I am a specialist in building a smooth guest experience fitting the brand promise. I have experience in ensuring that it is delivered consistently across continents.
Throughout my career I gathered extensive experience in optimizing and standardizing front & back of house processes balancing operational efficiency and an optimal guest service level. I have written brand and operational standards for several hotel operators and have created an service quality control framework for a worldwide hotel operator for which I have also carried out dozens of mystery shops.
During the past 15 years in the industry, I formulated hotel concepts, carried out feasibility studies and supported destinations in their market positioning. Carrying out projects in over 20 countries throughout EMEA gives me in depth knowledge of the hospitality industry and best practices across different cultures and demand patterns.
When working in operations I worked in restaurants, MICE, the Olympics, and the Ritz Carlton and saw firsthand the requirements for back of house efficiency.
Currently I am a lecturer at several tourism and hospitality schools including for the University of Applied Sciences in Grisons where I teach the Minor in Hospitality and a guest lecturer at Ecole hôtelière de Lausanne. I form part of the board of the DMO “Engadin Tourismus AG” and I hold a Bachelor of Science from Ecole hôtelière de Lausanne and an MBA from ESADE Business School.