“We are ladies and gentlemen serving ladies and gentlemen.” 

Becoming the best in the world at something, being truly excellent at it takes discipline and an uncompromising way of doing things.  

For Horst Schulze, the former president and co-founder of the Ritz Carlton Hotel Company, his message for over 5 decades to all businesses and business leaders is clear and uncomplicated.  

The idea of treating others with kindness, greeting them with a smile, maintaining eye contact and saying ‘My Pleasure’ is not all that complicated but it is the cornerstone of the greatest hotel company in the world. 

Horst created a culture of servant leadership that made his 55 Ritz Carlton hotels the very best in the world at serving their guests. Find out in this incredible conversation what it takes to overcome mediocrity with excellence. 

“If I’m doing excellent in what I’m doing, even if I wash dishes, I can still define myself as a fine gentleman. It’s not up to anybody else. It’s only me. It’s not my job, name of job, the society, the country, the neighborhood. It is nothing but me who defines himself.” –Horst Schulze 

Time Stamps  

00:58 – Welcome to the ‘Strong By Design’ podcast 

04:05 – Meet today’s special guest, Horst Schulze, co-founder and former president of the Ritz-Carlton Hotel Company 

09:01 – Horst recounts his start in the hotel industry at the age of 14 

12:30 – What is excellence and what does it mean to be a person of excellence? 

20:50 – Discover how Horst navigated through the early part of his career, and what led him to the Ritz-Carlton 

27:03 – The power of going to work to create excellence 

30:47 – Discover the secret to a successful business 

40:36 – Horst on building a winning culture in your team 

46:39 – Horst on why excellent customer service always wins 

53:10 – The power of being intentional 

1:02:31 – Where you can go to connect with Horst Schulze + learn more about the ‘Excellence Wins’ book