Alain NAJAR, MBA, CHE, EFQM assessor

Master in Business Administration (MBA)
with Cum Laude
Business School Lausanne (BSL) – Switzerland
Accredited by the Association of Collegiate Business Schools and Programs (ACBSP)

Excellence-Driven Management Consultant Dedicated to Helping Businesses / Your Success, Our Passion – Enhancing Your Bisiness Together

Consulting Experience

1992 – Present: PROFESSIONAL CONSULTANT at Najar Hospitality Consulting
  • Operational Expertise: Completed 10 days hotel audit (Hilton) (3 days mystery shopper-7 days audit with strategic recommandations to enhance revenue and control cost)
  • Operational Expertise: Hotel opening in Azuga-Romania, including SOP development and staff training
  • Professional continuous education: 5 days continuous training for SERENA Hotels in Kenya on “Enhancing Restaurant Success: Overseeing Quality, Adding Value, and Fostering Innovation in Small to Medium-Sized
    Establishments”
  • Hotel and Staff Excellence: Trained hotel personnel in Gubbio and Castello di Postignano,
    Italy, focusing on team building, empowerment, and leadership
  • Quality Assurance: Performed mystery shopper evaluations for Kempinski Hotels under LQA
    standards
  • Global Certification: Led the certification of EHL network schools in Nepal, Jordan,
    Lebanon, China, Singapore, Morocco, Saudi Arabia
  • Financial Oversight: Conducted financial audits, notably for a prestigious restaurant in
    Geneva
  • International Training: Provided continuous professional development across key global
    markets including Kenya, Bangkok, Egypt, China, UAE, India, Mexico, Antigua, Saudi Arabia, Israel,
    Croatia, Greece, and Romania
  • Strategic Market Analysis: Executed market feasibility studies and procedural analyses for
    various clients, including an anonymous Italian fast-food company
  • Educational Initiatives: Conducted market studies for the establishment of a hospitality
    school in France

Educational Expercience

Award-Winning Educator: Honored as the best teacher for the year 2017-2018
1992 – June 2021: ECOLE HOTELIÈRE DE LAUSANNE – SWITZERLAND – Senior Lecturer
  • Curriculum Development: Designed and delivered courses on customer experience, service
    quality, restaurant management, and total quality management
  • Program Coordination: Oversaw annual programs, managing student teams and coordinating
    with approximately 70 faculty members
  • Student Mentorship: Provided guidance and coaching, facilitated crisis management, and
    acted as a liaison between students and administration

Hospitality Experience

1990 – 1991: PULLMAN INTERNATIONAL MAADI – CAIRO – EGYPT
  • E.A.M in charge of F&B, successfully launched a bar
1989 – 1990: SHERATON HOTEL DAMASCUS – SYRIA
  • E.A.M in charge of F&B
HILTON INTERNATIONAL: 11 Years of Distinguished Service
  • – 1988: HILTON INTERNATIONAL MADAGASCAR
    • F&B Manager, repositioned the restaurant as the region’s best
  • 1981 – 1983: HILTON INTERNATIONAL DUBAI – UNITED ARAB EMIRATES
  • 1979 – 1981: HILTON INTERNATIONAL KUWAIT
    • F&B and cost controller
  • 1978: HILTON INTERNATIONAL ISTANBUL – TURKEY
    • Marketing and Front Office internship

Education

1979: EHL HOSPITALITY BUSINESS SCHOOL – SWITZERLAND

Additional Training

2005: Professional Development at Cornell University

2003: MBA with Cum Laude, Business School Lausanne (BSL), accredited by ACBSP

2002: 14-day orientation internship at MARK HOTEL New York (Mandarin Oriental Group)

2001: EFQM Assessor training

1992 – 1997: Various pedagogical training including Swiss HES and American CHE

Languages

French, English, Turkish (read, written, and spoken) – Basic Italian

Conference Moderator & Speaker

  • Hospitality conference in Rimini-Italy
  • Conference speaker in Las Vegas
  • Hotel Forum London
  • National Service Competition, Mexico
  • FCSI Europe Annual Congress on Quality Management, Malta
  • FCSI International Annual Congress on Restaurant Trends, Vancouver
  • FCSI Europe Annual Congress on total Quality Management, Milan
  • Selected teacher for final graduation speeches at EHL

Publications

Award-Winning Expertise: Recipient of the 2005 FCSI “Best Article” award for “Service and
Disservice”

Featured in CustomerThink
  • 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)
Featured in EHLITE MAGAZINE – The magazine of creativity and innovation of the Ecole hôtelière
de Lausanne
  • Targeting the family market (2009)
  • Hospitality in all its forms (2007)
  • Behind Loyalty Programs (2007)
  • Christmas – Family Magic or Commercial Trap (2006)
  • Integrating Spa and hospitality (2006)
  • Price, Luxury, and Value Creation (2005)
Featured in Hotel Year Book
  • Marketing to children in hotels (2010)

    Memberships

    • Swiss Association of Executives – Swiss Leaders
    • Active member of the Lions Club Lausanne Epicurien
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