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Horst Schulze just hates excuses

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in Leaders & Managers,Office Management,Workplace Communication

He started at the bottom. His first hotel job: Dishwasher at age 14. Now Horst Schulze is president of The Ritz- Carlton Hotel Co., a worldwide chain of elegant hotels.

Schulze demands excellence from every employee. To make even the lowliest clerk feel important, he coined the motto, “Ladies and gentlemen serving ladies and gentlemen.” In 1992, he led his company to win the Malcolm Baldrige National Quality Award, the only hospitality company to earn the prestigious prize.

WS: How did you advance from dishwasher to president of a world-class hotel company?

Schulze: I’ve always believed success comes to those who create excellence wherever they are at the moment—right now. And to do that, you must have the knowledge to create excellence.

WS: That sounds so simple. Is it?

Schulze: No, because gaining knowledge takes time. Here’s an example: I used to work for Hyatt, where I was food and beverage director. One day my boss prom...(register to read more)

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