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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

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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...

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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...?

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  

The basics for creating ultimate hospitality experiences. Fundamentals of hospitality engineering and a guideline for a development program.

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