Erasmus IP FORTE 2Customer journey

Future trends in hospitality management team

Approach experience

• After arriving we needed to start walking to search for

some personnel since there was no one to welcome us

straight away

• Eventually we found our host down by the pool and

sauna area near the sea

Welcoming experience

• Our host was really nice and friendly person

• He gave us a small presentation of the place

– We saw traditional foods

– We were offered a cup of tar tee

– We had a small tour around Herrankukkaro

Experience of friendliness

and personal attention

• Overall the personnel were friendly

• But when looking from a more professional point

of view:

– There was a lack of personnel

– There should have been a person answering our

questions and making sure that we are doing alright

– Also a person with better skills in English language

would be good for foreigner customers

Convenience of the space

• Herrankukkaro is an exceptional and unique place

• There were a lot of traditional Finnish decoratives and equipment that are used by the fishermen on display

• All the facilities were close by each other and everything was really clean

• You were able to smell the smoke sauna and the traditional smoked salmon which they prepared there

Experience of having your

needs met

• A quiet and beautiful place by the sea surrounded by

nature gave us an exceptional experience

• We were able to get rid of

all the thoughts and stress

about our current project

• We felt relaxed and we really enjoyed our stay

• The experience surpassed our expectations

Exit experience

• The only thing we missed when leaving was a person to

say goodbye to us

• We would have wanted to thank the personnel for the

great experience

THANK YOU