5. Implement an appealing hospitality programme

Depending on your role, you will engage in programmes and projects to make hospitality visible. Examples include:

Laying the foundation: developing hospitality in your own organisation and across touchpoints

• Mystery visits: visit each other and provide friendly advice about hospitality

• Improve digital hospitality: take a critical look at your website and social media channels from your guests’ perspective

• Organise training courses and workshops for colleagues with a central message: You make the difference when it comes to hospitality!

• Surprise visitors to your tourism office with extra personal attention, such as welcoming them and saying goodbye at the entrance/exit, or asking about their experiences (what have you enjoyed so far and what could be improved?)

Cooperating with partners: the hospitality experience throughout your city or region

• Develop a City Host programme

• Offer a hospitality toolkit for partners

• Organise information sessions and/or e-learning programmes about the destination for and with local businesses and cultural institutions

• Share insights and challenges regarding visitors with your network partners

Working together to develop hospitality across the destination as a whole

• Offer a look behind the scenes (highlight local hospitality heroes, share stories and challenges) • Drive the co-creation of hospitality products

• Drive inclusiveness and accessibility by setting a good example yourself

• Organise a festival for residents, showing them all your destination has to offer and boosting their pride in their surroundings

• Involve local businesses in creating new, sustainable hospitality products and tours

• Draw up a citizenship contract for visitors to busy cities