Meeting the guest
Step 1
· A short description of the theme as well as a short video
· A short reflection
· Small evaluation
Purpose of this theme:
To become aware of the guest´s meeting with the company and to strenghten the relation to the guest.
The Customer Journey
The Customer Journey is used to provide an overview of the guest's meeting with the company. The purpose is to strengthen the relationship and create service and guest experiences.
Touch point
On the customer journey there are a number of touch points where the company has the opportunity to get in contact/touch with the guest. The purpose is to understand the guest's expectations in the single point of contact (in the touch point), in relation to the service and experience delivery itself. When we talk about touch points we refer to them as:
Critical or peripheral touch points and Functional and emotional touch points.
A critical touch point is a point all guests meet where a peripheral touch point is a point only some guests meet.
A Functional touch point can, for example, be the room, while an emotional touch point is created in the relation to the guest – in the meeting with the guest.
Examples of touch points:
The booking – the website, the guest calling on the phone
The reception – the receptionist welcoming the guest
The room – the guest entering the room
The Restaurant – the table in the restaurant, the waiter serving the guest
The spa – the spa area, the treatment
Watch the video and walk your Customers/guests journey
Team up with a Danish-speaking colleague and watch the video. The video is in Danish.
Discuss with your colleague
Walk your guests customer journey
Did the customer journey live up to your expectations?
What was the best part of the journey?
What part of the journey can you improve?
Reflection - note and bring to workshop
Where on the customer journey do you have an emotional touch point (contact) with the guests?
Where on the customer journey can you deliver a functional service?
Evaluation
To what extent is it your responsibility to make the guest feel welcomed?
To what extent do you feel your own work has an influence on the guest´s experience at Kokkedal slot?
To what extent are you aware of how you meet the guest in you touch points?
To what extent are you aware of delivering the best service?
To what extent are you, in your job, creating new touch point with the guests?
Now you are ready for step 2
ABOUT US
Asnæs & Vangstrup is Denmark's leading knowledge center for hospitality. We are driven by curiosity and a desire to elevate the industry to the recognition it deserves. Our advice, analysis and teaching is based on research, theory and practical experience.
Our customers are hotels, restaurants, cafes, attractions, discos and bars, etc., and in our work, we are concerned with you as an employee. Because when you thrive in a good and meaningful work community, the company grows.
Contact us or call +45 70 23 48 08