Zürich’s Hospitality Approach: The Key to Happy Guests

A few weeks ago, I had the unique opportunity to visit Switzerland to attend the Young Hospitality Summit in Lausanne, Switzerland. I spent my first two days wandering Zürich, the largest city in the country, and I encountered a completely different model of hospitality. The straightforward service was complemented by unique, heartfelt experiences, and all workers were attentive and professional. I found myself efficiently and kindly served, and I began to think that the Swiss-German model of service has something to teach other countries. I believe that the simplicity of the hospitality in Zürich could refresh the sometimes-overwhelming hospitality we experience here in the United States.

Themed artwork, natural light, and local cuisine: Hotel Seegarten. It was here that I had my first taste of Zürich hospitality. I arrived at this boutique hotel in the early morning after a long flight, hoping to drop off my luggage and inquire about an early check-in. A man kindly greeted me at the desk, and he not only took my luggage up to my room but also informed me that he could have the room prepared by noon. When I returned after noon to check in, he remembered me and gave me clear, useful information on the hotel’s amenities and schedule. Within two minutes I was up in my clean room, able to rest after my lengthy journey.

Throughout the rest of my visit to Zürich, I experienced the same timeliness and quality of service. When I went looking for a local bite to eat, I visited the well-known Zeughauskeller restaurant. The hostess was able to seat me quickly and my server was at my table momentarily. My server was very unobtrusive: there were no constant questions on how I liked the food, no upsells, and no casual small talk. Although this type of service may seem cold or unwelcoming to us here in the U.S., it was refreshing to be able to enjoy my meal in peace.

When comparing Zürich’s hospitality to that of the United States, there are a few areas in which I feel Zürich outperforms us. Firstly, they are very timely people. Their service is completed quickly without sacrificing quality. I did not find myself waiting in long lines or being promised amenities that never made it to the room. This sort of timeliness would remove a lot of the guest complaints that we receive for delays in the U.S. In addition, the hospitality establishments in are considerably more unique. In the U.S., SOPs and brand affiliations seem to take precedence, but, in Zürich, individuality and authenticity are of great importance. Hotel Seegarten serves local cheese and pastries for its breakfast buffet, and Zeughauskeller is built from an historic armory. Genuine interactions replace the scripted responses that hospitality representatives are taught in the United States. The whole experience was incredibly organic and human.

What can this model of hospitality teach us? It is important for properties in the U.S. to pique the interest of younger generations, and certainly unique, unobtrusive service does just that. As Millennials and Gen Z individuals become a greater proportion of travelers, expectations are vastly different than before. Younger generations do not necessarily want to spend lots of time at the desk being pressured into loyalty programs or given unnecessary facts about the hotel. Technology allows younger generations to access a wealth of information about the lodging’s amenities before arrival, so spending precious vacation time at the hotel desk hearing the same information is undesirable Additionally, younger generations do not like to be tied down to one brand or concept, so uniqueness in service is crucial. This makes Zürich’s model of service a perfect fit for upcoming generations.

Although Zürich’s hospitality is far from the norm here in the United States, I think its emphasis on timeliness and individuality is a beneficial approach for companies to take in the near future. If hospitality operations want to improve their satisfaction and please their guests, I recommend they incorporate the following three facets of Zürich hospitality into their employee values:

• Simplicity: Directions and information about the hotel or restaurant are clearly communicated and easily accessible. Employees do not overwhelm guests or force promotions and programs on them.
• Authenticity: Responses and interactions are polite, yet not forced or scripted. This type of hospitality feels genuine and direct, and employees seem more caring and attentive to guest needs.
• Timeliness & trustworthiness: Employees strive to provide all amenities and services quickly, and they keep their promises.

These qualities of service will help eliminate many complaints and provide a more positive stay or experience for your guests. It is to your advantage to train employees to be honest, prompt, and authentically hospitable to your guests. I truly believe that the spirit of hospitality in Zürich can bring a refreshingly simple approach to our complex hospitality in the U.S.