Interview
Laura Binetti
From her childhood games at home to the summits of Zermatt, Laura Binetti has charted a course in the hotel business that is as authentic as it is inspiring. Today, as Assistant Manager at LaVue Zermatt, she embodies a new generation of professionals: versatile, committed and deeply human.
In this interview, she shares with us the behind-the-scenes secrets of her profession, the lessons she has learned in the field, and her vision of sincere, made-to-measure hospitality, focused on excellence. A fascinating exchange between Swiss rigor, Japanese inspiration and love of detail.
From Lausanne to Amsterdam, via mountain chalets and luxury hotels, discover her career path, her advice for students, and her philosophy of hospitality: warm, demanding and resolutely other-oriented.
Laura, could you tell us how your passion for the hotel business began, and how it has developed over the years?
“The starting point was in my childhood home, where, with my brothers and sisters, we would play at imagining we were running a restaurant, and I would take customers’ orders. What’s more, thanks to the chance to travel a lot from an early age with my family, I’ve always been fascinated by the atmosphere and dynamism of hotels. I’ve also enjoyed welcoming friends into my home and organizing birthday parties. Cooking and eating are also great passions of mine!
What I’m particularly passionate about is bringing a little magic to a stay and making customers feel as comfortable as possible. In the course of my career, I’ve learned to anticipate, listen and adapt, while maintaining a constant desire to please. It’s a demanding job, but deeply rewarding.”
Looking back on your training at the École Hôtelière de Genève, why did you choose this school and what skills acquired during your studies do you consider most valuable in your current career?
“With my CFC in my pocket, it seemed obvious to me to go to the EHG, a hotel school that favors the practical aspect. Indeed, I’m someone who prefers experience in the field to theory. The main skills I acquired during my studies are rigor and time management. And of course the mastery of savoir-vivre, savoir-être & savoir-faire.”
When selecting your internships at the Hotel Royal Savoy Lausanne and the Ambassador Hotel Zermatt, what criteria guided your choices? Were there any specific objectives you wanted to achieve or particular skills you hoped to develop during these experiences?
“For my internship at the Royal Savoy Hotel & Spa Lausanne, my objective was to get my first experience in a 5-star luxury establishment, which gave me a clearer vision of this world as well as the ability to better manage daily priorities and unforeseen events. As for theAmbassador in Zermatt, to be honest, working in a ski resort, and moreover in one of the most renowned in Switzerland and internationally, was my dream. I wanted to combine business with pleasure. Being able to work close to the slopes and in a peaceful environment is magical!
You've quickly progressed from receptionist to assistant manager at LaVue Zermatt. Can you tell us about the challenges you faced during this transition, and what your role entails?
“As I’ve moved up to a more senior position, I’ve had to learn to juggle more strategic responsibilities: administrative management, internal communications, rate management or even supporting management on specific projects. My role is mainly to manage reservations for our apartments, collaborate with Tour Operators, control rates, concierge service, schedule management, welcome our customers, invoice management, as well as managing social networks for LaVue Zermatt.”
During your time at Backstage Hotel Vernissage by Heinz Julen, what were the most rewarding aspects of managing the chalets and apartments?
“What I found most rewarding was having real autonomy and a global vision of the service. I was in charge of everything: from booking to customer departure, including site preparation, reception, follow-up during the stay and team coordination. Being on site enabled me to ensure consistent quality of service and react immediately to any needs or unforeseen events.”
At the Hotel Okura Amsterdam, you held the position of receptionist. How did this international experience influence your approach to hospitality?
“Working atHotel Okura Amsterdam, with its Japanese traditions, has profoundly influenced my approach to hospitality, imparting standards of excellence and meticulous attention to detail. This international experience has taught me:
- The importance of Japanese-style service (Omotenashi) – A sincere welcome and anticipation of customer needs for a personalized, unforgettable experience.
- Rigor and precision – A high level of service quality, respect for protocols and attention to detail.
- Cultural adaptability – Working with customers and colleagues from diverse backgrounds has honed my ability to understand and respond to different expectations, as well as to discover different cultures.
- Striving for excellence – An approach focused on perfection and continuous improvement, which still influences the way I manage hospitality today.
This experience has given me a more global vision of the business, where quality, respect and personalized service are at the heart of every interaction.”
Can you share a professional achievement of which you are particularly proud since the start of your career?
“One of my greatest professional achievements was going to work in Amsterdam for a year. This experience was a real turning point in my career, allowing me to step out of my comfort zone and work in a demanding international environment.
Working in such a dynamic city has taught me to adapt quickly to new cultures, to perfect my hospitality skills and improve my English, and to meet daily challenges with professionalism. I had the opportunity to collaborate with multicultural teams and learn about high-end service standards, which enriched my vision of hospitality.
This stay gave me the opportunity to gain confidence, develop my sense of initiative and hone my customer relationship management skills. The very positive feedback from my manager also helped me to believe in my potential. It’s an experience I’m proud of, as it helped me grow professionally and personally, as well as reinforcing my passion for the hotel business.”
What are the main lessons you've learned in your professional career, and how do you apply them in your current role?
“I learned several key lessons that have shaped the way I work and grow in hospitality:
Don’t get discouraged – In a demanding environment, challenges and unforeseen events are inevitable. I’ve learned that it’s essential to remain resilient, to see every difficulty as a learning opportunity and to always look for improvement and a solution.
Being tactful – Working with multicultural customers and teams requires great listening and communication skills. I’ve learned that a calm, diplomatic approach defuses tensions and ensures effective collaboration.
Managing human relations within the team – A close-knit, motivated team is the key to success. I understand the importance of mutual support, respect and recognition in maintaining a good group dynamic and guaranteeing quality service.
These lessons have helped me to evolve with serenity and always seek to improve, while putting people at the heart of my professional approach.”
If you were a hotel, what type would you be and why? (Boutique, luxury, youth hostel, etc.).
“I’d be a guest house with a few rooms, between the sea and the mountains. The concept of this guest house is based on a relaxed, friendly atmosphere, without compromising on quality of service. The idea is to offer a warm and welcoming environment, where guests can feel at home, while enjoying a high standard of service. To complement the stay, artistic or sporting workshops would be offered, such as painting, yoga, local cuisine, hiking, diving etc., to create an immersive and enriching experience. More than just a place to stay, it’s a living space for exchange, relaxation and discovery.
I’ve always been drawn to a more intimate and authentic approach to hospitality, where each customer is welcomed as a privileged guest.”
Finally, what advice would you give current students at the École Hôtelière de Genève to help them succeed in the hotel business?
“Be authentic, curious and resilient. Hospitality is a demanding but exciting field, where every detail counts. Don’t hesitate to step out of your comfort zone, to travel, to discover other cultures and ways of working. And above all, keep your enthusiasm: it’s contagious, and it’s often what customers remember most.”
Many thanks to Laura Binetti for taking the time to share her story and her vision of the profession. Her experience, a blend of passion, experience in the field and high standards, is a true reflection of the commitment of the alumni of the École Hôtelière de Genève. We wish her all the best for the rest of her adventure in Zermatt, with the same energy and attention to detail that make all the difference.
