Post on 18-Jul-2015
GUEST LECTURECHANGE & MOOD MAKER
Are you hospitable?
Today:
My opinion on Hospitality
The Mood Maker approach
Change management in hospitality
Mood Maker
Every organization
has guests
Wouldn’t it be great to make you
feel welcome in every
organization?
Successful
organizations put
their guests central
Hospitality:
“is the pleasant feeling
the guest experience
during the contact
with the host and the
service of a company”
Being a good host
is the competence
of the future
Shadow service
[Movie hospitality example 3]
https://www.youtube.com/watc
h?v=IQlxLBqgFKc
Mood Maker model
1. Orientation
2. Traveling
3. Arrival
4. Welcome
5. Stay
6. Farewell
7. Departure
8. Traveling
9. Return home
Guest journey
Guest journey
Your profession
Professional / specialist Host (M/F)
Being a good host:
“doing, from the
heart, your utmost
best to give the
guest sincere
attention, safety and
comfort”
Everyone can serve…
[Movie hospitality example 4]
https://www.youtube.com/watc
h?v=0n_Ty_72Qds
Change management
How to bring people in movement?
Where does change start?
……it always starts with one person!
Where to start?
Mood Challengers
WHAT IS AN ORGANIZATION
A SOCIAL GROUP OF PEOPLE WHO WORK GOAL DIRECTED TOGETHER
A SOCIAL GROUPS OF PEOPLE WHO WORK GOAL DIRECTED TOGETHER
GROUPS OF EGOS WHO WORK GOAL DIRECTED TOGETHER
The Chart
Images of organizationsGareth Morgan
ontwikkelspiraal
Mood Maker Organization
development is about
changing the mindset!
About how to bring large
groups of people in
movement?
“development is likeun-rolling the mindset”
Intervention planning
[Movie about Chaos en
complexity]
https://www.youtube.com/watch
?v=ysa5OBhXz-Q
Five phases
Their are many Mood Makers
in every organizations
Use positive energy
That’s not true!!
A spotlight make people grow more!
Use positive energy
Look for the Mood Makers
….and the Mood Breakers
Developing triangles
DesignDeveloping = securing
Sustainable development
Culture
+ Structure
Static securing
Cyclic securing
Dynamic securing
Phase III – using the structure
Measure the development
www.guest.nl
@johnhokkeling / @moodmakerboek
slideshare.com/johnhokkeling