Today, we're learning from Horst Schulze, the legendary co-founder of The Ritz-Carlton Hotel Company, who shares the story behind the iconic phrase "Ladies and Gentlemen Serving Ladies and Gentlemen" - and how it can transform your approach to hiring, training, and creating a purposeful work environment.
The big idea: You define yourself - not society or the role you're working in.
I realized, even if I'm a dishwasher my entire life, I can still define myself as a gentleman.
Why this matters: Embracing the mindset of “ladies and gentlemen serving ladies and gentlemen” is transformative. By viewing yourself and your colleagues as skilled professionals rather than “just servants,” you unlock pride, purpose, and performance in your work. This mindset empowers you and those you work with to deliver exceptional service, creates mutual respect with guests, and opens doors to career advancement. It's all about recognizing the dignity and importance of your work in creating memorable experiences. Embody this philosophy in every interaction, and you'll find it elevates your job satisfaction and the guest experience.
Listen now to my full conversation with Horst on this on the Hospitality Daily Podcast (Apple Podcasts, Spotify)
Put this into action:
Start with yourself: Understand the importance and value of your work as a hospitality professional and use that as motivation to operate with excellence.
Humanize your hiring: Treat candidates as potential partners in your hospitality mission, not just job applicants. Ritz-Carlton’s language - "selecting team members" instead of "hiring employees” - provides inspiration for how this can look.
Create meaningful onboarding: Design an orientation process that emphasizes your values and each role's impact on guest experience.
Lead by example: Embody the "ladies and gentlemen" philosophy in your interactions with staff and guests. Your behavior sets the tone for the entire team.
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-Josiah
