Horst Schulze Commentary about LEADERSHIP

Mar 23, 2023

"Referencing leadership, and we have heard great stories about if a hotel was not performing well with regard to their customer satisfaction, that there would be phone calls from you and at a certain point, if they didn't correct it, that you would actually move into the property.

Yeah. Can you talk a little bit about how that worked and how did you balance, respect, results, and perhaps even fear? It came all together there. 

Nobody wanted me to move in, obviously, but at the same time, I'm, I made a decision that. Becoming the best in the world as a hotel company and being known as the best would serve everybody extremely well. It would serve the investors to employ the customer and everybody else.

Once I made that decision, I could not compromise on that decision. , it didn't matter that a general manager didn't like me to walk, move in, that they were upset that the ego was bruised and so on. wasn't there to serve that general manager. I was there to serve all concerned.

Wow. So I had to move in and correct the situation and I simply went in and met with each department and say, alright, let's study where we are on a scale of one to 10. Where is the gap? Let's fill it together. Yeah. What can I do for you? And I was able to correct the situation in a very short time because I mobilized all concerned.

In no compromise, no compromise. I have mobilized, all concerned because it was bigger than you, it was bigger than the GM. It was bigger than the hotels ladies and gentlemens or employees. It was it was involving so many contributors and you can't compromise and you have no right to compromise.