Welcome to the Andy Stanley Leadership Podcast, the conversation designed to help leaders

go further faster on Andy Stanley.

And today I will be your host because today we are talking about creating world class

service with my guest, Horst Schultzzy, which means I get to ask the questions.

Thank you so much for joining us today, Horst.

It's great to be here.

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.

For those of you who aren't aware, Horst is the chairman and CEO of the Kappella Hotel

Group.

But he is a legend in the world of customer service.

His vision is help reshape concepts of customer service throughout.

And I mean throughout the hospitality and service industries all around the world, he created

and ran operations for the Ritz Carlton Hotel Company where we actually met about 23

years ago.

Under his watch, the Ritz Carlton Group was awarded the Malcolm Baldwin Ritz National

Quality Award in both 1992 and 1999.

And for those of you who aren't familiar with that, you need to know that that was the

first and only hotel company to win that award.

Other distinctions include corporate hotel or the world by Hotels Magazine.

He was awarded an honorary doctorate of business administration degree in hospitality management

from Johnson and Wales University.

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