How Ritz-Carlton’s “Ladies and Gentlemen” Mantra Can Guide Us All Now in Hospitality

I recently had the chance to spend time with Horst Schulze, co-founder of The Ritz-Carlton Hotel Company. While preparing for our conversation, I asked my hospitality industry friends what they most wanted to know. Their top request? The story behind the iconic phrase: “Ladies and Gentlemen serving Ladies and Gentlemen.” I wanted to share Mr. Schulze’s insights with you here because I believe they can apply to you and your own hospitality business.