"Yes, what is service?", Jos van Oosterhout (1959), manager of Food & Beverage at Hotel Mitland and associated with the company for more than 45 years, repeats the question. "Of course the basic things have to be in order. Hygiene, quality, the facilities. But the real service is in little things. If it's raining and I see a lady walking out while her car is maybe 100 meters away, I give her an umbrella. And she gets to keep it. That way you really think with the guests and they don't forget that."
Petra ter Laak (1964), a reservation clerk with 40 years of service as well, fully endorses that approach. "In addition, it is also important to listen carefully to what the guest wants," she adds. "If at all possible, we meet those wishes. And if once something goes wrong, you also have to apologize immediately and fix the mistake, instead
instead of getting into an argument. With a personal approach and a cup of coffee, the air is usually cleared quickly." When dealing with guests ("guests and not: customers," Jos says) tone is very important, the F&B manager says. "You have to be correct, but above all friendly and not as a trick, but because you enjoy making guests feel comfortable and have a certain social intelligence. Almost never do we get a big mouth or run into arrogant behavior. You know, this work is like a mirror: if you are friendly
you get that kindness back. That's what I teach young colleagues first."
"But people have become much more articulate over the years, verbally and in terms of their demands, notes Petra. "They weren't used to anything before, either, and now traveling and
sleeping in a hotel has become very common. Guests used to arrive with suitcases bought especially for the trip, today they walk around with a plastic bag from the hardware store," said the employee of reservations. "That's not bad at all, but it shows how natural guests take being in a hotel for granted. People are no longer impressed by the entourage a long time ago." "But we welcome every guest," Jos emphasizes. "And of course we really like it when people come back several times. To such a regular guest I like to say: 'Nice to see you again'. And if possible with the name behind it. That has nothing to do with subservience, but you do make sure that a guest feels welcome." And Jos has another example of the friendliness rooted in Mitland's DNA. "When a guest reports for breakfast, don't just cross out the name and room number, but also wish him or her a tasty meal, followed by that guest's name. Then someone like that starts the day off right."