15 February 2018

Creating Hospitality: the winning formula

Hospitality, a concept that is in constant motion. A concept given more consideration and meaning every year. Demands and expectations of end users are increasing. Therefore, facility professionals have voiced a desire to get a better handle on hospitality. Which buttons can you push to ensure that guests, visitors and employees reach their highest potential and have a positive overall experience. Standing still is a step backwards in this respect, innovating is of vital importance in hospitality.

Hospitality & strategy

Hospitality is something that your organisation should live and breathe. How do you deal with this in a strategic way as an organisation?

1. It's not just the hostess that should be welcoming
   How someone experiences a location isn't only determined by the physical environment or the person at the reception desk. Hospitality should be implemented organisation-wide. From director and managers to secretary and cleaning staff. Guests rate facilities as a whole. It is therefore logical to incorporate various disciplines such as reception, sanitary supplies, handyman services and specialist maintenance as well. By basing your hospitality concept on internal standards such as core values, vision and strategy, you ensure that unequivocally expressing the concept becomes second nature.
2. Freedom of action for your employees
   Hospitality as a strategic choice also provides extra feeling for and connection with your employees. Especially when you give them the freedom to be creative in finding solutions for daily 'issues'. The possibility for employees to approach a situation themselves without having to jump through hoops provides continuity. Is something not going well? A quick response by an employee gives the guest or customer a sense of confidence. That means everyone working together, but with the freedom to give substance to spontaneous events themselves.
3. Proactive compensation
   When you notice that something is not going well, take action immediately. Don't wait until a complaint is filed, but take a proactive approach, for example by offering a compensation.

In this video we explain the role of a good strategy in creating Hospitality.

Hospitality & people

Technology is taking an ever more prominent place in our world. This has its advantages when it comes to facility services. The possibilities of technology are infinite, and its use is therefore an interesting addition to a hospitality strategy. But the actual personal contact, that remains invaluable.

1. Quality control
   From the daily follow-up rounds to service activities and ad hoc requests, each day offers new challenges and teaching moments. A human point of contact is therefore essential for guests, customers or patients. Someone who watches over the facility experience within your organisation. That frequent interaction makes it possible to respond quickly and adequately to topical questions, with a positive effect on the experience as a result.
2. Ambience is not rigid like a robot
   When do you feel at home in a place? Often, ambience and decor play an important role. However, if people are not welcoming, it dilutes the positive aspects of the physical environment. The right balance between the environment and the providing of service by employees is therefore crucial for the overall experience. It's the small but personal gestures that the host(ess) makes that complete the vibe.
3. Dealing with complaints and calamities
   Proper handling of complaints ─and dealing with calamities─ increases the chances that a guest returns. Despite the fact that employees need to have freedom of action themselves, a central and personal contact point remains important for managing the customer experience.

In this video we further explain the value of personal contact in the creation of Hospitality.

Hospitality & details

When imagining a welcoming reception, people often think of a restaurant or cafe. But with the right focus, a business environment can also stand out in terms of hospitality. To do well, you don't always have to think big. Often, small details already make a big difference.

1. Always have someone present for receiving guests
   A friendly greeting is important, but people also like to be offered a cup of coffee or tea. An office location that regularly receives guests should invest in personal attention and service, in order to make people feel welcome.
2. Facilities on arrival
   Having your physical environment in order is something you can control yourself. Make your guests as comfortable as possible, for example with reserved parking spaces and a clean reception area. Have you ever considered sufficient seating? Our research shows that more than half of the Dutch find it important to be able to sit down when waiting at an office.

In this video we further explain the role of eye for details in the creation of Hospitality.

Hospitality & technology

As technology is making more and more things possible, it often makes other things such as human effort more replaceable. In the hospitality industry, we also see an increasing amount of high tech gadgets that take the hospitality experience to a higher level. But as an organisation, how do you find the right balance between the role of humans and that of technology?

1. An integrated on- and offline service
   Being there for your guests is an important basis for achieving a welcoming experience. Nowadays, that is not just relevant when meeting your guests physically on site. A visit already begins online, on the website and social media channels. A visit can also have some online consequences these days, in the shape of a review. This doesn't just apply to hotels; office locations are starting to get reviewed as well, through Facebook for example. Keep an eye on what is happening offline and make sure that your service reaches beyond just the workplace, responding to it online as well.
2. Free access to WiFi as an extra service
   Internet has become an intricate part of our daily lives. Having an available WiFi network is seen as a prerequisite nowadays. It's a service that, in 2018, should not be lacking any more.
3. Technology as an extension of human contact
   Technology offers more and more possibilities, which may allow you to save both time and money. That's very enticing, but not without risk. Don't use technology to replace human contact, but instead make it an extra addition to the service provided. By offering technological options as an extension of human contact, you can serve your guests fully.

In this video we explain the role of technology in creating Hospitality.

Are you curious to find out how we can help you to create the ultimate guest experience within your organisation together? ew.dove.ef2.builders.