The phrase “ladies and gentlemen serving ladies and gentlemen” came from a paper 16-year-old Horst Schulze wrote while attending hotel school in Germany. Schulze earned an “A” on the paper, and it became the unforgettable motto of The Ritz-Carlton Hotel Company, where he served as President and COO responsible for the $2 billion operations worldwide.
Under Schulze’s leadership, The Ritz-Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice. After leaving Ritz-Carlton, he went on to found The Capella Hotel Group, a luxury hotel company that manages some of the most elite properties worldwide, and gave Schulze the opportunity to further define the luxury hotel industry.
In this podcast, the first of a two-part series, listeners will learn how Schulze’s disciplined, Old World upbringing fostered a fresh and cutting-edge approach to business leadership—one that has powerfully influenced top leaders far beyond the hospitality industry.
Join us for an unforgettable conversation on the power of dedication, teamwork, and self-respect to create a business culture that manages both to empower your team and accept nothing less than excellence.
Part One
Part Two
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