Jul 12 2019 51 mins 5
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.
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