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