion dollar growth, setting the elite global brand’s winning vision and people-focused standards from its inception. The universal truth that guided his successful career is the practical belief in caring for people above profits. It was Schulze who established 24 Service Standards for all employees, empowering anyone on his staff to spend up to $2000 to solve any guest problem or issue. He now urges leaders of every age, career stage, and industry not to settle for secondary goals like meeting a budget or even safeguarding jobs, so as not to miss the most important work. This disruptive principle, he argues, can take service and leadership to the highest level. The power of caring for others is the key driver of success.In an interview, Schulze can discuss how his model of leadership merged with service at the highest level. His disruptive leadership model and passionate, personalized, “no excuses” approach has included short 10-minute “stand-up” meetings to start each shift, and the rollout of 24 principles printed for each employee to espouse – both on-duty and off-the-job. Stressing the importance of language, Schulze has urged employees to respond to customers’ routine thanks not simply with “you’re welcome” or “no problem” but with “my pleasure.” Customer service is in the details, and the smallest touches never go unnoticed. These principles helped reshape today’s concept of service, and now transcending hospitality, they’re applied in every industry seeking competitive advantage. Detailing his life-long admiration of caring and respectful service, Excellence Wins reveals the power of caring for others to determine our success. How we care for people is paramount: “Service always implies caring,” Schulze remarks. “If we settle for lesser goals—meeting the budget, for example, or safeguarding our jobs in a tough economy—we will miss the most important work.” It is excellence in service that secures our future, Schulze contends. Horst Schulze is Founder and Chairman Emeritus of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. His visionary and disruptive principles have reshaped excellence, service, and competitive advantage, transcending divisions of industry across the business landscape. Schulze left Ritz Carlson in 2002 and founded The Capella Hotel Group, an ultra-luxury hotel brand with hotels in Europe and Asia. Schulze crafted the company’s iconic mission statement -- “Ladies and Gentlemen serving Ladies and Gentlemen” -- which reflects the value of respect for one’s team, instilling a respect for others (our customers, clients and guests). A dynamic keynote speaker, Schulze is a frequent consultant for global businesses and organizations. He and his wife, Sheri, live in Atlanta, Georgia.For more information:https://horstschulzeconsulting.com/http://www.ritzcarlton.com/

Horst Schulze is the Co-Founder and former President of the Ritz-Carlton and author of the new book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise. Even though he is technically retired, he is staying extremely busy. Horst is currently the Chairman Emeritus of Capella Hotel Group, he is on five boards, and he does some consulting work. Horst actually started in the hotel industry when he was 14 years old as a busboy. From there he worked his way up--waiter, kitchen staff, club manager, catering manager up to regional VP for 10 Hyatt hotels and then manager of food and beverage operations for all Hyatt hotels before ultimately receiving the call to help start a new hotel brand. When asked what career he would have had if he wasn’t in the hotel industry Horst said, “The hotel business. Again, and again, and again. I don't want to do anything else. That's what I love.” A lot has changed in the hotel industry, and work in general, in the past several decades. One thing Horst has noticed in the hotel industry is how luxury has changed. It used to be that when you thought about a luxury hotel you would be looking for marble, chandeliers, expensive artwork, etc...But now luxury is about a personalized and individualized experience. Luxury looks different to everyone and being able to customize the clients stay is what it’s all about. When it comes to work Horst says there have been changes over the past few decades, but there are some areas that still have a long way to go. One of these areas that needs work is creating a purpose for employees and helping them feel like they are an important part of the organization. This is part of what Horst believes is our leadership crisis. “We still hire people to fulfill certain functions. But you know, the chair in which we're sitting is fulfilling a function. We have to become more aware that we actually hire human beings that want to be part of something. Not just fulfill a function like the chair, which we're sitting on. Once that understanding becomes deeper, we will adopt and create our systems around it.” It used to be that the role of a manager was to hire people and then control them. Employees were just supposed to show up, listen to commands, and do what they are told--they weren’t supposed to think, speak up, or question anything. There are still organizations today who operate like that, but thankfully we are moving away from that model. Employees today want to be a part of the decision making, they want to feel like they belong, they want a purpose and meaning behind what they do. “What employee will do a better job? The one that must do the job, and is controlled to do it, or the one that wants to do the job? The answer should be quite easy. So in other words, I have to create an environment in which employees want to do the job, and that is leadership.” What you will learn in this episode: How Horst went from a 14 year old busboy to the Co-Founder and President of the Ritz-Carlton What has changed in the hotel industry over the past few decades How hiring has changed and whether or not it is better now How to keep your employees connected to the mission of the company What Horst believes is our current leadership crisis and how we can fix it Link from the episode: Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise  

"Don't look at yourself, look at your customer. Be sure you have your customer in mind when you create something. Be sure it's customer-focused, not self-focused," says Horst Schulze, who is the Founder, Chairman & CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Horst definitely knows a thing or two about creating excellent customer service and has some great insights to share with us—many more of which can be found in his latest book, Excellence Wins. Horst shares the wisdom that transcends hotel management and can be employed by CX practitioners in any establishment where customers are being served.

Shep Hyken interviews Horst Schulze, the cofounder and COO of Ritz-Carlton Hotel Company. They discuss Schulze’s new book, Excellence Wins, and how he succeeded in creating one of the best hotel companies in the world by developing and sustaining a culture of excellence.  In Shep’s Opening Monologue... He discusses the importance of creating a customer-focused company culture and how to go about it. The Interview with Horst Schulze:Schulze shares the story behind the famous The Ritz-Carlton Credo, which is “We are ladies and gentleman serving ladies and gentlemen.”There are three things customers want regardless of industry that form the foundation of every customer interaction. Schulze calls these the Three Universals, and they are a flawless product, timeliness, and kindness.The most important of the Three Universals is kindness. Customers may forgive you for minor flaws in the product if you are nice to them. However, they will not forgive you if you are unkind, even if the product is flawless.The next step is to individualize and personalize the Three Universals to each and every customer. Bringing this human connection into the customer experience is what creates above average and excellent customer service and ensures customer loyalty.If you take pride in what you do and always strive for excellence, you will not only create excellence, but earn the respect of your colleagues and your customers.It’s crucial to get every employee into alignment on the standards and mission of your company. This begins with the initial onboarding process and continues every single work day; training must always continue to ensure alignment and company prosperity.You should not simply “hire” employees; you should instead select individuals who you are a good fit for your culture and the specific role within the larger organization. Selecting the best possible people for each position will ensure success for your company.Everything you do in life is a decision. Actively decide to be excellent and pursue it relentlessly.Quote:  “Everything you do in life is a decision. Decide to be excellent.” - Horst Schulze About: Horst Schulze is the founder, chairman, and CEO of the Capella Hotel Group and co-founder and former COO of the Ritz-Carlton Hotel Company. He is also a highly sought after keynote speaker and renowned business leader. Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Horst Schulze is Founder, Chairman and CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Schulze is a legendary leader and global titan of business and the author of Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise (Zondervan/HarperCollins). His visionary and disruptive principles have reshaped the concepts of excellence, service, and competitive advantage, transcending divisions of industry across the business landscape. In 2002, Schulze founded a second company, The Capella Hotel Group, raising the bar set at the Ritz-Carlton even higher to pioneer the first “ultraluxury” guest experience. Schulze is a highly sought after keynote speaker for numerous global businesses and organizations. He and his wife, Sheri, live in Atlanta, Georgia. In This Episode, Horst reveals … The history of Ritz Carlton, from the first hotel built in the late nineteenth century, to the formation of The Ritz-Carlton Hotel Company, LLC in 1983. The powerful vision behind the iconic phrase “Ladies and Gentlemen serving ladies and gentlemen”, a phrase Horst penned in an essay he wrote as a teenager. The grander view customer service, whose role it is, and why it determines success. His new book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.

Horst Schulze is Founder, Chairman and CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Schulze is a legendary leader and global titan of business and the author of Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise (Zondervan/HarperCollins). His visionary and disruptive read more

Horst Schulze is Founder, Chairman and CEO of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Schulze is a legendary leader and global titan of business and the author of Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise (Zondervan/HarperCollins). His visionary and disruptive read more The post 200 | Excellence Wins with Horst Schulze first appeared on Long Live Lodging.

In this episode of the GLS Podcast, Horst Schulze, CEO of Capella Hotel Group and former COO of The Ritz-Carlton, shares insights from his long career in customer service.  At its very core, the best customer service is delivered when a business genuinely cares about its people. To build a culture that values great service, leaders must hire, orient and sustain the value of service on an ongoing basis.

On today’s podcast, Andy talks with Horst Schulze, chairman and CEO of Capella Hotel Group, about what it means to create world-class service.

On this month’s podcast, Andy talks with Horst Schulze, chairman and CEO of Capella Hotel Group, about what it means to create world-class service.

Horst Schulze, CEO of Capella Hotel Group and one of the founders of Ritz-Carlton, reflects on what it takes to set a high bar for service (7:34), engage employees (16:02) and earn customers' enduring loyalty (38:31).