Valuetainment “I’m Working For Barbarians” - Ritz-Carlton Founder REFLECTS On His Culture Shock In America
Feb 21, 2026
Horst Schulze, co-founder of The Ritz-Carlton and hospitality pioneer, shares his culture shock arriving in America and early work as a waiter. He recalls lessons from Hilton and Hyatt that shaped service systems. He also describes Stephen Covey’s push to write and the emotional reason behind his book. Short, candid stories about leadership, culture, and career turns.
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Culture Shock In Houston
- Horst Schulze arrived in Houston from Hawaii and was shocked by the heat and lack of tableware for fish.
- He concluded, "I'm working for barbarians," and left for San Francisco to work in restaurants and hotels.
Journey From Restaurant To Big Hotels
- After leaving Houston, Horst took a bus to San Francisco and worked in a French restaurant before returning to hotels.
- He then worked at Hilton and later joined Hyatt, seeking better systems and service standards.
Processes Trump Polished Etiquette
- At Hilton Horst learned that effective organizations rely on processes and systems, not just etiquette.
- He realized every effort must have a repeatable process to deliver consistent results.
