What's Changed in Hospitality Since The Ritz-Carlton Was Founded

What's Changed in Hospitality Since The Ritz-Carlton Was Founded - Horst Schulze

Show Notes
Guest Profile

This is part of our series with Horst Schulze - listen to our other episodes here.

In this episode, Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares his insights on the changing face of luxury, the critical importance of individualization, and why the art of welcoming guests is more crucial than ever in our world today.

Listeners will learn:

How luxury has changed (01:05)
How guest expectations have changed (02:32)
What constitutes a good welcome (03:34)
The true meaning of hospitality (04:45)

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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands

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 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 on various boards and acts as a consultant across industries. He recently completed his seminal book on creating excellence.