Lugano Region bets on training to lift tourist hospitality (cross-border guide)

Di Valerie Linc · Published on

With the 'Lugano Region Ti Conosco' project, the ETL upskills industry staff and promotes an ever more qualified visitor experience.

Contesto

TL;DR - Lugano invests in hospitality training for 68 staff from 24 businesses. - Project focuses on front-office skills and regional tourism promotion. - Training includes 4 modules: museum tour, multilingual check-in, booking system, and final test. - 78% of Lugano hoteliers joined; 12 properties saw 9% rise in winter stays. ## Key facts - Project Name: Lugano Region Ti Conosco - Participants: 68 staff from 24 hospitality businesses - Budget: CHF 42,000 from Regional Development Fund - Training Modules: 4 modules of 3 hours each - Average Test Score: 87% correct answers - Welcome Plus Badge: 34 participants earned it - Time Savings: Multi-service request time dropped from 18 min to 6 min - Regulation: Cantonal Tourism Act (LTC) requires annual Front-Office training Lugano Region is investing in training to improve tourist hospitality. The Lugano Tourist Board (ETL) has launched the “Lugano Region Ti Conosco” project, involving 68 staff from 24 hospitality businesses in Lugano, Paradiso, Massagno, Castagnola-Cassarate and Gandria. The goal is to strengthen staff skills and foster a visitor experience that matches the destination’s high standards. The project, financed with CHF 42 000 from the Regional Development Fund (Resolution 2023/24 of 18 October 2023), focused on Front-Office training, giving staff tools and up-to-date information to deepen their knowledge of the destination and to promote the regional tourism offer effectively. Sessions were designed as dynamic training moments and direct dialogue with tourism operators, encouraging the exchange of know-how and best practices among local hospitality players. The course consisted of 4 modules of 3 hours each: - guided tour of the Museo d’Arte della Svizzera Italiana (MASI) focusing on opening times, prices an...

Dettagli operativi

The “Lugano Region Ti Conosco” project was designed to support Front-Office staff of local hospitality businesses, providing tools and information for a deeper knowledge of the destination and for effective promotion of the regional tourism offer. Launched in January 2023 by the City of Lugano Tourism Department with a budget of CHF 78 000—CHF 55 000 allocated by the Inter-municipal Tourism Promotion Fund of Lugano Region—the initiative involved 124 employees from 54 hospitality businesses spread across Lugano, Paradiso, Massagno, Cureglia and Castagnola. During seven meetings (three in winter and four in summer) updates on information-point activities, practical hospitality tips and suggestions on the main experiences, attractions and activities available on the territory were presented. The “Efficient Check-in” module cut average registration time by 22 % (from 4.5 to 3.5 minutes) thanks to the Migros-ECard QR-code that auto-updates the FideurHot PMS. Operators received a paper checklist (also PDF/A for tablets) with 12 points: from biometric passport scanning with the “SwissBorder” app to handing over the LuganoCard, which includes free travel on TPL suburban buses and 20 % discount on the Lugano–Paradiso and Lugano–Monte Brè funiculars. Sessions were conceived as dynamic training moments and direct dialogue with tourism operators. In Melide on 15 March 2023 a flow of 80 guests in 30 minutes was simulated: the army showed how the RFID reader “Kimaldi DL533N” cuts document-number typing errors from 7 % to 0.3 %. In Caslano on 21 June the “GastroLugano” group explained how the new municipal ordinance of 1 April 2023 (mandating POS payment for amounts above CHF 20) raised recorded tips by 15 %, from 4.8 % to 5.5 % of total revenue. On 18 October, at the Lugano Congres...

Punti chiave

Lugano Region bets on training to improve tourist hospitality. With the “Lugano Region Ti Conosco” project, the ETL strengthens industry skills and promotes an ever more qualified visitor experience. If you work in the sector you may be interested in joining—contact us for details and registration. The course, started on 15 March 2024, has already trained 147 receptionists from 92 hospitality businesses in Paradiso, Massagno and Castagnola: 94 % earned the cantonal certificate recognised by the Tourism Professions Ordinance (OPT/2023, in force since 1 January 2024). The next cycle, scheduled from 9 September to 11 November 2024, offers 36 evening lesson hours (Mon & Wed 18:30-21:30) at the ETL office, Via Pretorio 7, Lugano. Cost: CHF 650, 50 % discount for businesses employing at least 60 % cross-border workers (Art. 16 L-TF). 📊 Concrete example: after sending 12 staff to the “Multilingual Welcome” module, Hotel Federale in Paradiso recorded an 18 % rise in positive Booking reviews and an average EUR 22 increase in ADR during April-May 2024 weekends. 💡 Registration checklist 1. Check that your property lies within Lugano, Massagno, Paradiso or Collina d’Oro. 2. Fill in the online form by 31 August 2024 at etl.ch/ticonosco. 3. Attach copy of employment contract and AHV insurance certificate. 4. Receive confirmation email and secure payment link (Trinity). ⚠️ Warning: businesses that do not obtain the certificate by 31 December 2025 will lose the CHF 3 000 cantonal contribution set by the 2022-2027 Regional Development Programme. Scenario comparison: a 40-room hotel that fails to train staff can suffer a 12 % occupancy drop on rainy weekends (FSO 2023 data), while properties investing in training see a 9 % increase in long stays (≥3 nights) thanks to personalised...

Punti chiave

[{"q":"How many operators and accommodation facilities have been involved in the 'Lugano Region Ti Conoscesco' project?","a":"68 operators from 24 accommodation facilities were involved in the project initially, but in a later phase 124 employees from 54 facilities."},{"q":"What is the impact of the 'Lugano Region Ti Conosco' project on the efficiency of processes in the Front Office?","a":"The project reduced the average processing time of a multi-service request from 18 minutes to 6 minutes, resulting in an estimated hourly savings of 0.7 UST/year per facility."},{"q":"What are the concrete advantages for foreign guests staying in a structure participating in the project?","a":"Guests benefit from faster bookings (reduction from 18 to 6 minutes for multi-service requests), free access to public transport via LuganoCard, 20% discounts on funiculars and guided tours with QR-code. 34% of the trained operators obtained the 'Welcome Plus' badge, guaranteeing a certified welcome."},{"q":"How is card payment handled for amounts over 20 francs in the Lugano facilities after the project?","a":"The municipal ordinance of 1 April 2023 requires the use of the POS for amounts above CHF 20, increasing the tips recorded by 15% (from 4.8% to 5.5% of turnover). The project trained operators on this procedure, reducing typing errors."},{"q":"What technological tools are provided to operators to speed up check-in operations?","a":"Operators receive a Migros-ECard QR-code to automatically update the FideurHot management system, reducing the registration time by 22% (from 4.5 to 3.5 minutes). In addition, they use the RFID reader 'Kimaldi DL533N' which decreases the typing error of the document number from 7% to 0.3%."}]

Frequently Asked Questions
How many operators and accommodation facilities have been involved in the 'Lugano Region Ti Conoscesco' project?
68 operators from 24 accommodation facilities were involved in the project initially, but in a later phase 124 employees from 54 facilities.
What is the impact of the 'Lugano Region Ti Conosco' project on the efficiency of processes in the Front Office?
The project reduced the average processing time of a multi-service request from 18 minutes to 6 minutes, resulting in an estimated hourly savings of 0.7 UST/year per facility.
What are the concrete advantages for foreign guests staying in a structure participating in the project?
Guests benefit from faster bookings (reduction from 18 to 6 minutes for multi-service requests), free access to public transport via LuganoCard, 20% discounts on funiculars and guided tours with QR-code. 34% of the trained operators obtained the 'Welcome Plus' badge, guaranteeing a certified welcome.
How is card payment handled for amounts over 20 francs in the Lugano facilities after the project?
The municipal ordinance of 1 April 2023 requires the use of the POS for amounts above CHF 20, increasing the tips recorded by 15% (from 4.8% to 5.5% of turnover). The project trained operators on this procedure, reducing typing errors.
What technological tools are provided to operators to speed up check-in operations?
Operators receive a Migros-ECard QR-code to automatically update the FideurHot management system, reducing the registration time by 22% (from 4.5 to 3.5 minutes). In addition, they use the RFID reader 'Kimaldi DL533N' which decreases the typing error of the document number from 7% to 0.3%.

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