Andy Stanley Leadership Podcast Building Vision with Horst Shultze — From the Vault
May 19, 2025
Join Horst Schultze, former president of the Ritz-Carlton, as he dives into the essence of leadership and world-class customer service. He shares how empowering every team member creates a culture of dignity and purpose. Discover the significance of adaptive leadership, and learn how allowing employees to resolve issues can enhance guest loyalty. Schultze emphasizes sharing core values and storytelling to align staff with the organization's vision. His insights illuminate the critical elements that lead to exceptional employee performance and lasting customer relationships.
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Dignity for Every Employee
- Horst Schulze raised dignity and value among low-wage hotel staff by treating them as important team members.
- He emphasized shared importance between employees and leadership to instill pride in their work.
Hire for Purpose, Not Function
- Treating employees merely as function-fillers is immoral; they must be hired to share the organization's purpose.
- Providing motive and objective helps people relate more deeply than just orders and directions.
Engage Employees in Mission
- Invite employees to join a clear mission and vision, not just to work for you.
- Help them define their departmental goals and commit their manager to helping them succeed.
