The Pursuit of Excellence in Hospitality

Horst Schulze's assertion that "In hospitality, there's no such thing as 'good enough.' There's only 'better than yesterday' and 'not good enough yet'" invites us to reconsider our understanding of excellence. This perspective emphasizes a relentless pursuit of improvement, suggesting that the journey toward service excellence is never complete. In a world where mediocrity often prevails, Schulze's words challenge us to elevate our standards, not just for ourselves but for those we serve.

By framing excellence as a continuous journey rather than a destination, Schulze urges us to cultivate a mindset that values growth and learning. This approach is particularly relevant in the hospitality industry, where the nuances of service can profoundly impact the experiences of others. In embracing this philosophy, we not only enhance our own capabilities but also contribute to a culture of care and attentiveness that can transform the way we interact with the world.

The image / the metaphor

The imagery in Schulze's quote evokes a landscape of ongoing development, where the terms "better than yesterday" and "not good enough yet" serve as markers on a path of continuous improvement. The verbs "better" and "good enough" suggest a dynamic process rather than a static state, inviting us to engage in a dialogue with ourselves about our performance and intentions. This metaphorical journey implies that each day presents an opportunity to refine our skills and deepen our understanding of what it means to serve others.

Diving deeper into this metaphor, we can envision hospitality as an art form, where each interaction is a brushstroke on the canvas of human connection. The notion of "better than yesterday" encourages us to reflect on our past experiences, learning from them to enhance our future engagements. In this way, hospitality becomes not just a profession but a craft, one that requires dedication, creativity, and a commitment to excellence that evolves over time.

In the speaker's tradition

Schulze's insights are deeply rooted in the tradition of hospitality, which emphasizes the importance of service and care for others. This tradition resonates with concepts such as dharma, which speaks to one's duty and purpose in life, and kenosis, the idea of self-emptying for the sake of others. In hospitality, the act of serving transcends mere obligation; it becomes a sacred practice that reflects our commitment to the well-being of those we encounter.

In his book, "Excellence is a Habit," Schulze draws upon the principles of service excellence that align closely with the teachings found in various spiritual traditions. For instance, the concept of bhakti, or devotion, highlights the importance of selfless service as a means of connecting with others. Just as bhakti encourages practitioners to serve with love and dedication, Schulze's philosophy invites us to approach hospitality with the same fervor, recognizing that each interaction is an opportunity to embody excellence.

Living the teaching

Consider a modern scenario in which a hotel staff member encounters a guest who is visibly distressed. In this moment, the staff member has the choice to either provide a standard level of service or to strive for something greater. By embracing Schulze's teaching, the staff member can choose to engage with the guest empathetically, asking questions and offering support that goes beyond the expected. This commitment to being "better than yesterday" not only enhances the guest's experience but also fosters a deeper connection between the two individuals.