QUALITY OPERATIONS MANAGEMENT 2:
STRATEGIES FOR EXCELLENCE IN BUSINESS OPERATIONS

  • School: SHMS
  • Level: Advanced
  • Study time: 20 hours
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Lesson series
This course will show you the design of strategies for excellence in hospitality operations. You will learn the five attributes of business strategies for hotel operations design (price, accessibility, product, service, and experience), the guest processes' mapping (from the arrival to departure) for effective customer service and sales, and measuring strategy implementation with the Balanced Scorecard.

WHAT YOU WILL LEARN

How to determine what excellence means in the service you offer.
To recognise gaps between expectations and the excellence delivered.
To design the Customer Experience Journey in your context.
To calculate gains through customer loyalty.

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).
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