Hospitality Daily Podcast Ritz-Carlton Founder: The Story Behind "Ladies and Gentlemen serving Ladies and Gentlemen" (And Its Power Today) - Horst Schulze
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Sep 17, 2024 Horst Schulze, co-founder of The Ritz-Carlton Hotel Company, shares his vision behind the renowned motto 'Ladies and Gentlemen Serving Ladies and Gentlemen'. He discusses how he conceived this powerful idea at just 16 and its transformative impact on hospitality. Horst emphasizes the importance of respect in service roles, highlighting the dignity of workers and the significance of defining purpose in an organization. He also explores modern hiring practices that focus on selecting individuals who share a common goal, fostering a culture of teamwork and excellence.
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Origin of Iconic Phrase
- At 16, Horst Schulze wrote an essay inspired by his respected maje d' about service excellence.
- He titled it 'We Are Ladies and Gentlemen, Serving Ladies and Gentlemen', capturing the dignity in hospitality service.
Self-Definition Drives Excellence
- People define themselves by their excellence, not their job title or society's view.
- Ritz-Carlton cultivates this mindset, making employees stand out as people of excellence.
From Servant to Professional
- As a 14-year-old, Schulze was told he was a servant, yet his majordomo was respected like a gentleman.
- He realized true service means being professionals who instill well-being, not mere servants.