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Service Standards

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

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

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

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

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

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

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

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.
Creating Excellence In Your Workplace

Creating Excellence In Your Workplace

About In the Creating Excellence in Your Workplace series, Horst Schulze explains simple, no-nonsense approaches tocreating excellence at work. Lessons include: Greeting; Follow Service Process; Customize; Memorable; EscortGuest; Eradicate Defects; Immaculately Clean;...