Three key themes for today and tomorrow: Part 1 - Hospitality

This series was created for the KHN Sector Special: Overnight.

In an engaging series of interviews with three leading professionals (Christianne Glazenburg, Emmy Chair, Erik-Jan Ginjaar), HOTELVAK has gained in-depth insights into the evolution of the hotel industry. The three professionals' approach shows how a strong focus on hospitality, sustainability and digitalisation improves the guest experience while contributing to a future-proof hotel industry.

In this section, you will read about Hospitality.

In a world where guests are spoilt for choice, exceptional hospitality can make the real difference. We talk to GuestHouse Hotel in Kaatsheuvel. How do they make guests feel at home? And why are reviews so important?

Feeling at home as a trademark
Christianne Glazenburg, General Manager: "We want to welcome guests 'just like home' and offer them an ultimate and distinctive hospitality experience. For us, hospitality is a combination of a personal approach and creating a nice place. We have paid a lot of attention to the decor to make people feel at home right away. But, the real difference is made by our staff, our GuestHousers. We try to surprise our guests, but above all, we are ourselves."

"Everything starts with finding the right people, people who agree with our vision and our way of working," Christianne continues. "You're not guest-oriented because you have to be, but because it's in you. Hospitality is not 'scripted' with us and we don't have elaborate 'service operating' procedures. That personal approach and conviviality is characterised by an informal setting and dealings. For instance, we don't find it at all strange to address our guests as you and you. That's who we are and that should also suit you as an employee. Our motto 'Just like home' applies not only to our guests, but also to our employees. Employees must be at ease to offer our typical hospitality. We are involved with our GuestHousers and show genuine interest in them, just as our GuestHousers do with our guests. What you give, you automatically get back."

GuestHouse Hotel Kaatsheuvel
GuestHouse Hotel Kaatsheuvel is an 'economy boutique'. It is a modern and fresh hotel characterised by personal service and genuine hospitality. It is at walking distance from the Efteling and focuses mainly on the 'leisure' target group, but also knows how to appeal to the business segment. Much attention has been paid to the general areas in the hotel where guests can meet and stay.

Luck over right

Christianne: "Over six years ago, in the run-up to the opening, we researched the wants and needs of our potential guests. From their 'customer journey', we further developed our concept and determined where our guests' needs lie. For instance, we have baby monitors available at reception, guests can do laundry at the hotel and a lot of attention is paid to children."

"Wishes and needs naturally change over the years. So the main thing is to stay creative and innovative, and not be reluctant to implement change."

"We avoid 'fighting out' a bad review online. So we always take a moment to contact guests personally and find a suitable solution together. We go for happiness over equality. By the way, it's not bad at all to get bad reviews once in a while, it's about what you do with them. Potential guests look at the average, and a business with only 10s is not credible either."

The power of reviews

"So we put a lot of effort into acquiring guest reviews and monitoring them. With results, because by 2023, we have already received over 1,400 reviews. Together with the teams, we go through these reviews and also answer them. Not only valuable information to feed back to the teams, but also good for your online visibility. Answering a review is also valuable for potential new guests. It is the company's calling card."

"When a guest comes to us with a complaint, we always feel it is important that whoever is addressed first also takes responsibility to resolve it. Everyone who works here is allowed to resolve a complaint. We try to start the conversation as openly as possible. Asking the question 'how can we solve it for you?' guests often find surprising, but often opens the conversation well."

Tips & tricks from Christianne

HOTELVAK brings together owners, professionals, suppliers and enthusiasts and discusses the key themes of today and the transformations to tomorrow