I’ve featured them in my books and speeches. It was leadership's fault, because the employees had it in their heart, and we were unable to keep it in their heart.". Horst Schulze, who founded Capella Hotel Group in 2002, has sold the company to Singapore’s Kwee family, with whom he has had a relationship with since his Ritz-Carlton days and created a 2006 joint venture to expand the group in Asia through Capella Hotel Group Asia. “Industry luminaries regard Horst Schulze as the leading hotelier in the world, but his influence extends far beyond the hospitality business.” There are so many great lessons in this book. Right? Schulze went on to work for Hilton and Hyatt before becoming one of the founding members of the Ritz-Carlton Company in 1983 and serving as president and chief operating officer of the company’s worldwide operations. During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. "No, the focus should be on how to get occupancy at the rate you want. Under no circumstances will Faith Driven Movements (or their respective trustees, directors, officers, employees, or agents) be liable for the accuracy, quality or reliability of any of the presentations or Materials, any defamatory, offensive, or illegal conduct of presenters, or any direct, indirect, incidental, special or consequential damages arising from any presentations or Materials. And that first day is a key day, when people are attentive, people actually listen to what you have to say, and that day we didn’t turn the employee over to learn their function. We explained to them who we are. To some people, that world of that kind of a hotel almost seems like another time, and maybe old fashioned. And not have to do the job. He shares the principles of stellar customer service to which he credits his success — and explains how they apply to every business. A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries. By the end of the month, they have cycled through the 24 standards. So when I received an advance copy of Horst Schulze’s new book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, I was truly excited not only to read it, but to share some of the lessons with the world. Horst Schulze wrote a book about the battle between excellence and mediocrity. Once I knew that, I had to empower and teach every employee how to handle that. You, I know you like to check out by three o’clock, so I extend, automatically extend your checkout time to three o’clock. And that has to be expressed with words, and it doesn’t cost a penny. Horst Schultze shares a brief but meaningful story on customer service. Under his leadership, the Group was awarded the Malcolm Baldrige National Quality Award in both 1992 and 1999—the first and only hotel company to win even one such award. Copyright © 2020 Harvard Business School Publishing. Why do it to yourself, to just go to work like a chair works? As a young apprentice at a hotel in Switzerland, he made an observation that shaped his management style: The hotel's maitre d', though in a service position, had a presence that filled the restaurant. Schulze recently wrote the book Excellence Wins: A No-nonsense Guide to Becoming the Best in a World of Compromise. I wanted them to join us in our dreams. CURT NICKISCH: And what’s an example of that? CURT NICKISCH: That’s Horst Schutze, cofounder of the Ritz-Carlton Hotel Company and author of the book, Excellence Wins, A No-nonsense Guide to Becoming the Best in A World of Compromise. In 1995, he was awarded the Ishikawa Medal … EY & Citi On The Importance Of Resilience And Innovation, Impact 50: Investors Seeking Profit — And Pushing For Change, Michigan Economic Development Corporation BrandVoice, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise. Or you go into a Red Roof Inn, and it doesn’t matter. Join us. You may opt-out by. Frankly, that went over my head at the time, washing dishes and cleaning ashtrays. I had also learned that a customer wants to, if they give a complaint, they want an immediate reaction. Need To Lead advisors are available to help implement the tools and concepts in your own work. By visiting the site you agree to comply with the Terms of Use, Privacy Policy and Code of Conduct. CURT NICKISCH: Last question. Had he, I asked, thought about starting something like the Ritz-Carlton Yacht Collection when he ran the company? CURT NICKISCH: It’s so interesting to hear about the seeds of your culture for customer service. After leaving The Ritz Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. When I formed the company, we said we will be the leader in the service business. It’s simply leadership. Today’s guest is one that needs no introduction, and we’re so excited we got to have a conversation with him and that we get to share it with you. Thus were the seeds planted for the Ritz-Carlton credo, "Ladies and gentlemen serving ladies and gentlemen." Some workers, they don’t have the communication skills. I want to, I like chocolate cookies. 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