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Culture varies from one place to another. It is carried out by people and is lived out by them. To create a smooth and empowering culture within an organization, an individual must make use of that culture as an empowering force when dealing with its people. This inspires them, leading to collective success and growth. Horst Schultze describes how he started in the hotel business and how, through acceptance of cultural differences and dealing with different people, he grew to become an international tour de force.
Horst says the first step toward success is to make sure that we have the right intentions and intense conviction. It is possible to achieve whatever our heart and mind conceive. We will have great success as we help our team members realize that they are valued every step of the way.
Successfully working with people requires that we are clear about what we expect from them and that we make them aware that we are for them throughout the process. Leadership should not focus on being authoritative; instead, it should be assistive at every step. When the team is motivated by the presence of the one leading them, they work better together and realize greater successes.
Leaders will always be seen differently in the eyes of those around them. A leader can expect to hear both positive and negative comments, but must remember that the important thing is if he or she is doing his or her job justly. A leader must be able to embrace change and work toward what is best for everyone on the team.
WHAT YOU WILL LEARN:
- Identifying the cultural differences of people
- Creating achievable goals based on the objectives in the workplace
- Providing assistance and support to everyone on your team
- Maintaining a harmonious relationship in the workplace
- Eliciting respect and obedience based on trust and empowerment
GUEST BIO
Horst Schulze, Chairman Emeritus of WP Hospitality Group (formerly Capella Hotels and Resorts), is a legend and leader in the service world. His vision has helped reshape the concepts of customer service throughout the hospitality and service industries. In 1991, Mr. Schulze was recognized as “corporate hotelier of the world” by HOTELS Magazine. In 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management. Most recently, Mr. Schulze has been honored as a “Leader in Luxury” by Travel Agent Magazine and its sister publication Luxury Travel Advisor.
Mr. Schulze served as one of the founders of The Ritz-Carlton Hotel Company. Under his leadership, the Group was awarded the Malcolm Baldrige National Quality Award in both 1992 and 1999 — the first and only hotel company to win even one such award. In addition, Ritz-Carlton was continuously voted “best hotel company in the world” by meeting and other trade publications.
Upon joining Ritz-Carlton as a charter member in charge of Operations in 1983, Mr. Schulze created the operating and service standards that have become world famous. When he left Ritz-Carlton to form The Capella Hotel Group, Mr. Schulze was responsible for the $2 billion Ritz-Carlton operations worldwide.
Prior to his long tenure with Ritz-Carlton, Mr. Schulze spent nine years with Hyatt Hotels Corporation, where he was a hotel General Manager, Regional VP and Corporate VP. Before his association with Hyatt, he worked for Hilton Hotels. Mr. Schulze serves on the boards of Reliance Trust Company, Cancer Treatment Centers of America, The Travel Institute, Georgia Family Council, and The InfiLaw System.
