hostmanship in the front and back office of the...
TRANSCRIPT
Have a drink…
Hostmanship in the front and back office
of the Jenevermuseum
Salon voor Toerisme – M Leuven – 3 december 2015
Intro
How the
Jenevermuseum got
introduced to
Hostmanship (HMS)?
Intro
Customer service
focused on
economic return
Intro
1) On HMS
2) On the reception
of visitors in the
Jenevermuseum
3) On HMS in the
Jenevermuseum
HMS?
Two basic conditions: 1. Staff must feel welcome
2. Commitment of the
manager
Six basic concepts: 1. SERVICE before self-interest
2. RESPONSIBILITY before
ignorance
3. THE LARGER CONTEXT
before individual components
4. CONSIDERATION before
indifference
5. KNOWLEDGE before arrogance
6. DIALOG before conflict
Jenevermuseum Ca. 45.000
visitors / year
Team:
11 staff members (8.1 fte)
7 receptionists (4.3 fte)
Jenevermuseum
Team:
19 volunteers
30 museum guides
Jenever- museum
Visitor reception
at the reception desk
Jenever- museum
Visitor reception
in the tasting room
Jenevermuseum
Museum distiller
Museum & HMS
First project (2013):
1. Quickscan
(deskresearch &
observation on site)
Museum & HMS First project (2013):
2. Workshop
(the visitor’s contact moments)
Museum & HMS First project (2013):
3. Inspirational lecture for
volunteers & guides
Museum & HMS Second project (2015):
1. Mystery visit
Museum & HMS
Second
project (2015):
2. Workshop
(MBTI)
Museum & HMS
HMS as strategic goal in
the museum policy!
Museum & HMS Examples: baseline
Museum & HMS Examples: website
Museum & HMS
Examples: entrance
Museum & HMS
Examples: reception
Conclusion
• Permanent awareness
• Permanent challenge
• Sometimes it’s just in the little things
Have a drink. It’s educational!
[email protected] www.jenevermuseum.be
www.hostmanship.nl www.hostmanship.com