Transcript PowerPoint Mr. Jan Huizing

Discovering
Hospitality Insights
and Experiences
Jan Huizing
• Strategic Management
• City Hospitality design & change
Euhofa Annual Conference Nov 3, 2014, The Hague
Let’s talk
Hospitality
Insights City Hospitality
Visitor Journey perspective
OK or Wow
Managing (city) hospitality
Best practice
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Which product, service,
experience made you really
smile / happy?
Welcome at the heart of hospitality
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Hospitality
=
the art
of making people feel
genuinely welcome
Hostmanship, Gunnarsson & Blohm.
Hospitality = perception
•
•
•
•
•
Senses
Emotions
Memory
Engagement
Sharing
• Individual, time,
context, social
influence, …
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In the meantime….. not to be missed
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In the meantime….. not to be missed
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In the meantime….. not to be missed
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In the meantime….. not to be missed
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Cityhospitality e
perience Model
Economic value creation
Residents Doelstellingen
Companies
Visitors
Verwachtingen
needs, wants, goals
expectations
Ervaren
gastvrijheidsbeleving
G
astgericht
gedrag
H
A
Hospitable
City hosts
ardware
tmosfeer
Guest Value perception
Performance by interdependent various Hosts
-hardware
- atmosphere
- behaviour
Based on Kano
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Satisfied? Not good enough!
Heskett, Harvard Business School (1999)
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Satisfied? Not good enough!
• Memorable, positive
experience -> affection
• Engaged visitors ->
promotors, ambassadors
• Loyal visitors, returning,
longer stay, more spending
• Positive, empowering
culture; great conditions for
creating wow hospitality
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Journey touchpoints … IKEA
What I was looking for…
Appearance at home
Assortment
Constructing
kids
Queuing
Car park
Routing
Sampson Lee & Tote-M
Guest perception is key
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Orientation
Motives,
expectations
Trip, Arrival,
welcome
Managing
welcome
Stay
Moments of
truth
Hardware
Atmosphere
Behaviour
Good bye
Hospitable
good bye
Memory
Stay
connected,
keep memory
alive
Customer insights…
• Who are my most important visitors?
• What do they do, feel, think, (dis)like,
value? Step in the mind and shoes of …
• What makes a WOW difference to my
guest? What should be avoided anyhow?
• now
• in this encounter
• in this context
Management perspective: moving
towards hospitable city
Awareness
Dashboard
Insights
Hospitable
city
Vision, core
values
Programmes
Priorities,
direction
Best practice: collaborative city hospitality
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Best practice
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Your journey today
Wowww!
Oow!
Please bring your postcards tonight!
Thank you!
Welcome to share insights:
Jan Huizing
Hotelschool The Hague
[email protected]
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