Minor 1 assignment

Mapping the guest journey

In colabaration with Hogeschool Maastricht


1. Context information organization

Goals organization

ZIN is a special place/ estate. A former elderly home for the Friars of Tilburg. Currently a hotel/ congress facility with a special purpose; ‘bringing compassion and purpose within organizations based on the core values of the Friars of Tilburg’. The Friars are from their origin focused on the industries; cure & care and education. The basis of ZIN is founded on catholic roots, nowadays open to all believes and philosophies.

ZIN (and the guest) is following the daily routine of the Friars and has completely biological based kitchen.

The core values of ZIN are; compassion, hospitality and community building. The Friars still live on the estate next to the Hotel/ congress building.

ZIN has also a trainings organization called the ZIN academy, founded september 2022.


Different kind of organizations, not really a certain industry.

Friars, employees, management, advisory board, clients, in the future external investors (bank). 

Kloosterhotel ZIN voorzijde landhuis welkom lente

Size (personnel, market)

9 conference rooms from 6 till 150 persons (auditorium) | 40 hotel rooms + Restaurant, Living room, Chapel (meditation/ silence area) | +/- 20 employees (full-time/ part-time) & +/- 15 volunteers

2. Context project

We want to take the next step in Hospitality and guest experience. We would like to improve overall quality. As a whole we get already overall good guest reviews and a lot of compliments. We know that we still have the possibilities to grow and improve. The purpose of this assignment is to map our guest journey (so we can use this in the future) and give advice on how we could improve our guest experience. Taking our purpose and core values into account.

3. What results do you expect?

Map (visual representation) of our guest journey
Concrete creative advices on possibilities to improve.

First step in development: Interactive, two day parts, playful workshop on bases restaurant service techniques/-skills and hospitable attitude and behavior for our operational staff, front of the house. Taken the core values of ZIN into account.

4. Why are these results important? (To what do they contribute? Long term goals)

  • Improve quality
  • Improve guest experience
  • Enhance mounth to mounth marketing/communication.

5. For whom in your organization are these results important?


6. What is this project emphatically NOT about? (demarcation)

Operational advise on efficiency and operations.

7. What HAS TO be taken into consideration? (scope)

The purpose, history of, basis of, core values of ZIN.

8. What is the project connected to? (impact, mutual dependence)

9. When will you be satisfied with the results? (criteria)

If we could actually implement the ideas and advices.