A legend and leader in the hotel world, Horst Schulze's teachings and vision have reshaped the concepts of service and hospitality across industries.
Mr. Schulze's professional life began more than 65 years ago as a server's assistant in a German resort town. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of The Ritz Carlton Hotel Company in 1983. There Mr. Schulze created the operating and service standards that have become world famous.
During his tenure at The Ritz Carlton, Mr. Schulze served as President and COO responsible for the $2 billion operations worldwide. It was under his leadership that The Ritz Carlton Hotel Company became the first service-based company to be awarded the prestigious Malcolm Baldrige National Quality Award — twice.
In 1991, Mr. Schulze was recognized as "corporate hotelier of the world" by HOTELS magazine. In 1995, he was awarded the Ishikawa Medal for his personal contributions to the quality movement. In 1999, Johnson & Wales University gave him an honorary Doctor of Business Administration degree in Hospitality Management.
Most recently, Mr. Schulze has been honored as a “Leader in Luxury” by Travel Agent magazine and its sister publication Luxury Travel Advisor.
After leaving The Ritz Carlton Hotel Company, Mr. Schulze went on to found The Capella Hotel Group. This luxury hotel company managed some of the most elite properties worldwide, and gave Mr. Schulze the opportunity to further define the luxury hotel industry, receiving countless awards and recognitions.
Today, Mr. Schulze serves on various boards and acts as a consultant across industries. He recently completed his seminal book on creating excellence.
- Professor Anthony Ryan OBEUniversity of Sheffield
Professor Tony Ryan OBE is The Professor of Physical Chemistry at the University of Sheffield and the founding Director of...
- Claire GroveDirector of Customer Advocacy Strategy | ServiceNow
A customer advocacy professional with over 20 years’ experience in this field.
- Cristina MelluzziGlobal Head of Customer Advocacy | Cisco
Cristina joined Cisco 5 years ago to lead Customer Advocacy in EMEAR. She began her career at Hewlett Packard and...
- Mike KendallFounder and Managing Director | The Customer Lab
Mike Kendall is a recognized global customer experience, design, and innovation expert, coach, author, and speaker. He led world-class...
- Amelia MansellDirector of Customer Experience | Virgin Media
Strategic thinker focused on putting customers at the heart of Virgin Media and serving them better in a digital world...
- Claire SportonFounder | Sporton Consulting
Throughout her career, Claire has focused on driving customer-led growth by inspiring change and ensuring a tangible link to...
- Richard OwenFounder | OCX Cognition
Richard Owen has a singular professional focus: Delivering financial value through CX. He co-founded OCX Cognition to combine technology...
- Rav DhaliwalInvestor | Crane Ventures
Investor and former software executive, with particular experience building & leading startups and business units that drive net revenue retention...
- Peter SadlerDirector of Customer and Product Marketing | Advanced Software
An experienced marketing and business leader with a strong track record in delivering tangible success. I combine the exploitation of...
- Maarten PietersHead of Co-creation & People Insight | Signify
Signify, formerly PHILIPS Lighting, is a world leader in lighting for professionals, consumers and lighting for the Internet of Things...
- Daniel BausorFounder & Co-Author of The Customer Catalyst
I have over 25 years' experience as a strategic B2B and B2C customer champion, both in-house and as...