Polle de Maagt 
Polle de MaagtHospitality5 questions
How do I make guests feel seen?
Small gestures from hotels, shops and people that make guests feel seen.
How do I make personal attention repeatable?
How do I let staff act like humans again?
How do I spot the guest who needs a little extra?
How much should we know about our guests?
What does a small gesture look like?
Also on this topic
- Kimpton: the CEO’s phone number.Best practice
- Kimpton: raid the bar.Best practice
- Kimpton: the secret password.Best practice
- Kimpton: social hour.Best practice
- Disney: housekeeping and the toys.Best practice
- W Hotels: whatever, whenever.Best practice
- Johnny the Bagger.Best practice
- Random acts of kindness.Reflection
Start with a conversation
Rather talk it through?
Half an hour, no deck needed. Bring the question you are sitting with, and we will know quickly whether I am the right person for it.
Not ready for a conversation yet? Movements is a quarterly brief on the shifts that change what people expect. The same sign-in opens all the tools. Get access →
Not ready for a conversation yet? Movements is a quarterly brief on the shifts that change what people expect. The same sign-in opens all the tools. Get access →
