Juliane Voelker has dedicated her career to exploring the intricacies of emotional intelligence and its applications in various fields. As a post-doctoral researcher at the Swiss Center for Affective Sciences, she focuses on understanding and enhancing emotional experiences, particularly in the context of music and emotional communication[1][3].
With a strong academic background, Juliane has delved into the separate emotional abilities of recognizing, understanding, regulating, and managing emotions. Her research aims to uncover the mechanisms behind emotional intelligence and how it can be harnessed to improve personal and professional interactions[3].
Juliane’s work extends to the hospitality industry, where she investigates the contributions of emotional intelligence, fluid ability, and personality to academic performance and professional success. Her research highlights the importance of emotional intelligence in educational settings, offering insights into how it can enhance learning outcomes and service excellence[4][5][6].
With his roots in luxury hospitality, Wolfgang draws from over 16 years of international management experience working for leading hospitality brands, launching F&B concepts & businesses, advising startups and leading operations for major Tech firms. During his experience Wolfgang focused on how to assign measurable goals towards corporate strategies and breaking them down into specific actions enabling the teams to act in line with organisational needs. The key is to set operational incentives so that performance matches and drives the overall vision of the organisation.
Donald Glowinski has built his career around the challenges of training through simulation in the clinical field, focusing on emotional competencies and digital transition. With over 20 years of experience, he has become a specialist in the scientific analysis of behaviors and emotions, providing insights to both international organizations like Google and Intel, and national institutions such as the State of Geneva and the University Hospitals of Geneva.
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.