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Hospitality

the basics
by

Gregor Thissen

on 27 September 2016

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Transcript of Hospitality

Bronnen;
Kenwerk:
*http://www.kenwerk.nl/onderwijs/kwalificatiestructuur/competentiegerichte-kwalificatiestructuur/competentiegericht-20062007/files_content/onderwijs/competentiegerichte%20kwalificatiestructuur/2010-2011/Medewerker%20bediening-cafe-bar%20-%202010-2011%20DEF%20(via%20CP).pdf
* www.kenwerk.nl
Youtube:
* Bring it on; CBBC; The Ritz Hotel Waiters Part 1:
* Bring it on; CBBC; The Ritz Hotel Waiters Part 2:
* Bring it on; CBBC; The Ritz Hotel Waiters Part 3:
Passie.horeca.nl:
* http://passie.horeca.nl/beroepen_en_kerntaken?root_id=2422
Diversen internet:
* http://gkist.groenkennisnet.nl/begrippenlijst.htm
* http://www.prezi.com
Literatuur:
* Restauranttechniek deel 1; Van Ast, Klosse e.a., uitgeverij Horeca Branche Instituut, Zoetermeer
* Food and beverage management; Davis, Lockwood, e.a., uitgeverij Elsevier Ltd. Oxford, UK.
* De Dikke Ditz; R. van Ditzhuyzen, uitgeverij Becht, Haarlem
* Mood Maker; john hokkeling en laura de la mar, uitgeverij boom/nelissen
Dank voor uw aandacht
The importance of hospitality
Restaurant L’Etoile, “uitgangspunten” zijn;

60 couverts/zitplaatsen
Gemiddelde besteding van € 35,-
Plate service
Beperkte kaart...
Seizoensgebonden producten
Uitgevoerd door studenten 1e en 2e jaars
Hospitality?
is het gebruik gastvrij te zijn, en ook het gastvrij handelen zelf, dat wil zeggen, en ontvangen en onderhouden van gasten, bezoekers of vreemdelingen, in vrijheid en goede wil.
Hospitality management
Service
oriented companies:
Primary focus on the product
and the supporting process!
Hospitality
oriented companies:
- Primary focus on people, the guest
- The process is based on the needs,
wishes and emotions of the guest.
FILOXENIA
a definition...

according to a dictionary:
Kindness in welcoming guests or strangers

Professionele
gastvrijheid is:
Aardig zijn in ruil voor
geld….
Necessity: "overnight at the airport"
Leisure: "enjoy vacation"
Business: "be successful"
Conclusion:

Hospitality is most welcome in every line of industry

Hospitality is pleasant and welcome feeling that the guest experience at the contact with the host and the service of the company

Hospitality is an experience of the guest.

Hospitality is an emotion where everyone has it's own meaning to

Host behavior is decisive for the guest experience

hospitality is a way of entertainment that comes straight from the hart... your heart!
How the guest determines quality?
The technical aspects are not to important for the guest.
He will therefore make his judgment based on service and treatment.
Touch Points en momenten van de waarheid....
or...

Let us explain you the word!
dated back to the Greeks: Ilias and Oyssee...
the principles:
1. deference from host to guest
2. deference from guest to host
3. the separation gift
love for a stranger...
or
acording to the Dutch dictionaire "Dikke van Dale"
- selfless and generous entertaining and accommodating guests
It's all in the name hospitality
Guest:
someone who is temporarily staying
Hostmanship:
in best effort, straight from the heart, giving sincere attention, safety and comfort to guests
Guest focus:
tangible and registrateble way how a service is delivered to a guest
Hospitality:
a pleasant and welcome feeling that guests experience while in contact with host and / or service of the company
www.moodmaker.nl
Hospitality = experience
hospitality formula
The guest
company
service
Guest
Hospitality
Host
behaviour
experience
his
needs
goal/purpose
product
behaviour
total impression
what are expectations?
Needs and goals and earlier experience
physically: hunger/thirst
socially: friendship/'gezelligheid'
psychologically: acknowledgement
Troublesome, annoying or irritating guests do not exist!!!
in my book
Conclusion
Reasons for your company to be
hospitable
very
satisfied
guests who are
loyal
and will
spend
more,
complain

less
,
positive
mouth-to-mouth advertisement
employees
are

motivated
and will express their
passion
,
talents
and
qualities
what
will result in a
learning

organization
with
job

seriousness
with employees which will result in
high
job

satisfaction
lower

absenteeism
loyal
employees
higher financial efficiency

or...
Professional hospitality is guests offering
- Physical and psychological wellness
- Security and safety
- In return for payment
or
Just check your Google or Wikipedia!
as a field of work HM refers to the management
hotels
restaurants
resorts
tourism
events
conventional
care
police/government
insurance / banking
and so many other institutes
as field of study HM refers to
the study of the hospitality industry
and it's management needs
it's people who opt a career and a study in the HI
Hospitality is the new economy!!!
Newsflash:
Misinterpretation!

expectations
earlier experiences
in the moment experiences / emotions
Full transcript