Touching Your Heart-Creating the value of touching

Lecture: Warren Chen

Contents

Why- shall we create value of touching

When & Who- 'chain of value'

How- deliver the value of touching

Conclusion- PASSIONS

Why -Why shall we creat value– Demand and expectation of guests– Character of Hospitality– Sense of achievement of staff– Sustainibility 0

5

10

15

20

25

30

35

40

45

不滿 滿足 感動

客人期望

飯店服務

Reference ： Holloway, C. (2002). The business of Tourism, 6th ed. Essex: Pearson education limited

IntangibilitIntangibilityy

PerishabilityPerishability

HeterogeneouHeterogeneouss

SeasonalitySeasonality

Who & When–Chain of value• Four major phases of guest

Pre-booking

Pre-check-in

Check-out

Staying

Reference ： Kasavana, M.L., & Brooks, R.M. (2005). Managing Front Office Operations (7th ed). Lansing, MI: AH&LA. Wu, J. (2009) Presentation in orientation program.

Sales & Marketing

PR

Reservation

Bell service

Front desk

Housekeeping

F&B

Activities Center

Bell Service

Front desk

Bell Service

Great feedbackRegular guest

How-Delivering the touching• Fundemental – Know your 'product'• Make sure – S.O.F.T.E.N.

– S: Smile O: Open without judgement

– F: Forward-lean T: body contacT with manner

– E: Eye-contact N: Nod

• Log – guest portfolio across departments

Reference ： Lévy-Bonvin J., (2001) Speaking in Public, p37.Swiss: Zurich.

Conclusion- P.A.S.S.I.O.N.S.

• P: Persisting

• A: Active

• S: Smiling

• S: Sharing

• I: In-record

• O: Open-minded

• N: Never say NO

• S: Start from now

Conclusion

Why shall we create value?

When & Who- 'chain of value'

How to deliver the value of touching

Conclusion- PASSIONS

Feedback Time

• Thanks for your patience!