26 Feb 2018 to 03 Mar 2018
Increasing occupancy rates and revenue by improving customer experience is the aim of modern hospitality organizations. To achieve these results, hotel managers need to have a deep knowledge of customers’ needs, behavior, and preferences and be aware of the ways in which the services delivered create value for the customers and then stimulate their retention and loyalty.
Most organizaions today recognize the importance of improving customer service to differentiate from the competitors.
In this programme you will be introduced to techniques to create and measure value in Hospitality.
There is a 5 modules options of 2 days which combine different knowledge, competencies and Mindset. Each module combines interactive lectures, case studies and hands-on exercises.
She studied at the university of Lausanne and holds a master in Finance from HEC Lausanne (1990). She joined UBS in Geneva and has obtained a Wealth management and financial analyst degree after one year of training internally within UBS. Before starting her academic career, she worked for many years in the banking industry. As a portfolio manager at UBS in Geneva, her duties involved investment decisions on financial markets. As a Financial Analyst in Dubai, her field of expertise included the analysis of the North American stock market. She has taught at the Ecole hôtelière de Lausanne for many years. She teaches Financial Accounting in the first semester of studies. She has a passion for the subject that she teaches and for transmitting her knowledge to the younger generation. Her aim is for the students to recognize the real world connections of the topics taught in class, to draw relations between events and to understand the forces of cause and effect. The combination of her past experience in the financial world with the pedagogical training acquired throughout the years at the Ecole hôtelière de Lausanne has enhanced her interactions with the students through up to date cases.
Maya GharbiSenior Lecturer at Ecole Hôtelière de Lausanne more infos
Alain Najar is Senior lecturer at Ecole hôtelière de Lausanne (EHL), Switzerland, since 1992. He is an alumnus of Ecole hôtelière de Lausanne, holds on MBA from the Business School Lausanne, is a Certified Hospitality Educator (CHE) and an official assessor of European Foundation for Quality Management (EFQM). His industry experience spans 13 years with international hotel chains worldwide. His area of expertise includes F&B management, F&B control and finance, quality management, HACCP, auditing, concept development, marketing and innovation. Alain regularly delivers Executive Education programs for LHC. Alain also writes articles and in October 2008 he received the “Best Article by a Consultant Member” award, delivered by FCSI (Foodservice consultant Society International, for his article “Service and Disservice” published in the Consultant magazine.
Alain NajarSenior Lecturer of Food and Beverages at Ecole hôtelière de Lausanne more infos
Pierre Verbeke is a Senior Consultant at LHC. He has an extensive career in hotel operations, pre-openings and rebrandings. He is first and foremost an operational person having managed several hotels in Belgium and having set up many pre-opening teams in different countries. He also has gained a wealth of experience opening hotels for a large Hotel Operator in various European, North African and Eastern Europe countries. He is particularly at ease with project management and knows how to deliver the highest quality of service within the agreed timeframe.
Pierre has experience with leased, managed and franchise properties and understands the various demands from owners, investors, operators within the different projects. Pierre is an alumnus of Ecole hôtelière de Lausanne. He speaks Dutch, French, German and English, with some notions of Spanish.
Pierre VerbekeSenior Consultant at Lausanne Hospitality Consulting more infos
Olivier Verschelde. Prior to joining Lausanne Hospitality Consulting Olivier has been involved in managing a new boutique hotel & spa project near Paris as well as taking the lead in the development of several food and beverage outlets from conceptualization to start-up. One of these being a gastronomic restaurant which received its first Michelin Guide star five months after its initial opening. Olivier graduated from the Ecole Hôtelière Lausanne in 2003 and has been building up his knowledge of operations in hospitality industry ever since. He confirmed his expertise in managing projects by obtaining a Project Management Professional (PMP) certification in 2012. He has worked several years on high profile projects within Europe and has consequently a good understanding of both the local and national market. His is a native Dutch speaker and also speaks in English, French, German as well as Spanish. He’s always on the lookout to apply the latest in technological advancement within the industry to current projects.
Olivier VerscheldeSenior Consultant at Lausanne Hospitality Consulting more infos
Dr Ray F. Iunius is the author of various academic and professional articles published by journals in the management of services, technology, and innovation. He is also the author of a number of books such as « Industrie de l’accueil », « Hôtellerie de Luxe », « La gestion des spas », “Un Hôtel, un modèle ?” in de Boeck editions and co-author of the “Lausanne Report on the future of Hospitality Industry.”
He is the founder of the Ecole hôtelière de Lausanne Institute of Technology and Entrepreneurship (EHLITE), the Institute for Innovation and Entrepreneurship (INTEHL), the Students Business Projects (SBP), the EHLITE magazine, and the Chair of Innovation Paul Dubrule.
Ray earns a BSc, MS and PhD in Technical Sciences from the University of Transylvania Brasov and an MBA and PhD from the Faculty of Business and Economics (HEC) of the Lausanne University. He is currently Director of Business Development at Lausanne Hospitality Consulting, an Ecole hôtelière de Lausanne and Swiss Hotel Association company.
Ray IuniusDirector Business Development at Lausanne Hospitality Consulting more infos
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