Horst Schulze, Chairman and CEO, Capella Hotel Group; Founding President and Former COO, The Ritz-Carlton Group Click here for full talk notes on "Creating World Class Service". @elvintorres78  "Leaders have forfeited the right to make excuses!" @WillowCreekCL  We don't hire people in our organization, we select people and caring is part of the profile. @DanLovaglia  "Service... Continue Reading →