Product details

Urs Zurberger was coming to an inevitable conclusion: his family-owned hotel was in need of strategic change. In recent years, Urs had witnessed the sharing economy’s expansion in the Zermatt hotel environment and the new customer segments’ criticism of the Leckerli Hotel on social media (eg TripAdvisor). The 4-star hotel was also perceived as being outdated and a bad value for money. The Zurbergers have become worried about the future of their hotel and have expressed distinct viewpoints on how to move forward. While Urs believes that the successful formula of the past only needs a bit of tinkering, his wife and children have proposed more radical changes that range from divestment, technological innovations and concept modifications to a completely new business model. While some of their ideas seemed highly interesting, the sum of the distinct views have simply overwhelmed Urs and made him feel confused. He knows that he needs to develop a plan of action that all family members can agree to and that will ensure the long-term success of the Leckerli.