Affiliate Member of the World Tourism Organization (UNWTO)
With support from the Federal Department of Economic Affairs, Education and Research (EAER), URPEAK Sàrl has become an Affiliate Member of the World Tourism Organization (UNWTO). This joint collaboration has been established to promote sustainable development in...
Assessing Training Needs
The results of a study by Dr. Steffen P. Raub suggests that full-time employment and organizational insider work status have a direct impact on employee job satisfaction and lower turnover. In his research, the author observed that “employees who feel that they are...
Handling Customer Complaints at Luxury Hotels.
I recently came across a review on a luxury hotel in Switzerland which made me think about the possible solutions in this unfortunate situation. At first look, it is clear that many luxury hotels have strict rules that help distinguish them from other hotels and that...
Cost-Benefit Analysis of a Training Program
What should hospitality organizations do to better prepare their younger managers for leading multigenerational teams?
Due to increasingly diverse demographic profiles, it is common to find a young supervisor in a hotel department managing a team including older employees. The situation where multiple generations are expected to interact effectively is not always strategically...
Do you manage the reputation of your hotel? Or do you even know what is it and how to do it?
To get informed on a hotel prior to the reservation, most of your clients are turning to online reviews. Such reviews can have a big impact on the success or failure of your business. Therefore, monitoring online customer feedback and addressing any damaging content...
Do you know the main reason why guests never return to a property? The guests are dissatisfied with the guest services.
Dissatisfied guests tell their friends, family, and casual acquaintances about their poor experience in the hotel. Stories about poor service reduce revenue. However, in contrast, stories describing excellent and considerate service is an extremely effective marketing...
Because of your superior technical skills, you have been promoted to supervisor. Now what?
As a new supervisor, you must develop new skills, such as human relations and strategic thinking. In this new role, you have a broader range of responsibilities and must interact with many more people, such as suppliers, guests, management, labor unions, government...
