Paces Consulting and Master Connection Associates form
The Learning Institute. Led by Hospitality Industry
gurus, Horst Schulze and Cindy Novotny, West Paces
Consulting and Master Connection Associates have formed
a Strategic Alliance to expand the scope of services
each provides by forming The Learning Institute. Mr.
Schulze is best known for creating
The Ritz-Carlton Hotel Company, recognized as the
finest service delivery organization in the world. Ms.
Novotny is internationally recognized as the preeminent
expert in sales and leadership in the hospitality
industry. Based on both organizations success working
together in the hotel industry and equal success outside
the industry, forming The Learning Institute (TLI) was a
TLI will provide consulting and training services to
organizations interested in improving performance
measurably in Leadership, Service, Sales and
Operations/Organizational Development. Specific areas of
expertise include Strategic Planning, Total Quality
Management and Malcolm Baldrige National Quality Award
The Learning Institute believes in the passionate
pursuit of excellence and financial success with honor
and integrity. These core values create an environment
of trust and respect with, and between our clients,
partners and associates.
- Leadership: TLI
will help to create a high-performance environment
through leadership systems and processes where the
passionate employees take ownership of their work.
Leadership consulting and training that identifies
the key requirements of employees, customers, and
management/ownership and forms them into measurable
results producing assets.
- Service: TLI will
direct and assist any organization that wants to
recognize how to provide excellent service. We show
how to determine appropriate standards and create
reliable systems to measure the impact of your
service. An internal measurement system is an
invaluable tool to assess the performance results of
your service delivery system.
- Sales: TLI can deliver
custom designed sales training that produces
measurable results. Identifying how to prospect for
new business, increase market share and negotiate to
close the tough business while developing a customer
for life is a specialty of TLI. While at
Ritz-Carlton, Horst Schulze partnered with Master
Connection Associates to develop one of the finest
sales organizations in the world ranking in the top
25 by Sales & Marketing Magazine.
Establishing a strategic plan for the company and
aligning the company behind the plan creates the
foundation on which the organization will function.
Understanding the importance of defining the values
and integrity of management practices in that
organization will further support that foundation.
TLI will develop a plan that includes the steps to
ensure that the operating processes are in full
support of the mission, the vision, and the
objectives of the organization.
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Setting the standard for both elegance and market
brand identification, Horst Schulze revolutionized the
hotel industry with the visionary rebirth of The
Ritz-Carlton Hotel Company.
- Visionary: As president and COO of The
Ritz-Carlton Hotel Company, Horst Schulze ushered in
a new world of elegance and personal service. A man
of rare ability and vision, he created legions of
loyal customers by raising the bar for customer
service expectations to previously unimagined
- Recognized and Honored Leadership: Under
his direction, The Ritz-Carlton won an unprecedented
second Malcolm Baldrige National Quality Award.
Schulze himself was named "Corporate Hotelier of the
World" by HOTELS magazine and was awarded the
Ishikawa Medal for his contributions to the quality
- The Future: Currently chairman, president
and CEO of The West Paces Hotel Group and West Paces
Consulting, Schulze is developing a new standard in
luxury hotels and creating an unmatched tier of
customer service and loyalty. A charismatic leader
and entrepreneur with an intimate understanding of
market demands, Schulze knows how to inspire
customer-based success in every industry and at
An unparalleled enthusiasm, demand for excellence and
candid delivery make Cindy Novotny one of the most
sought after speakers anywhere.
- Radical Mentor: Cindy Novotny is recognized
by Training & Development Magazine as one of the 9
most powerful speakers and a "Radical Mentor" to
thousands of followers around the world. Her no
nonsense approach to individual performance
excellence provides a motivational message with
specific take aways for people to change their
behavior for the better.
- Founder of MCA: Cindy founded MCA in 1989
and since its inception, the organization has
developed a diverse client base, serving customers
in the hospitality industry, real estate,
development, associations, law firms,
medical/pharmaceutical among many others. MCA offers
results producing consulting and training in the
areas of Sales, Leadership and Customer Service.
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MCA's work has contributed to The Ritz-Carlton Hotel
Company earning the distinction of winning two Malcolm
Baldrige National Quality Awards for Service Excellence
as well as being named one of the top 25 sales
organizations as recognized by Sales & Marketing
Magazine. MCA has helped Alston & Bird Law Firm become
number two on the Fortune Magazine 100 Best Companies to
Work For list.
Leonardo Inghilleri is a recognized expert in the
service and hospitality industry and a well-known
speaker in the area of organizational effectiveness,
service excellence, business innovation, process
management and human resources practices.
Leonardo is the Managing Director of West Paces
Consulting LLC, a subsidiary of the West Paces Hotel
Group, formed in 2002 by several former leaders of The
Ritz-Carlton Hotel Company. WPC is a business
consultancy focused on assisting service-oriented
companies in maximizing their capabilities and
effectiveness by designing, deploying and implementing
new business strategies and models.
Prior to WPC, Leonardo served as Senior Vice
President, Brand Executive for BVLGARI Hotels & Resorts
from January 2001 to October 2003. In this capacity, he
has been responsible for the successful development and
launch of this new luxury hotel brand, a joint venture
between Marriott International/The Ritz-Carlton Hotel
Company and the famous Italian jeweler BVLGARI. Leonardo
joined The Ritz-Carlton in early 1994 as Senior Vice
President of Human Resources. As a member of The
Ritz-Carlton Corporate Steering Committee, Leonardo
played a significant role in the success and
accomplishments of the Company during a time of many
changes and tremendous growth. Among the accomplishments
is an unprecedented second winning of the Malcolm
Baldrige National Quality Award in 1999. Other
highlights of his leadership include the creation of The
Ritz-Carlton Learning Institute and The Ritz-Carlton
Prior to The Ritz-Carlton, Leonardo worked for The
Walt Disney Company in Orlando and Paris as part of the
executive opening team of Euro Disney Resort, Paris, and
has held several management positions within the travel
and hospitality industry in Italy, England and the
"A Day With the Masters": A Unique International
How to Improve Leadership, Customer Service and Sales
Performance in your Organization.
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