He'd sit us down and say, 'Don't come to work; come to do something excellent, come to be excellent.' The first Ritz-Carlton Hotel, proud to be at the cutting edge of the technology of the time, was an early user of electronic lock entry systems. There were no hotels. This category only includes cookies that ensures basic functionalities and security features of the website. That’s the only way to accomplish that. Gusto offers modern, easy payroll, benefits, and HR to small businesses across the country — they were even named best online payroll by PCMag. Yes, many restaurants now! When I was 11 years old, I went to my parents and said, ‘I want to work in the hotel business.’ And they [were skeptical], but I kept on saying it. But sometimes they go well beyond the call of duty. And they said that Horst Schulze is in the room and everybody stood up and applauded. Every employee is allowed to spend up to $2,000 to right a wrong — or keep a guest happy. These cookies do not store any personal information. "But I slowly got it. They do matter in the rankings of the show, and I read each and every one of them. It's something he learned at that very first apprenticeship, where he was supervised by Karl Zeitler, the hotel's maitre d. "(Zeitler) was a major influence and an exceptional human being," Schulze said "He didn't just make us work. His mom sent him off with this practical advice: "Take your shower, wash your underwear and do not do anything out of line.". Spending money to keep customers happy is standard fare at the Ritz. Until next time! The company grew under the leadership of President and COO Horst Schulze. There were other, more expensive changes as well. I honestly worked in the finest hotels in Europe. All rights reserved. “I grew up in a small village in Germany. The man who co-founded the Ritz-Carlton company had as unlikely of a journey as you’ll find considering his upbringing. This is Mr. Schulze's second appearance on Restaurant Unstoppable. I walked away from four hotels to protect the brand. Again, I had worked in the greatest hotels in Europe and I wanted to combine the relaxed relationship of America with a little more refinement from Europe. Thanks so much for joining today! Get top-quality trade ideas at the push of a button with the IBD Stock Screener. Ratings and reviews are extremely helpful and greatly appreciated! Before we dive into the 24 standards of service Why is repetition so important: Identify what makes your organization excellent and repeat it, Customer expectations must be known to everyone on staff, The Zeitgeist is Known, Owned and Energized by All, The Service Processes is Follow for All Guest Interactions, We Assist each other, Stepping Out of Our Primary Duties When Necessary, Identify and IMMEDIATELY Correct Defaults, Always Acknowledge the Guest, Even If It Interrupts What You're Doing, We All Fix Defects- Don't Assume Someone Else Will Do It, When a Guest Encounters Difficulty, Own The Problem, Apologize, And Find a Resolve Immediately. , “Excellence Wins: A No-Nonsense Guide To Becoming The Best In A World Of Compromise”, Covid-19: Three Ways Boards Can Help Create Systemic Change, Why Pfizer’s Covid Vaccine Could Fail, And How Corporate Leaders Can Make Sure It Doesn’t, Corporate Governance And Shareholder Activism For Family-Owned Public Companies, Exclusive Members-only Events and Content, Committee Briefings: Top Considerations for 2019, Committee Briefings: Top Considerations for 2020. Designed to increase security, stability, ease of use, and speed of service, Revel’s streamlined ecosystem provides businesses with the right tools to grow. When Schulze was 14, they found him a six-month boarding school for hotel work. There were a lot of people. Then customers caught up with the technology, and the electronic system was reinstalled. They applauded the image that Ritz-Carlton had built up, which was achieved by bellmen, doormen, busboy, cooks, waiters, maids and so on. I even tell you who recommended each tool with a link to their episode! “I grew up in a … So pretty much everything Schulze introduced was exploring new ground. Leave a note in the comment section below! And I didn’t want to compete with them, I wanted to go above them. Out of these, the cookies that are categorized as necessary are stored on your browser as they are essential for the working of basic functionalities of the website. At the heart of his essay was the phrase "Ladies and Gentleman Serving Ladies and Gentlemen," a mantra he took with him at all his subsequent jobs. © 2000-2020 Investor's Business Daily, Inc. All rights reserved. It was an unusual goal for the time and place. I worked in London in the Berkeley and in the Savoy. But opting out of some of these cookies may affect your browsing experience. I worked for Hilton and Hyatt and then was offered a job to start a new hotel company in charge of operations…that ended up becoming the Ritz-Carlton. Turnover in the hotel industry, he said, is typically 120%. Under his leadership the hotels earned an unpreceden… He was a teacher to us. A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries. Be Gracious Toward Guests AND EACH OTHER. A company that managed super-luxurious hotels was a rarity. Be Positive Both Inside and Out of the Restaurant. This is one you surely won't want to miss! Owen Dorsey, a former Ritz-Carlton human resources executive who currently serves as a hotel industry consultant, recalls coming back to R-C headquarters after attending an award ceremony where the company had been honored. He purchased the name and brought Schulze in to make it happen. He was appointed to bring the Ritz Carlton hotel concept to the USA many years ago. For example, he instructed doormen to look at customers' luggage tags as they pay for their cab and then greet them by name. But a wealthy investor, William B. Johnson, thought the brand had promise. Necessary cookies are absolutely essential for the website to function properly. "We were all in a good mood until Horst found these complaint letters," Dorsey said. Hailing from a small German town, Horst Schulze knew from a young age that he wanted to work in the hotel industry. ", Schulze admits he didn't get it in the beginning. They created that image. Thank you! Some of it seemed obvious. So I moved then from Chicago to Atlanta to start this new company. We also use third-party cookies that help us analyze and understand how you use this website. Eleven-year-old Horst Schulze surprised his parents when he announced plans to go into the hospitality business in postwar Germany. And finally, don’t forget to subscribe to the show on iTunes to get automatic updates. I was the corporate vice president. I worked in Germany, worked in Switzerland. Watch veteran trader Kenny Polcari talk about his years on the NYSE floor and new IoT stocks! When he joined the company in 1983, it consisted largely of a brand whose reputation had faded since it was founded over a century ago by Swiss hotelier Cesar Ritz, who managed both the Ritz (Paris) and Carlton (London) hotels. Folks paying higher room rates, he felt, deserved to be pampered. You can't afford a key?" Schulze worked for some of the most prominent hotels and hotel chains in the world, including the Plaza Athenee in Paris and properties run by Hyatt and Marriott, among others. And as a listener, you’ll get three months free when you run your first payroll. These 8 Small Stocks Are Still Cheap After Giant 100%-Plus Gains, Breakout Watch: 248 A+ Funds Buy Into Digital Resurgence Of Chipotle Stock. Hailing from a small German town, Horst Schulze knew from a young age that he wanted to work in the hotel industry. Horst Schulze is co-founder of The Ritz Carlton Hotel Company and an expert in employee and customer experience. When customers at one of the hotels complained about a noon checkout, he changed it to 3 p.m. “I grew up in a small village in Germany. Notice: Information contained herein is not and should not be construed as an offer, solicitation, or recommendation to buy or sell securities. RESTAURANT UNSTOPPABLE with eric cacciatore, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, please leave an honest review for the Restaurant Unstoppable Podcast on iTunes. And that’s where it begin—a career that ultimately led him to becoming the co-founder and founding president of the Ritz-Carlton company, creating a standard in customer service that has transcended the hotel industry. No, I worked in Hyatt at the time and I had a great job. If they ask you for something, never say OK. Say 'my pleasure.'