Service is in the details

"Yes, what is service?" repeats Jos van Oosterhout (1959), manager of Food & Beverage at Hotel Mitland and connected to the company for over 45 years, the question. "Of course, the basic things must be in order. Hygiene, quality, the facilities. But real service is in the small things. If it's raining and I see a lady walking outside while her car might be 100 meters away, then I give her an umbrella. And she can even keep it. That way, you really think along with the guests, and they don't forget that."

Petra ter Laak (1964), among other things a reservation employee with also 40 years of service, fully endorses that approach. "Additionally, it's important to listen well to what the guest wants," she adds. "If at all possible, we accommodate those wishes. And if something goes wrong, you must immediately apologize and correct the mistake, instead of getting into a discussion. With a personal approach and a cup of coffee, the air is usually cleared quickly." When dealing with guests ('guests and not: customers', says Jos), the tone is very important, according to the F&B manager. "You must be correct, but especially friendly and not as a trick, but because you enjoy making the guests feel comfortable and possess a certain social intelligence. We almost never encounter rude behavior or arrogance. You know, this work is like a mirror: if you are friendly, you get that friendliness back. That's the first thing I teach young colleagues."

"But people have become much more outspoken over the years, verbally and in terms of their demands," Petra notes. "They weren't used to anything before, and now traveling and sleeping in a hotel has become very common. Guests used to arrive with suitcases specially bought for the trip, nowadays they walk around with a plastic bag from the hardware store," says the reservation employee. "That's not a problem at all, but it shows how guests take it for granted that they are in a hotel. They are no longer impressed by the surroundings." "But we are happy with every guest," emphasizes Jos. "And we find it very nice when people come back multiple times. To such a regular guest, I like to say: 'Nice to see you again.' And if possible, with the name afterwards. That has nothing to do with subservience, but you ensure that a guest feels welcome." And Jos has yet another example of the friendliness rooted in Mitland's DNA. "When a guest shows up for breakfast, don't just cross off the name and room number, but also wish him or her a good meal, followed by the guest's name. That way, someone starts the day well."