ENG, March 2023 Edition

March 2023

Your #AEHL eJournal

New adventures

Table of Contents ‘ N ew Ad ve n t u re s’

03 Editor’s note

04 Singapore campus updates

08 passugg campus updates

EHL incubator updates

14 article: SDG project

18 sitting with a staff

22 the impact of tech: AI and AR

24 sitting with an alumnus, Georg Krause

28 sitting with an alumnus, Simon Bernhard

32 EHL news: Young Hospitality summit

34 EHL connect: Stamm groups

36 privilege program

38 upcoming events

39 highlights: career fair

40 bottin 12

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Editor’s Note Dear Alumni,

Welcome to the new version of your eJournal.

We hope this new layout brings you even more value than our previous format.

And, similar to the eJournal’s new feel, with new technologies emerging and consumer expectations rising, innovative approaches to the hospitality industry are more important than ever.

As the hospitality industry continues to evolve and adapt to changing customer demands and trends, entrepreneurship and start-ups are becoming increasingly important to the industry's growth and success.

In this issue, we explore the world of entrepreneurship and start-ups in the hospitality industry. Read featured stories of successful AEHL entrepreneurs and their ventures, as well as insights and advice from your peers and industry experts.

Join us to understand the importance of customer experience, the role of technology, and the impact of changing consumer behavior.

We hope that this issue inspires our readers to think creatively and innovatively as they navigate the everchanging landscape of the hospitality industry.

Your Alumni & HoneyBee Team #EHLFamily

Editor’s Note

3

Campus Updates From EHL Campus Singapore

Lessons in Hospitality:

EHL Documentary on Channel NewsAsia We‘re proud to present Lessons in Hospitality, a 23-minute documentary on the multinational news channel Channel NewsAsia. The documentary follows 3 EHL students on their learning journeys to fulfil their hospitality dreams in Singapore and Switzerland

Sheriann

Heng,

a

Singaporean

who

pursued

a

Specialist

Diploma

in

Hospitality

Operations

Management with Republic Polytechnic in Singapore. She left her then-budding career in hospitality in hopes that a formal business management education with EHL will lead to a quicker career progression.

Sovann Kao, left her close-knit family in Cambodia to pursue her degree in Singapore. She plans to gain the necessary hospitality skills, business expertise and professional experience at EHL, then return home to transform her family business.

Angus Teng, a Singaporean passionately pursuing his hospitality dreams and starting from the AP in Lausanne to get the most out of EHL’s dual-excellence learning program.

Watch the full documentary here.

4

EHL Singapore Updates

The Future of Food: EHL x Association of Independent Wealth Managers Singapore (AIWM) In partnership with AIWM Singapore, EHL hosted their newly minted Executive Sparks series on campus, where AIWM's C-suite members learnt and exchanged perspectives on how we can put our food system on an environmentally-sound path and explored what the “Future Of Food” holds ahead of us.

The panel was moderated by Shinn Teo from EHL and guests heard from the following thought leaders:

Rayner Loi, Co-founder & CEO of Lumitic Kenny Eng, Founder & Principal Consultant of Gardenasia Aaron Yeo, Director of Operations at Good Meat Asia

The speakers also shared key considerations from supporting local farmers, alternative meat choices to eliminating food waste, in shaping the future of the food industry for the better.

Finally, guests enjoyed a taste of a "future food" from Karana Foods - gyozas filled with juicy meat made from jackfruit.

EHL Singapore Updates

5

Orientation Week -

February 2023 This February, we welcomed 40 BOSC 2 and 3 students on campus

for

our

Spring

Orientation

Week.

Over

the

Orientation Week program, the students met their staff & faculty

team

through

a

series

of

presentations

and

information sessions. They had a great time interacting with one another and discovering the EHL student life here through team building games, a student life roadshow and a walking tour of Singapore.

EHL Career Series We’re excited to bring back our EHL Career Series this semester!

As

with

last

semester,

our

Industry

Relations team is working hard to connect our students with our esteemed industry connections in Singapore. Via a series of panel discussions, networking sessions, company visits, and masterclasses, we hope to inspire the future generation of hospitality professionals to discover their dream careers.

6

EHL Singapore Updates

We kicked off the series with the Hotel General Managers Panel & Networking Session, bringing in three General Managers: Peter Mainguy (The Ritz-Carlton, Millenia Singapore), Marcel Holman (Pan Pacific Orchard) and András Biró (The Capitol Kempinski Singapore).

The first company visit of the semester took us to Capella Singapore on Sentosa Island! Students had a special sharing session by previous Singapore Student Ambassador and ‘22 graduate Chris Menon, who is completing his Management Training Program with Capella. They heard more about the Capella story, internship and career opportunities, and ended their tour of the hotel with a networking session at Bob’s Bar with the management team.

We look forward to the next few weeks of the EHL Career Series this semester.

Contact Us Stay connected with EHL Campus Singapore!

EHL Singapore Updates

7

Campus Updates From EHL Campus Passugg

As a new year starts, new students arrive, and familiar faces return to EHL Campus Passugg after their internships. We’re ready for new projects, new learning experiences and many new memories.

Before we jump into 2023, we would like to quickly look back to our beautiful HF graduation ceremony in December 2022

26 Swiss Professional Degree Graduates for the Hospitality Industry

On December 8, 2022, we celebrated the graduation of 26 Swiss Professional Degree graduates, 17 from the German division and 9 from the English division. The graduation ceremony was led by school principals, Beatrice Schweighauser and David Puser.

Kathrin Bachmann from Bad Ragaz shone as the best student of the year in the German division with a grade of 5.5, while Yen-Tung Hsiung from Taichung City received the coveted award with a grade of 5.1 in the English division. The two best diploma theses were written by Chiang Dinh-Khai Nguyen from Berlin in the German division and Xi Zeng from Chengdu in the English division.

The students have shown a great deal of perseverance, resilience, and passion during their studies. We’re proud to set them well-equipped into the working world.

We wish them only the best for their future and welcome them to the EHL Alumni Network!

8

EHL Passugg Updates

While for some their time in Passugg has come to an end; for others it was just starting. In January, we welcomed 43 new Swiss Professional Degree students in Passugg.

Welcome of 43 New Swiss Professional Degree students Unlike in Lausanne, we start welcoming our students in the beginning of January, with 17 of these starting in the German division and 26 in the English one.

The new students experienced an eventful Welcome Week, during which they were introduced to various programs, tools and regulations. They had uniform fitting and received the introduction to cooking and service.

Most importantly, they had time to get to know each other better and discover who they would spend the next three years with.

Shortly after the semester started, we held the Career Day on Campus to help students find suitable internships or permanent jobs.

19 hospitality companies present their job and internship offers in Passugg On February 8, we hosted the biannual Career Day on EHL Campus Passugg with 19 renowned companies from the hospitality industry.

Once again, Career Day showed how competitive our students and alumni are in the working world.

EHL Passugg Updates

9

New Direct entry Bachelors have started On February 17, 11 new Direct Entry Bachelor students started their bachelor studies at EHL Passugg.

The Direct Entry Bachelor students all have a Swiss Professional Degree in Hospitality Management from EHL Passugg (or a similar degree from other Swiss higher professional schools). This degree allows them to jump right into BOSC3, skipping BOSC4 to complete the Bachelor program in just 1.5 years.

Our 2023 Outlook The year 2023 has just begun, but there’s a lot to do. We will be holding another exciting Concept Week in May, organized by our students. We’ll also be hosting two graduation ceremonies this spring, one for the Swiss Professional Degree graduates and one for our Hotel Communication Specialists.

Lastly, rumors run that another Food Festival will be held in September. So stay tuned!

Contact Us Stay connected with EHL Campus Passugg!

10

EHL Passugg Updates

EHL Passugg Updates

11

EHL Incubator Updates Oreka.AI

Oreka AI is the most advanced platform to unlock F&B brand potential while helping restaurants and bars in their daily business.

Who are we?

Oreka AI was born as a pivot from TwentyPay, which used to be a start-up for innovative payment solutions to bars and restaurants.

Throughout this adventure, we learnt that we can bring more value to the HoReCa ecosystem, by bringing F&B actors into the equation and creating a new segment of resources for them.

We are now a Market Intelligence company providing cutting edge digital solutions to restaurants and bars, while helping F&B brands to better understand their end consumers.

What problem do we solve?

F&B brands don’t have visibility on how their products are distributed in restaurants and bars (sell-out). This causes them to spend billions in surveys and syndicated data from off-trade to make uninformed decisions.

Our solution: Build a 3-sided virtuous ecosystem 1. Promise to brands they’ll stop making assumptions and use direct insights instead.

2. Utilise the budget that would have otherwise been spent in surveys to fund digital services for bars and restaurants, while being advised on the best portfolio strategy.

3. Enable consumers to always have the product they want, when they want, where they want

We hope you’re convinced by our ambition and the value we are bringing.

But if you’re still wondering “Where do they stand now?” or “Should I contact them?”

12

EHL Incubator Updates

in a nutshell... ...we are currently focusing our efforts to

Run pilot phases with 2 major partner brand Start negotiations with potential customers (Restaurants and bar owners, F&B brands, HoReCa or F&B consulting firms, etc..

Close a pre-seed round to fund our growth

So, if you’re a

Restaurant or bar owner willing to bring you consumer satisfaction and operations to the next leve F&B or HoReCa professional looking for insight An investor / Business Angel looking for the next big thing in the F&B – HoReCa space

Let us know!

David, Niels and Thibault

Connect with Thibault Roussel on linkedin

EHL Incubator Updates

Connect with Niels Costard on linkedin

Connect with David Ben Adiba on linkedin

13

S D G P ro j e c t

The SDG Impact Stories trio in Rio, Brazil.

Who is behind SDG Impact Stories?

We’re

a

team

transition

of

3

toward

individuals

a

fairer

with

and

a

more

strong

will

sustainable

to

take

world.

action In

on

global

February

challenges

and

driven

the

2021,

by

accelerate

desire

to

the

put

a

spotlight on the Sustainable Development Goals (SDGs) and the concept of Social Entrepreneurship, Shaan Madhavji

started

to work on

designing

a World Tour of Social

Entrepreneurs

as

he was

entering

his final

year at EHL. Clarissa Hediger, and Guillaume Monnier, and Chloé Favre (all EHL Alumni) joined the project in

October 2022.

SDG

Impact

Stories,

an

organization

with

a

mission

to

boost

social

and

environmental

change through storytelling , was born.

Together, the team raised 57,000CHF (35,000 from EHL and 22,000 through crowdfunding) to get this idea off the ground.

What is the SDG World Tour of Social Entrepreneurs?

Very few people actually know about the concept of social entrepreneurship (being profitable AND impactdriven), and we aim to change that. At SDG Impact Stories, we wish to inspire people by telling the stories of social entrepreneurs developing innovative solutions to tackle global problems such as lack of access to quality

education,

food

trigger

emotions,

encourage

insecurity,

poor

sanitation,

reflection,

and

access

ultimately

to

energy

empower

and

climate

everyone

to

change.

We

accelerate

strive

social

to

and

environmental change.

For this,

from

entrepreneurs

Feb

to

July 2022,

contributing

to

our team

at

least

traveled

one

of

the

to

20

17

SDGs,

countries

to

meet

completing

the

and

cover the

first-ever

SDG

impact

of

World

Tour

50+ of

Social Entrepreneurs.

14

A r t i c l e : S D G P ro j e c t

This project was largely supported by EHL and was the result of a collaboration with organizations such as Ashoka,

the

Prosperity,

Social

Gastronomy

Climate

Positive,

Movement,

UN

SDG

The

Lab,

Knowledge

UNDP,

Society,

Sustainable

AlphaMundi,

Finance

Quadia,

Geneva,

and

Accelerate

IKEA

Social

Entrepreneurship.

We established 3 goals:

1.

Educate people on global challenges and SDGs at a large scale

2. Raise awareness around Social Entrepreneurship

3.

Inspire younger generations to pursue a career in the field of social and environmental impact.

For each entrepreneur, we produced:

• A 3 min storytelling video covering: 1) The problem the company is trying to solve 2) The solution 3) The impact of the company.

• A 15-20 min video interview with the founder or an executive

• All the content is shared in our socials @sdgimpactstories on IG, LI, FB, YT and Spotify

What are you trying to achieve?

First

of

all,

we

are

dedicated

to

putting

the

spotlight

on

the

concept

of

social

entrepreneurship,

and

its

potential to accelerate social and environmental change. At SDG Impact Stories, we believe that small to medium-sized

purpose-driven

businesses

can

have

a

major

impact

on

their

communities

locally,

and

globally. Social entrepreneurs not only have a positive impact but are profitable as well, which is essential for long-term growth.

Also,

we

strive

better and

to

more

raise

awareness

sustainable

on

future

the

17 SDGs,

for all. The

which

UN

can

launched

be the

considered SDGs

in

as

2015

a

blueprint

and

to

describe

achieve

them

as

a

an

urgent call for action for governments, corporations, and individuals to reduce inequalities, promote social inclusion and protect the environment.

Lastly, we wish to inspire younger generations to pursue a career in the field of social and environmental impact.

In

recent years, young

people

have

been

more

involved

politically,

making

a

conscious

effort

to

consume more responsibly and avoid companies with questionable practices. But the field of impact is still emerging ,

being

fragmented

and

tricky to

navigate.

For that,

we

want

to

spread

information

about

the

numerous opportunities that exist in that area.

Can

you

give

us

a

preview

of

some

of

the

entrepreneurs you met along the way?

With the support of the networks mentioned above, we selected some of the most innovative and impactful companies we could find. The list notably includes:

Too Good to Go CH (Zurich Switzerland) # ,

:

1

anti

food-waste

app.

Mobile

application

that

connects

customers to restaurants and stores that have unsold food surplus

Tyres Recycling Solutions (Préverenges Switzerland) ,

: TRS collects and transforms end-of-life tires into a

precious rubber powder that can be used as a substitute of many material in multiple industries

Ynsect (Paris rance) ,

plants,

and

F

even

:

Ynsect

human

transforms

beings,

in

beetles

vertical

into

farms

premium,

fully

high-value

automated

by

ingredients

robots.

The

end

natural, healthy and sustainable alternative protein to traditional livestock farming , using and 50

%

pets,

product

98%

fish, is

a

less land

fewer resources. It can also be used as a natural fertilizer

airphone (Amsterdam Netherlands)

F

for

,

:

Develops

smartphones

designed

and

produced

with

a

lower

negative environmental impact. Every component can be bought and replaced separately, making the phone last for a long time.

A r t i c l e : S D G P ro j e c t

15

Clink (London, UK): Clink opened the first ever public restaurant within the walls of a prison. The goal is to

give

offenders

the

chance

to

pick

up

new

skills

by

working

in

a

professionally-run

prison

kitchen,

transforming their lives and giving them a second chance

The

Knowledge

Society

(Toronto,

Canada):

Leading

accelerator

program

for

curious

and

ambitious

teens, recognised by the WEF in 2019. TKS trains young people (13 to 17yo) to solve the world’s biggest challenges using emerging technologies

SmartFish

(Mexico

fishermen

increase

City,

Mexico):

their

Dedicated

income

while

to

restoring

adopting

México’s

sustainable

marine

practices,

ecosystem breaking

by

the

helping

cycle

of

overexploitation and poverty. The only company in the country who exclusively sells sustainable fishery products.

Ecocitex

(Santiago,

Ecocitex textile than

sells

products

250

across

recycled

through

women-led Chile.

process

Chile):

100%

Its

extends

more

businesses recycling

textile

lifetimes

to reduce global greenhouse gas emissions

Sanergy

(Nairobi,

Sanergy

is

transforming

the

cities

manage

turning

organic

waste

Kenya):

dedicated way their and

into

to

booming waste,

sanitation

high-quality

agriculture and energy products

Saathi

(New

Dehli,

India):

Saathi

is dedicated to changing the way menstrual by

hygiene

sustainably

sanitary them

products

available

Saathi 100%

is

has

addressed,

manufacturing and

all

making

over

developed

India.

the

biodegradable

first A picture with the EHL team who made all of this possible.

and

compostable sanitary pads, using bamboo and banana tree fibre waste, one of the most absorbent natural fibres

MediQ Smart Healthcare (Islamabad, Pakistan): Pakistan’s first virtual care platform. MediQ is dedicated to making healthcare easier and more accessible in the country, directly connecting patients with skilled medical practitioners.

?

Can you share some of your achievements We

traveled

to

20

countries

from

February to

J

uly 2022

entrepreneurs working towards at least 1 of the 17 SD

We conducted and documented 35

+

G

to

cover the

impact

of

50

+

leading

social

s

field visits in farms, schools, social restaurants, manufacturing sites,

ministries, and more

For each company, we produced a 3min storytelling video (problem, solution, impact)

and a 20 min

interview with the founder or an executive

We met and interviewed Fancy (former CI Lamsal (

16

U

O

+

15 guest speakers such as Magali Silva (former Minister of Trade of Peru), Tariq

for Sustainable Investing at

ndersecretary of

N

'

B

lack

R

ock),

V

aleria

B

udinich (Senior Lecturer at MIT), Hari

epal s Ministry of Education) and others.

A r t i c l e : S D G P ro j e c t

We

were

featured

SFG

-

Sustainable

and

appeared

in

in

several

media

Finance Geneva, a

live

interview

such

as

Heidi.news

on

national

television in Kyrgyzstan on TV1 Kg

We had the opportunity to present our work at

several

Bridges

conferences,

Week

in

notably

Geneva

(Oct

the

3-6)

Building

and

at

the

World Food Forum (Oct 17-21)

5

Social

Entrepreneurs

have

been

selected

to benefit from a FREE business case on which senior students have worked on in CSR classes

1

Social

from

a

Entrepreneur

FREE

SBP

was

(business

able

case)

to

benefit

offered

by Walk

EHL on which a team of 6 senior students have

the

author,

worked intensively for 2 months.

Talk

avec

leading

Naila

Moloo,

innovator

in

16yo

solar

best

selling

energy

and

bioplastics (Ottawa, Canada).

Where can people follow your work?

You can access our linktree here, and follow our journey on @SDGimpactstories on Instagram, Facebook, Youtube,

LinkedIn,

and

Spotify.

Feel

free

to

reach

out

if

you

have

any

questions,

or

if

you

wish

to

collaborate.

Do you wish to collaborate with us in any ways ?

Meet Tyres Recycling Solutions, a startup founded

Reach out to us

SDG World Tour episode

in 2013, dedicated to bring used tyres back to the industry with high added value

Watch the full video here.

Watch the full video here.

A r t i c l e : S D G P ro j e c t

17

Sitting with a Staff

Interview with Noémie Danthine,

Director Sustainable Hospitality Services Please introduce yourself and tell us about what you do at EHL? ND: I started as Project Manager for EHL’s General Secretariat.

Then, I got the opportunity to create and head the Sustainability Department where I oversaw the development of the sustainability strategy for the entire EHL Group as well as its roll-out. Since January 2023, I've been appointed Director of EHL Sustainable Hospitality Services. This new segment includes our Real Estate department, Services and Well-Being department and Sustainability department; Sustainability department that I’m continuing to head.

What does sustainability mean for the EHL group?

ND: Well, there is no single approach to sustainability nor one unique definition; sustainability is a complex and systemic topic that encompasses a lot of different aspects. At EHL, we have decided to stick with the first definition proposed for Connect with Noémie sustainability, the one in the Brundtland report in 1987, which is danthine on linkedin commonly recognized. Sustainability is then defined as “meeting the needs of the present without compromising the ability of future generations to meet their own needs”. As you can see with this definition, sustainability is a wide topic.

I want to highlight that when we talk about the needs, we are not only focusing on the environment and resources, but we also consider social elements. We try to have a holistic approach and integrate in our reflection education, our people, the local communities and our stakeholders.

EHL has defined 4 pillars for contributing beyond education. How do you measure these and what impact have you seen so far?

ND: Indeed, we have decided to articulate our sustainability strategy around four main axes, our pillars.

The first one, is of course education. As a school, it is central for us to ensure that our students learn about sustainability throughout their curriculum both inside the classroom and outside the classroom. Our second pillar, is our “people”, meaning our students, staff and faculty and also our alumni! Here our objective is to foster a healthy, safe and conducive environment for all our members and to support diversity and inclusion. Our third focus is on the communities and see how we can give back to local and global communities and have bigger impact. Finally, our last pillar and not the least is the environment with a clear objective to limit the impact of our activities on the environment, including the impact of our infrastructures.

18

Sitting with Staff

How do we measure our progress? Well, first we have carried out impact analysis wherever relevant and possible. We have calculated the carbon footprint of a wide array of activities on our Lausanne Campus but also in Passugg and Singapore. These calculations enable us to have a clear view of where we stand and to identify where the most effective levers can be found. It helps us to set ambitious objectives and to track progress.

For other aspects, where a carbon footprint calculation may not be accurate, we have identified other types of indicators to take into consideration. For example, the gender balance ratio, the number of sustainability related courses or the various partnerships established with local organizations or NGOs working in hospitality education etc.

In a matter of accountability and transparency, we are reporting on our sustainability efforts via the release of our Social and Environmental Report. This report compiles our progress and displays these key performance indicators. It also showcases concrete projects to give some “flesh” to the figures. Since last year, we are following the GRI standards, a widely adopted framework for sustainability reporting to help us identify areas in which we can improve our performance.

Our 2022 Social and Environmental report has just been released and we encourage you to have a look at it (link to report).

How has the new campus construction impacted the sustainability efforts for EHL? ND: It’s extremely difficult to build a new campus without leaving a carbon footprint. Emissions from the construction have been measured and a 5-year plan has been established to offset them. As of today, already 58% of the carbon emissions generated by the construction work have been offset and our objective is to fully offset the rest by 2024.

It is worth noticing is that our new campus is following the Minergie-P standards, highly recognized Swiss standards for energy efficiency and low energy consumption buildings. We have invested on renewal sources of energy by relying on 44 geothermal probes, setting an innovative wastewater heat recovery system and by installing new solar panels covering the equivalent of three Olympic-sized swimming pools.

That said, we continue our road toward embedding sustainability on a larger scale, through our general operations and keep making efforts towards lowering our environmental impact.

What's the goal of introducing sustainability into the educational side?

ND: With regards to education, as mentioned previously it is at the core of our sustainability strategy. We are committed to integrate sustainability within our students’ educational journey at EHL by proposing dedicated courses, but also by instilling sustainability in the various courses and in and in the new future in our pedagogical approach.

We are also proposing initiatives and activities on campus to complement the in-classroom learning and continue educating our students about environmental and social responsibility. It is important for our students to understand that sustainability is a complex subject but also to make them realize that each small step they take can contribute to a larger goal. We really hope that they will take that perspective with them wherever their career will lead them.

Sitting with Staff

19

What will be implemented in the next 5 years in terms of sustainability?

ND: This is an excellent question! At the moment, we are working on establishing the 2030 strategy for our segment and it is clear that sustainability will be at the very heart of it. In parallel of this strategic work, we are also defining more short-term objectives and here are some examples I would like to share with you We will continue to calculate our GHG emissions, always trying to refine it and identify concrete actions to help reduce our emissions. We are also working on establishing a comprehensive climate plan for our Lausanne Campus setting ambitious impact reduction targets. The climate plan will include in the coming years our other campuses.

On the social side, we are working on drafting a relevant plan for diversity and inclusion at EHL. This plan will establish a framework that will enable the whole EHL community, Alumni included, to feel valued, respected, engaged, and empowered. We hope that it will also enforce the sense of belonging for our all members In the coming month or so, we will launch a circularity project focusing on some products and services on our Lausanne campus, with a focus on extended products lifecycle, avoid single use items and reduce energy consumption.

Is there anything else you'd like to share with the community?

ND: I would like to underscore that innovation is an important topic for EHL. We believe that it is crucial to support the development of sustainable solutions and innovation for the industry. We would love our campuses to be used as living labs, where students, faculty and staff members as well as external stakeholders could test their ideas, refine them to then be able to propose concrete solutions. Having campuses as testing ground enforce creativity, emulation and synergies. It would also enable unique experimental and experiential learning opportunities for our students and enforce a deep sense of entrepreneurship.

As for our Alumni, our campuses could become ideal platforms to develop new sustainable technologies and services.

Has EHL worked with alumni companies or startups in this direction?

ND: Absolutely! We work closely with our Innovation Hub and are connected with our in-house alumni department. As I have just mentioned, we are deeply interested in testing new ideas, new concepts, or innovations especially when they are developed by our Alumni or by EHL start-ups.

A concrete example? Our partnership with Beelong, an EHL startup founded by two alumni. Beelong is proposing a robust application that calculates the environmental impact of food products and meals. By using this solution, we have been able to accurately measure the carbon footprint of our F&B purchased products, but identify effective ways to reduce their impact by selecting more environmentally friendly alternatives. Beelong also helped us implement a system of eco-scores for all the meals served at our new opened vegan restaurant, the Shadwood.

20

Tête à tête avec un membre de la faculté

39 21

The Impact of Tech on the Hospitality Industry:

How AI and AR are Changing the Guest Experience Technology has been deeply impacting every industry in the world, and hospitality is no exception. From hotels to restaurants, technological advancements such as AI, AR, and VR have changed the way we experience and interact with the hospitality industry.

For starters, Artificial Intelligence (AI) is slowly revolutionizing the industry by providing personalized services to guests. These can be seen in AI-powered chatbots, which are used to assist guests in booking rooms, checking in and out, ordering food and beverages, and even providing recommendations for nearby attractions. AI technology also helps hotel staff streamline their work and optimize resource allocation.

Augmented Reality (AR) and Virtual Reality (VR) are also transforming the industry as we know it by providing immersive experiences to guests. As they say, a picture is worth a thousand words and these technologies allow guests to preview hotel rooms and amenities before ever making a booking. This way, they can explore hotel spaces in a virtual environment and even experience the culture and history of the surrounding area through virtual tours.

Because of this, hotels that are making use of AR are seeing an increase in their bookings.

For starters, Artificial Intelligence (AI) is slowly revolutionizing the industry by providing personalized services to guests.

22

The Impact of Tech: AI and AR

Also, forward-thinking hoteliers make use of these technologies to enhance the dining experience as a whole. For example, AR-enabled menus allow diners to visualize the dish they are ordering, see nutritional information, and even watch a video of how the dish is prepared. VR technologies provide a unique experience by allowing guests to dine in a virtual environment and some even give them the unique opportunity to interact with the Chef.

Regardless of how much you want to avoid it, the truth is that technology has become an integral part of the hospitality industry.

Also, forward-thinking hoteliers make use of these technologies to enhance the dining experience as a whole. For example, AR-enabled menus allow diners to visualize the dish they are ordering, see nutritional information, and even watch a video of how the dish is prepared. VR technologies provide a unique experience by allowing guests to dine in a virtual environment and some even give them the unique opportunity to interact with the Chef.

In addition to enhancing the guest experience, advancements in technology have also enabled hospitality industry professionals to operate more efficiently. AI-powered predictive maintenance helps hotel staff to identify and fix maintenance issues before these are ever escalated, reducing downtime and costs. And of course, data analytics tools can further help businesses make informed decisions based on guest preferences, feedback, and other metrics.

So regardless of how much you want to avoid it, the truth is that technology has become an integral part of the hospitality industry.

With the increasing rate of technological advancements around the world, we can expect further developments that will continue to transform the industry in the future. Join the craze or fall behind. The choice is yours.

Read more about this topic on hospitalitynet.

The Impact of Tech: AI and AR

Read more here.

23

Sitting with an Alumnus Interview with Georg Krause, AEHL 1996 Please introduce yourself and tell us what you do.

GK: Certainly. My name is Georg Krause,

I was born in

Leverkusen, Germany and at the age of 21, after my civil service as a paramedic, I went to France. What was meant to be a one-year sabbatical turned into two, and a season as porter at the NOGA Hilton in Cannes and that’s where I learned about EHL. I applied and started my studies at EHL in 1993.

Now at 54 years old, I live with my partner in crime here in Lausanne (and no, she’s not an alumni *laughs*) .

With regards to work, I am a passionate, holistic coach with almost

20

years

of

experience

coaching

and

training,

committed to freeing people from any emotional challenges or blockages and provide helpful tools to get a better quality of life.

The methodology I apply is efficient, fast, and sustainable.

They allow both personal and professional development, which

Connect with georg krause on linkedin

helps to accelerate achievements of goals and increase performance. My expertise is stress management, resilience burnout prevention, communication, and coaching as a tool for leadership.

Being a deeply rooted EHL

alumnus and since the creation of the mentoring program at EHL, I have also accompanied students during their time at school in terms of mindset, focus, and performance.

'

J Bostic St Clair, co-creator of New Code NLP, and Michael Carroll. I'm one of the

Lastly, I m a hypnotherapist and a certified trainer for Classic and New Code NLP, trained by ohn Grinder, co-creator of NLP, Carmen

very few NLP New Code trainers in Europe allowed to train and certify this methodology.

With almost 20 years of experience in coaching, why did you decide to become an NLP New Code practitioner and trainer?

GK: One of my main drivers in life is to serve people. There were actually two personal experiences that shifted my approach to work and my vision of life, one in 2004 and another in 2007. The first one was a breakup with a woman whom I was deeply in love with (the classic, I know *laughs*), but I later recognized that I had lost myself in this relationship and I am thankful for this experience. And the second was a serious health issue, teaching me to listen more to myself instead of ignoring my true needs for the interest of my career.

So, I decided to work on myself, my values, my vision of my life, and my authenticity. When a friend of mine, also an alumnus by the way, recommended me to learn NLP to face my challenges, it instantly piqued my interest. We already had NLP at EHL as a part of the subject “communication”! Hence, I started it in 2005 and didn’t stop until I had my second certification in 2007. From there, I never stopped this amazing learning and evolving journey.

24

Sitting with an Alumnus

With these in hand, I decided not only to practise this approach on myself, but also with clients, and after years of practice I decided to become a trainer. I truly believe that this methodology of NLP New Code

If you always do what

deserves to be spread, where self-application is one

you’ve always done, you’ll

of the core ideas. How do you want to work with

keep getting the same

others when you don’t work on yourself? And this

result. Hence you will

method provides you with the tools to do so.

probably continue to be stressed

What are your best tips to manage stress and build resilience in the workplace so that employees prevent burnout?

GK: If you always do what you’ve always done, you’ll keep getting the same result. Hence you will probably continue to be stressed, and our brain works and functions in the same way it did for thousands of years with a fight-freeze-flight response. So, stress is the response we create within ourselves to an external or an internal trigger. From experience, there is no one-size-fits-all. What I recommend is: Do, see if it works for you, and if not, with your well-formed intention in mind, go a different way until you are where you want to be

Ah yes, a general self-care like getting enough sleep, eating healthy, staying physically active, etc. can do wonders. The challenge can sometimes be to keep up the habits. You have to identify your value conflicts, blockages, or fears that are often the reason for stress and start working on them. For example, mindful techniques, deep breathing meditation and yoga, etc.

What I always tell my clients is, when you’re in a state of stress, move! This doesn't mean that you need to run for 30 minutes, but move your body in some way, even if it’s walking around the block. Take deep breaths and change the state you’re in. By conscious breathing patterns you change your physiology, which changes your state. And by changing your state, you change your performance and outcome.

Also, focus on positive relationships by improving your communication and doing active listening, thus strengthening your social environment. I'm working with my clients on their own mindset, as you cannot change others. And I never impose context, such as saying “do this and you will feel better”. What I do is invite people to choose and discover for themselves. Do the things you want to do, the way you think they are helpful for you and get yourself feedback from within yourself.

So, I'm working with my clients until they have a different perception of their challenges and, thus, the emotional state also changes.

How can coaching become a tool for leadership development?

GK: It’s a fantastic tool to provide decision-making skills. It equips leaders with personalised support and guidance. I coach them to help improve their skills and overcome their challenges and then achieve their goals easier. In addition, I provide them with tools that they can apply with their employees to improve their communication skills and flexibility. There is a generational paradigm shift taking place, and a manager should be able to face the challenges it brings along.

Sitting with an Alumnus

25

Therefore, I think that coaching can be a useful tool for leadership development. It allows to be more efficient in terms of time or stress management and to make decisions that are more aligned with the goals and values that the leader or person has. It's also about how to manage emotions and build resilience, maintaining focus and to improving the capacity of facing challenges. In the end, it’s all about growth and development. We all have something to improve in our own perception. And my job is to help getting there.

How has going to EHL helped build your coaching business?

The alumni spirit! One of GK: The EHL spirit! One of the amazing things about the amazing things about EHL is that it is a school for life. It creates a spirit of family, friendship, respect and hence trust.

EHL is that it is a school The alumni network is one of the things that was really for life. It creates a spirit helpful, especially when I came back to good old of family, friendship, Lausanne in 2013. Thanks to old friends, the alumni respect and hence trust. chapters, and their events, I had the opportunity to talk about what I'm doing and increase the visibility of my services, as they were not known, and people then came to me and started asking me for support. And until recently I still was on the pitch playing Rugby with the ARE 1997 alumni team, where friends became brothers that I know now since I started EHL. I am deeply grateful and proud being part of EHL family.

How do you measure the success of a coaching engagement? Do you have any specific metrics or indicators that you use to assess progress and ensure that your clients are achieving goals?

GK: Very interesting question. What I ask my clients in the beginning is ‘What's the issue? Where are you now and where do you want to be? It starts with an analysis of the current situation, a dynamic evolution process and at the end a comparison between starting point and “arrival” line. Once the canvas of work is defined with the client, I adapt my working tools to the goals to be reached, at each step through the feedback of the client and through the observed behavioural changes, we can ensure that the defined goals are reached.

Some success can be measured. For example, I supported some students at EHL to have better selfmanagement and increase performance. Here, some mark improvements were objective. But the feedback I’ve received from these students was that they felt less stressed and more focused after applying the tools I provided. It's mostly very subjective scaling, where it is up to the client to determine his personal success.

Do you believe every working professional should consider coaching as a development tool?

GK: I certainly think so. Coaching provides ways and tools for accelerated personal growth.

We are all individuals with our individual strengths, weaknesses, values, and beliefs, positive as well as negative. And certain methods can help to improve individual performance and get what we sometimes think we are not able to achieve. Everything can be learned, and this is where I think that coaching can be useful.

I’ll roughly translate a German saying: ‘’Roofs are best covered in good weather”. This means that, when you're in a good state of mind, things are easier set and implemented. Whenever there's someone thinking of getting a coach, just don't wait until you are feeling down or lost. It is always easier to work on yourself when you have the power for it, and having someone to support you to get things done faster and more efficiently can be real fun.

26

Sitting with an Alumnus

Are you an alumni, faculty member, or student? Do you have a special EHL story or experience you’d like to share with the network?

We’d love to hear your story!

Email us at: alumni@ehl.ch

27

Sitting with an Alumnus Interview with Simon Bernhard, AEHL 2016 Please introduce yourself.

SB: Absolutely, my business partner, Meagan Cederbaum, and I are EHL alumni, with both having worked in hospitality before doing EHL and, more specifically, in operations. This is to say, we have the hospitality DNA deep in our blood.

We decided to go to EHL because we had high internal expectations to learn at the highest level in an international environment. Our main motivation has always come from a deeply-rooted passion to serve and to feel the energy creating memorable experiences for people.

Can you talk about MIMO Hospitality and the need for this concept?

SB: MIMO Hospitality is an abbreviation that stands for ‘micro moments’. We can’ take credit though as we believe this term was first coined by Google a while ago.

In a Google context, micro moments are the sum of all of those touchpoints which, together, create a cohesive brand and customer experience.

Connect with simon bernhard on linkedin

After university we had the chance to work in tech for multiple years, designing cohesive customer journey's on a daily basis. These same principles apply to restaurants. Imagine you’re a customer looking for a restaurant to celebrate a special occasion. You move through different stages. Every stage might seem small at first - but, put together, it creates a unique brand experience.

When we design our concepts, we always start with the bigger picture. We call it a brand-map, where we outline the different steps of a sequence of a customer-journey which ultimately give us a service-blueprint we use to optimize the parts that need most attention. It allows you not to lose yourself in details and to focus on what really matters. E.g. how you present yourself in the digital space has a significant impact on the perception of your brand to your targeted segments.

As you may know, the buyer journey is made up of different stages. Consider the awareness stage, for example. How present are you in the digital world, or even how easy is it to find and to book your restaurant?

But a brand perception is not only shaped in the digital world but also in physical spaces. For example, how the tables are presented, how guests are greeted, etc. All of these can (and should) be seen as important touchpoints.

Consider: how is the food brought to the table? How were you greeted in a given restaurant?

28

Sitting with an Alumnus

How do you ensure every customer feels welcome upon arriving at your restaurant (even those who don’t have a reservation).

User journeys cannot only be designed for your business, but also for your employees. In a people-

To us, technology is an enabler to create more human-centered

first industry, it becomes incredibly important to

interactions because it

understand how to shape culture which facilitates

allows you to gather and

the distribution of the service. You cannot be in the

read data in an easier way.

business 24/7 - it’s culture that allows you to step back and empower your employees instead.

So the question is: how can you design culture and an employee experience that allows for that interaction and that moment of delight.

The solution is simple. When we look into different touch points, we consider the process, tools, and people.

Holistic brand experiences are incredibly hard to achieve, but set you apart if you’re able to design them well, both in the digital and in the physical space. Bringing this mindset to hospitality is the reason we found MIMO Hospitality.

How do these micro-moments highlight the essence of hospitality, both in the physical and digital world?

SB: Great question. Both need to happen together, they cannot operate in silos.

First, there is a brand and a brand experience that you foresee. Then, you have to map all of those steps.

Let’s say you have a super nice website that is communicating with extremely thoughtful pictures and copywriting. If that is not matched in the physical world, then you have a disconnect and that might create question marks in your customer's mind. People don’t like to be surprised in a negative way.

So the borders start to blur, but you cannot disconnect one from the other; both worlds need to harmonize together. And how they harmonize is with technology. To us, technology is an enabler to create more human-centered interactions because it allows you to gather and read data in an easier way.

For example, we work with a CRM software that automatically acts as a reservation system. This means, we know exactly how many times a person came to our restaurant and their preferences (via POS Data matching), so we can get very personal. We know exactly what type of items they ordered before, what type of wine they had, if they have allergies, etc.

This knowledge is great because you can then start to personalize the experience. But keep in mind that it’s always the human being that needs to interpret it. This is why culture is important. If your staff does not know how to interpret this data, its worthless. Knowledge needs to be shared and implemented, within the critical touchpoints.

The reservation system is another great example of how human-centered design can improve the overall brand-perception. If you’re unable to create a cohesive website architecture, it might be very difficult for potential guests to book a table. The more clicks you have, the higher the chance that new clients will churn.

Sitting with an Alumnus

29

Now, let's think about physical space. What we do, for example, is that we always give something extra that people don't expect. Those are the little things that can propel you forward and together as a team (we help define what this ‘extra’ will entail).

We

have

adopted

this

term

called

accounting

hospitality. It's very similar to something that Ritz Carlton has done in the past, but we're currently doing it on a restaurant level.

In short, this means

that each employee has a

certain budget that they can invest as they see fit.

What

we

do

as

a

company

is

to

create

the

environment to facilitate the decision making on how to best invest that budget. We have pre-shift meetings where we skim through CRM data checking if people are celebrating a special occasion, how many times they dined with us before and whether we need to apply special attention to their stay. Imagine you are greeted like this: “Welcome Mr-Gautier. We have table number 7 already prepared for you. Would you like to start with a Negroni like last time?”.

In conclusion, the combination of physical and digital creates a brand experience. This is to say, your brand is not a logo, it's not a design. Rather, it's what your customers and your employees are saying about your organization.

We want to change the way hospitality is experienced for both employees and customers. During our time as product managers at Hospitality Digital, we conducted more than 700 interviews with restaurants all over Europe.

Combined with our previous experience in operations, we know how easy it is to get distracted by daily operational hurdles and to lose sight of the bird's eye view. At the end of the day, there's a macro trend and a worldwide staff shortage, accentuated by the pandemic. People don't want to work in hospitality anymore. Be it because of the long hours, the pay, not being able to work remotely, etc.

It's our responsibility to change that perception. This is the impact that we want to have with MIMO. We want to be perceived as an organization where service and hospitality are celebrated and where we can truly appreciate the feeling of serving people, gaining energy and value from that exchange.

That's the impact we want to have.

How do you see that unwinding in the future and what are the trends to expect in the near future?

SB: Look at everything that is happening in technology. Of course, you should aim to look at this problem from a lens of culture and how the organizational culture is shaped within businesses, even at the small level. AI is taking the world by storm now. It's funny that it has only just recently gained attraction by a wider audience. Working in tech we were exposed to the power of it well before it became mainstream. To me, this is something that hasn't been properly touched upon in hospitality yet, but it will definitely be the case.

I believe that, in the next year, combining automation softwares like Zapier, and documentation software

30

Sitting with an Alumnus

like Notion, will centrally.

This

information

help share and store helps

readily

distribute available

information

and

make

critical

to

the

entire

organization, which is critical.

Turn

the

situation

humans. We all have an ego and we respond passionately

Of course, ChatGPT is also gaining popularity and very relevant.

At the end of the day, we’re all

around

and

when we're touched on an emotional level.

consider

using this technology not being scared of it. It can certainly be used to your advantage. I see incredible potential in replacing overpriced agencies and empowering individuals to overcome writers block.

Ensuring that the data is exchanged in meaningful ways is key. Working with CRM software allows you to collect data on your guests to increase the level of personalization. The more you're able to personalize a guest experience, the more likely you’ll be going to have a positive impact on an individual.

At the end of the day, we’re all humans. We all have an ego and we respond passionately when we're touched on an emotional level. And hospitality is all about how well you're communicating with your guests.

Your guests must feel like you know them. Technology is a fantastic enabler for that. And then, on the organizational cultural side, consider how you can create an environment and habits

around your

organization. This is especially important if your audience is built up of millennials and especially GenZ. These segments want to make a positive impact on the world. They want to create.

To be successful, you need to really understand why you are in business, what is your purpose, and what are your set of values that you want to transmit to your employees? If you're not doing that, you're missing out on two generations that are seeking impact.

And I say this with all my heart, it's our responsibility to make hospitality attractive again and to think about alternative ways and models. Currently, I see the gap between what is happening in technology and the battle for talent.

Can you share the most memorable moment that you had during your period at EHL? SB: It's so cliché to say it, but the grad trip was incredible. It was such an impactful experience.

And that's what EHL taught us, right? To stick together and stay in touch, making sure that we're always going to be attached in the long run to the school. It was such a beautiful way to end an experience where you had group work, you had fights, you cried, you laughed together.

And also to work on an SBP where I got the opportunity to shift into tech and discover this new passion. I never thought that I’d go into tech when I was in EHL.

Come join the fun and support our campaign!

The fact that I got this opportunity was absolutely fantastic

and it's all thanks to the SBP. That was

probably

one

professionally.

of

the

most

rewarding

experiences,

It’s such a great concept

to

learn

more information

something and pass it on to help others also grow. That's a unique and beautiful feeling.

Sitting with an Alumnus

31

EHL News Young Hospitality Summit

From 13-15th March, a team of 40 students held the newly rebranded Young Hospitality Summit on the revamped EHL Campus Lausanne, welcoming 74 delegates from 38 schools, and 40 speakers, including our very own AEHL members.

This year’s theme is Circularity, chosen to reflect the circular vision for the hospitality industry based on positive impact, human connection, shared awareness, people centricity, technological elevation and continuous learning.

We’re extremely happy to have welcomed back EHL alumni to not only speak about their experiences, but also to reconnect with their professors and explore the new EHL campus!

If you missed out, you can watch the panel recordings on YouTube HERE.

#Curiosity #Connection #Empowerment

Learn more and stay updated about YHS at yhsglobal.com

32

Head over to the website

EHL News

EHL News

33

EHL Connect Features EHL Connect - the platform to stay connected and involved with the EHL Alumni Network. Powered by our Alumni Team globally, its content includes resources, news, and everything you need to stay up-to-date with the AEHL world. Make the most of your network and discover all of EHL Connect's features and what they have to offer.

For this edition, we will be looking at the:

Stamm Groups’ Network As a graduate of EHL, you not only have the benefit of a top-notch education but also a valuable network of like-minded professionals. EHL's global network comprises more than 25,000 alumni from over 150 nationalities, making it easier than ever to stay connected with your fellow graduates and tap into a pool of professional opportunities.

One of the best ways to stay connected with EHL's network is through the Stamm groups, which are local alumni groups set in different cities and regions around the world. With 70+ Stamm groups globally, you can easily find a community close to you, no matter where you are in the world. These groups provide an excellent opportunity to connect with the network, and build meaningful relationships.

Head over to

connect.ehl.edu

select ‘stamms’ under ‘the network’ tab

34

EHL Connect Feature

Attending Stamm group events can be a great way to stay in touch with your Alma Mater and learn about the latest developments in the hospitality industry. You can also share your experiences and insights with fellow alumni, exchange ideas and tips, and build valuable connections that could help you in your career.

Find your closest Stamm group and get networking!

Connect to the platform now

EHL Connect Feature

35

Privilege Program 15% OFF all e-Shop Products

The company was founded in 2015 - inspired by the founders joint desire to seek out great shared moments. Coffee, and more precisely, specialty whole beans coffee, is at the heart of GoodLife brand vision and values. The love for the product and the desire to share great moments with others are two fundamentals that form the backbone of our mission. The name of the brand shows the company intended offering as not only a specialty coffee roastery, but a lifestyle organisation where like-minded people feel at home and share a passion.

aehl benefits

how

We offer to the AEHL community and their friends a 15% discount for all of our e-shop products.

With the promo code EHLFamily.

claim your

discount here >> conditions

contact

Use promo code EHLFamily online.

info@thegoodlifecoffee.com

+41 21 861 18 18

Avenue de Geffry 7, Hangar 52

1073 Savigny

36

The Goodlife Coffee Company: Privilege Program

Privilege Program 10% OFF on Public Rates Europcar is the largest car rental company in Europe, offering great proximity and flexibility to more than 90 stations throughout Switzerland.

Receive personalized mobility – Europcar meets all your short and long term rental needs, both in Switzerland and abroad.

aehl benefits

10% reduction on the public rates.

how

Questions about the agreement and conditions

paolo.colangelo@europcar.ch

claim your

discount here >> conditions

All countries except USA and Canada.

Europcar: Privilege Program

contact

Europcar

Avenue de Ruchonnet 2

1003 Lausanne

021 / 319 90 40

qlsc01@europcar.ch

37

Upcoming Events L'Occitane Trainees Days 31.03.23

online

learn more

Alpine Career Festival 03-10.04.23

morzine-avoriaz

learn more

AEHL Zürich Stamm Drinks @CitizenM 05.04.23

zürich

learn more

AEHL - Afterwork Wednesday 05.04.23

new york

learn more

geneva

learn more

dusseldorf

learn more

Meet & Greet at UBS 26.04.23

aehl gathering 27.04.23

Alumni & Industry Relations Networking Event 30.04.23

dubai

learn more

AEHL Zürich Stamm Drinks @CitizenM 03.05.23

zürich

learn more

berlin

learn more

A&INE IHIF 16.05.23

38

Upcoming Events

Highlights Career Fair

On Saturday 18th of March 2023, we hosted our Spring Edition of the EHL Group Career Fair. We hosted more than 400 recruiters from 160+ companies, alongside 900 students and alumni on campus.

Our photo gallery is now live — feel free to look at the event photos.

We are pleased to inform you that the Fall edition of EHL Group Career Fair will take place on Saturday, October 28th, 2023 — stay tuned for more details to come!

Would you like to recruit EHL Students and Alumni?

Get in touch with us, we'll answer all of your

get in touch

questions!

Warm wishes,

Your Alumni & Industry Relations Team

Career Fair Highlights

39

Do you want to be featured in our next edition?

Reach out to us at alumni@ehl.ch

Bottin

Congratulations to Chloe Gillard-Picard AEHL 2019 and Julien Picard AEHL 2017 for the birth of their daughte Daniil Golubev AEHL 2016 for his weddin Fiona Ashmore AEHL 2015 for her weddin Gubrani Dugal AEHL 2016 for her weddin Avijit Singh AEHL 2015 for his wedding

40

Bottin

41

#EHLFamily

Your Alumni & Industry Relations Team

Grégoire, Fabienne, Morgane, Sébastien, Daniel, Stéphane & Rémy

CONNECT WITH US

on social media

Share your stories with us!

Contact alumni@ehl.ch to be featured in our eJournal

EHL Alumni Network

Route de Cojonnex 18

CH - 1000 Lausanne

+41 21 785 13 60

alumni@ehl.ch