hostmanship in the front and back office of the...

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?

Hospitality

+

Craftmanship

Jan

Gunnarsson

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!

davy.jacobs@hasselt.be www.jenevermuseum.be

www.hostmanship.nl www.hostmanship.com