guest lecture 3 3-2015 hotelschool zuyd engels
TRANSCRIPT
![Page 1: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/1.jpg)
GUEST LECTURECHANGE & MOOD MAKER
![Page 2: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/2.jpg)
Are you hospitable?
![Page 3: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/3.jpg)
![Page 4: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/4.jpg)
![Page 5: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/5.jpg)
![Page 6: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/6.jpg)
![Page 7: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/7.jpg)
![Page 8: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/8.jpg)
Today:
My opinion on Hospitality
The Mood Maker approach
Change management in hospitality
![Page 9: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/9.jpg)
Mood Maker
![Page 10: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/10.jpg)
Every organization
has guests
![Page 11: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/11.jpg)
Wouldn’t it be great to make you
feel welcome in every
organization?
![Page 12: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/12.jpg)
![Page 13: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/13.jpg)
![Page 14: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/14.jpg)
Successful
organizations put
their guests central
![Page 17: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/17.jpg)
![Page 18: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/18.jpg)
Hospitality:
“is the pleasant feeling
the guest experience
during the contact
with the host and the
service of a company”
![Page 19: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/19.jpg)
Being a good host
is the competence
of the future
![Page 20: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/20.jpg)
Shadow service
![Page 21: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/21.jpg)
[Movie hospitality example 3]
https://www.youtube.com/watc
h?v=IQlxLBqgFKc
![Page 22: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/22.jpg)
Mood Maker model
![Page 23: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/23.jpg)
1. Orientation
2. Traveling
3. Arrival
4. Welcome
5. Stay
6. Farewell
7. Departure
8. Traveling
9. Return home
Guest journey
![Page 24: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/24.jpg)
Guest journey
![Page 25: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/25.jpg)
![Page 26: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/26.jpg)
Your profession
Professional / specialist Host (M/F)
![Page 27: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/27.jpg)
Being a good host:
“doing, from the
heart, your utmost
best to give the
guest sincere
attention, safety and
comfort”
![Page 28: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/28.jpg)
![Page 29: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/29.jpg)
Everyone can serve…
![Page 30: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/30.jpg)
[Movie hospitality example 4]
https://www.youtube.com/watc
h?v=0n_Ty_72Qds
![Page 31: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/31.jpg)
![Page 32: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/32.jpg)
Change management
![Page 33: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/33.jpg)
How to bring people in movement?
![Page 34: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/34.jpg)
Where does change start?
![Page 35: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/35.jpg)
……it always starts with one person!
![Page 36: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/36.jpg)
![Page 37: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/37.jpg)
![Page 38: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/38.jpg)
![Page 39: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/39.jpg)
Where to start?
![Page 40: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/40.jpg)
Mood Challengers
![Page 41: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/41.jpg)
WHAT IS AN ORGANIZATION
![Page 42: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/42.jpg)
A SOCIAL GROUP OF PEOPLE WHO WORK GOAL DIRECTED TOGETHER
![Page 43: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/43.jpg)
A SOCIAL GROUPS OF PEOPLE WHO WORK GOAL DIRECTED TOGETHER
![Page 44: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/44.jpg)
GROUPS OF EGOS WHO WORK GOAL DIRECTED TOGETHER
![Page 45: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/45.jpg)
![Page 46: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/46.jpg)
The Chart
![Page 47: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/47.jpg)
![Page 48: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/48.jpg)
Images of organizationsGareth Morgan
![Page 49: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/49.jpg)
![Page 50: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/50.jpg)
![Page 51: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/51.jpg)
ontwikkelspiraal
![Page 52: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/52.jpg)
![Page 53: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/53.jpg)
Mood Maker Organization
development is about
changing the mindset!
About how to bring large
groups of people in
movement?
![Page 54: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/54.jpg)
![Page 55: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/55.jpg)
![Page 56: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/56.jpg)
![Page 57: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/57.jpg)
![Page 58: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/58.jpg)
![Page 59: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/59.jpg)
“development is likeun-rolling the mindset”
![Page 60: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/60.jpg)
Intervention planning
![Page 61: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/61.jpg)
[Movie about Chaos en
complexity]
https://www.youtube.com/watch
?v=ysa5OBhXz-Q
![Page 62: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/62.jpg)
![Page 63: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/63.jpg)
Five phases
![Page 65: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/65.jpg)
![Page 66: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/66.jpg)
Their are many Mood Makers
in every organizations
![Page 67: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/67.jpg)
Use positive energy
![Page 68: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/68.jpg)
![Page 69: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/69.jpg)
That’s not true!!
A spotlight make people grow more!
![Page 70: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/70.jpg)
Use positive energy
![Page 71: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/71.jpg)
Look for the Mood Makers
![Page 72: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/72.jpg)
….and the Mood Breakers
![Page 73: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/73.jpg)
![Page 74: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/74.jpg)
Developing triangles
![Page 75: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/75.jpg)
![Page 76: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/76.jpg)
DesignDeveloping = securing
![Page 77: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/77.jpg)
Sustainable development
Culture
+ Structure
Static securing
Cyclic securing
Dynamic securing
![Page 78: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/78.jpg)
Phase III – using the structure
![Page 79: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/79.jpg)
Measure the development
![Page 80: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/80.jpg)
![Page 81: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/81.jpg)
![Page 82: Guest lecture 3 3-2015 hotelschool zuyd engels](https://reader033.vdocument.in/reader033/viewer/2022042818/55aa67af1a28abc8758b468b/html5/thumbnails/82.jpg)
www.guest.nl
@johnhokkeling / @moodmakerboek
slideshare.com/johnhokkeling