Ritz-Carlton Founder: The Story Behind "Ladies and Gentlemen serving Ladies and Gentlemen" (And Its Power Today) - Horst Schulze
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, shares the story behind the iconic phrase "Ladies and Gentlemen Serving Ladies and Gentlemen" and how it can transform your approach to hiring, training, and creating a purposeful work environment.
Listeners will learn:
- How Horst developed the concept of "Ladies and Gentlemen serving Ladies and Gentlemen" at just 16 years old (01:00)
- Why the phrase resonates so deeply in the hospitality industry and the importance of respecting and honoring people (02:58)
- The significance of defining oneself as a professional in the profession of service, rather than a servant (04:36)
- The importance of selecting the right people and treating them as human beings with feelings and thoughts, inviting them to join a common purpose (06:39)
- The difference between a mission statement and a true purpose, and why organizations should focus on the latter (08:04)
New to Hospitality Daily? Start here.
Want to get my summary and actionable insights from each episode delivered to your inbox each day? Subscribe here for free.
Follow Hospitality Daily and join the conversation on YouTube, LinkedIn, and Instagram.
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.
Listen On
Most Popular Episodes
Check these out:
