In this episode of the 5 Leadership Questions podcast, Todd Adkins and Chandler Vannoy are joined by Horst Schulze. Horst is the former president and co-founder of The Ritz-Carlton Hotel Company and the author of Excellence Wins. They discuss the following questions:
- Do you have any stories of difficult experiences you led through?
- How do you maintain excellence in changing and shifting times?
- Where should someone learn about hospitality?
- What are two to three things you do daily to stay sharp in your leadership?
- How do you measure elements that are difficult to measure?
- Who or what was the greatest influence on your life?
- What advice would you give your 20-year-old self?
“Whatever happens in the life of an organization, or for that matter in the life of an individual, the one thing you don’t give up is your objectives.”
“You should question yourself, ‘How do I make sure when I am through this setback the customers like me even more?'”
“Excellence is never an accident, it is always the result of high intent and hard work.”
“If I see a change in the customer’s expectation of my product, I have to redo my processes to make sure I am serving that change. At the same time, I have to realign my employees so they have knowledge of the new expectation that the customer has of me.”
“My intent as an organization is to serve the community of people for their benefit.”
“Service starts with a great greeting. It starts the instant I meet them.”
“Service continues by helping the guest receive what they need. It’s not about me, it’s all about them.”
“You cannot create something for everybody.”
“Create excellence at all times.”
“Excellence in a human being is doing your very best in the functions that you fulfill, doing your very best in relationships, doing your very best in morality, and doing your very best spiritually.”
“God has created us for more than just fulfilling functions.”
This Episode’s Sponsor:
Downline Ministries’ mission is to encourage a restoration of biblical discipleship in and through the local church by equipping men and women to know God’s Word and make disciples.
The primary way we partner with churches is through the Downline Institute, a 9 month biblical discipleship training program that walks students through the Bible (Genesis-Revelation), biblical manhood/womanhood, and key discipleship lessons. Listeners can receive $100 off tuition cost by using the code LIFEWAY when you apply at www.downlineministries.com.