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Hospitality Forum “Back to Basics: Creating Customer Experiences”
April 11, 2018 @ 10:00 am - 6:00 pm
In association with
SwissCham Shanghai is delighted to invite you to:
“Back to Basics: Creating Customer Experiences”
Wednesday, April 11, 2018
10:00 – 18:00
@Les Roches Jin Jiang International Hotel Management College Shanghai
Dear Members and Friends of SwissCham,
We are excited to have our fifth Les Roches Jin Jiang Hospitality Forum on 11th April 2018, which will cover this important topic in detail. Our key speakers cover the many nuances of Hospitality today and with the rapid expansion of the industry, there is a need for us to focus at the importance of fundamentals; how creating “customers experience is the new marketing”, to quote Derek Sivers, founder of CD Baby. They will give great insights on the importance of Hospitality values in their respective fields of work, including luxury hotel, famous haute couture fashion house, Nespresso and personalized butler services.
Insights are focusing on first impressions but neglecting the importance of last impressions. Secondly customer experiences depend on subtle, textural impressions as they do on grand gestures. Thirdly, organizations are relying on the bosses however discount or fail to make use of front line, customer-facing employees with deep and intimate knowledge. Fourthly, Hospitality neglects the innovations and best practices of other industries. Lastly, the customers have a hard time articulating, or even knowing what is valuable to them; thus a challenge in creating or improving the customer experience.
In addition to these key speakers, selected Les Roches Jin Jiang postgraduate students will participate in the forum through a mini-workshop and presenting further food for thought.
The Hospitality Forum will start off with on-campus lunch followed by keynote speeches and a panel discussion to “connect the dots”. The audience will be composed of guests from a various Chambers of Commerce in Shanghai, external visitors and a blend of undergraduate and postgraduate students from our college.
Your SwissCham Team
About the Speakers
Morgan Lotterie | Executive Director of Butler Academy, 英然T.I.C – The Image Collective
Mr. Morgan Lotterie is working in the T.I.C’s Butler Academy as the Executive Director. He graduated with an International Bachelor’s Degree in Hospitality and Catering Management at the Vatel Institute in Bordeaux, France and a EURHODIP (European Hospitality Diploma) Degree. Certified with WSET (Wine and Spirit Education Trust), ISG (International Sommelier Guild) and HACCP trainer, Mr. Lotterie has also graduated from the Charles MacPherson Academy in Toronto.
With an international extensive F&B working experience, he now keenly shares his knowledge and passion for luxury industry and lifestyle, Mr. Lotterie has trained teams from luxury boutique hotels in Asia to Accor world biggest Pullman. Since his arrival in China, Mr. Lotterie has trained lifestyle and household management to Chinese elite but also etiquette, attitude and mindset, hospitality operations, food and beverage, wines and spirits, team management, grooming and style to business schools, international corporations, private banks and luxury brands.
Rudiger C. Hollweg | General Manager, Grand Kempinski Hotel Shanghai
Rudiger C. Hollweg, a German national, has 40 years of working experience in the international hotel business in places like Frankfurt, Berlin, Bangkok, Madeira, Florida, Cyprus, Algarve and Marbella. He started his career as an intern at the legendary Kempinski Vier Jahreszeiten Hotel in Muenich, Germany. Prior to his current assignment in Pudong at the 686 room Grand Kempinski Hotel Shanghai with 580 employees, Rudiger Hollweg was General Manager of Kempinski Sanya Haitang Bay, the Hawaii of China.He speaks 5 languages i.e. German, English, Portugese, Spanish and French.
Alfonso Troisi | Business Executive Officer China, Nestle Nespresso Beijing Ltd.
Alfonso Troisi is a versatile and almighty person. He works for Nestle Nespresso as a Business Executive Officer in China. Prior to Nespresso he was in charge of Marketing in Metro Cash & Carry Asia. He has more than 20 years of sales and marketing experience with leading international companies such as Pernod Ricard, Diageo and Metro. Alfonso Troisi is an Italian national and speaks 5 languages, such as Mandarin, English, French, Italian and Spanish.
Julie Som | General Manager, SOM Hospitality
Ms. Julie SOM has over 20 years of experience in Singapore and China, with a good reputation within the field won through outstanding performance from hotel business opening to actual operation. Ms. Som has once taken senior management positions in Shangri-La Hotel and Resorts, InterContinental Hotels Group, Accor Hotels Group etc. before and managed a number of stared hotels affiliated with Chinese stated-owned and private enterprises, which has enabled her to have rich practical experience in leadership utilization, hotel pre-opening and training.
Date & Time （日期及时间）
Wednesday, April 11, 2018 10:00 – 18:00
10:00 Gathering at meeting point location and departure to campus @Metropolo Hotel, 918 Yan’an West Road (close to Jiangsu Road), Changning District (please refer to the map below in the location sector)
Upon arrival Campus Tour by Management / Marketing
12:00 – 12:55 Lunch @ Les Roches Jin Jiang Campus Restaurant
13:00 – 13:10 Welcome
13:10 – 13:40 Student Participation
13:40 – 14:00 Keynote Speech I
14:00 – 14:20 Keynote Speech II
14:20 – 14:50 Coffee Break
14:50 – 15:10 Keynote Speech III
15:10 – 15:30 Keynote Speech IV
15:30 – 15:50 Panel Discussion with all keynote speakers
15:50 – 16:00 Summary & Closing Remarks
16:00 Departure from campus back to downtown Shanghai
(Metropolo Hotel, 918 Yan’an West Road)
Prices（价格）:（To be paid upon arrival, Cash and Credit Card accepted, Fapiao can be issued）
Members RMB 150 per person
Non-Members RMB 250 per person
Please Note: If you have special diet requirement, or you would like to drive to the event site yourself, please email: email@example.com in advance.
RSVP: Please register by April 09, 2018 请在2018年04月09日登记
Cancellation of RSVP
In case you need to cancel your attendance to the event, please write an email to firstname.lastname@example.org at least 24 hours prior to the event. Failure to cancel your RSVP timely will require the payment of a “no show bill” of the full amount stated in this invitation. You can reach us as well by telephone: 021 5368 1237
Meeting Point for Departure to the Campus:
Metropolo Hotel, 锦江都城达华酒店
918 Yan’an West Road (close to Jiangsu Road), Changning District