Horst Schulze

And it seemed to me when I listened to other companies, not hotel companies, there seems to be a lack of understanding that it's all about human beings.

There are two groups of human beings when you're in business.

The one group is your customer.

The other group is your employees.

So how do you... And both groups have emotions, thoughts, wishes, dreams.

Yet they're not taken into account by those that run companies.

I have to take into account.

I have to know what is my customer's expectation from my product.

What would they expect from me?

And then I have to know.

As a good manager, I have to create processes, systems and controls, so I deliver the expectation of the customer, hopefully superior to my competition.

But it only can be superior if I'm also a leader, not just a manager, and lead my people to want to do that.

This can only be done if my people are working for the same purpose.

There's purpose.

And I still believe, I said that again, it's not a job that's the biggest gift a company can give you.

The biggest thing a company can give you is purpose.

Purpose and belonging.

You felt you didn't have that at Hyatt?

I felt that wasn't managed well.

We still just hired people and then sometimes decided that employee is not good.