EHL Insights
Satisfying Customer Expectations: What About Employee Expectations?
Ana McFee | June 6, 2023
By Ana McFee Today's employee expectations Similarly to customers, employees' expectations have also evolved, and never more so than in the post-Covid/Gen Z landscape. Today's employees are prepared to switch careers or companies, and so expect more than just a regular paycheck and access to good benefits. From a talent retention perspective, creating equally tailored experiences for your employees as for customers will therefore help attract and keep the best talent and lead to improved productivity and business performance. It will above all communicate to employees, even as early as the hiring process, that company culture is geared...
When Business Strategy Rhymes With Financial Reporting Complexity
Dr Cédric Poretti | May 19, 2023
An insightful exploration into how certain business strategies can enhance the flexibility of companies while simultaneously increasing their financial reporting complexity. The COVID-19 pandemic and the recent invasion of Ukraine are two prime examples of unanticipated shocks that have placed intense strain on companies’ financials. These events generated uncertainty and highlighted the importance of managing risks and being flexible. Financial flexibility can be achieved through retaining adequate cash reserves to handle any unforeseen obligation or constraint, or adopting a cost structure that allows the firm to withstand a sudden dec...
Hospitality Trends: How Are the Different Generations Traveling?
Tatyana Tsukanova | May 16, 2023
By Tatyana Tsukanova, Lionel Saul The hospitality and tourism industry has always come up with names to describe cohorts of travelers that share similar interests and behaviors. Sometimes those names follow the famous generation categorization, such as Millennial travelers and Gen Z travelers, or have more tailored-made definitions. Silent travel and its impact In the last decade, the impact of the generalization of smartphone usage has created a new category of travelers: silent travelers. This cohort has adopted mobile technology to enhance or even replace the conventional in-person service delivery that occurs in the hospitality ...
How Gen Z Work Ethic and Attitudes Are Impacting the Workplace
EHL Insights | May 2, 2023
Horizontal working modes typically imply, for example, that employees from department “A” be given regular opportunities to collaborate on cross-functional projects with employees from departments "B", “C", "D”, or “Z." You name them. When these cross-functional collaborations multiply throughout/across the organization, here is what you get in the short term: the sharing of new ideas, knowledge, and best practices. In the medium term, these cross-silo collaborations may even shape employees’ career development paths—that is, by helping them develop a wider panel of skills and expertise. When this happens, your organization s...
Key Steps to Promoting Mental Serenity in the Hospitality Workplace
Dr Stefano Borzillo | April 27, 2023
By Dr. Stefano Borzillo, Dr. Lohyd Terrier, Nicolas Quoëx An ongoing study based on qualitative interviews with 25 EHL students in their final year of bachelor's studies (i.e., Gen Z) - each with at least one year of practical experience in the hospitality industry - reveals a perceived culture of workplace incivility within the hotel industry. Workplace incivility refers to “low-intensity deviant behavior with ambiguous intent to harm the target, in violation of workplace norms for mutual respect." "Uncivil behaviors are characteristically rude and discourteous, displaying a lack of regard for others” (Anderson & Pearson, 1999)...
Top 5 Most In-Demand Soft Skills of 2023
EHL Insights | April 13, 2023
Today, more global organizations like Google, Apple, IBM and Facebook are no longer emphasizing the need for specific titles or experience and instead are shifting towards a focus on skills when considering candidates for a job. According to research by LinkedIn, the skills companies need most are determined by looking at skills that are most sought after based on six months of data (April to October 2022) from employers, hirers, and job-posters on LinkedIn. Demand is measured by identifying skills possessed by members who were hired or InMailed, as well as the skills listed in paid job postings. The results showed that employers are look...
7 Restaurant Technology Trends to Watch in 2023
EHL Insights | March 29, 2023
The restaurant industry has traditionally been slow to adopt technology and innovative digital solutions. But in 2020 and 2021, the COVID-19 pandemic and economic instability that spilled into 2022 - and now the anticipated recession in 2023 - changed that and forced food and beverage outlets to look beyond the traditional. Many restaurants have turned to tech in the last couple of years, even if reluctantly, to adapt to a new reality. One which includes more contactless technology, and is realigned with new customer expectations and wants. Technology and innovation are what have helped, even saved, restaurants as they transform how th...
Why Chinese Tourists Are Not Totally Ready to Make a Revenge Comeback
Dr Yong Chen | March 17, 2023
Insights into the various factors that have impacted Chinese tourists before and after the pandemic, and why the likelihood of a Chinese revenge tourism comeback is slim for the moment. Chinese tourism: Pre and post-Covid Global tourism in 2021 stood at 448 million tourist arrivals and US$637 billion expenditures, which was one-third of the pre-Covid level in 2019. To put it in perspective, the size of global tourism now is equivalent to that of 1990 in terms of tourist arrivals (Figure 1). This unprecedented recession has far eclipsed all impacts of the 1990−91 recession, 2001−02 terrorist attacks, and the 2007−08 global fina...
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