1. WILL WORK FOR SMILE H OW DO YOU MAKE YOUR BUSINESS HOSPITABLE?

3. Mission/ V i sion MISSION: Engel&Colfield will provide businesses with a hospitable platform. We would like to support the service industry and governmental institutions by sharing our hospitable experiences and by helping these sectors in achieving higher internal- and external service levels. VISION: In the eyes of Engel&Colfield, service is the one and only possible thought that will distinguish businesses from competition. To increase the service levels, it is best to benchmark with the hospitality industry, because this industry focuses mainly on service. Engel&Colfield makes the analogy between service in the trade industry & government institutions and the hospitality industry.

4. THREAT YOUR GUEST LIKE A KING MAKE THE GUEST AWARE THAT ALL YOUR SERVICE IS ESPECIALLY THERE FOR THEM Herman den Blijker

5. HOSPITALITY TRAINING AND CONCEPTS HOSPITALITY SPEAKERS HOSPITALITY CLUB

6. This is our training formula. We organize hospitality workshops, based on the thoughts of Herman den Blijker and David Crouwel together with the service management experience of the branche leader Colfield. In all training exercises, experiences from the hospitality industry are the key success factors to a successful transformation, improvement of your service processes and to improve the attitude of your employees . The inspiring, surprising and confrontation training sessions will result in employee commitment within your service strategy and will improve the service level of your business. HOSPITALITY TRAINING AND CONCEPTS

7. Engel&Colfield Hospitality training and concepts distinguishes three main formats: 1) My business is great! 2) Rumble in your company 3) “Heroes” All training formats will be exclusively modified to match the goals of your business. The experience and knowledge obtained after each format will be discussed in follow-up workshops and will be presented in an implementation plan. HOSPITALITY TRAINING AND CONCEPTS

8. Format 1. My company is great! CHARACTERISTICS FOR ‘MY COMPANY IS GREAT ’  To feel, smell, taste and experience the elements of hospitality in a restaurant where you will serve your own customers and stakeholders (prospects, internal customers, MT etc.)  This training will change the mindsets of your employees. This format is applicable during change culture projects or during reorganizations or mergers. It is also effective to improve the commercial skills of your employees, to build and extend your network, to listen and work with your customers and to improve creativeness within your company.  This confrontation training is used in the trade industry and government institutions and will give your business new energy . With the format ‘My company is great!’’ you will train your company in hospitality, using all means available in our restaurant; the hospitality club. Together with your co-workers you will work in the kitchen brigade (supervision by professional chefs) or you will be a part of the hosts team. We will help you into managing your own restaurant! At the end of this day your own customers or stakeholders will enjoy the service you’ll present in your restaurant. It’s up to you and your co-workers to deliver the best possible products to ensure that this evening is a rememberable night for all of your guest.

9. David Crouwel BLOOD, SWEAT AND SMILES: BUSINESSES CAN LEARN A LOT FROM THE HOSPITALITY INDUSTRY

12. EACH ELEMENT IN A RESTAURANT IS ESSENTIAL FOR CREATING THE END PRODUCT THE END PRODUCT IS THE GUEST EXPERIENCE Herman den Blijker

14. HOSPITALITY CLUB The Hospitality club is our own restaurant. You can use this location for all kinds of team activities. Furthermore it is the perfect place to have:  receptions  events  diners  meetings  training  teambuilding sessions  brainstorm sessions  cooking exebitians  product kick-offs. The hospitality club is also the training facility for the different formats of Engel & Colfield.

16. YOU ARE VULNERABLE IN THE HOSPITALITY INDUSTRY WHEN MISTAKES ARE MADE, THE GUEST WILL NOTIFY IMMEDIATELY David Crouwel

17. HOSPITALITY SPEAKERS Would you like to wake up your company during a kick-off meeting, a brainstorm, a congress or a seminar? That’s possible! Engel & Colfield brings several key speakers from the hospitality and trade industry together. Every speaker has its own way of sharing his/her knowledge and experience in hospitality; from business life, by using humor or by giving recognizable examples. They however share one believe: many businesses can learn a lot from the hospitality industry!

18. David Crouwel Milo Berlijn Eelco Veltenaar Herman den Blijker Bart Kollau Dhr. W. Reimers

21. DISTRICT LANSINGERLAND IS GREAT! Business case 2: Almost every district in the Netherlands tries to improves the level of customer service. The question that was raised in Langsingerland was: “Can you create a hospitality DNA for our employees?” This district is the result of a merger on the 1st of January 2007 of Bleiswijk, Bergschenhoek en Berkel&Rodenrijs. We used mystery visits (two days) to infiltrate in the department of public affairs. To get an inside view on the customer service level, cooperation, communication and the pro-active attitude of the employees, our trainer worked anonymously. He worked as a new colleague from an agency on the daily activities, together with the other employees. After this mystery visit, Engel & Colfield organized several experience workshops based on the hospitality DNA.

24. © The content of this presentation is protected by Engel&Colfield.