Don't think I didn't hear that many times! Lessons include: Greeting; Follow Service Process; Customize; Memorable; Escort Guest; Eradicate Defects; Immaculately Clean; and Safety and Security. It was many pieces of creating a culture where people felt they had a little elbow room, where they could make some decisions. Rob Markey: Wait, wait, wait. You can also learn more from Horst by listening to our conversation on iTunes, Stitcher, or your podcast provider of choice. And visited the Waldorf Astoria in Manhattan to check off a top destination from his bucket list. This first episode of a two-part special on Horst Schulze covers the stories and work highlights that he navigated through in the early part of his career. Even though we didn't pay more! What do you want?”, Rob Markey: So, you basically said, “Look, I'm not going to quantify this.”. But we created a sense of belonging. Your employees basically achieved an average tenure of about five years, while most employees of hotels are there for about one on average . ladies and gentlemen serving ladies and gentlemen. Our accomplishments and meaningful contributions have a positive impact on society.” Horst wrote that statement before he had a single hotel. At 14 years old, Horst was trained by the head waiter, the. Horst tells the story of one employee at a Ritz-Carlton in Naples, Florida, who scrambled down from the top of a tall ladder to open the door for a guest returning from the beach with her arms full. and you did not pay more? His visionary and disruptive principles have reshaped the concepts of excellence, service, and competitive advantage, transcending divisions of industry across the business landscape. Capella is also known as the hotel where President Trump and North Korean Leader Kim Jong Un shook hands for the first time at their 2018 historic summit. That’s why Horst went personally to the opening of every new hotel, to help orient employees and ask them to share in his purpose. . Horst Schulze, cofounder of Ritz-Carlton and founder of the Capella Hotel Group, explains why a true sense of purpose is essential for employees delivering ultra-luxurious customer service. Horst Schulze is Founder and Chairman Emeritus of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Schulze is a legendary leader and global titan of business. By 27 years old, Horst did not receive a highly coveted promotion to be room service waiter. Horst Schulze is Founder and Chairman Emeritus of the Capella Hotel Group, and Co-founder & Former COO of The Ritz-Carlton Hotel Co. Schulze is a legendary leader and global titan of business. All Rights Reserved. Shawn Achor, a leading expert in the connection between happiness and success, says that praise can increase employees' productivity and fulfillment in big ways. The result was not only hotels that were legendary for their luxury, but employees who were legendary for their service. Horst Schulze: Our employees didn't leave. Because they felt like part of the organization. Millennium Mat's Ian Malpass discusses what it takes to forge a culture that's truly self-directing and self-correcting. Rob Markey: By thousands of people, their hourly wage, their work . In his late 30s, Horst was the General Manager for the most challenging Hyatt (former Howard Johnson hotel) in Pittsburg. Horst Schulze is the creative force behind The Ritz-Carlton hotel chain we know today. Lessons include: Leading Yourself; What is Excellence? He didn’t just picture a great customer experience; he articulated it from day one to ensure that, every day, every employee strived to make that statement a reality. Horst Schulze is famous as the visionary cofounder of Ritz-Carlton and founder of the Capella Hotel Group. Podcast: Play in new window | Download (Duration: 37:55 — 52.1MB) | Embed, Subscribe: Apple Podcasts | Google Podcasts | Spotify | Stitcher | Email | TuneIn | RSS | More. Join us in that dream.”, Ask Horst why that matters and he’ll tell you that people need purpose—an idea, he notes, at least as old as Aristotle. More information can be found in our Privacy Policy. In the Leadership series, Horst Schulze explains how leaders can stay focused and grounded. Let us know! Rob Markey: Getting people together for 10 minutes in the morning really means 15 minutes out of their workday. “That was the purpose of our doing anything: to become the global leader.”, And, he says, “when we hire people, that’s what we tell them: Here’s where we want to be. Born in Germany when World War II started, Horst grew up in a small village yet knew he wanted to work at a hotel at 11 years old. While Horst is widely known as the legendary luxury hotelier and for his contributions of excellence to the hotel industry – there is so much more to who he is. Horst Schulze: Well, I actually said, “This is teaching. Our quarterly Loyalty Insights newsletter offers our best thinking and tips on running the Net Promoter System. Horst’s approach is the subject of his new book, Excellence Wins, Every Time: A No-Nonsense Guide to Rejecting the Status Quo, and Reaching True Success. 50 hotels by his retirement in 2000. Horst Schulze: We didn't pay more. When Horst joined me on the podcast, I read him the vision statement of Capella, which says, “We are the global leader in the service business. Copyright © 2019 by Lux Mundi. And shortly after, Horst founded an ultra-luxury hotel chain called Capella Hotel Group. He worked in the finest hotels in Europe such as The Savoy in London and the Bellevue Palace in Switzerland. Horst Schulze talks about Capella Hotel Group's expansion plans and how the company differentiates itself from competitors. “Because that was the dream,” he says. His visionary and disruptive principles have reshaped the concepts of excellence, service, and competitive advantage, transcending divisions of industry across the business landscape. We created a sense of being part [of something], and connected them. There was an environment, there was a culture that they felt belonged to them, where they were respected. Please read and agree to the Privacy Policy. Say that again. And I was shown how much it cost, etcetera, etcetera. . *I have read the Privacy Policy and agree to its terms. Bain's Darci Darnell explains how companies are using Net Promoter for People to create a culture of ownership among employees. The episode is also available through the audio player below. Lessons include: Ritz-Carlton; Favorite Employees; Ladies and Gentlemen; Failure; Family; and Advice. Rob Markey: So, some people are going to ask, “What's the return on investment of that time? We gave them purpose. SESSIONS FEATURING TIME ; Trailer: Horst Schulze: 2 MINS: 1. Get Horst Schulze’s “Excellence Wins” on digital or print: https://amzn.to/37UWG11, Special thanks for this episode: Horst Schulze, Kathy Wiggins, Patricia Robson, Jaime Roque, Support Faith Collides podcast with a review —> http://bit.ly/FaithC0llid3s, Faith Collides podcast is hosted by Grace Huang from Lux Mundi. Where they actually belonged. Bain uses cookies to improve functionality and performance of this site. At 19 years old, Horst visited America for the first time. Some might argue that many hotel workers come to work only for a paycheck and don’t have the luxury of worrying about purpose, but Horst won’t hear of it: “My goodness, we are talking about human beings here, we are not talking about machines.” In our conversation, he repeatedly emphasized that a sense of purpose, of the long-term vision for the organization, is critical to making sure employees deliver on the daily mission.