How has the move toward providing personalized service affected the luxury hotel market?


Horst Schulze (Author & Founding President and COO, Ritz Carlton)

Horst Schulze comments on the growth of personalized and individualized services and products across all industries. He points out that this can be very challenging in some industries but just makes sense in the luxury hotel market. Schulze points out that the goal in the luxury hotel market is to respond to guests as individuals and to exceed their expectations and needs.


About Author

Horst Schulze

Author & Founding President and COO, Ritz Carlton

As founding president and COO of Ritz-Carlton, Horst Schulze established a new standard of excellence in his industry. He energizes organizations to reconnect with their service commitment. Horst is the author of Excellence Wins: A No-Nonsense Guide to Becoming the Best in a World of Compromise.

Interviewed By

Vaishali Jain

Vaishali Jain

Sarder TV Journalist, and Former Bloomberg TV Journalist

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