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Developing and implementing a hospitality vision for the municipality of Utrecht

Developing and implementing a hospitality vision for the municipality of Utrecht
Developing and implementing a hospitality vision for the municipality of Utrecht

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In 2014 the municipality of Utrecht took a new office into use. The office is a very representative, open and accessible building of 64,000 m2 with 2500 shared workplaces. In the past, staff worked at different locations in Utrecht, mostly with a traditional setup. In the new building, staff have adopted an activity-based way of working. The facility & accommodation department wanted to give a firm boost to guest-oriented working. This is why Hospitality Group and the department together developed a hospitality vision. This vision was translated into a training programme for managers and staff, with a consolidation programme for the longer term. The participants rated the training sessions with an average score of 8.6!

Hospitality Group went to work with a core team (the future hospitality ambassadors). The development process included an inspirational tour through Amsterdam, a number of power sessions and a guest journey. It resulted in a broadly-supported and practical vision. In three months time, 100 staff members were trained and won over for the philosophy of hospitable working. As the training progressed the participants’ enthusiasm grew. Now they are all familiar with the vision and they understand how they can make a difference, both collectively and as individuals.

In a number of working sessions managers were taught how they can strengthen the impact of the training and the development in practice. In the year 2016 the focus will be on consolidation. This means ensuring that the topic is prominent on the agenda, that employees stimulate each other, and that managers help their staff to grow.

Project data

Client
Municipality of Utrecht
Location
Utrecht
Project type
Development & implementation hospitality vision
Completed
2015 - 2016

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