Jeannine and Sven: Welcome your guests with open arms!

Hospitality is at the heart of our service. It starts with attention, with a warm welcome as soon as guests cross our threshold. A warm and friendly welcome lays the foundation for a pleasant stay in any hotel.

But what does 'gezellig' actually mean? It is a typically Dutch word that can have several meanings: cosy, nice, pleasant, fine, charming, and many more.

But how do we translate that into practice? 

It starts with a friendly greeting at the door, making guests feel immediately at ease. It's about making guests feel that we are genuinely glad they are there. After all, you only make a first impression once. Smiles, eye contact and an open attitude are essential for this. A personal approach, such as shaking hands and introducing yourself, can make all the difference. "How nice that you are here!" or just "Welcome" are simple but powerful ways to greet your guests.

And instead of immediately asking if a reservation has been made, it feels better for every guest if they are greeted enthusiastically and warmly first. If, as an employee, you are busy with other tasks and ignore the guests, you are immediately behind: that won't work out. Indeed, it requires attention, but it is worth it. Take that from us.

Unburdening

Unburdening is another important aspect of welcoming guests. A guest can have different reasons for staying in a hotel. It is therefore important to find out from the front office why exactly the guest is visiting your hotel. If you can research this in advance, preferably when booking, you can serve the guest even better on arrival.

Imagine, a guest is delayed with his flight and therefore threatens to be late for a congress he wants to attend. By acting proactively and having a taxi take the guest directly to the congress, you offer a solution. In the taxi, you provide water, a snack and warm wipes so the guest can freshen up. Upon returning to the hotel, you then make sure the room is tip-top ready and gauge whether the guest needs a meal in the room.

Taking care of guests requires empathy. You have to be able to imagine how you yourself would like to be treated in every situation. A hotel visit is only truly successful when guests feel comfortable, cosy and convivial. That invites them to come back. How do we create that cosiness for our guests?  

We would love to hear your ideas.

Jeannine and Sven