Tell us a bit about yourself

My name is Veronica, and I come from a family with a strong hospitality background, starting with a small ice cream shop, then a restaurant, and eventually a hotel. Hospitality is in my DNA, and I’m passionate about working in the industry. I began my career at 18, working part-time at a hotel front desk in Italy while studying, which gave me valuable insight into various departments and operations. I later completed an internship in Germany, which broadened my perspective on hospitality across Europe.

After earning my bachelor’s degree, I pursued a master’s in Leading Hotel Transformation, which aligned perfectly with my passion and provided in-depth knowledge of hospitality management, particularly in the Amsterdam market. After completing my master’s at the end of 2022, I eagerly sought a small hotel where I could grow and started my full-time career as a Guest Service Manager at Jan Luyken in 2022. In 2023, I led the hotel’s transformation, overseeing significant renovations and operational changes, which were rewarding as I saw the team embrace these changes and guest satisfaction improve. In January 2024, I became the General Manager, and I truly love what I do—working with our team and ensuring exceptional experiences for our guests. That’s been my journey so far.

How different does the refurbishment feel – is it very different in terms of design?

The ground floor and room bathrooms were fully renovated, with a focus on creating a homey atmosphere. We removed the traditional front desk and stopped using laptops, improving the experience for both guests and staff. The refurbishment also added a guest kitchen, opened the garden, and created a gym, all of which enhanced functionality and the guest experience.

What’s your favourite part of the job?

What I love most about my job is the diversity and responsibility it offers. I get to oversee every aspect of the hotel, from managing operations to leading the team and ensuring our guests have a memorable experience—before, during, and after their stay. Meeting people from all over the world is a highlight, and I also enjoy the financial aspects of the role. Every day is unique, and there’s always something new to learn, which keeps it exciting and fulfilling.

What does great customer experience look like here?

Great customer experience here begins the moment our guests walk through the door. It’s about creating a warm, home-like atmosphere where they immediately feel comfortable and relaxed. When guests feel they can sit anywhere, grab a snack from the kitchen, or make tea for their loved ones, that’s when we know we’ve succeeded in making them feel truly at home.

At the same time, it's important to maintain high-quality service. While we want guests to feel at home, we also want to ensure they know we're here to support them. It's about striking the right balance—giving them the comfort of home while still providing exceptional service, so they never feel like they have to do everything themselves.

How would you describe the hotel in a few words?

Home away from home.

How was the overall design concept for the hotel approached? 

The design creates a home-like atmosphere with an open desk for easy guest interaction and no barriers between guests and staff. The living room offers comfortable seating, games, and a warm, welcoming colour scheme. The kitchen is open 24/7, providing guests with access to food and drinks anytime. The design blends vintage and modern pieces from Belgium, France, the Netherlands, and Italy, crafted by Amsterdam-based makers to balance comfort and operational efficiency.

What strategies are you using to ensure that the staff are engaged and motivated to provide exceptional service?

First, I’d say flexibility is key. While flexibility isn’t always a given in the hospitality industry, I believe it's becoming increasingly important for both work and life. Finding the right balance is essential to keeping the team engaged.

Another crucial element is open communication. Sharing both positive and negative feedback helps build trust, identify strengths, and work on areas of improvement. This approach naturally leads to professional growth and, ultimately, promotions.

What emerging technologies or products do you believe will be essential for hotels to adopt in the coming years?

Digital check-in and check-out provide great convenience, with guests appreciating the digital key and everything on their phone. It also benefits operations by helping housekeeping track room status for immediate cleaning. Chatbots handle simple requests, reducing wait times and enhancing the guest experience. Smart rooms allow guests to customise their environment through smartphones, offering greater convenience and personalisation.

What piece of advice would you give someone looking to start a career in the hotel sector?

To succeed in the hospitality industry, it’s important to be willing to start small and be patient. There’s always potential for growth, especially since the industry is so broad with many different departments to explore. Staying updated is key—attend events, read industry news, and continuously improve your skills.

If the hotel had a theme song, what would it be?

Don’t stop me now by Queen.

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We are looking forward to bringing the community together again at Independent Hotel Show Amsterdam 2025, secure your ticket here. Hoteliers and designers can attend for free, please get in touch at independenthotelshow@montgomerygroup.com to secure your free code.