PBD Podcast

Ritz Carlton Founder Horst Schulze - A Master Class In Customer Service | PBD #735

February 10, 2026·2h 25m·9-min readinterviewbusiness
Podzilla Summary (9 min)
TLDR
Horst Schulze, the founder of Ritz-Carlton, built a hospitality empire rooted in purpose, respect, and relentless standards, insisting that employees are not mere function-fillers but human beings with dignity. After his departure, Ritz-Carlton’s service standards declined sharply, while

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Guest

H

Horst Schulze

interview on PBD Podcast

Mentions

Books, people, and resources mentioned in this episode.

People

Horst SchulzeSteve JobsStephen Covey

Books

Excellence Winsby Horst Schulze

Companies

The Ritz-CarltonCapella Hotels

Topics

Business ModelsEntrepreneurshipLeadershipManagement

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