Dr. Stefano Borzillo
Leading Change Effectively – Insights From Top Hospitality Leaders
EHL | July 19, 2024
Dr. Stefano Borzillo, Dr. Steffen Raub Welcome to a collection of insights and learnings based on the lived experiences of some of the many hospitality managers encountered at EHL. Based on practicing a set of key principles and behaviors, becoming an effective change leader is a skill that develops over time. The need for constant change It has become almost commonplace to state that change is everywhere around us. And yet, it is true that in complex and challenging business contexts few organizations can be successful without continuously questioning and adapting their way of doing things to the changing realities of the industry aroun...
Holacracy or Wholly Crazy? Is a Flattened Hierarchy Suitable to Hospitality?
EHL Staff | August 2, 2023
By Dr. Steffen Raub, Dr. Bertrand Audrin, Dr. Stefano Borzillo One concept in the hospitality sector, known for its traditionally very vertical hierarchical structure, is sparking discussion about the future of specific hospitality industry organizations. It's called “holacracy,” a flattened organizational structure that seeks to distribute authority and empower employees at all levels. But is this innovative approach compatible with the hospitality industry's complex, highly hierarchical dynamics? In this article, we examine the question: Is a flattened organizational structure suitable for organizations in the hospitality industry? ...
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)...
Have You Taken Your Team’s Temperature Lately?
Dr. Stefano Borzillo | May 22, 2020
Effective evaluation to ensure a well-functioning team in the workplace. By Dr. Stefano Borzillo Hospitality is typically founded on teams of individuals working together, not only for the high performance of their function but also for creating a positive experience for guests. We can see that F&B, front desk and housekeeping teams all have an effect on guests’ impressions of their hotel stay. Similarly, back office teams such as marketing, finance and revenue management contribute to the performance of the organization through smooth operations and raising brand awareness. Research has identified that the more effective the team...
