The annual Hospitality Benchmark Survey by Hospitality Group shows that attention for hospitality results in more satisfied employees and visitors. At the same time, deep-dive sessions with participants suggest there is still much to be gained.
Hospitality is still a hot trend and an important driver for making a difference. As one of the standard instruments of facility services departments and service providers, hospitality contributes to a distinctive FM. Facility organisations with an active focus on this theme often opt for higher service levels, invest in an attractive work environment and train their employees in hospitable behaviour.
Major opportunities for improvement are an integrated approach to hospitality and really connecting with user needs. This requires more coordination and collaboration between the client and the service providers, but there are also many opportunities for improvement where it concerns embedding hospitality broadly in the organisation. Instead of being limited to the facility department, hospitality is increasingly becoming a strategic organisational objective!
In 2016 we’re starting a new Hospitality Benchmark. If you’re interested, please contact us via firstname.lastname@example.org.