No. 19 - 10 Jahres Ausgabe, Lech & Zürs

L.L. Today you don’t just work in the family business and
your hotel der klostertalerhof in Klösterle, but you’re also
in hotel consulting. What does a hotel need to do – today
and in the future – to really inspire the guests?
PA.B. I think it was Jeff Bezos who drew up an empty chair
at every meeting and said that this chair was for the guest.
Because, first and foremost, we have to ask ourselves: do we
create comfort for our guests or for
ourselves? It needs to be very clear
where the focus is. And at the end of
the day, it needs to be all about the
customer. A customer who has
become a member of staff. Which
means that we should look at the
person we work for and with. It’s no
longer enough for customers or staff to
be content. No, there has to be inspiration
– all along the customer journey.
Which means the staff has to be on
board the whole way because at the
end of the day it’s more than just two
hands that will delight the guest, it’s
the hands of all those that work on
the product. Behind the scenes or in
plain view. Just like any other business
a hotel needs a “why”. Its existential
question which can never be
about optimising its profit – which,
at best, can only be the result. With
a clear “why” many things – from operative business to
booking process – can change in a hotel. So, in the end, I’d
say a clear “why”, understanding, self-criticism, and the
passion to become better every single day are important steps
along the path to the future.
WORDRAP
Bromance vs. bro-drama?
PA.B. / Definitely bromance! I am very
proud of my brother. We simply complement
each other.
PH.B. / I agree. Bromance all the way. I profit
from my brother’s experience.
Zürs can’t be without …
PA.B. / community.
PH.B. / friendly Brändle.
friendly Brändle is always ...
PA.B. / there for its guests.
PH.B. / friendly.
A guest of Zürs needs to know:
PA.B. / they are always in good hands
PH.B. / … and always welcome in Zürs.
Perfect ski service in three words:
PH.B. / Fast. Quality. Affordable.
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L.L. Lech Zürs and the Arlberg have a special pull.
How do many family-run businesses manage to turn a
guest into a regular?
PA.B. In general, there is the challenge of inspiring a cosmopolitan
crowd in a way to make them want to come back.