Tools and techniques for s - PowerPoint Presentation

389 views
Uploaded On 2018-03-11

Tools and techniques for s - PPT Presentation

ustainable practices in the tourism sectors a people centred approach G reener services and workplaces why it matters to todays and tomorrow tourism industries I dentifying hot spots and points of improvement in your enterprise ID: 646627

waste journey organization labour journey waste labour organization international hotel amp service guest ilo room customer

Link:

Copy

Embed:

<iframe width="560" height="315" src="https://www.docslides.com/embed/646627" frameborder="0" allowfullscreen></iframe>

Download Presentation from below link

Download Presentation The PPT/PDF document "Tools and techniques for s" is the property of its rightful owner. Permission is granted to download and print the materials on this web site for personal, non-commercial use only, and to display it on your personal computer provided you do not modify the materials and that you retain all copyright notices contained in the materials. By downloading content from our website, you accept the terms of this agreement.

Presentation Transcript

Slide1

Tools and techniques for sustainable practices in the tourism sectors: a people-centred approachSlide2

reener services and workplaces: why it matters to today’s and tomorrow tourism industries

Identifying hot spots and points of improvement in your enterpriseGoing greener: examples of good practices from different hotel areasStaff participation for greener services and workplaces

Guest engagement and green service designWaste management

OverviewSlide3

Going green Why does it matter?

OrganizationSlide4

Tourism and the Local EnvironmentThe natural environment

– a key asset for the tourism industry Nature-based attractionsA free

& unique competitive edge for the destination

Organization

WHY DO TOURISTS

COME TO

Puerto

Vallarta

?Slide5

Contamination of water and marine areasLoss in biodiversitySolid waste management

Are we managing well this

key asset

Organization

WHAT

WILL

ATTRACT

THEM

EXAMPLES

OF IMPACTS OF

UNSUSTAINABLE

HOTEL OPERATIONSSlide6

Hotels operations and environmental impactsSewage

Water pollution and eutrophication

Solid waste disposalWaste pollution, litter, entry into aquatic environment

Land transportation companiesNon-point source pollution

Facilities

maintenance

Generation of wastes; risks of pollution

Guest consumption patterns

Overexploitation of fish and

other

marine

species. Aquaculture

impact on

mangroves.

Agricultural

impacts on terrestrial

ecosystems.

Beach maintenance and/or restoration

May affect local hydrology and

habitats.

Operation of golf courses and other sports grounds

High use of water; pollution from herbicides, pesticides, and fertilizers; low biodiversity and loss of habitat

Water supply

Water over consumption; local water shortages

Environmental IssuesSlide7

NEW TRENDS

AND MARKET OPPORTUNITIES RELATED TO ENVIRONMENTAL QUALITY:

Eco-tourism, and not only:Adventure, Gastronomy/slow food

, Wellness Changing visitors

demands

71%

According to

Survey 2012

(Kelly Bricker)

said

They

lan to make more

eco-friendly choices

in the next

MONTHS

OrganizationSlide8

The accommodation sector contributes 20% to the overall tourism-related carbon dioxide (CO2) emissions, the major factor behind climate change.Most CO2 emissions from the sector are linked to energy consumption.

In Phuket, Thailand

, electricity costs are 11% of total operating costs, the 2nd largest operating cost for hotels.

Using Resources –

Energy Consumption:

Environmental

Economic

CostsSlide9

Cost savings

thanks to better resource efficiencyUnique service offerings

valuing the local environment and local productsIncreased

staff commitment translates into loyalty and attraction of talentResponding to customer expectations and managing reputational risksBusiness lasting success

thanks to the conservation of

tourism attractions and key assets

Going

Greener:

Grasping

opportunities

addressing risks

OrganizationSlide10

Quality jobs

Happy guests

MINIMUM

Greener

Hotels

Minimum

Maximum

OUT

Delivering quality services to guests and providing quality jobs while using resources in the most efficient way and having the minimum negative impact on the environment

Greener services and workplacesSlide11

Greener Processes &

Workplaces by

Modifying/replacing equipment

Modifying ways of working

e.g. work practices, habits, procedures

Hotel improvement:

Towards greener processes and workplacesSlide12

Based on worker-manager cooperationSelf-drivenLeverages in-house insights

Continual improvement

Assumes respect for applicable environmental and

labour

laws & regulations

Going greener: A

People-Centred Approach

PRINCIPLES

FOCUS

Tools

for identifying hotspots

and

points of improvement

Tools

for devising solutions

Practical knowledge and tips

OrganizationSlide13

Improvements

ost-savings are within reach:examples from , Thailand

Organization

aundry costs:

own by

18%

over

10,000 USD savings

per year

eduction in water & chemicals use

Innovative Strategies for Guest Engagement:

Staff engagement & process control measures:

30% Energy Savings.

42% Reduction in Food Waste

Food

Waste

Audit:Slide14

Where do we start?Quick participatory assessments.

OrganizationSlide15

Get a quick overview of hotspots, problem areas &

potential entry points for improvementu

singthe ECOMAP

tool

OrganizationSlide16

Eco-maps are a

tool

for the visualization and identification of

problems

and

entry points

for improvement in your workplace.

They are used in a group setting and they help to get insights from people with different roles and backgrounds.

Tools

Eco-Maps

OrganizationSlide17

How to do it?

Choose problem area/theme to address (i.e. energy, water, waste, occupational health and safety,…)

Draw

crude outline of

workplace area on paper with key functions, machinery and facilities.

Decide your own symbols, i.e. Star = big problems, square =medium problem, round dot = small problem

Put one transparent sheet on top of your drawing

– (if you don’t have a transparent sheet, draw directly on the map)Look at the outline, think about problems

in respective

locations and mark them on the transparency using the symbols you chose

(You can replace the used sheet with a new

transparent & follow procedure for

a new

problem

area/theme).

After selecting the problems you want to address, you can start analyzing their causes, and finding solutions, for example using the Fishbone diagram

Tools

Eco-Maps

: How

OrganizationSlide18

Developing an energy Eco-map

Lights on even during day

AC is too low

Isolation

not optimum

PC’s left on at nights

Staircase light always on

Organization

Tools

Eco-Maps Example:

Energy Eco-Map Of

fficeSlide19

Form 3 groups: A, B, CGroup A will cover a bedroom, group B will cover the restaurant, group C will cover the lobby

Each group goes to the assigned area accompanied by the facilitatorEach group walks around, and takes note of how the space looks like, and of problems in terms of energy consumption/energy wastagesEach group comes back to the training room and draws the spatial outline of their assigned area on a large sheet of paper (follow the tips for

eco-mapping)Identify and mark problems/ areas for improvement in terms of energy consumption/wastagePresent back

Organization

Tools

Eco-Mapping on energy consumption—

ExerciseSlide20

Organization

Energy conservation – where to improve:

basic tips

PROCESS CONTROL

& EQUIPMENT CHANGES

Check

your

insulation

(

boiler + pipes - up to 20% loss)

Use/install

timers

and

motion sensor

onsider

installing automatic access control system

in guest rooms (

key cards

)

Replace

equipment with

energy saving models

(light bulbs, AC, laundry systems)

BEHAVIOURAL CHANGES

GOOD

HOUSE-KEEPINGSWITCH OFF

when not neededReview temperature (approx. 25 degrees) and lighting settingsCheck and ensure correct operating settings for equipment (i.e. boilers)Operate equipment at full loadSlide21

Going Greener:Examples of good practices from different hotel areas.

OrganizationSlide22

Greener Processes &

Workplaces by

Modifying/replacing equipment

Modifying ways of working

e.g. work practices, procedures and habits

Work with

Systems & PeopleSlide23

‘Greening Practices in Hotels’

Organization

Greener processes and

workplaces

: The Kitchen

Examples of good practices from different hotel areasSlide24

Examples of greener practices 1

Ensure right temperature setting in the cold kitchen

Ensure cold kitchen and fridge doors close properly

Regularly maintain equipment and report malfunctioning

Don’t keep gas fire on when nothing is being cooked

Cover pots when boiling water/food

Monitor and

educe food waste in the restaurant and the canteen

Recycle oil & use organic waste for EM production for cleaning/compost

Reduce packaging and disposable containers from suppliers

Organization

Greener processes and work places:

The Kitchen

Examples

of good practices from different hotel areasSlide25

Have the exhaust hoods switched on only when needed

Use only the sufficient amount of chemicals and water when cleaning

Clean regularly the kitchen to reduce amount of chemicals and water needed

Report and fix leakages

Consider installing water saving faucets

Don’t keep the water running when washing items

Operate dishwasher at full load

ource locally, & consider organic supplies

Prepare and promote dishes/menus with local/organic ingredients

Examples of greener practices 2

Greener processes and work places:

The Kitchen

Examples

of good practices from different hotel areasSlide26

Greener processes & workplaces

– cleaning a guestroom

Examples of good practices from different hotel areas

OrganizationSlide27

Examine activities under a function (i.e. room cleaning)Identify where they can be adjusted so as to consume less resources (energy, water) and be aligned with the hotel environmental effortsReview relevant Standard Operating Procedures and ChecklistsTrain staff on the changes

Going greener is about adjusting work processes and reviewing systems to ensure real and lasting change – How?

OrganizationSlide28

Organization

Exercise

Examples of good practices from different hotel areas

Housekeepers’ Greener Checklist:

uestrooms

Look at the guest room cleaning checklist provided.

Highlight items on the list that can contribute to greener housekeeping practices.

What other green housekeeping actions can you think of?

WORKING ON SYSTEMSSlide29

Greener Housekeepers’ Checklist: Guestroom

1. Entry Door

4. Windows

& DrapesDoor clean in &

out?

Windows clean?

Do not disturb sign

in place?

Drapes

clean? Closed?

2. Bathroom

5. Beds

Floor clean?

Bed made?

Toilet clean?

Bedspread clean?

Stoppers & drainers clean?

Sheets changed only if requested?

Towels changed only if

requested?

Sustainability sign in place?

Sustainability signs all in place?

No Leakages (toilets, sink,

shower) (in case, report)

3. Equipment

6. Overall Room

Dusted?

Room vacuumed?

Remote control working?

Room fresh

smelling?

Proper volume & temp. set?

AC on 25 Degrees, fan speed and light setting

to minimum?

TV turned off (no stand-by)

Dustbin

emptied? Waste separated according to types?

Fridge functioning

(door closes, leakages) and set to medium temperature

Light bulbs

all functioning

OrganizationSlide30

Staff participation for greener hotel operations

OrganizationSlide31

Staff Participation for greener processes and workplaces

—WHY?

Organization

Staff

perform

key functions and are the ones to adjust work practices

Being “in the frontline”,

they can best identify problems

and ways to improve

Opportunities for wider cooperation staff/managers

Staff

can

help

spread

good environmental practices in

their households and communities Slide32

Staff Participation for Greener Processes & WorkplacesStaff Participation—HOW?

Organization

Increasing understand & awareness:

Why sustainability matters and what it means for my work

Awareness raising campaigns

Staff activities

Effective signage and reminders

Information sharing on hotel environmental programmes & results

Dialogue with workers’ organizations

Effective communication throughout the organization

Involvement:

Getting staff to play a key part in the development & implementation of sustainability initiatives from the onset

Staff-management Teams

Use of joint-problem solving & participatory

Suggestions schemes & competitions

Staff champions

Training & skill development:

Green as part of the orientation

In-house training

External training opportunities

Recognition & rewards to staff contribution to environmental efforts:

Gain-Sharing

Staff Funds

Green employee of the monthSlide33

Staff Participation

for Greener Processes & Workplaces

Examples—

GBA Phase I Hotels

Organization

Staff Champions & Leaders

Worker-management teams, joint actions

Better Communication & Visual Reminders

Awards and Competitions

In-house TrainingSlide34

Guest Engagement and Green Service Design

OrganizationSlide35

Guests’

behaviour affects the hotel usage of energy. water and other environmental impacts

(i.e. waste)Many guests care about the environmental and ethical practices of hotels – it affects their choice to visit and to returnEnvironmentally-friendly services can help enhance guest experience and differentiate hotels’ offering from competitors

Engaging guests on your sustainability efforts & providing greener services—

WHY?

OrganizationSlide36

There are different types of customers, with different backgrounds, expectations, likes and dislikes

Understanding well customers’ characteristics and reactions is key for

Effective guest engagement and new environmentally-friendly services

Using

Service design tools

To get into the customer’s shoes and understand real wishes, concerns, perceptions

This will help you to:

COMMUNICATE

YOUR GREEN INITIATIVES BETTER TO ATTRACT AND RETAIN CUSTOMERS

MAKE SURE

GUESTS

CONTRIBUTE TO THE

RESOURCE CONSERVATION

EFFORTS OF THE HOTEL

IDENTIFY ENVIRONMENTALLY-FRIENDLY PRACTICES AND SERVICES THAT ENHANCE GUESTS’ EXPERIENCE

Engaging guests on your sustainability efforts & providing greener services—

HOW?Slide38

What is

Service Design

SERVICE DESIGN

the activity of planning and

organizing (“designing”) components of a service in

order to

improve

its quality and the interaction between service provider

customers.

understand the

behaviour

of the customers, their

needs

motivations.Slide39

SERVICE DESIGN: 5 PRINCIPLES

EVIDENCING

HOLISTIC

USER-CENTERED

Service is experience from a customer’s point of view.

CO-CREATIVE

The process of service design should consider different customer groups and different levels of employees and different interfaces (websites).

SEQUENCING

Service should be looked at as a timeline of actions, with three-step transitions: pre-service period, service period, and post-service period.

Often you can’t touch services. Make sure your guests notice the services you provide by increasing the perceive value and exceptionality of your service.

Look at the big picture. The process of service design should consider all aspect of the experience of guests staying at your hotel because it matters.

PRINCIPLES OF SERVICE DESIGN THINKINGSlide40

ERSONAS

USTOMER JOURNEY MAPS

Service Design

ToolsSlide41

Tools

of Service Design

FOR EXAMPLE

HOTELS USUALLY HAVE

MIX OF DIFFERENT TYPE OF GUESTSSlide42

Tools

of Service Design

Young & Hip European

travellers

WAVES HOTEL

SOUTHEAST GRAND

Honeymooners & Newly-Weds from Australia

KEY CUSTOMER GROUPS OF EACH HOTEL

2Slide43

Tools

of Service Design

ANDAMAN RESORT

Business(

)men from Japan and China

KEY CUSTOMER GROUP OF EACH HOTEL

SOUTHEAST GRAND

American families with children

WAVES HOEL

2Slide44

Tools

of Service Design

IT IS IMPORTANT FOR HOTELS TO THINK OF THEIR KEY CUSTOMER GROUPS

And TO PUT THEMSELVES IN THEIR

“GUESTS’ SHOES”

Using the ‘Persona’ TOOL

hotels can understand the different types of guests

& their differing needs/desires + interestsSlide45

What is it for and when is it used?

Understand in depth needs, wishes and characteristics of key customers’ types

Create and provide services tailored to specific needs

Change the focus of services to

the wants

and

needs

of real people

Who can use it?

Employees (front desk, concierge, house-keeping, etc.), managers,

ideally

a group of people with different functions

PERSONAS

Tools

of Service Design

What is a Persona?

tool

TO VISUALISE CUSTOMERS IN A REALISTIC WAY

The persona provides a quick & realistic snapshot of the key characteristics of a type of guest.Slide46

How to do it?

Get into a group

Think of

typical type of

guest

that

frequently visit the hotel.

ry to imagine him/her in detail.

ive

him/her

name, age, nationality

and write them down. Make a rough drawing of him/her

Answer

questions like:

Where is s/he from?

What does s/he do for a living?

Is s/he single, married? Does s/he have children

Write

down this guest’s

interests

, needs/wants, likes/dislikes, and concerns

. Answer

questions like:What makes him happy/satisfied during her stay and her travels?What can ruin the experience for her?Put all this information into a persona card.

You can use your information to review your interactions with guests and your service offer to improve customer experienceName: _____________

Age: _______________Nationality: _________

Occupation: _________

PERSONAS

Needs:____________

Concerns:_____ ___Likes : ___________

Dislikes___________Slide47

MAKING

PERSONA

CARD

PERSONA CARD:

ADVERTOUROUS ANDY

ndy, 36

Los Angeles, California

Occupation-

Travel Writer, Blogger

Interests:

Cuisine, Nature, Hiking, Mountain Climbing, Surfing, Scuba-Diving, Asian Culture, Photography & Art, Music

Traveling Goals:

To discover himself

To Try

new

experiences

To Collect

stories to share with friends

To Meet

interesting people

NEEDS DISLIKES

-Adventurous activities

-Learn new things

-Stay connected

-Surprises in his journeys

-Dirty room/foul smell/bugs

-Delay Flights-Problems with booking/Slow check-in-Getting sickConcerns:Price sensitivityNot having funLosing valuables

PERSONAS

Tools of Service DesignSlide48

PERSONA CARD:

ADVERTOUROUS ANDY

ndy, 36

Los Angeles, California

Occupation- Travel Writer, Blogger

Interests: Cuisine, Nature, Hiking, Mountain Climbing, Surfing, Scuba-Diving, Asian Culture, Photography & Art, Music

Traveling Goals:

To discover himself

Find new experiences

Collect stories to share with friends

Meet interesting people

NEEDS DISLIKES

Concerns:

Price sensitivity

Not having fun

Losing valuables

HOW TO USE THIS

INFORMATION

-Adventurous activities

-Learn new things

-Stay connected

-Surprises in his journeys

-Dirty room/foul smell/bugs

-Delay Flights

-Problems with booking/Slow check-in

-Getting sick

To address guest’s dislikes:

confirmation & reminder e-mails post-booking and pre-arrival. Options for in-room check-ins/checking in after settling in the guest room.

PERSONAS:

Using Persona Card

Tools of Service DesignSlide49

PERSONA CARD:

Occupation-

Interests:

Traveling Goals:

NEEDS DISLIKES

Concerns:

Not having fun

Losing valuables

At your hotel

Based on a typical customer

Make a persona

PERSONAS

Exercise

Tools

of Service DesignSlide50

PERSONA CARD:

ADVERTOUROUS ANDY

ndy, 36

Los Angeles, California

Occupation-

Travel Writer, Blogger

Interests: Cuisine, Nature, Hiking, Mountain Climbing, Surfing, Scuba-Diving, Asian Culture, Photography & Art, Music

Traveling Goals:

To discover himself

Find new experiences

Collect stories to share with friends

Meet interesting people

NEEDS DISLIKES

Concerns:

Price sensitivity

Language barriers

Not having fun

Losing valuables

LOOKING FOR ENTRY POINTS

-Adventurous activities

-Learn new things

Stay connected

-Surprises in his journeys

-Dirty room/foul smell/bugs

-Delay Flights

-Problems with booking/Slow check-in

-Getting sickMaking linen andtowel programme more effective by creating incentives according to customer’s interest/needs:i.e. Free Wi-Fi Rewards when towels are hung-up for reuse and signs are placed on the beds that linens don’t have to be replaced.

USING PERSONA

TO MAKE YOUR

SUSTANABILITY EFFORTS MORE EFFECTIVE & ENGAGING

PERSONAS:Slide51

PERSONA CARD:

ADVERTOUROUS ANDY

ndy, 36

Los Angeles, California

Occupation-

Travel Writer, Blogger

Interests: Cuisine, Nature, Hiking, Mountain Climbing, Surfing, Scuba-Diving,

Asian Culture,

Photography & Art, Music

Traveling Goals:

To discover himself

Find new experiences

Collect stories to share with friends

Meet interesting people

NEEDS DISLIKES

Concerns:

Price sensitivity

Language barriers

Not having fun

Losing valuables

OOKING FOR ENTRY POINTS

-Adventurous activities

-Learn new things

-Stay connected

-Surprises in his journeys

-Dirty room/foul smell/bugs

-Delay Flights-Problems with booking/Slow check-in-Getting sickSource locally and organic for food and amenities and let guests knowThis Can enhance guest experience.USING PERSONA

TO MAKE YOUR SUSTANABILITY

EFFORTS MORE EFFECTIVE & ENGAGING

PERSONAS:

Tools of Service DesignSlide52

ERSONAS

2 Service Design

Tools

USTOMER JOURNEY MAPSSlide53

CUSTOMER JOURNEY MAPS

Customer

Journey

Maps: a

tool to show customers’ experience with a service at each point of contact (

touchpoints).

What is it

for?

Understanding and discovering different factors influencing guest’s experience (from the guest’s perspective)

Recognizing all points of contact between the guest and the hotel (touchpoints) that the hotel may overlook

To identify

problem areas

opportunities

to enhance guests’ experience

Who can use it?

Staff and

managers, in a group setting Slide54

How to do it?

Gather in a group

2) Choose a

persona

and think about her features. This is going to be his/her journey.

Draw a timeline

Imagine the

steps

he/she takes in her journey and place them on the timeline

attention to the steps where the guest interacts with the

hotel

, and

identify

the points of contact between the guests and the hotel (

touchpoints

BEGINNING

OF CUSTOMER’S JOURNEY

END

OF CUSTOMER’S JOURNEY

CUSTOMER JOURNEY MAPS

PRE SERVICE

SERVICE

POST-SERVICESlide55

How to do it?

Pick

one

touchpoint

and think of the guest’s reactions. Considering the

guest characteristics (see persona card), answer questions like:

How

does he/she feel in that point of time?

What

does he/she think about the hotel during this touchpoint?

he/she satisfied or dissatisfied with this interaction?

Why

is he/she satisfied or dissatisfied?

write

the reaction/responses down

on post-its

and place

them under the

touchpoint

in the

timeline

Repeat

for the

other touchpoints on the timeline.Looking at the journey steps, touchpoints

and reactions think of Ways

to communicate an environment-related message.Ways to enhance guest experience, introducing sustainable practicesCUSTOMER JOURNEY MAPSSlide56

REMEMBER ANDY?

Make a customer journey map starting from a

Persona Card

PERSONA CARD:

ADVERTOUROUS ANDY

ndy, 36

Los Angeles, California

Occupation-

Travel Writer, Blogger

Interests:

Cuisine, Nature, Hiking, Mountain Climbing, Surfing, Scuba-Diving, Asian Culture, Photography & Art, Music

Traveling Goals:

To discover himself

Find new experiences

Collect stories to share with friends

Meet interesting people

NEEDS DISLIKES

-Adventurous activities

-Learn new things

-Stay connected

-Surprises in his journeys

-Dirty room/foul smell/bugs

-Delay Flights

-Problems with booking/Slow check-in

-Getting sick

Concerns:

Price sensitivity

Not having funLosing valuables

CUSTOMER JOURNEY MAPSSlide57

LOOKING AT

ANDY

’S WHOLE JOURNEY MAP

BEGINNING OF CUSTOMER’S JOURNEY

END OF CUSTOMER’S JOURNEY

BELOW IS A TIMELINE OF ANDY’S JOURNEY

CUSTOMER JOURNEY MAPS

SERVICE

POST-SERVICE

PRE SERVICESlide58

END

OF CUSTOMER’S JOURNEY

Reading a blog

on traveling to Thailand

BELOW IS A TIMELINE OF

ANDY’S JOURNEY

RESEARCH

HOTELS IN

THAILAND

BOOKING

HOTEL

PACKING

Checking in at the airport

ARRIVING AT THE HOTEL

CHECKING IN

GUEST

ROOM

FIRST

IMPRESSION

GUEST ACTIVITIES

Scuba-diving

trip

Breakfast

CHECK

OUT

POSTING A TRAVEL BLOG ON TUMBLR

Uploading photos of hotel on

acebook

Writing a review for the hotel

LOOKING AT

ANDY

’S WHOLE JOURNEY MAP

CUSTOMER JOURNEY MAPSSlide59

END

OF CUSTOMER’S JOURNEY

Reading a blog

on traveling to Thailand

BELOW IS A TIMELINE OF

ANDY’S JOURNEY

RESEARCH

HOTELS IN

THAILAND

PACKING

Checking in at the airport

ARRIVING AT THE HOTEL

CHECKING IN

GUEST

ROOM

FIRST

IMPRESSION

GUEST ACTIVITIES

Scuba-diving

trip

Breakfast

POSTING A TRAVEL BLOG ON TUMBLR

Uploading photos of hotel on

acebook

Writing a review for the hotel

LET’S SELECT A FEW KEY POINTS OF CONTACT (TOUCHPOINTS) WITH THE HOTEL TO FOCUS ON.

BOOKING

HOTEL

CHECK

OUT

LOOKING AT

ANDY

’S WHOLE JOURNEY MAP

CUSTOMER JOURNEY MAPSSlide60

BOOKING

HOTEL

ARRIVING AT THE HOTEL

CHECKING IN

GUEST

ROOM

FIRST

IMPRESSION

GUEST ACTIVITIES

Scuba-diving

trip

Breakfast

CHECK

OUT

BEGINNING

OF CUSTOMER’S JOURNEY

END

OF CUSTOMER’S JOURNEY

LETS THINK OF

POSITIVE

& NEGATIVE

REACTIONS

FEELINGS

AND

EMOTIONS

ANDY AT EACH OF HIS TOUCHPOINTsBELOW IS A TIMELINE OF ANDY’S JOURNEYCUSTOMER JOURNEY MAPSLET’S SELECT A FEW KEY POINTS OF CONTACT (TOUCHPOINTS) WITH THE TO FOCUS ON.Slide61

ARRIVING AT THE HOTEL

CHECKING IN

GUEST

ROOM

FIRST

IMPRESSION

GUEST ACTIVITIES

Scuba-diving

trip

Breakfast

CHECK

OUT

BEGINNING

OF CUSTOMER’S JOURNEY

END

OF CUSTOMER’S JOURNEY

ANDY’S POINT OF CONTACT WITH THE HOTEL BEFORE THE SERVICE BEGINS

“ “Website

confusing

, hard to navigate

+ slow

response

Time”

“PHOTOS

LOOK

UNCLEAR”

“Cheap Room Rates &

Amazing reviews

”

BOOKING

HOTEL

LOOKING AT ANDY’S JOURNEY MAP

CUSTOMER JOURNEY MAPS

Tools

of Service DesignSlide62

BOOKING

HOTEL

GUEST

ROOM

FIRST

IMPRESSION

GUEST ACTIVITIES

Scuba-diving

trip

Breakfast

CHECK

OUT

BEGINNING

OF CUSTOMER’S JOURNEY

END

OF CUSTOMER’S JOURNEY

ANDY’S POINT OF CONTACT WITH THE HOTEL DURING THE SERVICE

ARRIVING AT THE HOTEL

CHECKING IN

“Hotel is gorgeous”

“

check-in was

slow”

“they

greet us with a

string of

local Thai flowers”

“Staffs

are polite. the

bellhop carried our luggage to our

rooms”

LOOKING AT ANDY’S JOURNEY MAP

CUSTOMER JOURNEY MAPS

Tools

of Service DesignSlide63

BOOKING

HOTEL

ARRIVING AT THE HOTEL

CHECKING IN

GUEST ACTIVITIES

Scuba-diving

trip

Breakfast

CHECK

OUT

BEGINNING

OF CUSTOMER’S JOURNEY

END

OF CUSTOMER’S JOURNEY

ANDY’S POINT OF CONTACT WITH THE HOTEL DURING THE SERVICE

“Room is

clean & comfortable”

“HAS WI-FI ACCESS!!”

VIEW IS amazing

THERE’S A

SAFE BOX IN

THE CLOSET

GUEST

ROOM

FIRST

IMPRESSION

LOOKING AT ANDY’S JOURNEY MAP

CUSTOMER JOURNEY MAPS

Tools

of Service DesignSlide64

BOOKING

HOTEL

ARRIVING AT THE HOTEL

CHECKING IN

GUEST

ROOM

FIRST

IMPRESSION

GUEST ACTIVITIES

Scuba-diving

trip

CHECK

OUT

BEGINNING

OF CUSTOMER’S JOURNEY

END

OF CUSTOMER’S JOURNEY

ANDY’S POINT OF CONTACT WITH THE HOTEL DURING THE SERVICE

Breakfast

“Variety of

food

for breakfast”

“But inflexible breakfast hours 8-10”

LOOKING AT ANDY’S JOURNEY MAP

CUSTOMER JOURNEY MAPS

Tools

of Service DesignSlide65

BOOKING

HOTEL

ARRIVING AT THE HOTEL

CHECKING IN

GUEST

ROOM

FIRST

IMPRESSION

GUEST ACTIVITIES

Scuba-diving

trip

CHECK

OUT

BEGINNING

OF CUSTOMER’S JOURNEY

END

OF CUSTOMER’S JOURNEY

HOW

TO USE

THIS

INFORMATION

Breakfast

Using these information to fix

problem areas

“But inflexible breakfast hours 8-10”

“ “Website

confusing, hard to navigate + slow response

Time”

“PHOTOS

LOOK

UNCLEAR”

LOOKING AT ANDY’S JOURNEY MAP

CUSTOMER JOURNEY MAPS

Tools

of Service DesignSlide66

BOOKING

HOTEL

ARRIVING AT THE HOTEL

CHECKING IN

GUEST

ROOM

FIRST

IMPRESSION

GUEST ACTIVITIES

Scuba-diving

trip

CHECK

OUT

BEGINNING

OF CUSTOMER’S JOURNEY

END

OF CUSTOMER’S JOURNEY

Breakfast

“Variety of

food

for breakfast”

HOW

TO USE

THIS

INFORMATION

Find opportunities to

enhance Andy’s experience.REMEMBER

? Based-on the persona card: Andy loves “trying out new cuisines”, “learning new things” and “Asian culture”D

uring breakfast he was impressed with the variety of food.

+ Menu can add explanations of traditional Thai cuisines they’re serving to make his experiences more enjoyable.

LOOKING AT ANDY’S JOURNEY MAP

CUSTOMER JOURNEY MAPS

Tools

of Service DesignSlide67

USING

CUSTOMER JOURNEY MAPS

COMMUNICATING

GREEN MESSAGES

TO GUESTS MORE EFFECTIVELY

INCREASE guests’ participation in

HOTEL’S Green programs (for example

towel

reuse)

THINKING OF WAYS SUSTAINABILITY CAN HELP

ENHANCE GUESTS’ EXPERIENCE

TO MAKE YOUR

SUSTANABILITY EFFORTS MORE EFFECTIVE & ENGAGING

BY:Slide68

BOOKING

HOTEL

GUEST

ROOM

FIRST

IMPRESSION

GUEST ACTIVITIES

Scuba-diving

trip

Breakfast

CHECK

OUT

BEGINNING

OF CUSTOMER’S JOURNEY

END

OF CUSTOMER’S JOURNEY

ARRIVING AT THE HOTEL

CHECKING IN

“they

greet us with a lei of

l flowers

”

“Staffs

are polite. the

bellhop carried our luggage to our

rooms”

Because Andy loves nature/

sian culture & was impressed by the lei (string of flower), this is an

opportunity to enhance guest experience

communicate green messages

by attaching an environmental message to the lei.

“Our

flower strings

are made from flowers from indigenous plants in our garden”

MAKING

SUSTANABILITY EFFORTS

MORE EFFECTIVE & ENGAGING

CUSTOMER JOURNEY MAPSSlide69

BOOKING

HOTEL

ARRIVING AT THE HOTEL

CHECKING IN

GUEST ACTIVITIES

Scuba-diving

trip

Breakfast

CHECK

OUT

BEGINNING

OF CUSTOMER’S JOURNEY

END

OF CUSTOMER’S JOURNEY

VIEW IS amazing

GUEST

ROOM

FIRST

IMPRESSION

Because Andy has positive emotions towards the view

of the room.

This is an

opportunity for the hotel to

get Andy to engage

in towel reuse

programme

placing a message on the

window:

MAKING SUSTANABILITY EFFORTS MORE EFFECTIVE & ENGAGING

“IF YOU LOVE THE VIEW, HELP PRESERVE OUR local ENVIRONMENT, HANG UP THE TOWEL FOR REUSE

and you will help

reduce

the amount of water and chemicals used for laundry”

CUSTOMER JOURNEY MAPSSlide70

EXERCISE

BEGINNING

OF CUSTOMER’S JOURNEY

END

OF CUSTOMER’S JOURNEY

TIMELINE OF

XXX’S JOURNEY

CUSTOMER JOURNEY MAPS

Look at the PERSONA you have prepared in the earlier exercise

Draw a timeline

Note down different steps in her journey (1 per Post-it) and place them on the timeline

(focus on

touchpoints

)

Think of ways to engage guest on sustainability efforts at different

touchpoints

Think of ways to enhance guest experience introducing green practicesSlide71

Service Design Thinking

Tools

Help hotels to

understand and focus on customers’ needs, wishes, reactions

to:

Attract guests’ attention to environmental messages,

Motivate

guests to engage in the hotel’s sustainability efforts.

Enhance guests’ experience Slide72

Communicate what your hotel is currently doing

Refer to preservation of the local environment

As often as possible: website, check-in/reception, guestrooms, restaurant, lift, corridor, …)Make the design eye-catching

Explain clearly what guests can do to help (incentives?)

Guest engagement –Some practical tips Slide73

4Slide74

Waste management with the 3RSlide75

ChrisiPK

Nick Smith

Large amounts of waste

mean

Health and environmental problems

Throwing away resources

Hotels generate large amounts of waste

©editor B

Waste Management

Why care about

waste

?Slide76

Air and water contamination

Hygiene and health problems

Negative experience of tourists

Waste Management

The

impacts

wasteSlide77

Waste management is all about recycling

FALSE!

As long as I separate waste into different types, I am doing my share to help solve waste problemsFALSE!

Waste starts from the decisions I make about purchasing TRUE!

Waste Management

True or false: Myths about

waste managementSlide78

An approach to improve waste management

It helps maximizing the benefits and

use of supplies and materials while generating as little waste as possible

Waste Management

What is the

3R?Slide79

Most

favoured

option

Least

favoured

option

Waste Management

& the

Waste management hierarchySlide80

Reduce

: minimizing generation

of waste in the first place: avoid unnecessary purchasing, packaging, minimise

rejects

Reuse: using items again for the original purpose or a different purpose

Recycle/Recover

discarded items or their parts are utilised as inputs for other products/processes

Waste Management

Thee

explainedSlide81

Waste means resources are not used in the best way-

reducing waste helps improving efficiency

The 3R looks for

the root cause of the waste problem : ‘what

to do with waste

’ ‘H

ow do we reduce

waste?’

Reducing waste has

better impact on the environment

than recycling

Waste Management

Benefits of the

3RSlide82

Review/ Rethink

HOW

MUCH

waste the hotel/department produces

WHAT

types

HOW

it is being disposed

MEASURE, monitor and

analyse

Waste Management

Getting Started –

Waste ReviewSlide83

Room Sold

Practical

tips

Borrow/buy a few scales

Nominate a waste champion at each waste monitoring point

keep records in an accurate

way.

Ask

you waste collecting company to share figures each time they come and collect waste, to get a monthly figure

Waste Management

Measuring

– Waste

Of waste

sent

to the landfill

Room Sold

Of waste

recylcedSlide84

When further reuse is not possible,

Look at one type of waste

Can you eliminate or reduce it?

Can you use items again?

How to best recycle them?

When further reduction is not possible,

Waste Management

Applying the

3RSlide85

Managing Hazardous Waste

Identify themTrain staff on safe handling instructions

Designate specific safe collection area and closed containersDispose

of hazardous waste in appropriate local facilities (contact local authorities)

Definition

waste that can pose risks for the health and safety of hotel staff and those in charge of disposal.

Examples:Light bulbs, batteries, chemicals residuals, chemicals containers (including paints, fertilizers), any medicines,..

Waste Management

Health & Safety –

hazardous wastesSlide86

Keep the waste collection area

clean

and tidy to avoid hygiene problems+pests

Store solid waste in a safe, sanitary place until it is picked up

Train staff

on safe and hygienic procedures for handling and disposing of waste

Waste Management

Health & Safety –

waste handling and storageSlide87

•

Reusable containers

• Develop

a procurement policy

• “

Love Food Hate Waste” campaign at the staff canteen

• R

e-fill containers

©Montgomery

Cty

Division of Solid Waste Services

•

“

Food audit

”

understand

and take action to adjust food quantities

gringer

Waste Management

Reduce

– GBA Hotels examplesSlide88

• Use left over soaps for cleaning purposes

• R

e-use

broken deck-chairs to construct other type of

furniture

• Use of damaged sheets/tablecloths for making hand towels

• Donate and/or sell unwanted furniture

Waste Management

Reuse

– GBA Hotels examplesSlide89

• Sale

of segregated waste and utilisation of revenues for staff funds

• Food waste to make organic compost for hotel grounds

• Implementation

of an efficient waste sorting system for

recyclable items

• Effective

Microorganisms

and phasing out of selected chemical cleaning products

mjmonty

Waste Management

Recycle

– GBA Hotels examples

Tools and techniques for s - PowerPoint Presentation

Tools and techniques for s - PPT Presentation

Share:

Link:

Embed:

Related Contents