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Hospitality Consulting & Service Excellence

Are you an owner, investor, entrepreneur or company seeking professional advice on strategic decisions or operational challenges?

Pillars of Services

How can we help?

The training and consultancy branch of EHL has been supporting innovation and excellence in the hospitality industry and education since 1976.

Our team of leading subject experts develop applicable, innovative solutions that help businesses, institutions and governments around the world to prepare for future excellence, with a commitment to service culture and quality assurance.

With an all-inclusive approach, we develop applicable, tailor-made solutions infusing Swiss excellence and service culture into organizations with 2 main areas of expertise:

  • Service Culture Implementation

  • Strategic & Operational Consulting for the Hospitality Industry

 

Let's accelerate your projects together.

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Service Culture Implementation

For companies in all industries where customer satisfaction is a key competitive advantage, we provide advisory services based on our hospitality experience to implement a strong service culture. 

We help you define service levels, improve performance and measure service excellence as well as design and deliver training programs in B2B mode to meet the specific needs of your organization.

Discover THE Service Excellence Guide: from Service Design to Service Recovery

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Hospitality Consulting 

Opportunities open and close quickly in today’s fast-changing economy. To make the most of them, you need to identify business opportunities and implement customer-centric development strategies.

Our consultants are subject matter experts in highly specialized fields who can bring your ideas to realization, enhancing your values and vision to impact your performance.

We have positioned ourselves as strategic, long term advisors and have developed signature products satisfying the need of investors of large corporations.

We want to help you achieve your objectives.

Enrich your business transformation with EHL Advisory Services' expert support

Get personalized advice
Our Services

Are you ready  to sharpen your competitive edge?

Results are the key, but we are also concerned about your experience during the project. We therefore cover all the project life cycle to assure you success.

 

Here is how we can help you:

Our Services

Service Culture Implementation

Want to refine and focus your customers' experience and drive results for your business?

We will help you thinking in journeys and emphasizing on quality of the whole experience.

 

What does it include?

  • Analyzing & improving the customer experience
  • Define and create a story to tell
  • Improve quality and value of the service
  • Foster a culture of innovation
  • Fine tune interaction among people & services
  • Install quantitative KPI’s

Looking to create a company culture that puts your customers first?

We will help ntegrate values and behaviors of service culture in the DNA of your organization by implementing it at both levels; strategic and operational.

 

What does it include?

  • Defining the values & mission of the organization
  • Defining the SOPs
  • HR Promise & HR Cycle
  • Education of staff and management
  • Operational and strategic implementation
  • Quality measurement & follow-up

You want to place customer service excellence at the very heart of your business?

We will help you put develop and implement a service activation model to make Service Excellence a reality for your business.

 

What does it include?

  • Hard skill based trainings on customer service
  • Gap analysis to desired service levels
  • Align company values with service levels
  • Implementing the service culture
  • Document all aspects of service culture
  • Evaluation and celebration of achievements

Are you looking for ways to consistently guide all aspects of your customer experience?

We will help you create a brand book that makes it clear to all stakeholders as to how the business will be operated.

 

What does it include?

  • Define the promise to your customers
  • Define the look and feel
  • Explanation on service delivery
  • Clarification on standards of operation
  • Employee profiling
  • Documentation to stakeholders
  • Scalability by duplication of the model

Do you need help in creating a positive work environment and customer experience?

We will help you train your employees on customer engagement through bespoke service excellence trainings and workshops based on world class methodology and program roll out adjusted to your organization.

 

What does it include?

  • Hospitality etiquette
  • My brand
  • Vocational trainings on hard skills
  • Customer service excellence
  • Communicating
  • Effectiveness & self-management
  • Cultural awareness, handling the difference

Did you set service excellence goals for your  company?

We will put in place a unique system to help you assess the level of service delivery in your company. It is used to assess and validate the level and the efficiency of more than 200 services to help you reach your service excellence goals.

 

What does it include?

  • Mystery shopping
  • Measuring effectiveness
  • Analysis and follow up
  • Implementation of action plan
  • Move the organization to the next stage

Do you want to be recognized for your customer service excellence standards?

We will develop and deliver bespoke training for your employees and your management teams to excel in customer satisfaction and certify your organization upon achievement of customer service excellence criteria.

 

What does it include?

  • Hard skills based trainings on customer service
  • Soft skills based trainings on customer service
  • Leadership and Team management trainings
  • Certify your organisation
Our Services

Hospitality Consulting

Are you looking to identify and evaluate hospitality business opportunities?

We will help you identify the best available business, which should be put in place in an existing property or in an identified location.

 

What does it include?

  • Market study
  • Current and future developments
  • Consumer trends
  • Owner’s vision
  • Construction or transformation
  • Possibilities available
  • Expected return
  • Strategic analysis
  • SWOT analysis

 

You have an hospitality idea but need a feasibility study?

We will help you determine the potential outcomes of a project before investing time and money into it.

 

What does it include?

  • Economic impact
  • Environmental impact
  • Legal implications
  • Scheduling the project
  • Expected return for scenarios
  • Valuation
  • SWOT analysis

Are you a hotel owner looking for the best operator to manage your property?

The hotel owner and operator relationship is key to the success of a hospitality business. We will help you search, identify, evaluate and choose the hotel operator that best suits the your needs, considering the operators objectives and the business unit features.

 

What does it include?

  • Understanding of the owner’s needs
  • Redaction of a tender document
  • Outlining the management contract details
  • Preselection of suitable operators
  • Interviews
  • Contract negotiations support
  • Selection of operator

Do you want to optimise your hotel asset management and return on investment?

We will conduct an operational follow-up of the situation of one or more business units and the formulation of operational and financial recommendations to serve your interests.

 

What does it include?

  • Porftolio assessment
  • Operations
  • Budgeting
  • Forecasting
  • Compliance to rules and regulations
  • Protection of the assets
  • Capital expenditures & investments
  • Furniture, Fixtures & Equipment spending
  • Strategic fit to market and to owners

 

Do you want your hotel or restaurant concept to be known and remembered for?

A hospitality concept encompasses the service, ambiance, attention to detail, the type of experience for guests and the quality of your products. We will help you create or improve your concept to make sure it is innovative yet feasible in order for your project to stand out by becoming unique lifestyle destinations.

 

What does it include?

  • Identify the customer profile
  • Identify the DNA of the operator
  • Identify the desired guest experience
  • Describe the customer journey & storytelling
  • Evaluate the operational flows
  • Think of the details
  • Develop a unique selling proposal

 

Need help along the critical path of your hotel pre-opening?  

Outsource your project to EHL Advisory Services, we will provide a staged approach to delivering your business solution, all from a to z.

 

What does it include?

  • From market study to the actual opening
  • Defining the service & product premises
  • Assisting the architects in delivery
  • Creating the business plan
  • Project management up to the opening
  • Support pre-opening & opening
  • Validating the business model and monitoring
  • Performance optimization

Need help to position your destination in today's competitive tourism environment?

We will help you define a concrete roadmap for the success of your destination by answering questions.

 

What does it include?

  • Defining the ambitions of the destination
  • Defining the roadmap
  • Project mangement
  • Development of hospitality concept
  • Education to employees
  • Destination Management company
  • Positioning, promotion and marketing

Start growing your business today with us.

We are proud to be part of EHL, the world's #1 in hospitality management education. Source some of the best brains in the hospitality industry and join our 500+ customers who have already benefitted from our expertise.

Schedule a call with us

EHL Advisory Services

The largest Swiss hospitality advisory firm

40+ years of Experience

With 500 Clients in 60+ Countries

in Hospitality…

Hotel Operations, Valuation, Asset Management | Food & Beverage Business | Sports & Leisure Management | Tourism Development

and in other Sectors

Luxury | Retail | Education | Public Sector | Financial Services | Health Services | Logistics & Transportation | Technology & Media

They trust us with their projects

Discover some of our clients

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