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

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

3. Which product, service, experience made you really smile / happy?

6. Welcome at the heart of hospitality 6

7. Hospitality = the art of making people feel genuinely welcome Hostmanship, Gunnarsson & Blohm.

8. Hospitality = perception 8 Senses Emotions Memory Engagement Sharing Individual, time, context, social influence, …

9. IMAGE

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22. IMAGE !

23. In the meantime….. not to be missed 23

24. In the meantime….. not to be missed 24

25. In the meantime….. not to be missed 25

26. In the meantime….. not to be missed 26

27. IMAGE !

28. 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

29. 29Based on Kano

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

31. 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

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

33. 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

34. 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

35. Management perspective: moving towards hospitable city Hospitable city AwarenessInsights Vision, core values Priorities, direction ProgrammesDashboard

36. 36 Best practice: collaborative city hospitality

37. 37 Best practice

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

39. Thank you! 39 Welcome to share insights: Jan Huizing Hotelschool The Hague J.Huizing@hotelschool.nl