Horst Schulze: What's Changed Since I Started Ritz-Carlton

Would you like to know how luxury hospitality has evolved since the founding of The Ritz-Carlton and why it matters for your hospitality business today? Today, the company's legendary co-founder and former president, Horst Schulze, joins us to share his observations.

Listen now on the Hospitality Daily Podcast

The big idea: Today's guests want you to "do it my way"—and do it fast!

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"The need for individualization will only increase over the next 10 years."

Horst Schulze

Why this matters: We face quickly changing guest expectations, especially around individualization and fast service. Beneath all of this is a deep-seated need for respect and recognition. Providing hospitality that both meets stated and unstated needs is vital to delighting guests today.

Listen now to my full conversation with Horst on this on the Hospitality Daily Podcast (Apple Podcasts, Spotify)

Put this into action:

Speed up your check-in process (technology is key for this, but not the only thing - Robyn Pratt shared her story of using ‘Six Sigma’ to achieve this)
Greet your guests in a way that shows respect and makes them feel important (Jeff Wielgopolan shared some very practical advice for us on this)
Implement a system for capturing and acting on guest preferences (I like Dorchester’s “Golden Profiles” approach)

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If you missed it yesterday, what we learned today directly relates to what we heard yesterday. Here’s the clip if you missed it:

don't let THEM define your value!

If you enjoyed today’s insight, you may also enjoy these episodes…

Ritz-Carlton Founder: The Story Behind "Ladies and Gentlemen serving Ladies and Gentlemen" (And Its Power Today) - Horst Schulze

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The Power of Presence for Creating Guest Experience - Micah Solomon

In this episode, Micah Solomon, author, speaker, and customer experience expert, shares insights on creating memorable experiences for guests and customers through…

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The Magic of our "Golden Profiles" - Helen Smith and Eugenio Pirri, Dorchester Collection

In this episode, Helen Smith and Eugenio Pirri, joint CEOs of Dorchester Collection, share insights into what they call their "Golden Profiles" and how it enables…

podcast.hospitalitydaily.com/dorchester-golden-profiles

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what's changed since I started Ritz-Carlton