Horst Schulze

That shows you how silly we sometimes have beliefs, our beliefs that we set because the culture is sometimes very silly.

We have to look into it.

So I left there, took the bus to San Francisco, worked in San Francisco, started in a restaurant, but then I worked back in a hotel because I wanted hotels and worked for Hilton and afterwards joined Hyatt.

With Hilton, I was not long there, but then I went to the club and back to Hilton.

I was with Hilton for nearly four years.

Well, process of what you do or the organization.

Because I worked for a while in catering, selling, how you are organized to sell and so on.

So I learned, but not traditional service because we have kind of all forgotten what is table etiquette and so on.

I learned that when I was a kid, believe me, that made a deal.

Everything had to be 100% correct.

But in Hilton, it was working and systems.

I realized that every effort has to have a process.

Started learning that, and then I joined Hyatt.

Yeah, yeah.

No, I read that basically after I retired.

The book was written.

I became quite good friend with Stephen Covey.

And Stephen was urging me to write a book about what we had accomplished with Ritz-Carlton.

And he told me and I didn't do it.

And he kept on telling me.