Advisor on Guest Recovery and Service Decision Authority

Switzerland·Tourism, Hospitality & Entertainment·Luxury hospitality· Zurich·Posted 4 September 2026

Applications close 15 December 2026

Luxury hospitality organisation in Switzerland

The problem this seat exists to solve

The advisor will help a hospitality leadership team improve how service failures are recognised, resolved and learned from. The engagement concerns the operating design of guest recovery, including frontline authority, information flow and the consistency of responses. It must protect guest trust without creating uncontrolled commitments or a culture in which compensation substitutes for fixing recurring defects.

Begin with actual cases

Review complaints, repeat contacts and unresolved incidents across the guest journey. Identify where colleagues lack authority, where information is lost between departments and where guests must explain the same problem repeatedly. Distinguish isolated errors from systemic weaknesses in capacity, maintenance or service design.

Observe how managers decide a response and whether comparable situations are treated coherently. A rigid compensation schedule may be as unhelpful as unlimited discretion. The advisor should determine what judgement is needed at each level and what information enables it.

Candidates should have senior hospitality operating experience and a record of improving service recovery across departments. They must explain a case where a generous response failed to restore trust because the underlying operating issue remained unresolved. Empathy must be accompanied by clear commercial and control judgement.

Recommendations for the operating team

Develop an approach to case ownership, escalation and delegated recovery decisions. Advise on training using realistic situations, including emotionally difficult interactions and failures affecting several guests. Propose a feedback mechanism that turns recurring issues into operational priorities rather than a larger complaints report.

The advisor will not handle live guest disputes, approve compensation or assume duty-management responsibility. Employment, legal and safety matters remain with authorised managers and appropriate specialists. Recommendations should clarify when a service issue needs a different form of escalation.

Case ownership in ordinary operations

Management should receive a practical decision framework, case-based training recommendations and a method for identifying repeat causes. Success means faster, more coherent resolution and fewer avoidable recurrences. Guests should experience ownership of the problem, while employees understand the limits and support available to them. The system should function during busy periods without requiring a senior executive to intervene in every difficult case.

Terms

Where the board sits: Zurich, Switzerland
Applications close: 15 December 2026
Appointment: Advisory engagement
Compensation: CHF 1,400–2,200 per day (indicative advisory day rate)

Before you apply — an advisory engagement

No office of director, and no appointment formalities.

An advisory engagement creates no directorship in Switzerland. There is no registry filing, no regulator pre-approval, no residency arithmetic and no statutory director liability — which is why it is so often the right first step into a market you do not yet know.

On this brief
Independence: Where the engagement specifies independence from any search that follows, that is a requirement of the engagement rather than a courtesy — an adviser to a board is not a candidate for it.

How advisory engagements are scoped

How this works

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GIDX-CH-03139 — Advisor on Guest Recovery and Service Decision Authority

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