Editorial Board   Guest Author

Mr. Favre

Eric Favre

Managing Director, The Alpina Gstaad

Eric Favre, a distinguished hotelier with 30 years of experience at luxury properties in Europe, Southeast Asia and Africa, is the Managing Director of The Alpina Gstaad, the first luxury hotel to open in the Swiss Alpine resort in 100 years. He was appointed to the position on October 1, 2013. Prior to joining The Alpina Gstaad, Mr. Favre was General Manager of the Djibouti Palace Kempinski in Africa. He spent ten years as General Manager of Le Mirador Kempinski in Le Mont Pelerin, Switzerland. From 1996 to 1999, he served as Director of the Hotel Management School Les Roches in Bluche, Crans Montana. Mr. Favre has held executive positions in such revered hotels as The Oriental in Bangkok and Al Khozama in Riyadh, a Leading Hotel of the World. A native of the Canton of Vaud, Mr. Favre graduated from the Ecole Hôtelière de Lausanne and later received a Diplôme de Chef d'Entreprise de la Société Suisse des Hôteliers. In 1998, Mr. Favre was awarded a Master of Science Degree in Training and Development from IMC in London. He speaks French, English and German. To stay in shape, Mr. Favre enjoys long distance running and has competed in seven marathons. On August 9, he plans to participate in the Glacier 3000 Run that begins in the village of Gstaad and climbs almost 6,400 feet to the Glacier and back. Mr. Favre will run the first – and most difficult – 13 miles.

Mr. Favre can be contacted at 41-033-888-9888 or efavre@thealpinagstaad.ch

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.