Horst Schulze’s Customer Experience and Employee Excellence Certification
Service Standards
About In the Service Standards series, Horst Schulze shares the standards he developed at the Ritz-Carlton, and explains how you can utilize them in your own work. Lessons include: Managing Yourself; Positivity; Dignity and Respect; Assist Each Other; and Answer Phone...
Life Principles
About In the Life Principles series, Horst Schulze shares personal stories to illustrate how he lives his life. Lessons include: Ritz-Carlton; Favorite Employees; Ladies and Gentlemen; Failure; Family; and Advice.
Harnessing the Guest Experience
About In the Harnessing the Guest Experience series, Jason Young explains techniques to understand and improve how guests experience your work. Lessons include: Be Fully Present; Focus on a Feeling; Observe Details, Everything Communicates; Recover Quickly; Reject...
Hospitality Simplified
About In the Hospitaly Simplified series, Horst Schulze explains how to start defining hospitality in your life and in your work. Lessons include: Three Product Rules; Hospitality for Team Members; Behind the Scenes Work; and Problem Resolution.
Creating Team Culture
About In the Creating Team Culture series, Jason Young shares ways to make your work more meaningful. Lessons include: Culture; Reach for Significance; Three Questions for a Stronger Business; Shift Work; Work vs. Home; and Why This is Important.
Servant Leadership
About In the Creating Team Culture series, Jason Young shares ways to make your work more meaningful. Lessons include: Culture; Reach for Significance; Three Questions for a Stronger Business; Shift Work; Work vs. Home; and Why This is Important.
Sense of Ownership
About Beth Brady explains how to take ownership of your work, and your life. Lessons include: Ownership; Think Like an Owner; Take Initiative; Team Player; Make it Better; and Take the Long Road.
Excellent Leadership
About In the Leadership series, Horst Schulze explains how leaders can stay focused and grounded. Lessons include: Leading Yourself; What is Excellence?; Wisdom; Vision; Integrity; and No Desire to Lead.