Customer and People Oriented

EFQM
30 October 2013

Alpenresort Schwarz - Austria

2013 EFQM Excellence Award and Prize Winner in "Adding Value for Customers" and "Succeeding through the Talent of People"

“Working with the EFQM Excellence Model sustainably alters the corporate culture and its management and leads to continuous improvements within the company.”
Katharina, Franz-Josef and Thomas Pirktl, Management

Background

The Schwarz Spa Resort is a private family business, an Alpine Resort located in the Tyrolean Mountains. History of Alpenresort Schwarz goes back to year 1910 closely associated to Family Pirktl. Franz Pirktl and his wife started from a simple restaurant to one of Austria's famous Resorts in the Alps - Alpenresort Schwarz.

At the 5-star Schwarz Alpine Spa & Golf resort, the Pirktl family and their employees impress their guests all year round with a wide range of sport and leisure activities for all generations. These include a 27-hole golf course, a 4,000 m2 spa and the award-winning Water Worlds with 9 pools. Regional produce forms a key component of the multiple award-winning cuisine. The hosts are particularly proud of their dreamy hotel garden which has been named the most beautiful hotel garden in Austria.

Benefits of implementing the EFQM Excellence Model 

  • In 2003 Alpenresort started working in line with the EFQM Model. Since then the traditional family business has developed into an organisation with modern structures and control systems. 
  • The key results such as “Employee satisfaction, Recommendation, Leadership, Overall satisfaction with colleagues, Training” show positive stable trends for more than 4 years and exceeding the targets set. 
  • Operating profit and cash flow performance has improved year on year over the past ten years, in line with target and comparing favourably with local and national competitors. 
  • Development, despite the challenging economic conditions, reflected particularly in the positive ongoing company results has made the organisation more flexible and efficient.

“We were particularly impressed by the role model behaviour of the leaders and employees, the focus on the Guests and the Integration of all the approaches.”
Riëtta Klijn, Assessment Team Leader