Building Vision with Horst Shultze — From the Vault

Andy Stanley Leadership Podcast

Andy Stanley

Business

4.6 • 2.2K Ratings

🗓️ 19 May 2025

⏱️ 30 minutes

🔗️ Recording | iTunes | RSS

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Summary

The best leaders know mission and vision must extend beyond the executive suite. In this episode, Andy sits down with former Ritz-Carlton president Horst Schultze to explore how great leaders build world-class service by treating every team member with dignity and purpose. You’ll discover how consistency, clarity, and empowerment at every level can transform an organization from the inside out.

Recognized as one of Forbes' 6 Leadership Podcasts To Listen To In 2024 and one of the Best Leadership Podcasts To Stay in the Know for CEOs, according to Industry Leader Magazine.

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Transcript

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0:00.0	Welcome to the Andy Stanley Leadership Podcast, the conversation designed to help leaders go further, faster.
0:07.6	I'm Andy Stanley, and today I will be your host because today we are talking about creating world-class service with my guest, Horst Schultz.
0:16.2	Which means I get to ask the questions. Thank you so much for joining us today, Horst.
0:21.8	It's great to be here.
0:28.0	Well, Horst and I actually have a history that goes back about 20-something years, and I'll talk about that in just a minute. But for those of you who aren't aware, Horst is the chairman and CEO of the
0:32.7	Capella Hotel Group. But he is a legend in the world of customer service. His vision has helped reshape
0:38.5	concepts of customer service throughout, and I mean throughout the hospitality and service
0:43.4	industries all around the world. He created and ran operations for the Ritz-Carlton Hotel
0:48.8	Company, where we actually met about 23 years ago. Under his watch, the Ritz Carlton Group was awarded the Malcolm Baldridge
0:55.5	National Quality Award in both 1992 and 1999. And for those of you who aren't familiar with that,
1:01.7	you need to know that that was the first and only hotel company to win that award. Other
1:07.4	distinctions include corporate hoteler of the world by Hotels Magazine.
1:11.6	He was awarded an honorary doctorate of business administration degree in hospitality management from Johnson and Wales University.
1:19.4	And most recently, Horst has been honored as the leader in luxury by Travel Agent Magazine and its sister publication luxury travel advisor. Now, to most
1:29.5	of those, horse, none of those things mean anything because we're not in that industry. But where
1:34.6	your life intersects with most of our lives is through what you did at the Ritz Carlton,
1:39.4	because we've either stayed there, wanted to stay there, or no people who've stayed there.
1:44.4	And so our relationship began 23 years ago, and I want to quickly tell this story because
1:50.0	I think for me, this brings you or presents you in a context that is most meaningful for many
1:56.1	of our listeners.
1:57.5	Twenty-something years ago, my leadership team read the seven habits of highly effective people by Stephen Covey.
2:05.0	And in that book, he talked about the Ritz Carlton within the context of the importance of mission statements.
	...

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