Hospitality Daily Podcast What's Changed in Hospitality Since The Ritz-Carlton Was Founded - Horst Schulze
Sep 18, 2024
Explore the evolution of luxury hospitality since the founding of The Ritz-Carlton. Discover how guest expectations have transformed, emphasizing personalized experiences over standard offerings. Learn the importance of a heartfelt welcome and treating every guest with genuine respect. Unpack the essence of true hospitality and how it shapes modern service. Lastly, engage with insights that promote collaboration and continual improvement in the industry, encouraging you to turn ideas into actionable strategies.
AI Snips
Chapters
Transcript
Episode notes
Luxury Shifts to Individualization
- Luxury no longer means opulence like chandeliers and marble; it mustn't detract from the guest but provide beauty and elegance.
- Individualization is key going forward; customers want services tailored to their personal preferences, especially millennials.
Timeliness Expectations Soar
- Timeliness expectations have dramatically decreased; guests now expect services much faster than in the past.
- What once took minutes now should take seconds; processes must adapt to meet this speed.
Master the Art of Welcoming
- Greet guests warmly and respectfully with a direct welcome and eye contact rather than a casual hi.
- Recognize guests' need to feel important and respected, regardless of their appearance.