“Come To Create Excellence” - Ritz-Carlton Founder RECALLS The Lesson That Defined His Career

Key Concepts

• Purpose-Driven Work: The central theme revolves around finding and acting upon a higher purpose in one’s work, beyond simply fulfilling a function.
• Excellence & Intent: The importance of striving for excellence not as an end in itself, but as a manifestation of a deeper intent or purpose.
• Discipline & Structure: The influence of a German upbringing emphasizing order, precision, and high standards.
• Service & Hospitality: The foundational role of genuine service and creating well-being for others, particularly in the hospitality industry.
• Self-Definition: The power of defining oneself based on internal values and principles, regardless of external circumstances.
• Holistic Value Creation: The necessity of a vision benefiting all stakeholders – owners, employees, customers, and society.

Early Life & Parental Influences

The interviewee’s upbringing was significantly shaped by his parents. His mother provided unwavering love and positivity, consistently expressing her affection – reportedly telling him “I love you” ten times a day. This fostered a strong emotional foundation. His father, however, was a demanding figure who instilled values of hard work, precision, and integrity. He enforced a strict rule of silence unless one had something meaningful to contribute, mirroring the atmosphere of both wealthy and impoverished households. This discipline, potentially rooted in German cultural influences, emphasized doing everything “right.” He references Dietrich Bonhoeffer’s work, specifically the concept of reserved communication within a wealthy family, as a parallel to his own upbringing. While he embodies his mother’s positive attitude, he acknowledges inheriting his father’s intensity and dedication to thoroughness. He left home at 14.

The Apprenticeship & The Head Waiter’s Impact

At age 14, the interviewee began an apprenticeship at a hotel in Germany. The General Manager was considered an authority figure, but it was the Head Waiter who profoundly impacted his life. The Head Waiter delivered two pivotal sentences: “Tomorrow show up at 7:00 a.m. If I meant 1 minute after 7, I would tell you,” and “Don’t come to work tomorrow. Come here to create excellence.” The first emphasized precision and the importance of meaning what one says. The second, initially misunderstood, ultimately became a guiding principle. This mentor’s influence spanned three and a half years, shifting the interviewee’s focus from merely fulfilling a function to pursuing a “high intent.” He learned that the function of serving food and beverage should be driven by the intent to instill well-being in people. He now prioritizes hiring individuals based on purpose rather than simply filling roles, believing it’s “immoral” to hire solely for functional purposes.

German Discipline & Early Hospitality Experiences

The interviewee highlights the intense discipline prevalent in Germany, recalling his experience living near Nuremberg in 1989-1990 as being akin to a military environment. He notes that even today, German soccer coaches are perceived as more demanding than their Spanish counterparts. Following his apprenticeship, he worked in several prestigious hotels across Europe – in Germany, Belgium, France (including the Plaza in Paris), and London (the Savoy). He served numerous celebrities and political figures, including Sepan (a soccer player), Conrad Arden, Grace Kelly, and the Onases. He observed that these high-profile guests often took the service staff for granted, but he remained unfazed, focused on his purpose.

The Defining Moment & Self-Definition

A pivotal moment occurred during his hotel school training in Germany. While observing a waiter attending to important guests, he realized the guests were proud that the waiter came to them. This sparked a realization: the waiter’s prestige stemmed from his self-definition as a “first-class gentleman.” This insight empowered the interviewee to believe he could define himself as such, regardless of his occupation – even if he remained a dishwasher. He articulated that self-definition is achieved through respect for others, integrity, punctuality, and a commitment to exceeding expectations.

The Ritz-Carlton & Purpose-Driven Leadership

The interviewee’s decision to join Ritz-Carlton, despite having a secure position with “golden handcuffs,” was driven by a desire to create the “finest hotel company in the world.” However, he emphasized the importance of ensuring that this purpose benefited all stakeholders: owners, employees, customers, and society. He posed the critical question: “Would God approve?” If the answer was not a resounding yes, he would not proceed. He stresses that a vision must have value for all concerned, and success is rooted in one’s mindset and how one presents oneself. He believes “influence is built on how you show up” and that “every detail matters because presence speaks before you do.”

Core Principles & Closing Thoughts

The interviewee concludes by reiterating the importance of a purpose-driven approach to work and life. He emphasizes that success is not merely about achieving results but about how those results are achieved. He advocates for a holistic perspective, considering the impact of one’s actions on all stakeholders. He stresses the importance of not complaining about one’s work and finding value in contributing to something larger than oneself. He believes that a bright future is attainable for those who embrace these principles.