Service Excellence -
Training Programme by
EHL Hospitality Business School

As the Head of Hospitality DNA and Senior Consultant in the Lausanne office, Olivier has extensive experience with assisting several organisations, from the luxury industry to the banking sector in establishing their service excellence culture. 

As an advisor, he thrives in multicultural environments and therefore travels the world to work on projects ranging from mixed-use destination projects to private medical facilities. Prior to joining EHL advisory, Olivier has been involved in managing a number of hospitality projects with one of them being a luxury boutique hotel & spa near Paris. He has also taken the lead in the setup of several food and beverage outlets around Europe and Switzerland from conceptualization to opening. 

The last one being a gastronomic restaurant that obtained a one Michelin-star rating 5 months after opening. A graduate of the Ecole hôtelière de Lausanne, Olivier is also a Project Management Professional (PMP) certified. His is a native Dutch speaker, is fluent in English and French, and can communicate in German and Spanish. 

Meygan Gerber is a consultant specializing in Hospitality & Service DNA Activation at EHL, within service organizations, with a focus on achieving transformational excellence for more than 7 years. With a core emphasis on employee engagement, service signature alignment, and strategic customer service integration, Meygan brings invaluable expertise to her role. Her dedication lies in fostering employee & customer engagements and optimizing the HR cycle to bolster service excellence within diverse industries, including airlines, banking & insurance, healthcare & pharmaceuticals, automotive, and retail & luxury retail sectors.

One of Meygan's key strengths lies in maintaining stringent quality control over service delivery while efficiently managing client accounts. Her strategic planning and execution of mandates consistently yield tangible results, driving organizational transformation and fostering a culture of service excellence. 

Moreover, Meygan brings a wealth of hands-on experience from her tenure in various prestigious hotels across Switzerland, Germany, the UK, Panama, and USA. Having worked in both front and back-of-the-house positions, she possesses a nuanced understanding of operational intricacies and customer service dynamics within the hospitality industry.

Meygan holds a Bachelor’s degree in Hospitality Business Management from the prestigious institution, EHL Hospitality Business School (known also as Ecole hôtelière de Lausanne) and continues to stay at the forefront of emerging trends and best practices in the field. Committed to lifelong learning, she regularly participates in professional development opportunities.

With her multifaceted skill set, Meygan is dedicated to partnering with organizations to navigate complex challenges, unlock the potential of their people, and achieve sustainable growth. Whether facilitating executive education programs, designing strategies, or implementing solutions, Meygan is known for her strategic insights, collaborative approach, and unwavering commitment to client success.

As a Consultant in the Lausanne office, Franck is convinced that beyond strategic alignment, employee engagement and customer engagement are the fundamentals of service excellence and competitive advantage leading to better business performance.

For any compelling brand or service, the employee’s engagement (including partners) allows to create a seamless experience that can surpass customer expectation, hence engaging the customer to return and to recommend the service. Understanding the strategic intent of organisations, the dynamics – and the resilience – of the stakeholders in the customer journey, the complexity of the service delivery would it be in the physical world or in the connected world, are all dimensions that need to be covered when addressing service excellence. Prior to joining EHL Advisory Services, Franck started his career in the IT industry (AlcatelLucent Enterprise/Business Communication) as a sales engineer and then business developer in charge of strategic partnerships, leading teams in France, Brazil, Sweden and the US. Earnest about his interest in hospitality management and customer care, Franck undertook the EHL Masters programme in 2012 to then move to a new set of leading roles as hotel manager and hotel director in various properties.

Franck holds a Master of Sciences in Telecommunications from Telecom Bretagne, a Master of Business Administration from London Business School and a Master of Hospitality Administration from Ecole Hôtelière de Lausanne. He is a French native, fluent in English, Spanish and Portuguese.