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  • The use of virtual agents to increase e-productivity by the humanization of the website | Ecole hôtelière de Lausanne
    served number of questions answered over what is necessary for the production as input i e implementation and maintenance costs The research was composed of two parts first 15 in depth interviews have been conducted with the goal to detect the perception of i providers of this technology and ii companies using this technology This section helped us to develop our understanding of the real world Second we did a quantitative research where we collected 945 respondents point of view of clients after having tested the interaction with the virtual agent We asked respondents to interact with an avatar and then fill in our questionnaire We applied this process on eight different service companies website with an avatar already integrated As results we found that the presence of the avatar significantly reduces the number of emails calls received by the companies It can also make the website more attractive and pleasant Firms should consider that the virtual agent is another channel of communication helping to create a real time connection and relationship with the customer It can also collect data on clients i e their preferences needs complaints etc and this is a fantastic opportunity to personalize the service As the knowledge of virtual agents will evolve in the future we can estimate that the interactions will be more and more interesting and users increasingly satisfied The future of website will be its humanization May November 2013 Financial partner Lausanne Hospitality Consulting Your best summer plan EHL Summer Academy Explore the careers of our Alumni Discover EHL s future campus New Master in global hospitality business on 3 continents Follow us also on Share with your friends ABOUT US Our Organization EHL BY THE NUMBERS Business Services Work at EHL Press Room STUDY Apply Meet us Bachelor program Master in

    Original URL path: http://www.ehl.edu/en/use-virtual-agents-increase-e-productivity-humanization-website (2016-02-01)
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  • Proactive work behavior in the service sector – How can it be fostered and how does it contribute to organizational performance? | Ecole hôtelière de Lausanne
    Home Proactive work behavior in the service sector How can it be fostered and how does it contribute to organizational performance Steffen Raub This project focuses on an empirical assessment of antecedents and outcomes of proactive customer service behavior The theoretical model suggests that HRM practices organizational climate and employee characteristics predict proactive customer service behavior and that proactivity is positively associated with customer satisfaction The empirical study will lead to the identification of approaches for stimulating proactive customer service behavior and lay the groundwork for practical recommendations aimed at the Swiss hospitality industry September 2010 April 2012 Economic partners The Rezidor Hotel Group et Swissôtel Hotels Resorts Financial partner HES SO Your best summer plan EHL Summer Academy Explore the careers of our Alumni Discover EHL s future campus New Master in global hospitality business on 3 continents Follow us also on Share with your friends ABOUT US Our Organization EHL BY THE NUMBERS Business Services Work at EHL Press Room STUDY Apply Meet us Bachelor program Master in Global Hospitality Business Executive MBA Master Class in Culinary Arts Diploma program Summer Academy Executive education Parents corner CAMPUS Virtual tour Getting to EHL Facilities Accommodation services Committees sports culture Parties and outings RECRUIT Internship dates Recruit online Career fairs Tailor made days Student Business Projects SBP RESEARCH Featured Research Studies Research Publications Archive F B chair Research Center Fellows Funded Research ALUMNI ETUDIER Pour les parents BLOG PRESS INTERNATIONAL STUDENTS RECRUITERS PARENTS THE WORLD OF HOSPITALITY CONTACT US HOW TO GET TO EHL VIRTUAL TOUR GASTRONOMIC RESTAURANT Address Ecole hôtelière de Lausanne Route de Cojonnex 18 1000 Lausanne 25 Suisse Reception Monday Thursday 8 00 to 6 00 pm Friday 8 00 to 5 00 pm Weekend closed 41 21 785 11 11 EHL Accreditations Partners Legal terms 2016

    Original URL path: http://www.ehl.edu/en/proactive-work-behavior-service-sector-how-can-it-be-fostered-and-how-does-it-contribute (2016-02-01)
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  • An exploration of social media on hotel buyer behaviour (pre and post purchase)- the role of RELEVANCE and RECALL | Ecole hôtelière de Lausanne
    all user generated content If companies do not engage in this social media space where customers spend increasing amounts of time they run the risk of their marketing efforts becoming irrelevant and marketing communication being performed by peer groups in social media who ask offer advice to customers bypassing the company and the opportunity to either improve their services or recover from service failures This may impact further on brand value as users revert to unmanaged user generated sources on social media and networks to ensure credibility authenticity trustworthiness and expertise It is clear that the hotel sector has a significant volume of customers actively engaged in social media and increasingly need a social media communication strategy To further exploit social media hotels need to actively engage with customers provide social relevance in their message and bring strong recall Furthermore a trustworthy social media marketing strategy may help both their potential customers reduce the perceived risk of purchase and extend the positive purchase experience for recent customers The main objective of this research is to investigate the key UGC systems that influence hotel purchase identify the drivers and determinants of social relevance that influence relevance and recall Initially this research will determine the various stages in online hotel buyer behaviour which are critical and sensitive to UGC consumer point of view and the activities of hotels in the social media channels producer point of view and identify gaps between the consumer producer in terms of social media activities It will particularly make recommendations for hotels on social media strategy that fit target markets with social relevance and aid recall January 2011 June 2012 Economic partner Brand Karma Financial partner HES SO Your best summer plan EHL Summer Academy Explore the careers of our Alumni Discover EHL s future campus New

    Original URL path: http://www.ehl.edu/en/exploration-social-media-hotel-buyer-behaviour-pre-and-post-purchase-role-relevance-and-recall (2016-02-01)
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  • An Investigation of the data management in hotels with particular emphasis on the role of the Property Management System (PMS) | Ecole hôtelière de Lausanne
    on an ongoing basis about the business and its customers and also from other application sources e g customer relationship and loyalty programmes electronic point of sales EPOS at food and beverage outlets online from their websites and those of 3rd party distribution websites The main objective here is to investigate the sources of data determine the integrity of this data and how the data are effectively used in both operational and strategic decision making Additionally the sources internal and external their validity and their linkage through the PMS will be examined We will research the different software available for PMS the key determinants of the choice of a specific system by a hotel and explore the advantages and disadvantages of each We will investigate how each department in the hotel collects data what types of data are collected in what time intervals and if this data is linked through the PMS used Finally we will discover how the data are used in decision making and day to day operations of the hotel what levels of access and input are optimal the capacity of management to utilize these data sources the effective sharing of data to support the functional departments in a hotel and the extent to which data management may be optimized to enhance customer service and management requirements It is anticipated that a model of best practice in data management will be designed to benefit hotel operations and management September 2009 June 2011 Financial partner HES SO Your best summer plan EHL Summer Academy Explore the careers of our Alumni Discover EHL s future campus New Master in global hospitality business on 3 continents Follow us also on Share with your friends ABOUT US Our Organization EHL BY THE NUMBERS Business Services Work at EHL Press Room STUDY

    Original URL path: http://www.ehl.edu/en/investigation-data-management-hotels-particular-emphasis-role-property-management-system-pms (2016-02-01)
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  • Promoting employee flexibility in the hospitality industry | Ecole hôtelière de Lausanne
    Specifically this means that research should not only focus on employees ability to behave in flexible ways but also on their attitude towards flexibility In addition research must identify the organizational variables that influence employee attitudes and behaviors with regard to flexibility Only on the basis of a thorough understanding of these relationships will it be possible to provide meaningful recommendations for managerial practice in the hospitality industry The main focus of this project is on flexibility at the employee level This requires a conceptualization of what constitutes employee flexibility We suggest that employee flexibility is required at three levels flexibility towards guests towards colleagues and towards the employer Flexibility towards the employer This encompasses doing what a good employee ought to do i e general compliance with internalized norms or informal rules and disciplined behavior such as following rules and respecting authority Flexibility towards colleagues This means giving assistance to colleagues in need of support and includes orienting new employees and helping others with work problems or in stressful situations Flexibility towards guests Guest perceptions of service quality will be determined by employees willingness to help guests know their needs and give them individualized attention Once employee flexibility has been defined and appropriate measures have been identified the appropriate next step will be to identify antecedents of employee flexibility i e organizational variables which have an impact on employee attitudes towards flexibility and on the degree to which they exhibit flexible behaviors Relevant variables include organizational structure organizational culture leadership and human resource management system September 2006 February 2008 Academic partner Haute école de gestion de Fribourg Economic partners Hewlett Packard Hyatt International Kempinski Financial partner HES SO Your best summer plan EHL Summer Academy Explore the careers of our Alumni Discover EHL s future campus New Master in

    Original URL path: http://www.ehl.edu/en/promoting-employee-flexibility-hospitality-industry (2016-02-01)
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  • Certificates required for the Bachelor - French section | Ecole hôtelière de Lausanne
    You must provide one of the following documents TOEFL Your TOEFL results should be sent directly to the EHL Admissions Department by the Educational Testing Service ETS Write EHL s institution code on your examination papers EHL s institution code is 9090 and the department code is 00 TOEFL results are valid for two years Cambridge examinations You must obtain a certifying statement before sending your certificate Your results should be sent directly by Cambridge You can download the certifying statement application form from the Cambridge ESOL website IELTS you must submit a copy of your certificate 2 French certificates for students who have not completed their studies in a French speaking school All French language certificates must be certified Certified true copies may be obtained from an examination center a city hall in France or a notary Your best summer plan EHL Summer Academy Explore the careers of our Alumni Discover EHL s future campus New Master in global hospitality business on 3 continents Follow us also on Share with your friends ABOUT US Our Organization EHL BY THE NUMBERS Business Services Work at EHL Press Room STUDY Apply Meet us Bachelor program Master in Global Hospitality Business Executive MBA Master Class in Culinary Arts Diploma program Summer Academy Executive education Parents corner CAMPUS Virtual tour Getting to EHL Facilities Accommodation services Committees sports culture Parties and outings RECRUIT Internship dates Recruit online Career fairs Tailor made days Student Business Projects SBP RESEARCH Featured Research Studies Research Publications Archive F B chair Research Center Fellows Funded Research ALUMNI ETUDIER Pour les parents BLOG PRESS INTERNATIONAL STUDENTS RECRUITERS PARENTS THE WORLD OF HOSPITALITY CONTACT US HOW TO GET TO EHL VIRTUAL TOUR GASTRONOMIC RESTAURANT Address Ecole hôtelière de Lausanne Route de Cojonnex 18 1000 Lausanne 25 Suisse Reception Monday Thursday

    Original URL path: http://www.ehl.edu/en/study/apply/bachelor-application/preparing-your-application/certificates-required-french-section (2016-02-01)
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  • Certificates required for the Bachelor - English section | Ecole hôtelière de Lausanne
    required for the English section Certificates required for the Bachelor English section English language certificates To apply for our bachelor degree in hospitality management you must provide one of the following documents TOEFL Your TOEFL results should be sent directly to the EHL Admissions Department by the Educational Testing Service ETS Write EHL s institution code on your examination papers EHL s institution code is 9090 and the department code is 00 TOEFL results are valid for two years Cambridge examinations You must obtain a certifying statement before sending your certificate Your results should be sent directly by Cambridge You can download the certifying statement application form from the Cambridge ESOL website IELTS you must submit a copy of your certificate Your best summer plan EHL Summer Academy Explore the careers of our Alumni Discover EHL s future campus New Master in global hospitality business on 3 continents Follow us also on Share with your friends ABOUT US Our Organization EHL BY THE NUMBERS Business Services Work at EHL Press Room STUDY Apply Meet us Bachelor program Master in Global Hospitality Business Executive MBA Master Class in Culinary Arts Diploma program Summer Academy Executive education Parents corner CAMPUS Virtual tour Getting to EHL Facilities Accommodation services Committees sports culture Parties and outings RECRUIT Internship dates Recruit online Career fairs Tailor made days Student Business Projects SBP RESEARCH Featured Research Studies Research Publications Archive F B chair Research Center Fellows Funded Research ALUMNI ETUDIER Pour les parents BLOG PRESS INTERNATIONAL STUDENTS RECRUITERS PARENTS THE WORLD OF HOSPITALITY CONTACT US HOW TO GET TO EHL VIRTUAL TOUR GASTRONOMIC RESTAURANT Address Ecole hôtelière de Lausanne Route de Cojonnex 18 1000 Lausanne 25 Suisse Reception Monday Thursday 8 00 to 6 00 pm Friday 8 00 to 5 00 pm Weekend closed 41 21

    Original URL path: http://www.ehl.edu/en/study/apply/bachelor-application/preparing-your-application/certificates-required-english-section (2016-02-01)
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  • Global hospitality master - China | Ecole hôtelière de Lausanne
    amazing 5 star hotels and a center for modern architecture With a population of 7 million and a small surface area you will truly experience the bustling life of Asian cities Are you a nature lover Over 100 km of hiking paths await you leading through nature reserves and sandy beaches The Hong Kong Polytechnic University Hong Kong Polytechnic University welcomes 33000 students and is one of the leading university in Asia It offers over 200 programs including 82 Master s degrees and 6 doctoral level degrees HKPU website HKPU in pictures School of Tourism Hospitality Management The School for Hotel and Tourism Management at the Hong Kong Polytechnic University SHTM welcomes 2000 students and offers Bachelor Master s and PhD level hospitality programs It is ranked world s 2 in term of research in hospitality and tourism SHTM professors are represented on the editorial boards of more than 25 leading journals SHTM benefits from exceptional facilities It is housed in the building complex of the hotel ICON a 5 hotel purpose built to integrate state of the art educational and research facilities It is the first teaching and research hotel of its kind in the world SHTM website Related Links Master curriculum Application procedure Do you want to delete this metablock Are you sure Hong Kong China The Hong Kong Polytechnic Univ School of Tourism Hospitalit Your best summer plan EHL Summer Academy Explore the careers of our Alumni Discover EHL s future campus New Master in global hospitality business on 3 continents Follow us also on Share with your friends ABOUT US Our Organization EHL BY THE NUMBERS Business Services Work at EHL Press Room STUDY Apply Meet us Bachelor program Master in Global Hospitality Business Executive MBA Master Class in Culinary Arts Diploma program Summer Academy Executive

    Original URL path: http://www.ehl.edu/en/study/master-global-hospitality-business/3-cultures/china (2016-02-01)
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