On this episode of Our American Stories, a legend and leader in the hotel world, Horst Schulze has reshaped how service and hospitality are defined in business—standards that have become world famous. Throughout the years he worked for both Hilton Hotels and Hyatt Hotels Corporation before becoming one of the founding members of the reinvigorated luxury hotel chain, The Ritz-Carlton, in 1983. Here’s Horst Schulze with a short story about how excellence wins—or the lack of it will cause you and your work environment to lose.

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