Hospitality
produced by WTCH Improving Performance
Why we’re all in the hospitality business - and what we should deliver...
produced by WTCH Improving Performance
Hospitality engineering
produced by WTCH Improving Performance
The ideal hospitality experience is when all needs, physical as well as mental are satisfied
produced by WTCH Improving Performance
WTCH’S HOSPITALITY CHECKLIST
1
A warm and genuine welcome
2
A sincere smile and piercing eye contact
3
Genuine interest and curiosity
4
Impeccable presenta<on
5
Irreproachable manners
6
Prompt and thorough follow up and execu<on
7
A sparkling tone
8
Dignity
This is what we all expect...
produced by WTCH Improving Performance
No concessions... No surrender...
We want to experience... produced by WTCH Improving Performance
2 Hospitality produced by WTCH Improving Performance
Happy People
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decision maker
decision maker
colleague friend friend
colleague
friend boss
decision maker colleague
happy guest
friend
staff member colleague
friend
boss colleague
colleague
friend
colleague friend friend
friend
decision maker produced by WTCH Improving Performance
0.  the  Auditions
Hospitality Engineering is about casting the right teamplayers
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1. the Program During an interac3ve workshop at an external loca3on we will explore the program and the basic principles...
What is your Hospitality blueprint?
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2. the Understanding Let’s see how it works... How do we see our world? How do others look at us?
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3.  the  Inspiration
For inspiration we go on a Customer Care Expedition New cultures, trades, locations and companies... produced by WTCH Improving Performance
4. the Lab
We can work it out.... Making ideas work... produced by WTCH Improving Performance
5. 360-‐degree feedback
Can we manage this? What does it require form our staff members... and from management? produced by WTCH Improving Performance
6. the Monitor
Hospitality must con3nue... Desired objec3ves and results must be achieved....
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7. the Pressroom
Let’s share the concept... produced by WTCH Improving Performance
why should we be sa3sfied with...?
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we are small,
but we work with the real big ones... produced by WTCH Improving Performance
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