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Hospitality Operations Management

19 Nov 2018 to 24 Nov 2018

In a more complex world where competition is tight and where profit maximization is key for shareholders, managers must be experts in taking decisions and monitoring operations, sometimes with limited information and resources, and still being able to forecast the consequence of their choices. Operations management in hospitality may vary from different aspects. Whether this is the size of the business, or how the processes are respected, or which business strategies are used.

Insights on the critical steps and time-path of hospitality operations

It is crucial to discuss the impact of the managers’ decisions on the everyday operations. Moreover, with discussions on pricing decisions, demand forecasting, and distribution channel management will be help in order to give an opportunity to explore the dynamic changes and the latest trends in electronic commerce in social media strategies with regards to Revenue Management, Small and Medium sized Hotels, and Opening hospitality business.

We have designed a programme of 3 modules in order to acquire a general understanding of the hospitality operations management, which includes the following:

  • Applying Revenue Management for your business: understand the principles and tools required to develop RM strategy
  • Managing Small and Medium sized Hotels: identify the challenges faced by leaders, operators, and managers in the areas of strategy, human resources, technology, and finance among others.
  • Opening Hotels and Restaurants: identify the critical path of a Hotel and Restaurant pre-opening and opening phase and understand the roles and the importance of each party involved and their effect on the ultimate success of the property

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This Programme is part of the Career Development Programmes

Customize your programme according to your schedule and your needs.

Hospitality Operations Management November 19th to 24th, 2018

Nov 19
Nov 20


Nov 21
Nov 22


Nov 23
Nov 24
  • Professors

  • Learning objectives

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 Najar

Senior Lecturer of Food and Beverages at Ecole hôtelière de Lausanne

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Dr. Cindy Heo is an assistant professor of revenue management at EHL. She received her doctorate from Temple University in the U.S. Prior to joining EHL, she taught Revenue Management course at the Hong Kong Polytechnic University. She has delivered custom executive education programs on Revenue Management in Asia, Middle East, and Europe.

Dr. Heo is a recipient of numerous research awards including Best Paper Award from APAC CHRIE conference and ICT Young Scientist Award. Her scholarly research and industry consulting focus on the core strategic elements of Revenue Management. Prior to joining academia, she had extensive industry experience in the hospitality and tourism fields.

Cindy Heo

Assistant professor of Revenue Management at Ecole hôtelière de Lausanne

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Marc Stierand, PhD, is an Assistant Professor of Service Management and a fellow of the Lausanne Hospitality Research Center both at the École hôtelière de Lausanne. His research focuses on managerial and organizational cognition and management education and development, with particular interest in personal and team creativity, intuition, and talent. Marc has authored several papers in diverse outlets including Management Learning, the Journal of Creative Behavior, Creativity and Innovation Management, the International Journal of Contemporary Hospitality Management, and the Handbook of Research Methods on Intuition. He serves on the Editorial Board of the Journal of Contemporary Issues in Business and Government and is a steering group member of the Research Methodology Special Interest Group at the British Academy of Management.

Marc Stierand

Assistant Professor of Service Management at Ecole Hôtelière de Lausanne

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A passionate hotelier, Rob Hornman secured his first General Manager position in Jakarta at age 28.

After managing his first hotel for ACCOR, he held various positions, including Vice President Sales & Marketing – Asia; Vice President Global Sales and Business Development at the ACCOR head office in Paris; and Managing Director of Accor Dorint SMARD GmbH in Germany. His last position at ACCOR was Vice President SOFITEL for Central Europe and Eastern Countries.

In 2008, Rob joined Worldhotels, an exclusive global group of then 500 independent upscale and luxury hotels. He was CEO and Managing Director at Worldhotels till mid-2014.
Since 2014 Rob has held various board and advisory positions in Hotel and Hospitality technology related businesses as well as start-ups.

He is co-founder and Chairman of ‘The Hotel Agency’, an agency specialized in value creation for mid-size hotel groups through creation of digital and physical brand concepts.

Also Rob is Product evangelist and advisor of conichi. Conichi is The Hotel App that connects guests and hotels.

Finally Rob has co-founded ‘Talisman-Solutions’ a Portuguese company that uniquely specializes in Hotel Development, Turn-Key hotel construction, interior fit-out and decoration.

Rob holds a close relationship with École Hôtelière de Lausanne, where he was member of the International Advisory Board from 2013 till 2015. Meanwhile he is also acting as facilitator for some of the Lausanne executive training programs.

Rob Hornman

Visiting lecturer for Lausanne Hospitality Consulting

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Jos Jumelet is a Senior Consultant at LHC. He is an operator at heart and has great experience in the field of hotel management. He has experience in leading owned, managed and franchised hotels. He is result oriented with a strong focus on quality. He has also gained experience in the leisure industry, which reinforces his strong knowledge of owner – operator relations. Jos has been involved in hotel selling and acquisition as well as in rebranding. He has additional project experience in hotel renovations, extensions and has overseen clustering activities. Jos is an alumnus of Ecole Hôtelière de Lausanne. He speaks English, French, German and his mother tongue Dutch.

Jos Jumelet

Senior Consultant at Lausanne Hospitality Consulting

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  • Understand industry trends and major issues impacting the foodservice industry
  • Grasp profit maximization techniques by identifying important KPI’s and how to optimize cost and revenue
  • Recognize the principles of Revenue Management to enhance profitability
  • Describe the benefits of Revenue Management
  • Explain the impacts of strategic and operational Revenue Management decisions on the financial performance
  • Identify lost revenue opportunity


  • Develop physical and non-physical rate fences for services
  • Use revenue optimization techniques which are suitable for decision making
  • Apply the principles of capacity management and duration control to various service sectors
  • Establish a foodservice control system for small and medium-sized restaurants
  • Detect factors that affect productivity, quality and profitability
  • Apply menu engineering principles and procedures important for monitoring the food and beverage production process
  • Develop plans for operational efficiencies
  • Implement and execute on strategic plans
  • Develop and implement marketing and human resource management systems


  • Recognize the need to balance quality and quantity
  • Create a quality and performance oriented mindset
  • Value the diversity of work of all parties involved
  • Enjoy the success of a successful opening
  • Interactive lectures with real-life examples and use of different multi-media tools
  • Group work including a final group presentation
  • Develop and improve decision-making skills
  • Adopt proactive out of the box approach to problem solving

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