Desirée Dils is always one step ahead
Text — Renée Schmeetz / Photography — Guy Houben, Chantal Arnts
General manager of the Kruisherenhotel Maastricht Desirée Dils starts her workday at 6 am with a morning ritual of meditation, writing and reading. After that, she dives into the dynamics of the only 5-star hotel of Maastricht. At Kruisherenhotel, she strives every day to deliver a service that exceeds expectations: “My goal is for every guest to leave as a fan of Kruisherenhotel as soon as they check out."
“During my career I deliberately chose to work in 5-star hotels. The finesse of service right down to the smallest detail: you can really give guests a unique experience. On this level, consistency is key. Everyone needs to deliver the same high quality, every moment of every day. We’re always one step ahead, anticipate on what guests want, even if they don’t realize it’s what they desire.”
A true hostess
“Recently, someone told me: ‘you are the personification of Kruisherenhotel.’ I can be a bit of a rebel, but a true hostess at the same time. I love the fact that ‘hostess’ is part of my job title. I am visible to both guests and team, and enjoy being present on the work floor.”
Same bloodtype
“Our team is young, energetic and classy. All of our colleagues have their own identity, but we all belong to the same blood type. The people working here, all aim to be the best in their profession. They act from the heart, not because I ask them to. Our doorman has just as much passion as our dishwasher.”
Personalities
“For our team, I’m always on the lookout for personalities to join. People who are bold and provide our guests with an unforgettable experience. Employees of Kruisherenhotel Maastricht present themselves as if they were going to a party, although never overshadowing our guests in doing so. Lipstick for the ladies, for example. We are the younger, somewhat naughty sister within the Oostwegel Collection.”
“The fact that the team pulls it off every day with a big smile, makes me very proud and happy.”
Open office hours
“We have a close-knit team and I know everyone inside out. Every week, I have three fixed open office hours scheduled in my calendar. Every employee is welcome in my office for a chat. I’m curious to hear how they are doing, whether they have any feedback for me or the house. If perhaps things might not be going so well, they can talk to me about it.”
Celebrate milestones
“Guests expressing their appreciation for our team by positive online reviews, or a handwritten postcard for example, are my most precious moments. The fact that the team pulls it off every day with a big smile, makes me very proud and happy. Recently, we reached the Tripadvisor top 1% of best 5-star hotels worldwide. Also, we were named the 14th best hotel in the Netherlands. We celebrate milestones like these together. I organize a get together with bubbles and snacks.
Development
“Development is very important to me. I love coaching and every month I set up a training day for new and current employees. I cover topics such as upselling, allergies, complaint procedures, and telephone etiquette. With cakes, a lovely lunch and a certificate at the end of the day, I make sure it’s not just an informative day, but also a fun day for the participants.”
Hotspot
“In five years’, the area of the Kruisherenhotel will be the Montmartre of Maastricht. Less cement and cobblestones, more water features and greenery. With the extension of De Stuers, we will add 50 rooms and a high-end fine casual restaurant to our house. We aim to become a hotspot for the hotel industry and gastronomy, in which the local community is more than welcome.”
Thankful
“The unique character of Kruisherenhotel you won’t find anywhere else. The remarkable combination of opposites coming together: the old and the new, historic murals with contemporary design. Every morning when I walk down the copper entrance tunnel, I look up. I am grateful to be working at such an amazing place with so many lovely people.”
