PowerPoint Mr. Jan Huizing

Report
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
2
Which product, service,
experience made you really
smile / happy?
Welcome at the heart of hospitality
6
Hospitality
=
the art
of making people feel
genuinely welcome
Hostmanship, Gunnarsson & Blohm.
Hospitality = perception
•
•
•
•
•
Senses
Emotions
Memory
Engagement
Sharing
• Individual, time,
context, social
influence, …
8
IMAGE
11
12
13
14
15
16
IMAGE
18
IMAGE
20
!
IMAGE
In the meantime….. not to be missed
23
In the meantime….. not to be missed
24
In the meantime….. not to be missed
25
In the meantime….. not to be missed
26
!
IMAGE
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
29
Satisfied? Not good enough!
Heskett, Harvard Business School (1999)
30
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
31
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
IMAGE
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
36
Best practice
37
Your journey today
Wowww!
Oow!
Please bring your postcards tonight!
Thank you!
Welcome to share insights:
Jan Huizing
Hotelschool The Hague
[email protected]
39

similar documents