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A friendly smile at reception, a motivated service team or creative dishes served at table: these are the visible results of satisfied employees who identify with the hotel. Guests express their thanks with a generous tip or a glowing review on Tripadvisor or Booking.com. However: jobs in hotels and restaurants are strenuous and demanding. Hotel operators must make special efforts to ensure their employees' wellbeing. Many members of the Responsible Hotels of Switzerland group go the extra mile to achieve this.

«Das Wichtigste in einem Hotel sind die Menschen.»

Claudia & Andreas Züllig, hosts at the Hotel Schweizerhof

Ongoing training for employees

Training – at both basic and advanced levels – is a key factor in employee development. All employees at the Hotel Schweizerhof in Lenzerheide benefit from an extensive development programme that includes in-house training courses on topics such as the mission statement and empathy. The programme also includes regular training sessions by employee coaches who contribute new impetus and perspectives from outside the hotel. A unique feature: regular "Sustainability Weeks" when employees develop new possibilities for various areas of responsibility. Claudia and Andreas Züllig, hosts at the Hotel Schweizerhof, believe that satisfied employees directly impact guest satisfaction. "What's most important in a hotel? The people: guests and employees alike. Well trained, motivated employees help guests to feel at ease, so they are keen to return," Claudia and Andreas Züllig say with conviction. 

The whole region benefits

One of the important objectives for any hotel business is to employ staff on a long-term basis. As well as benefiting quality in the establishment itself, this also enables the surrounding region to retain its workforce. This, in turn, has a valuable impact on the local economy, schools and social life. With a local employment rate of over 30%, the Castello del Sole in Ascona ensures that local skilled staff will work and stay in Ticino on a long-term basis.  

«Every single baker, butcher and carpenter in the region benefits if we are able to keep our hotels open throughout the year.»

René Stoye, Head of Operations in the Belvedere Hotel Family, Scuol

The Belvedere Hotel Family in Scuol, which includes two Responsible Hotels – the GuardaVal and the Hotel Belvedere – ranks as one of the largest employers in the Lower Engadine. Head of Operations René Stoye believes that employees merit the greatest attention. "They are our biggest asset – they keep the engine running, and it's their dedication and passion that enable us to realise the company's ideas, visions and goals." As well as good pay, he sees personal development and career planning as critical aspects. "This is how we make sure that employees have prospects here in the Engadine, so they won't turn their backs on the region again after one or two years". Thanks to this approach, the hotel family can fill positions in its properties – even including senior management posts – from its own ranks, so know-how is retained within the group. René Stoye is also certain that the whole region benefits when employees stay with the company on a long-term basis: "We offer 90% of our jobs as year-round positions – so we can keep our hotels open throughout the year. This means that every single baker, butcher or carpenter and all the other tradespeople in our valley can count on a secure income for twelve months of the year. The result is that the value chain continues to function without interruptions." 

Mountain regions also experience housing shortages

Especially in mountain regions, staff accommodation presents a major challenge because real estate prices are so high. However, satisfactory living conditions are also a major "feelgood factor", and they play a key part in employee retention. In 2022, the Valbella Resort at Lenzerheide is building a staff residence with 46 new, ultra-modern rooms: this will encourage employees to remain with the hotel – and the region – on a long-term basis. Located only five minutes' walk away from the hotel, the staff quarters also offer areas where residents can relax and meet up: these facilities will foster social exchange among the employees. 

90% of the Responsible Hotels of Switzerland train apprentices

Long-term staff retention already begins when young employees are recruited and trained. 90% of all the Responsible Hotels of Switzerland train apprentices in their establishments: in this way, they provide training opportunities for future hospitality professionals. The entire Swiss hotel industry benefits from this. Many properties in the Responsible Hotels of Switzerland group offer internships and training opportunities for career changers, and they also make it possible for people with no training or those with disabilities to start out in the industry.