For a sector as vast as the hospitality industry, its main tenets still revolve around a personable scale. Rapid digitization is an unavoidable reality today. But human touch, personalized care and curated interaction are what keep the industry truly thriving.
Christa Augsburger, Director of SHL Schweizerische Hotelfachschule Luzern, reiterates this philosophy, saying, "For all in-person touchpoints, the cornerstone of success lies in having employees specifically educated and equipped with soft and practical skills." Incidentally, SHL Schweizerische Hotelfachschule Luzern was founded in 1909 and is a top-tier professional-oriented hotel management institute with national and international recognition.
Christa is a leading voice, shaping young professionals stepping into the industry. She purports that a customer service mindset, combined with theoretical knowledge, and supported by top practical skills are essential to deliver superior services.
An in-depth comprehension of end-to-end guest journeys is key to crafting successful experiences. Two factors govern the delivery of memorable experiences for guests - perfect coordination and ongoing optimization of all touchpoints throughout the guest journey, and a skilled and trained staff capable of delivering unmatched services and products. And this lies at the heart of the ever-increasing need for high-end personalized services.
Human touch has to go hand-in-hand with service quality and a nuanced skillset. At SHL in Lucerne, hospitality students learn practical knowledge and essential hard and soft skills that nurture their ability to adapt and grow in this fast-paced industry.
Christa explains, "In the SHL teaching model, the relevance of skills' training and practical know-how remains of utter importance and will continue to bridge the gap so that hospitality professionals not only know the "what to do' but also the 'how to do'."
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Esta historia es de la edición February 2023 de Hotelier India.
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