Three key themes for today and tomorrow: Part 3 - Digitisation

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 Digitalisation.

HOTELVAK on digitalisation in conversation with: Erik-Jan Ginjaar of Postillion Hotels

The hotel industry cannot be left behind in the digital transformation either. That is why we take a look behind the scenes at Postillion Hotels. How do they use technology to increase efficiency and offer guests a welcoming experience?

The balance between human warmth and digital efficiency
Erik-Jan Ginjaar, Managing Director: "Postillion Hotels believes that technology should play a facilitating role in hospitality, where the personal touch of the guest experience is irreplaceable. Technological tools are ideal for routine jobs like processing bookings and light administrative work, but when it comes to hospitality, it is the human factor that really makes the difference."

"Technology is an integral part of our hotel and our guests are well aware of this," Erik-Jan continues. "We provide clear communication about how technology enhances the guest experience and our guests can experience this for themselves. This is demonstrated, for example, by the use of voice-activated home automation in our Amsterdam hotel and the ease with which reservations can be made through our AskM system. This system symbolises our commitment to technological advancement and hospitality, and we are particularly proud of how it enriches the experience for our guests."

Postillion Hotels
For more than 50 years, Postillion Hotels has been a well-known phenomenon in the Netherlands.
From the first hotel in Bunnik in 1959, they have positioned themselves as a leading brand for the modern business traveller.

The road to an officeless future

Erik-Jan: "For the future, we have big plans: within a few years, we want to be the first hotel chain without back offices. Our aim is to have all employees only in the front-of-house, in direct contact with our guests. This requires a big investment in technologies like AI, especially for our finance department. While I would prefer to deploy this process immediately, it is important to take time for this to ensure everything runs smoothly. The reason for these innovative steps? I am convinced that constant innovation is the key to success. By challenging and improving ourselves and our processes on a daily basis, we stay one step ahead of competitors."

Tips & tricks from Erik-Jan

• Innovate with conviction and passion; if your only driver is cost-cutting, true innovation will remain out of reach.
• Embracing a Property management system (PMS) like MEWS can lead to faster online check-ins and similar processes - which is already considered 'standard' these days. However, technological innovation is not a sprint but a marathon. It is important to select technologies that really fit your company's identity and needs.

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

Daniel Bundel, Editor-in-Chief HOTELVAK: "In every issue of HOTELVAK, we strive to provide relevant and inspiring content. By covering in-depth interviews, case studies, innovations and opinions, we and our team ensure that readers stay informed and entertained about industry-related issues. The core concepts we keep in mind are inform, inspire and confront."