CEO, Capella Hotel Group; Founding President, The Ritz-Carlton Group
Horst Schulze is a legend and leader in the service world. His vision has helped reshape concepts of customer service throughout the hospitality and service industries. Under his leadership, The Ritz-Carlton Group was twice awarded the prestigious Malcolm Baldrige National Quality Award—the first and only hotel to win even one such award. In 2015, Schulze delivered an inspiring and practical talk at the Summit, and will be back this year. Schulze provides audiences with successful service-oriented strategies to build and maintain lasting customer relationships that keep them coming back for more.