Guest lecture 3 3-2015 hotelschool zuyd engels
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Guest lecture, Hotel Management School Zuyd, Maastricht. Mood Maker and Change management. 3 maart 2015
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Guest lecture 3 3-2015 hotelschool zuyd engels
- 1. GUEST LECTURE CHANGE & MOOD MAKER
- 8. Today: My opinion on Hospitality The Mood Maker approach Change management in hospitality
- 9. Mood Maker
- 11. Wouldn’t it be great to make you feel welcome in every organization?
- 14. Successful organizations put their guests central
- 15. [Movie hospitality example 1] http://youtu.be/OtWRCIkFl00
- 16. [Movie hospitality example 2] http://youtu.be/NK-T_t166TY
- 18. Hospitality: “is the pleasant feeling the guest experience during the contact with the host and the service of a company”
- 19. Being a good host is the competence of the future
- 20. Shadow service
- 21. [Movie hospitality example 3] https://www.youtube.com/watc h?v=IQlxLBqgFKc
- 22. Mood Maker model
- 23. 1. Orientation 2. Traveling 3. Arrival 4. Welcome 5. Stay 6. Farewell 7. Departure 8. Traveling 9. Return home Guest journey
- 24. Guest journey
- 26. Your profession Professional / specialist Host (M/F)
- 27. Being a good host: “doing, from the heart, your utmost best to give the guest sincere attention, safety and comfort”
- 30. [Movie hospitality example 4] https://www.youtube.com/watc h?v=0n_Ty_72Qds
- 33. How to bring people in movement?
- 34. Where does change start?
- 35. ……it always starts with one person!
- 39. Where to start?
- 40. Mood Challengers
- 42. A SOCIAL GROUP OF PEOPLE WHO WORK GOAL DIRECTED TOGETHER
- 43. A SOCIAL GROUPS OF PEOPLE WHO WORK GOAL DIRECTED TOGETHER
- 44. GROUPS OF EGOS WHO WORK GOAL DIRECTED TOGETHER
- 46. The Chart
- 48. Images of organizations Gareth Morgan
- 51. ontwikkelspiraal
- 53. Mood Maker Organization development is about changing the mindset! About how to bring large groups of people in movement?
- 59. “development is like un-rolling the mindset”
- 61. [Movie about Chaos en complexity] https://www.youtube.com/watch ?v=ysa5OBhXz-Q
- 63. Five phases
- 66. Their are many Mood Makers in every organizations
- 69. That’s not true!! A spotlight make people grow more!
- 71. Look for the Mood Makers
- 72. ….and the Mood Breakers
- 77. Sustainable development Culture + Structure Static securing Cyclic securing Dynamic securing
- 78. Phase III – using the structure
Editor's Notes
- Question: Who thinks of themselves that he/she is hospitable? Hands please Example research dutch trade organization Hospitality KHN 96% of the horeca entrepeneurs thinks that they are hospitable 50% thinks that their colleages are not hospitable 67% of the guest thinks that the horeca is hospitable I call that hospitality arrogance (gastvrijheidsarrogantie) It is not about what you think, but how the other sees you/thinks about you
- Something about GUEST
- Our beliefs
- But what has that to do with a hospital? Because you come to a hospital to visit a doctor, not for hospitality right? Yes, that is true. And the same for horeca and retail. Your goals is for example to drink a cup of coffee, but in your unconscious you also expect hospitality (that extra thing). It is a showdowservice, just like safety. People never come to a hospital for hospitalty, they come for some medical treatment. They can’t judge if that is a good-quality treatment, so they judge that through all the shadowservices. The quality of the shadowservices tells them in a high perception the quality of the medical issues.
- Johnny the bagger
- Being a good host m/f is your second profession
- Everybody is in his profession also a host. When you walk trough a door, you want to be helped. It doesn’t matter is that person is the director, an accounant, a cleaner or a receptionist. Everybody is in his profession also a host.
- The 3 most important competences of a host are: - Reading the guest - See yourself through the eyes of the guest - And adjust your action
- Being a good host can be developed in everybody, in a higher or lower extent
- Computer says no, hospitality dinosaur
- Today we are going to talk about changing changes in organizations.
- Organizations are constantly in motion.
- Put the people in the central, not the proces, product or the ambiance
- Where to begin?
- The wolf was died out in Yellowstone nationalpark The reintoduced the wolf again. What would you think will happen? The wolfe changes the river.
- How do you change the mindset of the whole organization.
- Develop hospitality. In the book we distinguish 5 phases. The spiral means from small to big, on he way there are all sorts of interventions.
- How to start a movement
- Mood Makers work in every organization. Their role is to take the first step. Oil spot begin small
- Waar zit de energie in de organisatie
- Waar zit de energie in de organisatie
- Culture bearers
- Time, it takes time. It isn’t a project but a proces. Differences in timing