Would you like to know how luxury hospitality has evolved since the founding of The Ritz-Carlton and why it matters for your hospitality business today? Today, the company's legendary co-founder and former president, Horst Schulze, joins us to share his observations.
The big idea: Today's guests want you to "do it my way"—and do it fast!
"The need for individualization will only increase over the next 10 years."
Why this matters: We face quickly changing guest expectations, especially around individualization and fast service. Beneath all of this is a deep-seated need for respect and recognition. Providing hospitality that both meets stated and unstated needs is vital to delighting guests today.
Listen now to my full conversation with Horst on this on the Hospitality Daily Podcast (Apple Podcasts, Spotify)
Put this into action:
Speed up your check-in process (technology is key for this, but not the only thing - Robyn Pratt shared her story of using ‘Six Sigma’ to achieve this)
Greet your guests in a way that shows respect and makes them feel important (Jeff Wielgopolan shared some very practical advice for us on this)
Implement a system for capturing and acting on guest preferences (I like Dorchester’s “Golden Profiles” approach)
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If you missed it yesterday, what we learned today directly relates to what we heard yesterday. Here’s the clip if you missed it:
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A few final things:
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Thank you for reading.
-Josiah
