A team of top managers from hotel operator Premier International as well as the Premier Hotels and Accord Hotels chains recently took part in a staff qualification improvement programme in Switzerland. The country was chosen because it long has and still remains a benchmark for world-class hospitality and service standards.
Hotel executives, directors and managers of core departments familiarised themselves with the work of their peers from leading Swiss hotels, learned fundamentals of service organisation, methods of networking and service representation, and observed the structure and hierarchy of workflow.
During the trip, the main focus was on studying sales plans, along with principles of optimising business functions for success, organisational coordination, brand awareness and maintenance, the use of modern technology in banqueting and restaurant services, as well as various types of spa programmes in regard to different fitness centre sizes and orientations.
While in Switzerland, company participants visited the following properties: The Dolder Grand Hotel 5* (Zurich); Ragaz Resort 5* (Bad Ragaz); Villa Sassa 4* (Lugano); The Grand Hotel Kempinski Geneve 5*, President Wilson 5* Edelweiss Manotel 3* and Beau Rivage Geneve 5* (Geneva); Montreux Palace 5* (Montreux); Beau Rivage Palace 5* (Lausanne); Cursaal Allegro 4* (Bern); and, Park Hotel Weggis 5* (Weggis). The programme format included individual meetings with the heads of key departments and live discussions of case studies related to various activities of each business unit.
“The trip was very educational, and the program rich and interesting. It was very satisfying for us to notice that much of what we saw we have already implemented in our hotel’s business functions thanks to Premier International’s experience and expertise in management”, said Bakkara Art Hotel General Manager Tatyana Krasutskaya. “During the programme we got to familiarize ourselves with the work of network hotels, learned a variety of ideas that will help our internal departments work more as a team, and observed ideal structures for service delivery”.
Most participants agreed that the best part of the programme was the opportunity to develop distinct action plans and quality improvement programmes that will be used in troubleshooting, and help bolster existing service standards in all Premier Hotels and Accord Hotels.