What works? And what doesn’t?
How do you create a truly welcoming environment? It is tempting to focus on people’s behaviour and set strict rules telling employees how to behave in different situations.Unfortunately this doesn’t work.How then should one go about it?
Hospitality and guest experiences are increasingly being used to define not only working environments, but also care and learning environments. Facility management can make a significant contribution to this by linking up to the organization’s desired DNA and translating this to solutions for facilities and the behaviour of staff and suppliers.
But many facility service providers and other organizations struggle to turn hospitality into a tangible reality. On the one hand this is because it is somewhat myth-prone, as are many trends, but on the other hand it requires a fundamental approach: if you really want it, it is not a one-off project.
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