Discovering Hospitality Insights and Experiences Jan Huizing Euhofa Annual Conference Nov 3, 2014,...

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Discovering Hospitality Insights and Experiences

Jan Huizing

Euhofa Annual Conference Nov 3, 2014, The Hague

• Strategic Management• City Hospitality design & change

Let’s talk

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Hospitality

Insights City Hospitality

Visitor Journey perspective

OK or Wow

Managing (city) hospitality

Best practice

Which product, service, experience made you really

smile / happy?

http://www.google.nl/url?sa=i&rct=j&q=woow&source=images&cd=&cad=rja&docid=JHPOUdeMdUFJ7M&tbnid=mwwhFmabSueXZM:&ved=0CAUQjRw&url=http://saciidbarre.wordpress.com/2009/02/28/&ei=imxUUemuBujK0QXzlICYDA&psig=AFQjCNGSSOY3F8_CoosM5UlyQPzz_IIndw&ust=1364573534010042

http://www.google.nl/url?sa=i&rct=j&q=woow&source=images&cd=&docid=13H_betaKrXo8M&tbnid=s5FZDa_xIGVkCM:&ved=0CAUQjRw&url=http://jacklyep.blogspot.com/2012/04/detik-permulaan-saya.html&ei=FVVUUfDPD5D30gXo9YHYBw&bvm=bv.44442042,d.d2k&psig=AFQjCNFkHvRASP-KVLCFcgbQ5kGp9Pc8jQ&ust=1364567675904497

Welcome at the heart of hospitality

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Hospitality=

the art of making people feel

genuinely welcomeHostmanship, Gunnarsson & Blohm.

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Hospitality = perception

• Senses• Emotions• Memory• Engagement• Sharing

• Individual, time, context, social influence, …

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http://www.eiffeltoren.net/eiffeltoren.html

http://holland.informationstore.net/main.asp?page=dadetails&ma_id=258&matype=1&archive=0

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In the meantime….. not to be missed

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Cityhospitality e perience Model

Guest Value perception

Doelstel- lingen

Verwachting- en

ResidentsCompaniesVisitors needs, wants, goals expectations

Gastgericht gedrag

Hardware

Atmosfeer

Hospitable City hosts

Performance by inter-dependent various Hosts- hardware- atmosphere- behaviour

Economic value creation

Ervaren gastvrijheids-

beleving

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City-HospitalityExperience

29Based on Kano

30Heskett, Harvard Business School (1999)

Satisfied? Not good enough!

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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

Journey touchpoints … IKEA

Sampson Lee & Tote-M

Car park

kids

Routing

Assortment

What I was looking for…

Queuing

Constructing

Appearance at home

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Guest perception is key

Motives, expectations

Managing welcome

Moments of truthHardwareAtmosphereBehaviour

Hospitable good bye

Stay connected, keep memory alive

Orientation Trip, Arrival, welcome Stay Good bye Memory

http://www.google.nl/url?sa=i&rct=j&q=&esrc=s&source=images&cd=&cad=rja&uact=8&docid=st5jTCt0XoWlYM&tbnid=t9A_T8B0obnoUM:&ved=0CAUQjRw&url=http://www.ditisdenhaag.nl/?p=3772&ei=fbDDU7XLNILtO8uOgOAN&bvm=bv.70810081,d.ZWU&psig=AFQjCNGVRdBhjB9HmUEfXmj0kITWO4tq8w&ust=1405419897850227

http://www.google.nl/url?sa=i&rct=j&q=moeder+en+dochter+winkelen&source=images&cd=&cad=rja&docid=vMvR3-Lf7LxidM&tbnid=q-mNUcUfpuREQM:&ved=&url=http://www.girlz.nl/life/fun-to-do/3014/verras-je-moeder-op-moederdag&ei=baxrUdf0Le2b0wWugoAY&bvm=bv.45175338,d.d2k&psig=AFQjCNFM-w458LqJp1cCs9PH44CvuK1h_w&ust=1366097390195425

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

Awareness

Insights

Vision, core values

Priorities, direction

Programmes

Dashboard

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Best practice: collaborative city hospitality

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Best practice

Your journey today

Wowww!

Oow!

Please bring your postcards tonight!

Thank you!

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Welcome to share insights:

Jan Huizing

Hotelschool The Hague

J.Huizing@hotelschool.nl

Discovering Hospitality Insights and Experiences Jan Huizing Euhofa Annual Conference Nov 3, 2014,...

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