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.
Karen Earl Erpelding is an EHL graduate, and holder of an MBA from the University of Strathclyde, Scotland. Her industry experience ranges from restaurants, hotels and cruise liners to event communication and marketing. Currently Senior Lecturer in Accounting and Finance at EHL, she has also previously taught business economics, management control and cost accounting. She coaches numerous Student Business Projects in a wide variety of industries, as well as providing support numerous to start-ups in EHL’s business incubator. Karen has also been involved in consulting and training missions for EHL, both in Switzerland and overseas.
Karen Earl ErpeldingSenior Lecturer in Accounting at Ecole Hôtelière de Lausanne more infos
Prof. Prashant Das serves as an assistant professor of real estate finance at Ecole hôteliere de Lausanne. He served on engineering and managerial roles with several multinationals. He has earned four international best research paper awards and a teaching excellence award. Having published 9 peer-reviewed scientific papers and a book, he has taught graduate and undergraduate level courses in three continents. He has been covered by electronic and print media and often writes op-eds and articles for popular press. In his free time he likes to paint with oil on canvas, and sculpt in wood and clay.
Prashant DasAssistant Professor of Real Estate Finance 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
Wei is a Senior Consultant at Lausanne Hospitality Consulting. He has assisted many international organizations in the service sector, such as luxury goods company, insurance and banking, in designing and delivering tailored training programmes to enhance their customer service excellence and experience. His role also involves in developing hospitality learning centres around the globe and ensure sustainable growth and competitive advantage of each institution.
Prior to LHC, he worked in the hospitality industry in Argentina and Switzerland and also collected experience in the education sector. Wei was responsible for talent sourcing for Ecole hôtelière de Lausanne, recruiting young future leaders for the hospitality industry.
Wei is a life member of Clare Hall, a constituent and graduate college of the University of Cambridge where he obtained his postgraduate degree. He is also alumnus of Ecole hôtelière de Lausanne, and possesses a degree in Hospitality and Restaurant Management from the Escuela Internacional de Hotelería y Turismo CENCAP in Buenos Aires, Argentina.
Wei-Cheng ChenSenior Consultant at Lausanne Hospitality Consulting more infos
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