15 February 2017
The invaluable power of hospitality
EW Facility Services welcomed over 200 participants to its event The Power of Hospitality, which was held on 14 February at the newly built but already iconic Hilton Amsterdam Airport Schiphol Hotel. For the third time the multiservice facilities provider offered its clients and business associates an inspirational afternoon, with the invaluable power of hospitality taking centre stage. In his introduction Bas Haagen, EW Facility Services Marketing and Sales Director, emphasised the importance of hospitality: “Because organisations that succeed in using this power in the right way are able to capture the hearts of their customers and employees.”
EW Facility Services presented a unique programme, with three speakers from different fields of work. They had one common denominator: the recognition that power lies in the team. When employees express and convey hospitality, you make the difference. Keynote speaker Steven van Belleghem made an inspirational contribution with his vision and engaging examples. “Steven van Belleghem opens your eyes!”, according to one of the visitors. Steven believes that artificial intelligence is the future, but the importance of the human contribution will remain, and even grow. “Ever-increasing computerisation means that human contact is becoming scarce. And when something is scarce it rises in value”, says the dynamic Van Belleghem. Steven argues for the use of computers to take care of the operational work, so that people have time and space to carry out the creative and emotional tasks as well as possible, and so amaze guests and employees. “Because”, as he rightly states, “the difference between people and computers is that people can choose not to follow the script”.
Jolijn Zeeuwen, General Manager of the Hilton Amsterdam Airport Schiphol Hotel, invited the visitors to step into the world of Hilton with him. Together with its employees it makes the difference every day. With a bottom-up approach and optimal employee empowerment, Hilton creates support and commitment, which leads to more efficient processes and enthusiastic employees who positively influence the guest experience. “Hospitality architect” Jan Willem Nugteren shared his experiences of hospitality in the healthcare sector. He was in at the start of the cultural transformation of the Bernhoven hospital and its acclaim as the most hospitable hospital in the Netherlands. According to Nugteren, the translation of the hospital’s vision into a concrete hospitality target was essential for the successful implementation of hospitality in every setting. “The defining elements of the Bernhoven approach are universal success factors for hospitality. A shared aim, breaking hospitality away from the facilities department and embedding it in the entire organisation, and appointing and facilitating ambassadors lead to a better guest experience.”
On Valentine’s Day - the international day of love - EW Facility Services focused on the ‘human touch’ of hospitality. Visitors to The Power of Hospitality weren’t only treated to inspiring content, but also surprised by personal compliments from the ‘Compliment Girls’, who handed out wonderful compliments in the breaks and at the informal drinks reception. And the folks at home weren’t forgotten, because at the candy stall visitors could take home a bag of heart-shaped candy for their Valentines!
