One of the most celebrated figures in the hospitality industry, Horst Schulze is a remarkable leader with a gift for creating a culture of service. As founding president and COO of The Ritz-Carlton Hotel Company, Horst Schulze ushered in a new world of elegance and personal service. He revolutionized the hotel industry, creating one of the most recognizable international brands, forever altering the very nature of customer service by creating a culture of ladies and gentlemen serving ladies and gentlemen. He created a legion of loyal customers by raising the bar for customer service expectations to previously unimagined levels. Under his direction, Ritz-Carlton won two Malcolm Baldrige National Quality Awards. A man of rare ability and prophetic vision, Schulze himself was named Corporate Hotelier of the World by HOTELS magazine and was awarded the Ishikawa Medal for his contributions to the quality movement. As president of The Ritz-Carlton Hotel Company, he managed an operating budget of $1.2 billion and set an international standard for personalized service.
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Website: www.ExcellenceWins.com
Book: Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise
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