2. AGENDA
Problem Statement
RQ
Methodology
Results
Conclusions & Recommendations
Limitations & Further Research
Speaker: Anca Chiriță
Coach: FH-Prof. Dr. Georg Steckenbauer, MSc.

3. PROBLEM STATEMENT
The upcoming of a new threat to the Hospitality
industry and to those who deliver experiences and view
them as an economic offering. This threat is
commoditization of experiences
The Hospitality industry drops behind both in
appliances as well as in imperative study when
it comes to experience design;

4. RESEARCH QUESTIONS
RQ1
• What are the factors that make a lasting impression on customers that choose to spend their
holidays at a five start resort?
RQ2
• What can resort managers customize and how far can customization of services go?
RQ3
• How can they motivate their clients to participate in the process of co-creation of experiences?
RQ4
• To what extent are the employees involved in the design and creation of experiences offered?

5. METHODOLOGY
QUALITATIVE METHODS
• IN-DEPTH INTERVIEWS;
QUANTITATIVE METHODS
• ONLINE SURVEY
GM
HR Manager
Revenue Manager
F&B Manager
SPA Manager

6. RESULTS
IN-DEPTH INTERVIEWS
 First Topic: ‘‘Factors that create a
lasting impression ’’

7. RESULTS
IN-DEPTH INTERVIEWS
 Second Topic: ‘‘Customization
process’’

8. RESULTS
IN-DEPTH INTERVIEWS
 Third Topic: ‘‘Co-creation process’’

9. RESULTS
IN-DEPTH INTERVIEWS
 Forth Topic: ‘‘Designing the
experience’’

10. RESULTS
SURVEY
73 Valid
Answers
38 Still employed
35 No longer work
there
Female
57.8%
Male
42.2%
39% F&B
Department
Age
21-24
25-29
31% Maltese
69% Internationals
 Respondents Profile

11. RESULTS
FACTORS THAT CREATE A LASTING IMPRESSION
Predominantexperiences
• Escapism
• Culinary
• Customized
• Emotional
Factors
• Attitude of staff
• Quality of
services
• Personalized
services
CUSTOMIZATION PROCESS
Focusoncustomerjourney
• Departure stage
• Fallow-up stage
• Entertainment
Avoidcommoditization
•Try out new dining
menus
•Upgrade; rooms/outlets/
buildings;
•Cooperate with guests;
•Embrace ideas from
employees;

12. RESULTS
CO-CREATION PROCESS
Predominant
experiences
• Clients not involved;
• Staff is building the
connection and trust, but
they encounter difficulties
in getting the clients to
actively participate more
while they are in their
vacation.
DESIGNING THE EXPERIENCE
Factors
• Attitude & friendliness of
staff
• Quality of services
• Settings the “stage”
• Mind set of clients (
among the last factor
considered)
Personsresponsiblefor
designingtheexperience
• HOD ( strongly agreed)
• Operational employees (
strongly agreed)
• Clients ( agreed)

13. CONCLUSIONS
RQ 1
• Attitude & friendliness of staff, their knowledge, degree of empathy, kindness, behavior in general is of the
upmost importance and essential for impressing the guests.
RQ 2
• High level of customization
• The pre-arrival stage is not well managed.
• Willing to go the extra miles as far as the clients allow it.
RQ 3
• Manage to build good rapports between front line service staff and customers, relay on past experience,
feedback and intel from customer profile. No co-creation approach.
RQ 4
• Staff are acknowledge and encouraged to participated with input.
• Mainly the top management is responsible for design and concepts.

14. RECOMMANADATIONS
Interactive customized platform on the website
Pre-selecting app for the outlets
Interactive Restaurants Maps

15. LIMITATIONS & CHALLENGES
• Research limited to specific subjects
• Not an elaborated evaluation of KLS
• Only the provider’s point of view
• Type of employees( Full time/trainees/part time)
Limitations
• Broad & abstract concepts
• Employee turnover, difficult to reach them
• Managers hard to reachChallenges

16. FURTHER RESEARCH
Extend the study to the
hole Kempinski
portfolio.
See how competitors
are dealing with these
trials.
Conduct a study
involving more
stakeholders
(clients, partners,
suppliers).