Intro: The Hospitality industry in the Netherlands has rich traditions and high competition. Therefore, the selection of the best luxury hotels in this country is an extremely difficult task. This year, NH Collection Amsterdam Grand Hotel Krasnapolsky confidently confirmed its high status and became the winner of Luxury Lifestyle Awards in the category of The Best Luxury Hotel in the Netherlands. We talked with the General Manager of the Hotel, Mr. Arne Heuwekemeijer, about the intricacies of his work.

Luxury Lifestyle Awards: Managing a five-star hotel NH Grand Hotel Krasnapolsky requires a lot of experience in this area. What is your professional background that brought you to this position?

Arne Heuwekemeijer: I graduated from The Hotel Management School in Leeuwarden in 1996 and worked for a couple of years in The Netherlands. Via the Okura Amsterdam I moved in 2001 to Shanghai and went from operations to sales. After three and a half years, I went back to operations and had various positions in hotels before moving to Singapore to become Director of Operations of Carlson Rezidor. The last couple of years before moving back to Amsterdam I was General Manager of a 5 star Radisson Blu Hotel in Shanghai.

LLA:  You have been working as General Manager of the Grand Hotel Krasnapolsky since May. What were your first impressions of the Hotel and what has changed here during your work?

AH: It is such an iconic hotel, the first impression was, however, the attitude of the staff. They are warmly welcoming all our guests and really go out of their way to let our guests truly enjoy their stay with us.

LLA: What are the main tasks you set for yourself as the General Manager of the Hotel?

AH: Of course, I am fully responsible for the hotel and it speaks for itself that we have to achieve a good financial result. However, the main focus is SERVICE, SERVICE and SERVICE. In the hotel industry, we have to make a difference in service, especially in a competitive market as in Amsterdam. Fortunately, with the current staff we have, we are able to deliver extraordinary moments to our guests at all times.

LLA: What attracts you to work in luxury hotels?

AH: The best feeling, in my opinion, is to please others. To surprise them, to go beyond their expectations and to really give the guests a great experience. In luxury hotels we can even go a step further and deliver a service which is unique in its kind.

LLA: Speaking about your experience of working in Shanghai, could you highlight the key difference between managing luxury hotels in Asia and Europe?

AH: The guest expectations are similar, however, the cultural  difference of both continents play a role in the way the guests experience the services we offer. Due to a different guest/staff ratio in Asia, we were always able to offer extra personal service, while in Europe some additional staff can be really considered as true luxury.

LLA: What are the most difficult issues you face in your current job?

AH: To maintain the service quality at all times. Especially within a hotel of 451 rooms it can sometimes be very hectic and to maintain our service level at those times can be a challenge. Other issues will be the dealing with many external factors which does not always allow me to focus on the hotel directly.

LLA: How do you monitor the feedback of hotel guests?

AH: We have a company monitoring for us all the feedback from our own website as well as all the external websites. We get a live time feed into the system so we can always check on what score we currently are.

LLA: Could you list the key tips for guest satisfaction?

AH: Again I would have to say SERVICE. Many hotels have great rooms and beautiful facilities, but if you are not able to offer the services the guest expects the satisfaction score will be low. Find a way, however, to really engage with the guests and make them feel part of the hotel and follow up on that the satisfaction index will grow.

LLA: In your opinion, what are the most important qualities the General Manager should have?

AH: Engaging with staff and guests, sales-minded, result-driven, good communicator, focus on details and, above all, a great hotelier.

LLA: What qualities do you expect your employees should have?

AH: I would expect the same qualities as the one I just mentioned for the General Manager. Since we have to operate as a team the expectations for delivering a great result should be similar to the GM.

LLA: NH Collection Grand Hotel Krasnapolsky has become this year`s winner of Luxury Lifestyle Awards as the best luxury hotel in the Netherlands. In your opinion, what factors were decisive in this victory?

AH:  Our staff would be one of the key factors. Our service as well, similar to the extraordinary moments we deliver every day. Of course, our location is great as well but what makes the hotel really special is the rich history as of 1880. The renovation which has just finished is helping us as well to be considered for the Luxury Lifestyle Awards. We are very grateful for this.

LLA: Your hotel boasts a rich history. What are the plans for its development in the future?

AH: Two years ago, we have finished a large renovation for the rooms, lobby, FO desk, etc. By the end of 2020, we have great plans which we will share soon…