Discovering Hospitality Insights and Experiences Jan Huizing Euhofa Annual Conference Nov 3, 2014, The Hague Strategic Management City Hospitality design.

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Presentation transcript:

Discovering Hospitality Insights and Experiences Jan Huizing Euhofa Annual Conference Nov 3, 2014, The Hague Strategic Management City Hospitality design & change

Let’s talk 2 Hospitality Insights City Hospitality Visitor Journey perspective OK or Wow Managing (city) hospitality Best practice

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 8 Senses Emotions Memory Engagement Sharing Individual, time, context, social influence, …

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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 Guest Value perception D oelstel- lingen V erwachting- en Residents Companies Visitors needs, wants, goals expectations G astgericht gedrag H ardware A tmosfeer Hospitable City hosts Performance by inter- dependent various Hosts -hardware - atmosphere - behaviour Economic value creation Ervaren gastvrijheids- beleving

29Based on Kano

30Heskett, Harvard Business School (1999) Satisfied? Not good enough!

31 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

Journey touchpoints … IKEA Sampson Lee & Tote-M Car park kids Routing Assortment What I was looking for… Queuing Constructing Appearance at home

IMAGE Guest perception is key Motives, expectations Managing welcome Moments of truth Hardware Atmosphere Behaviour Hospitable good bye Stay connected, keep memory alive Orientation Trip, Arrival, welcome StayGood byeMemory

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 Hospitable city AwarenessInsights Vision, core values Priorities, direction ProgrammesDashboard

36 Best practice: collaborative city hospitality

37 Best practice

Your journey today Wowww! Oow! Please bring your postcards tonight!

Thank you! 39 Welcome to share insights: Jan Huizing Hotelschool The Hague