+ Years in Hotel Management
With over 15 years of experience, we’ve had the privilege of guiding various international hotel chains like Hilton International, Sheraton, SAS Rezidor, and Accor toward excellence. Our approach is rooted in a clear vision, with a commitment to guest Experience.
+ Years in Hospitality Consulting
For more than 30 years, we’ve been committed to providing strategic and transformative solutions that help our clients thrive. We focus on sustainable growth and efficiency, valuing long-term partnerships that ensure success. (Former member of FCSI – Foodservice Consultants Society International).
+ Years in Teaching & Consulting at EHL Hospitality Business School & various other hotels schools
Passionate about shaping the future of hospitality, we have spent over three decades guiding, mentoring the next generation of industry professionals. Our dedication was honored when Alain Najar, received the Best Teacher Award for 2017-2018, reflecting our commitment to nurturing talent and fostering innovation in the field of hospitality.
- Understand Your Customers
- Set Clear Service Standards
- Train, Empower, and Engage Your Staff
- Foster a Customer-Centric Culture
- Consistency is Key
- Anticipate and Address Issues
- Innovate and Stay Updated.
- Be a Learning Organisation
- Use an Evidence Based Decision Making Approach
- Measure and Monitor Performance
- Reward and Recognize Excellence
- Build Long-Term Relationships
Join us on a quest to unlock your business’s full potential while doing what you love! ❤️
Our Vision
We strive to be the preferred consulting company by creating difference and anchoring trust.
Our Philosophy
Our approach lies in bespoke customer service. Collaboration is key to our clients’ success. Together, we find appropriate solutions, view opportunities as sources of change, reasons for reflection, and chances to reposition, improve, and excel.
Our Values – Code of Ethics
Our professional code of ethics ensures we:
- Active member of the Lions Club
- European Foundation for Quality Management Assessor, ensuring highest standards of quality
- Swiss Association of Executives – Swiss Leaders
- CHE – Certified Hospitality Educator
Own Publications
customer THINK
- Importance of Customer Experience (2024)
- Is there a Magic Formula for Customer Satisfaction/Experience? (2024)
- Everything is in the Design (2024)
- Example of a bad customer service recovery (2024)
- Right balance between AI and Human-Centric approach in Leadership (2024)
- Importance of differentiating between Personalization and Customization (2024)
Hotel Asset Management Magazine
- 2018 – How to engineer your menu to attract customers, lower costs & increase profits
EHLITE – The Magazine of Ecole Hôtelière de Lausanne
Hotel Year Book
The Consultant Magazine
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