For the love of the guest – A home away from home
The staff at the Ambassade Hotel are hospitality experts. Both in their contact with the guests and behind the scenes, they put their hearts and souls into providing the best possible service. The emphasis lies on devoting time and attention to the guests, with a personal touch, so the hotel feels like a home away from home.
It’s time the reception assistants took a turn in the limelight. Their job is crucial: they look after luggage, show guests the way, provide room service, give information, and make sure the hotel is always looking its best. In cooperation with the reception staff, they also make any reservations the guests might want, and they have the hotel bikes ready and waiting on request. But their most important task is to give the guests a warm welcome and ensure they have a carefree stay.
‘We’re the guests’ first point of contact with the hotel, and first impressions count,’ says Ewout Smit, a reception assistant who has found his ideal job. ‘A warm and respectful reception is crucial. It’s so important that guests feel welcome from the moment they arrive, and that someone devotes time and attention to them. You need to be sensitive to the type of guest, and his or her culture.’
Wim Breden, who has worked at the Ambassade Hotel for years, nods in agreement.
‘The way you treat an elderly English aristocrat is quite different from the way you treat a jovial American.’
‘The longer you do this job, the more you develop feelers for it. You constantly have to work out the right approach and sense what each guest needs. At the Ambassade Hotel, we give people all the time and attention they need, and they really appreciate it. It’s not for nothing that guests regularly return. I’ve really developed a close relationship with many of them over the years.’
Wim has a colourful anecdote by way of illustration. ‘For years a famous high society lady from New York used to stay here. She was a flamboyant type, with cashmere scarves, and impeccable style. A couple of times a year I would pick her up from Schiphol Airport, where for her there was no such thing as waiting in line. She would simply walk through and nobody would stop her or say anything. She had such charisma and strength of personality, you couldn’t say no to her. But she had a heart of gold, and we had the most amazing conversations. As a token of her appreciation she invited me to come and visit her, but a month before I was due to go, I received the news that she’d passed away… I certainly shed a tear.’