WOW the Hospitality Customers: Transforming Innovation into Performance Through Design Thinking and Human Performance Technology
Gabriel Chung, David Chung
12 February 2018
The Hospitality Group (THG) was established in 1957. They had a new vision to spur growth and innovation through transforming the value proposition of the Mira Hong Kong from a traditional five‐star hotel to a design hotel. They did this by offering hip interiors, innovative cuisine, crisp amenities, and a uniquely passionate service culture for the modern traveler who is young at heart. At the same time, THG is transforming its customer experience journey to support the new vision for a distinctive standard where style is the key focus. As a result of the transformation, the Mira Hong Kong received awards for Michelin Guide Recommended Hotel, Best Designed Boutique Hotels of China, and became a member of the Design Hotels™ network (a selection of 280 independent hotels around the world) in Hong Kong.
The International Society for Performance Improvement (ISPI) and its members use evidence-based performance improvement research and practices to effect sustainable, measurable results, and add value to stakeholders in the private, public, and social sectors. Founded in 1962, ISPI is the leading international association dedicated to improving productivity and competence in the workplace. ISPI represents performance improvement professionals throughout the United States, Canada, and 44 other countries.