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

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, …

IMAGE

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

X

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

IMAGE

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

[email protected]

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

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