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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

produced by WTCH Improving Performance


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

produced by WTCH Improving Performance


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?

produced by WTCH Improving Performance


2.  the  Understanding Let’s see how it works... How do we see our world? How do others look at us?

produced by WTCH Improving Performance


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....

produced by WTCH Improving Performance


7.  the  Pressroom

Let’s share the concept... produced by WTCH Improving Performance


why  should  we  be  sa3sfied  with...?

produced by WTCH Improving Performance


we  are  small,

but  we  work  with  the  real  big  ones... produced by WTCH Improving Performance


wtch.nl


WTCH & Hospitality