Stefano Borzillo
What Hospitals Can Learn From the Hospitality Industry – The Strategic Perspective
EHL | August 19, 2024
A strategic look at what hospitals stand to learn from their neighboring industry, hospitality. Though serving different purposes, both sectors share potential success factors. In terms of developing a stronger sense of customer satisfaction for the patient, many lessons can be learnt from analysing what hospitality strives to do well. Some parallels between hospitals and hospitality At first sight, the healthcare and hospitality industries appear to be miles apart. However, a closer look reveals many parallels between the two - and these are not limited to the common Latin root of the words hospital and hospitality. The core mission of a...
Fresh Ideas for Surviving Future Crises in the Hotel Business
EHL | November 14, 2022
The World Café was held at EHL Hospitality Business School in July 2022. The event was an opportunity to exchange ideas on the impact of past crises and future preparedness, with 50 hospitality industry practitioners, researchers and economists from Western Switzerland. It was led by Professors Emmanuel Fragniere, Roland Schegg (HES-SO Valais-Wallis), Stefano Borzillo and Augusto Hasman (EHL Hospitality Business School). In this article we present the insider highlights and fresh ideas for surviving any future crises. Crisis management preparedness: New innovation strategies 1. Empowering staff Empowering staff means taking a lo...
Toxic Leadership: How to Spot It, Survive It and Thrive
Stefano Borzillo | July 7, 2022
By Stefano Borzillo Autocratic and overbearing styles of leadership were once considered socially and professionally acceptable in certain types of organizations. After decades of research, aspects of these management styles are now defined as 'toxic' leadership' and are provenly linked to staff underperformance and violation of the best interests of team members and stakeholders in general. What is toxic leadership? Researchers exploring the topic generally agree that toxic leadership comes from personality or behaviors that harm not only individuals but also the organization. Toxic leaders are “those individuals who by dint of t...
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...
