Free Ebook , by Horst Schulze
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, by Horst Schulze
Free Ebook , by Horst Schulze
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Product details
File Size: 5949 KB
Print Length: 224 pages
Simultaneous Device Usage: Up to 5 simultaneous devices, per publisher limits
Publisher: Zondervan (March 5, 2019)
Publication Date: March 5, 2019
Sold by: HarperCollins Publishing
Language: English
ASIN: B07DXGL7VQ
Text-to-Speech:
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Amazon Best Sellers Rank:
#27,873 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
Horst Schulze is a hospitality guru. He co-founded the Ritz-Carlton. He came up with their famous credo ("We are ladies and gentlemen serving ladies and gentlemen.") when he was a teenager. It was the title of an essay he wrote when he was a teenager. That's the beginning of a journey that put Schulze into the position of co-founding one of the most recognizable brands in not only the hotel/hospitality industry - but all industries. Schulze understood what it took to become an iconic brand, and he shares his strategies and tactics with us in this excellent book. There's plenty of great insights on how to create a culture that has a relentless focus on the customer. If customer service and experience is important to you - and I know it is - then don't waste another moment reading this review. Buy the book.
Long ago, Voltaire observed: “The best is the enemy of the good." More recently Jim Collins suggested, “Good is the enemy of great." I was reminded of those admonitions as I began to read Excellence Wins. With the assistance of Dean Merrill, Horst Schulze shares the most valuable business lessons he has learned thus far during one of the most interesting careers I have as yet encountered. Born and raised in a German village that had neither a hotel nor a restaurant, he eventually became one of the most highly admired world leaders in the hospitality industry. He arrived in the United States in 1964, working in the HIlton organization, then spent nine years working for Hyatt as a local manager, as a regional vice president, and then as a corporate vice president), before joining the co-founders of Ritz-Carlton in 1983. He helped to grow it from zero luxury hotels to fifty-five in eleven countries.Schulze includes hundreds of anecdotes that illustrate an observation -- "God is in the details" -- attributed to a number of different people, most notably to architect Ludwig Mies van der Rohe (1886–1969). An earlier form, "Le bon Dieu est dans le détail" ("the good God is in the detail") is generally attributed to Gustave Flaubert (1821–1880). The details that Schulze cites have a secular rather than a religious significance. They serve as examples of ladies and gentlemen throughout the Ritz-Carlton organization serving the guests, other ladies and gentlemen, who are entrusted to their care.Long ago, Caesar Ritz said that he and his associates were committed to providing superior service to hotel guests that is "invisible." That is only possible when rigorous attention is paid to the details. It all begins with the process of creating great employees: "first, [begin italics] selection [end italics]; next, inspiring [begin italics] orientation [end italics]; then, initial [begin italics] teaching [end italics] of specific job functions; finally, [begin italics] sustaining [end italics] what has been taught." In order to strengthen this process, Schulze wrote 24 "Service Standards" (see pages 121-127) and every day before each of the three staff shifts begins, the leader "reads one standard, makes comments about what it means, and maybe tells a story or reads a relevant customer comment to show the standard in action."I am deeply grateful to Horst Schulze for sharing this account of his personal growth and professional development. As he would be among the first to point out, an organization is only as great as its people, at all levels and in all areas of the given enterprise. That is the platinum standard of hospitality that Ritz-Carlton has set and continues to attain. Bravo!
Recommended without reservation. As good a book on service and leadership as you'll find. Fast read, entertaining, illuminating and touching.
Anyone who reads this book and truly applies its lessons will undoubtedly be successful in their business.
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