Claudia Borrelly

Grounded in the principles of hospitality, Claudia Borrelly has spearheaded numerous openings and implemented Food & Beverage (F&B) projects across both the hospitality and railway industries. Her approach centers on operationalizing concepts from the value proposition to customer service delivery, with a strong emphasis on service excellence through people. Claudia is committed to unleashing the potential of individuals and teams by integrating emotional intelligence into leadership and managerial tools.

With 15 years of experience, Claudia has successfully opened, set up, and managed exclusive F&B concepts throughout Europe. Her notable projects include Les Jardins du Festival for Fairmont Montreux Palace and the Montreux Jazz Festival in Switzerland, the F&B venue at Admiralty House for the Olympic Games in Buckingham Palace, and the grand opening of a restaurant in a 5-star hotel at London Bridge, United Kingdom. Transitioning her expertise to the railway industry, Claudia led the customer service team aboard the Eurostar in London, managing a team of 600 staff. She played a pivotal role in operationalizing the new Eurostar base in Amsterdam amidst political challenges like Brexit and contributed to the setup of the New Orient Express with Accor, crafting the service culture Orient express hotels, trains and ships.

As a permanent speaker at the École Hôtelière de Lausanne, Claudia leverages her extensive operational experience alongside her academic background to theorize and structure operations using academic tools. This methodology enhances planning, increases efficiency, and reduces service failures, wastage, and costs. Her methodical and synthetic approach ensures a customer-centric focus throughout all operations.