“I’m Working For Barbarians” - Ritz-Carlton Founder REFLECTS On His Culture Shock In America

Key Concepts

• Cultural Beliefs & Adaptability: The initial experience in Houston highlights the importance of questioning ingrained cultural assumptions and adapting to new environments.
• Process & Systems in Hospitality: The Hilton experience emphasized the value of structured processes and organizational systems in hotel management, contrasting with a focus solely on traditional etiquette.
• Leadership & Influence: The relationship with Stephen Covey and his impact on the speaker’s decision to write a book underscores the power of mentorship and the importance of influence built on personal presence and thoughtful action.
• The Importance of Detail: Covey’s philosophy, as relayed, stresses that meticulous attention to detail and genuine presence are crucial for success and influence.

Early Career & Cultural Adjustment

The speaker recounts beginning his hospitality career with Hotel Corporation of America (later Sonesta) in Houston, Texas, in the late 1970s. His initial experience was marked by significant cultural shock. Having previously lived in Hawaii and worked in “the finest hotels in the world” (likely in Europe, as noted by another speaker), he was unprepared for the Houston climate and what he perceived as a lack of formal dining etiquette. Specifically, he was surprised and dismayed by the absence of fish knives and forks when serving a fish dish, leading him to initially characterize the environment as “barbaric.” This experience prompted a critical self-reflection on the rigidity of his own cultural beliefs and the need for adaptability. He ultimately decided to leave Houston, traveling by bus to San Francisco to pursue opportunities in both restaurants and hotels.

Hilton & the Value of Process

Following his time in San Francisco, the speaker joined Hilton, remaining with the company for nearly four years, with a period at “The Club” interspersed. His time at Hilton was pivotal in shifting his perspective from solely focusing on traditional service standards to appreciating the importance of operational processes and organizational structure. He learned about catering sales and the systematic approach required for effective management. He noted a contrast between Hilton’s focus on systems and his earlier training, where “everything had to be 100% correct” in terms of etiquette. He realized that “every effort has to have a process,” a foundational principle that informed his later career.

Hyatt & Building a Reputation

The speaker identifies Hyatt as the hotel chain where he “made a name for himself.” However, his first book was not written during his tenure at Hyatt. Instead, the impetus for writing came after his retirement and through a strong relationship with Stephen Covey.

The Influence of Stephen Covey & Book Publication

The speaker’s book was conceived following a persistent urging from Stephen Covey, author of The 7 Habits of Highly Effective People. Covey repeatedly encouraged the speaker to document the accomplishments achieved during his time with Ritz-Carlton (mentioned as a future association). The speaker recounts a particularly impactful phone call where Covey expressed his disappointment that the book hadn’t been written, stating, “You still have not written your own people to write your book.” He made the speaker promise to write it. Tragically, Covey passed away shortly after this conversation, prompting the speaker to fulfill his promise as a tribute, stating, “Stephen I write a book for you now.” Covey had also expressed a desire to write the foreword for the book. The speaker acknowledges the profound impact of Covey’s work, particularly The 7 Habits and The 8th Habit, describing Covey as “one of a kind” and “very unique.”

Covey’s Philosophy on Success & Influence

The speaker relays key tenets of Covey’s philosophy, emphasizing that “success is built on how you think” and “influence is built on how you show up.” He highlights the importance of attention to detail, stating, “Every detail matters because presence speaks before you do.” This is presented as being “more than style,” suggesting a deeper emphasis on authenticity and intentionality. The concluding statement, “The future looks bright,” offers a positive outlook.

This transcript focuses on the early stages of the speaker’s career and the formative influences that shaped his professional philosophy. The narrative emphasizes the importance of adaptability, the value of structured processes, and the profound impact of mentorship and leadership.