In this excerpt, Schulze explains that setting expectations and measuring against them are feedback mechanisms that communicate how well employees are doing so necessary changes can be made.
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As CEO of Capella Hotel Group, Horst Schulze inspires client loyalty by raising the bar for customer service. Under his leadership, The Ritz-Carlton Group was awarded the prestigious Malcolm Baldrige National Quality Award in both 1992 and 1999—the first and only hotel company to win even one such award. A leader and entrepreneur, he inspires leaders with practical ways to create high-quality customer service experiences. His latest book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, is available March 2019.
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Horst Schulze
Chairman and CEO | Capella Hotel GroupTeaching and Sustaining Employees
Published July 23, 2018TOPICS IN THIS VIDEO
Leading OthersPerformance ManagementIn this excerpt, Schulze explains that setting expectations and measuring against them are feedback mechanisms that communicate how well employees are doing so necessary changes can be made.
Never miss an inspiring leadership insight or the latest leadership news!
About the Speaker(s)
Horst Schulze
Chairman and CEOCapella Hotel Group
As CEO of Capella Hotel Group, Horst Schulze inspires client loyalty by raising the bar for customer service. Under his leadership, The Ritz-Carlton Group was awarded the prestigious Malcolm Baldrige National Quality Award in both 1992 and 1999—the first and only hotel company to win even one such award. A leader and entrepreneur, he inspires leaders with practical ways to create high-quality customer service experiences. His latest book, Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise, is available March 2019.
Years at GLS 2015, 2016