E96 | How To Build A Culture Of Excellence with Horst Schulze

You will have heard of the Ritz Carlton hotel group, but you may not know who founded it - meet Horst Schulze, the man, the myth, the legend. Horst is legendary for creating the infamous operating and service standards for which the Ritz Carlton Hotel Company are renowned. Key Takeaways: Building a culture of excellence Tipping in hotels The difference between a manager and a leader How to build the best organisation Repeat teaching values The three types of customers Empowering employees