Horst Schulze

But they tell me they make a lot of money.

Oh, well, because when you came in, you were taught, and everybody understands the very minimum.

Everybody goes through orientation, and managers go through special orientation.

I gave every manager a leadership session.

The way our teaching worked...

beautifully because we were, mind you, we started with no hotel.

So every hotel we had was either new or take over.

I got it.

I opened every hotel.

I also knew all employees knew me.

It wasn't them.

It wasn't them in the corporate office.

You have to overcome the them.

Because if I don't know you up there in my insecurity, I will blame you what is wrong.

up there, because if I don't make it, if I can't live up by the rules, it's your fault, but they knew me.

That's why the big thing that happened in Ritz-Carlton is the empowerment piece, which was a nuclear explosion in all businesses when I said I empower every employee to make a decision up to $2,000 if a guest has it.

But I could do that.

First of all, we did that very carefully.

I didn't just say it.

We taught.