Delivering Service Excellence
As co-founder of Ritz Carlton Hotels, Horst Schulze’s vision and leadership principles have set the standard for excellence in service and hospitality industries worldwide. What would Ritz-Carlton level excellence look like in your organization?
Mr. Schulze’s professional life began as a server’s assistant in a German resort town. Early in his career, he worked for both Hilton and Hyatt Hotels before becoming one of the founders of The Ritz Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world renowned.
During his tenure, Ritz Carlton became the first service company to receive the prestigious Malcolm Baldrige Quality Award — twice. He has been recognized as “hotelier of the world” by HOTELS magazine, and as a “Leader in Luxury” by Luxury Travel Advisor. Mr. Schulze received an honorary Doctorate of Business Administration in Hospitality Management from Johnson & Wales University.
Mr. Schulze founded another luxury hotel company, The Capella Hotel Group in 2002 to manage some of the most elite properties in the world, which gave Mr. Schulze the opportunity to further define the luxury hotel industry.
Today, Mr. Schulze serves on various corporate boards and is a consultant on service excellence across industries. His book, “Excellence Wins” shares the visionary and disruptive principles that redefined hospitality service excellence.