|by Jacques Joie (as in De Vivre) AKA John R. Hendrie, August 2005
With his Shop in order, Standards established and Rating Scheme ready to go, Jacques Joie prepared to move into the realm of the intrepid traveler. The first step, he mused, was to plan a trip – select a Destination, gain knowledge about the area (the lodgings, the restaurants, the attractions, and, of course, the history), research opinions about the Destination and the Hospitality Businesses through “blogs” and “bulletin Boards”, and, ultimately, make sound decisions and book some reservations.
Crackling his knuckles, adjusting his Lazy Boy, and firing up his cheroot, Jacques begins to surf the Web, Googling the vast resources at his fingertips – as brilliant on the keyboard as T. Monk, he smiles. This should be a snap, he opines, because any Business knows that a successful Web Site should be easy to navigate, concise, understandable, and appealing, promoting its venue/product/service with passion, color and excitement. He also assumed that the owners of these businesses would have undertaken periodically the same exercise as he, to better understand what a typical Visitor must undergo to get to a particular Web Site. After all, the Internet is merely a tool to source that Hospitality landscape however fraught with “pot holes”.
Jacques deduced that most Visitors would merely type in the name of the Destination, like Orlando, Santa Cruz or Colorado Springs. He followed suit. That’s curious. Orlando was very helpful right away, whereas Santa Cruz offered up information he was seeking with the eighth entry, and even after 5 pages, Colorado Springs had given him no information on all area accommodations. Man, they are making me work too hard! Maybe if I typed in Colorado Springs Lodgings. Holy smokes, what a blizzard of information – by Brand, by expense – sliced and diced – too much. That third entry, though. I wonder what a CVB is?
Jacques took a divergent path to get to the bottom of this CVB question. Sure enough, the entry Dallas defined CVB sufficiently: “Information for business or leisure visitors, on things to see and do, dining, accommodation, shopping, and events”. Well, thought Jacques, that’s what every traveler could use – one stop shopping, rather than being abused by the “Brandscape” he encountered. What a good source, he decided, and they represent all the Hospitality Business related businesses, too. Thank you, Bid “D”. This was information he and fellow Travelers sought. They probably ought to change the name of CVB to something which has a truer ring for the consumer, something like Tourism Services. All these acronyms can lose sight of the market they were designed to serve, and search engines can be manipulated. Jacques figured that if a Destination city or area made his search too arduous, he, like others, would simply move on to another, for one’s attention span is limited, and time is precious. Visits and sales lost!
Taking from the pages of organized labor, it was now time for a break, exhaled Jacques. But, in this initial exercise to merely find some information on a Destination loomed some troubling vagaries for the Traveler. It really does make a difference if tourism is the economic engine for an area, even though there was an Orlando and an Anaheim before Disney. And, the Traveler needs to be guided quickly to the right source, not left to idle in the wind. As he left the room for an imported beverage, he concluded that, of course, any Destination intent upon serving their Visitor would recognize not only the power of the Net but also the requirement to keep things simple for the Consumer. Jacques was excited to learn more about this CVB entity when he returned from the larder. His quest continues for Hospitality zest and fulfillment!
About the Author: Jacques Joie is a fictional character, created by John R. Hendrie, CEO, Hospitality Performance, Inc. The character has been designed to provide the Consumer’s point of view of Hospitality, through the eyes of an advisor to that discriminating Visitor.
John R. Hendrie, CEO
Hospitality Performance, Inc.
|Also See:||'Jacques Sets Up Shop or Jacques Joie Hospitality Advisory Establishes Rating Scheme / John R. Hendrie / August 2005|
|Thats So Jacques' / John R. Hendrie / August 2005|
|The Symbol of Hospitality, the Pineapple, Has Morphed to That of a Kumquat; Hotel Operators Focus on the Guest Becoming Secondary / John R. Hendrie / August 2005|
|Ready for Pluckin'; Hospitality Represents that Fat Roaster, Just Sitting there, Plump and Contented / John R. Hendrie / July 2005|
|Literally Every Destination Marketing Organization Is Under Duress; The Challenge to CVB's / John R. Hendrie / July 2005|
|A Smile is Really a Simple Thing – an Expression of Welcome, No Cost Involved / John R. Hendrie / July 2005|
|Lead the Trend to Becoming Guest-Centric; Demonstrating Behavior Not Normally Experienced by the Guest / John R. Hendrie / June 2005|
|Hospitality QED, That's Latin to Me! / John Hendrie / June 2005|
|Unless You Operate a Business in a Very Remote Location, You Belong to the Amorphous “Brand-Scape” / John R. Hendrie / June 2005|
|Maximize the Performance of Your Greatest Asset - Your Employees / John R. Hendrie / May 2005|
|Preparing for the Assault by Organized Labor on Hospitality / John R. Hendrie / May 2005|
|Customer Service - Panacea or Placebo / John R. Hendrie / May 2005|
|How to Even the Playing Field, As Independents Suspiciously Eye the Chain Hotels / John R. Hendrie / April 2005|
|Oh, What a Web We Weave! Pitfalls with Descriptive Language / John R. Hendrie / April 2005|
|Woe is We! We in Hospitality Have Lost Touch and Share the Responsibility for Consumer Cynicism, Angst and Ennui / March 2005|
|Moving the Guest Comment Card from Paper to Paperless / John Hendrie / March 2005|
|Myrtle Beach Area Hospitality Association Launches 'Total Quality Destination' and Presents 'Gold Star of Excellence Awards' / March 2005|
|The Evolution of Guest Room Amenities / John Hendrie / February 2005|
|Advertising Integrity; Framing the Visitor's Expectation Through Print, Signage & Internet / John Hendrie / February 2005|
|Hospitality Trade Associations: What Have You Done for Me Lately? / February 2005|
|I Would Like to See your Hospitality Standards. Where Are They? Anybody Seen Them? / John Hendrie / January 2005|
|Remarkable Hospitality - the Road Map to Excellence; Exceeding the Expectations of our Guests / John Hendrie / January 2005|
|Are Your Guests Expecting Mediocrity with Your Hospitality Services? Move Your Level of Excellence to the Remarkable / John Hendrie / December 2004|
|Guest Services - A Tradition Diminished / John Hendrie / December 2004|
|Rescue from Mediocrity; The Decline of Service Etiquette - A Sequel / John Hendrie / November 2004|
|Offering Crushed Pepper Before Tasting the Entrée; The Decline of Restaurant Service Etiquette / John Hendrie / October 2004|
|Destination Marketing – How to rebuild your Reputation and the upcoming Season after the Hurricanes / John Hendrie / September 2004|
|Six Factors Which Dictate Success in Performing Destination Marketing / John Hendrie / September 2004|
|Influencing the Consumer to Book Business through Your Commitment to Quality / Aug 2004|
|Major Hotel Operators Have Rediscovered Hospitality Fundamentals by Revisiting the Guest Room / John R. Hendrie / July 2004|
|Destination Marketing 101: Take Care of Mom / John R. Hendrie / June 2004|
|Service Unions Combine, Presenting Huge Challenge to Hospitality Industry / John R. Hendrie / March 2004|
|What Value Quality? Most Hospitality Operators Use the Term “Quality” In their Advertising. What Exactly Does that Mean? / John R. Hendrie / April 2004|