Horst Schulze Hospitality Leadership Lessons

Recently, I had the honor of attending a retreat organized by Good Morning Hospitality in Auburn, Alabama, where Horst Schulze, co-founder and Chairman of Ritz Carlton for over two decades and author of “Excellence Wins,” shared profound insights on hospitality leadership. 

Schulze’s philosophy can be distilled into a powerful equation: 

“Intent + Hard Work = Excellence.” 

He vividly recounted Ritz Carlton’s journey, driven by their intent to “become the world’s leading hotel company”—a goal they achieved an impressive 14 times. According to Schulze, clarity of intent is crucial; every employee should understand the organization’s overarching goals from day one, fostering a deep sense of purpose and belonging.

Key Points from Horst Schulze’s Leadership Lessons

• Intent + Hard Work = Excellence: Schulze emphasized the importance of having a clear intent coupled with dedicated hard work to achieve excellence.
• Be Kind, Be Warm, Be on Time: Horst stressed the importance of interpersonal skills in hospitality, urging practitioners to prioritize kindness, warmth, and punctuality in all interactions.
• Nice = Trust = Relationship: Schulze highlighted the transformative power of kindness in business interactions, where genuine care for customers builds trust and fosters lasting relationships.

Schulze believes that effective leadership involves not only creating a compelling vision but also nurturing a supportive culture where employees feel empowered and valued. He distinguishes between leadership’s role in setting strategic direction and managers’ responsibilities in refining operational processes to achieve organizational goals. Beyond operational efficiency, Schulze underscores the importance of genuine, personalized guest interactions. He advocates for simple yet meaningful gestures like looking guests in the eye and greeting them with sincerity, such as asking, “Good morning, How are you?” These small acts, he argues, are pivotal in creating memorable guest experiences and fostering loyalty.

Horst’s influence extends beyond Ritz Carlton; he’s credited with shaping Chick-fil-A’s hospitality ethos with the iconic phrase “My Pleasure.” 

In essence, Horst Schulze’s leadership principles serve as a guiding beacon for anyone in the hospitality industry aiming to elevate their approach to customer service and organizational success. His emphasis on intent, hard work, kindness, and genuine care resonates as timeless pillars in achieving excellence in hospitality.