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uoguelph.ca/lang
THE SERVICE
MANAGEMENT
APPROACH TO AGRI-
FOOD LINKAGES AT
LUXURY HOTELS:
ELEVATING CARIBBEAN
CUISINE
Pres...
uoguelph.ca/lang
PRESENTATION OVERVIEW
• Insights into the Service Management Approach
• Lesson’s from an Exemplary Case S...
uoguelph.ca/languoguelph.ca/lang
TOURISM DEVELOPMENT
Figure 1: Linkages, Multipliers and Leakages
Source: Adapted from Dor...
uoguelph.ca/languoguelph.ca/lang
RESEARCH CONTEXT
Caribbean Island
Grenada
Farmers-hotel supply Chains
uoguelph.ca/languoguelph.ca/lang
THEORETICAL FRAMEWORK
THE SERVICE MANAGEMENT APPROACH
Service Dominant Logic
Lusch & Varg...
uoguelph.ca/languoguelph.ca/lang
CONCEPTUAL FRAMEWORK
Service Support Agencies
Value Co-creation
Value co-creation
Strong ...
uoguelph.ca/languoguelph.ca/lang
• Farmers
• Hotel
Service Focus
• Consumers
Service Focus
LOCAL FOOD SUPPLY CHAIN CASE ST...
uoguelph.ca/languoguelph.ca/lang
LOCAL FOOD SUPPLY CHAIN CASE STUDY A
• Farmers
Service Focus
• Hotel
Service Focus
• Cons...
uoguelph.ca/languoguelph.ca/lang
RESEARCH FINDINGS – CASE STUDY A
• Value Co-Creation and Co-Production with Local Foods f...
uoguelph.ca/languoguelph.ca/lang
Valued Relationships in the Resort's Local Food Supply Chain
– Farmers description of rel...
uoguelph.ca/languoguelph.ca/lang
Intangible Resources in the Resort's Local Food Supply
Chain that Benefit Guests
– Farmer...
uoguelph.ca/languoguelph.ca/lang
Intangible Resources in the Resort's Local Food Supply Chain
that Benefit Guests
– Resort...
uoguelph.ca/languoguelph.ca/lang
Intangible Resources in the Resort's Local Food Supply
Chain that Benefit Guests
– Benefi...
uoguelph.ca/languoguelph.ca/lang
EMERGING FRAMEWORK
Value Co-Creation
Co-Production
Consumer
Centric
Valued
RelationshipsI...
uoguelph.ca/lang
FUTURE OF FOOD TOURISM
• Trend of experiential travelers
engrossed with food
– Wanting to learn more abou...
uoguelph.ca/lang
FUTURE OF FOOD TOURISM
• Exclusive and even one-
on-one experiences with
chefs, farmers or other
food pro...
uoguelph.ca/lang
FUTURE OF FOOD TOURISM
• Restaurant ‘a stage for
entertainment’
– Best practices making the
kitchen activ...
uoguelph.ca/languoguelph.ca/lang
FUTURE OF FOOD TOURISM
• Food trails are appealing to food tourists
• Restaurants are exp...
uoguelph.ca/lang
FUTURE OF FOOD TOURISM
• A tasting-only menu or
sampling sessions
• Identify ways to incorporate the
tour...
uoguelph.ca/lang
FUTURE OF FOOD TOURISM
• Exposure to local food
ingredients and
preparations in the palm
of the visitors’...
uoguelph.ca/languoguelph.ca/lang
AREAS FOR ATTENTION
• Quality of Local Produce
• Increased collaboration with Farmers to ...
uoguelph.ca/languoguelph.ca/lang
THANK YOU
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Grenada AgriTourism Policy Setting Workshop : Kimberly Thomas-Francois: "The Service Management Approach to Agri-food Linkages at Luxury Hotels: Elevation of Caribbean Cuisine"

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Grenada AgriTourism Policy Setting Workshop
Policy setting for improved linkages between agriculture, trade and tourism: Strengthening the local agrifood sector and promoting healthy food in agritourism.

Workshop organised by the Government of Grenada
In collaboration with OECS, CTA, IICA,
Radisson Grenada Beach Resort, Grand Anse, St. George, Grenada
September 17-18, 2019

Veröffentlicht in: Lebensmittel
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Grenada AgriTourism Policy Setting Workshop : Kimberly Thomas-Francois: "The Service Management Approach to Agri-food Linkages at Luxury Hotels: Elevation of Caribbean Cuisine"

  1. 1. uoguelph.ca/lang THE SERVICE MANAGEMENT APPROACH TO AGRI- FOOD LINKAGES AT LUXURY HOTELS: ELEVATING CARIBBEAN CUISINE Presented by: Dr. Kimberly Thomas-Francois School of Hospitality, Food and Tourism Management
  2. 2. uoguelph.ca/lang PRESENTATION OVERVIEW • Insights into the Service Management Approach • Lesson’s from an Exemplary Case Study in Grenada • Future of Food at Luxury Resorts in Elevating Caribbean Cuisine • Areas for Attention and Next Steps
  3. 3. uoguelph.ca/languoguelph.ca/lang TOURISM DEVELOPMENT Figure 1: Linkages, Multipliers and Leakages Source: Adapted from Dorothea Meyer (2007, p. 563)
  4. 4. uoguelph.ca/languoguelph.ca/lang RESEARCH CONTEXT Caribbean Island Grenada Farmers-hotel supply Chains
  5. 5. uoguelph.ca/languoguelph.ca/lang THEORETICAL FRAMEWORK THE SERVICE MANAGEMENT APPROACH Service Dominant Logic Lusch & Vargo, (2004) Service Dominant Logic Value Co- Creation Intangible Resources Relationships
  6. 6. uoguelph.ca/languoguelph.ca/lang CONCEPTUAL FRAMEWORK Service Support Agencies Value Co-creation Value co-creation Strong and Valued Relationships throughout the Supply Chain Farmers Focus on value creation and co-creation with hotel and consumers through the supply of Local Food Service oriented production Hotel Co-creation of valued food needs with farmers (suppliers) and (guests) consumers Focus on providing value to consumers Information Transfer Consumers Co-creation and co-production through valued food related needs Informationtransfer Interest in food source for leisure, education or intrinsic value Micro-financing & Clustering Development Production Extension Services & Technical Support Facilitate on Farm Related Services Input Procurement Agencies Marketing National Importing Board/Storages & Marketing Services Government Policy and Strategic Development Direction Farmers Cluster Organization Arrows show flow of information, value co-creation and co-production, relationship and intangible resources
  7. 7. uoguelph.ca/languoguelph.ca/lang • Farmers • Hotel Service Focus • Consumers Service Focus LOCAL FOOD SUPPLY CHAIN CASE STUDY B Forward
  8. 8. uoguelph.ca/languoguelph.ca/lang LOCAL FOOD SUPPLY CHAIN CASE STUDY A • Farmers Service Focus • Hotel Service Focus • Consumers Service Focus Forward Backward
  9. 9. uoguelph.ca/languoguelph.ca/lang RESEARCH FINDINGS – CASE STUDY A • Value Co-Creation and Co-Production with Local Foods for Resort Guests –the guests’ desire to know where their foods are grown, –the desire of guests to experience a ‘taste of place’, –the provision of nutritional benefits to guests, –the opportunity for guests to make special food requests, –providing guests with unique food experiences and, –consistent communication between the resort staff and guests during their stay.
  10. 10. uoguelph.ca/languoguelph.ca/lang Valued Relationships in the Resort's Local Food Supply Chain – Farmers description of relationship with the Resort • Perception that Business relationship between purchasing officers and farmers evolved into personal friendships • Farmers acknowledge the valuable contribution that the resort is making to their livelihoods. • Perceived mutually beneficial partnership • Large quantities of local food purchased by the resort is unmatched by other hospitality businesses and local supermarkets
  11. 11. uoguelph.ca/languoguelph.ca/lang Intangible Resources in the Resort's Local Food Supply Chain that Benefit Guests – Farmers Knowledge and Experience • Average years of farming commercially amounts to 30 years while many started farming as children • Hands-on care to individual plants throughout the growth process to ensure highest quality foods (e.g. molding and mulching) • Tacit knowledge of farmers to provide local produce with special characteristics required by the resort for its guests • Technical 'know how' of farmers to produced local foods with special characteristics required by the hotel e.g. taste, texture and, size
  12. 12. uoguelph.ca/languoguelph.ca/lang Intangible Resources in the Resort's Local Food Supply Chain that Benefit Guests – Resort's staff knowledge and Experience • Staff indigenous knowledge about local foods and culture experiences with national dishes • Knowledge transfer from staff to guests on local foods • Staff’s commitment to innovate, learn and pursue personal development to ascertain highest standards to satisfy guests needs • Staff commitment to understand guests’ needs on a daily basis and attempting to meet them.
  13. 13. uoguelph.ca/languoguelph.ca/lang Intangible Resources in the Resort's Local Food Supply Chain that Benefit Guests – Benefits from Geographic Indication • Unique taste of foods by virtue of place of production • Rich volcanic soil with that possess high levels natural nutrients with minimal demand for agro-chemicals and fertilizers • Short travel miles within island that allows local foods to retain its freshness and nutritional value in its natural state • Nature based farming on virgin soil that has not be used for intensive mechanical farming
  14. 14. uoguelph.ca/languoguelph.ca/lang EMERGING FRAMEWORK Value Co-Creation Co-Production Consumer Centric Valued RelationshipsIntangible Resources Leadership Innovation
  15. 15. uoguelph.ca/lang FUTURE OF FOOD TOURISM • Trend of experiential travelers engrossed with food – Wanting to learn more about how their meals are prepared and where they come from • Desire to meet the grower and traverse the farms of farmers • Learning about a particular food, or even better a community food culture is the big draw.
  16. 16. uoguelph.ca/lang FUTURE OF FOOD TOURISM • Exclusive and even one- on-one experiences with chefs, farmers or other food producers. • These travelers spend about 18-20% more in destinations for every age group and country of origin
  17. 17. uoguelph.ca/lang FUTURE OF FOOD TOURISM • Restaurant ‘a stage for entertainment’ – Best practices making the kitchen activities visible to guest – Hotel’s community space where the chefs share their stories – Leads to customized cooking classes
  18. 18. uoguelph.ca/languoguelph.ca/lang FUTURE OF FOOD TOURISM • Food trails are appealing to food tourists • Restaurants are experience driven with guests having more access to Chef
  19. 19. uoguelph.ca/lang FUTURE OF FOOD TOURISM • A tasting-only menu or sampling sessions • Identify ways to incorporate the tourist into the food preparation process • Cooking in chefs’ homes where an intimate group of diners, or even a couple, interact with chef or authentic home cook and watch as off-menu courses
  20. 20. uoguelph.ca/lang FUTURE OF FOOD TOURISM • Exposure to local food ingredients and preparations in the palm of the visitors’ hand (Smartphones) eg. Tastemade, a food and travel video network created for mobile
  21. 21. uoguelph.ca/languoguelph.ca/lang AREAS FOR ATTENTION • Quality of Local Produce • Increased collaboration with Farmers to foster greater innovation (Chefs to Farmers) • Introduction of new varieties of produce • Greater interaction with local food (Information in rooms) • Increase product offerings for the nature visitors • Greater service focus throughout the supply chain • Most importantly: Incorporate new service-oriented policies in Agri-Tourism Policies and diffused strategies into training manuals for hospitality trainers and hotels.
  22. 22. uoguelph.ca/languoguelph.ca/lang THANK YOU

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