Metrics & Methods of Marhaba Expectation Economy Experience Economy Design Delivery Building...

Metrics & Methods of Marhaba

Expectation Economy

Experience Economy Desig

n Delivery Building Contractor

Architecture

OMAN…has it all.

DEMAND

INTERNATIONAL STANDARDS

SUPPLY

NATURAL ASSETS

CULTURAL HERITAGE

CONVERT EXPECTATIONS INTO OPPORTUNITIES ?

ROI

Metrics Methods

THINGS HAVE CHANGED

4 P’s - Marketing Product Price Place Promotion

4 E’s - Marketing Experience Exchange Everywhere Passion

WORD OF–MOUTH

SOCIAL MEDIA

EXPECTATIONS SACRIFICE SATISFIED

++

DEFENCE

OFFENCE

THE BAR HIGHER

TRAINING METHODS TODAY

SELFIE

1. LEARNING BY DOING

2. LEARNING AS A GUEST

3. LEARNING ABOUT YOURSELF

4. MANAGING EXPECTATIONS

5. HIGH ROTI

SIMULATION

METRICS OF MARHABA

WHAT IS THE VALUE OF A TRIP ADVISOR BUBBLE ?

3 STAR PROPERTY 70% OF COMMENTS “ PERSONAL SERVICE STANDARDS”

HALF BUBBLE = 8 % OCCUPANCY

METRICS OF MARHABA

WHAT IS THE VALUE OF A TRIP ADVISOR BUBBLE ?

4 Star Keys 150Days 365Rooms Available 55,0008 % Occupancy 4,400Ave. Daily Rate 200 ROLoss/Gain 880,00070 % Service 615,000

METHODS OF MARHABA

DON’T KNOW WHAT YOU WANT

DON’T WANT TO

BLOCKED

DON’T KNOW HOW

STARNDARDS

UNBLOCK

MOTIVATION

TRAIN

50 % OF TRAINING IS WASTED?

TRAINING METHODS TODAY

SELFIE

1. LEARNING BY DOING

2. LEARNING AS A GUEST

3. LEARNING ABOUT YOURSELF

4. MANAGING EXPECTATIONS

5. HIGH ROTI

SIMULATION

STANDARDS

UNBLOCK

MOTIVATION

TRAIN

TRAINING METHODS TODAY

SELFIE

W.H.E.N. I MATTER

WE MATTER

MOMENTS THAT MATTER

(PASSIVE TO ACTIVE – SELF RESPONSIBILITY)

TRAINING METHODS TODAY

SIMULATION

TRAINING METHODS TODAY

TOURISM ASSOCIATION

HOTEL ASSOCIATION

GOV’T. MANPOWER AGENCY

Metrics & Methods of MarhabaPeace through tourismImproving lives through learningCulture Sustainability