QUALITY OPERATIONS MANAGEMENT 2:
PROCESS MAPPING: PERFORMANCE, MEASUREMENT AND IMPROVEMENT

  • School: SHMS
  • Level: Advanced
  • Study time: 20 hours
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Lesson series
This program will address how to develop a values-driven workplace culture by creating proprietary decision frameworks steeped in core values and principals. To achieve that aim, as a leader, you will learn the main requirement is the alignment of those values and the design of the internal brand/employee experience. We will be mapping the guest experience to the employee experience for higher profit margins and customer loyalty.

WHAT YOU WILL LEARN

To explore the scientific meaning of quality and its application
To incorporate Quality Control (QC) tools when things do not go as planned
To acquire and apply the tools of Quality Assurance (QA) to guarantee a flawless process
To acknowledge the true cost of service recovery 

COURSE CONTENT

COURSE INSTRUCTORS

ANDREA LEUENBERGER

Programme Manager Lifelong Learning SHMS Leysin | Quality Operations Consultant
MEET THE INSTRUCTOR
With a background in multinational business organisations at the Sales and Executive level, fluency in five languages, a solid Swiss hospitality education, MBA from EHL, Ecole Hotelier de Lausanne, and experience on three continents including the legendary Swissôtel The Drake New York, the opening of Moscow’s premier luxury Hotel, re-branding in St. Petersburg Russia, Tourism Development in Central Asia and an Executive position in Geneva’s luxury hotel sector.

Andrea’s savoir-faire and drive to excel have served to generate success in the areas of operational efficiency, processes optimisation, training and development and most recently, academic program design for SHMS IHTTI.  

GAMAL EL FAKIH RODRIGUEZ

Area Director of Operations for Europe, Middle-East and Africa at Marriott International 
MEET THE INSTRUCTOR
With over 30 years’ experience in the industry, Gamal has lived and worked in 10 different countries with some of the best hotel companies in the world including Hyatt, Hilton, Fairmont, Four Seasons, LHW and more recently with Marriott International, first as EAM i/c of F&B at the iconic Ritz-Carlton Riyadh and currently as Area Director of Operations for Europe, Middle East, and Africa; overlooking a portfolio of 50 hotels in Qatar, Jordan, Kuwait, Lebanon, Oman, Pakistan, and Turkey.
Gamal is an award-winning author with his book “The Forgotten Recipes from Venezuelan Andes”, winner as Best Cookbook in the World, at the 2011 edition of the Gourmand Awards in Paris. He also gained valuable academic experience at the Institute of Tourism and Hospitality of Quebec (Montreal, Canada) and as Program Manager at Les Roches International School of Hotel Management (Switzerland). Master’s degree from the University of Angers (France) and Post-graduate studies at The Hague Hotel School (Netherlands) and Cornell University (USA).