In this episode, Horst Schulze, co-founder of The Ritz-Carlton, shares the story behind the iconic phrase “Ladies and Gentlemen Serving Ladies and Gentlemen” and how it can transform your approach to hiring, training, and creating a purposeful work environment.
Listeners will learn:
- How Horst developed the concept of “Ladies and Gentlemen serving Ladies and Gentlemen” at just 16 years old (01:00)
- Why the phrase resonates so deeply in the hospitality industry and the importance of respecting and honoring people (02:58)
- The significance of defining oneself as a professional in the profession of service, rather than a servant (04:36)
- The importance of selecting the right people and treating them as human beings with feelings and thoughts, inviting them to join a common purpose (06:39)
- The difference between a mission statement and a true purpose, and why organizations should focus on the latter (08:04)
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Music by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands
