The Leonardo Royal Hotel Den Haag Promenade is represented by both new and more experienced employees working together with passion as one team, to deliver great service and to depict the hotel’s values. In these monthly written pieces, there is a focus on their values and their approach to our international clients. This year’s focus is on the new events concept ‘Now We’re Talking’. It revolves around creating on-going conversations and a spark amongst attendees. It offers endless possibilities to get inspired and connected, with instant personal communication before, during and after your event. Therefore, we would also like to share some background information about the employees with you. Allow us to introduce you to Rachel Jones
- Nationality: Dutch
- Function: Guest Experience Agent
- Department: Front Office
Introduction
When did you start working at the Promenade Hotel?
I began as a General Manager Trainee in February 2023, and I was fortunate to receive a wonderful opportunity to transition into a new role as a Guest Experience Agent.
What was your first impression of the Promenade Hotel?
I was immediately impressed. The interior design is chic and sophisticated creating a welcoming and luxurious atmosphere. Additionally, everyone I encountered upon entering the hotel was friendly and kind, making me feel right at home from the very start.
What makes the Promenade Hotel suitable for welcoming people from all around the world?
The Promenade Hotel is highly suitable for welcoming people from all around the world due to its incredible diversity and inclusive environment. With over 19 nationalities represented among our staff, we offer a rich and welcoming atmosphere that resonates with international guests. Our location is near many embassies, which frequently host events at our hotel. This further enhances our global appeal.
Additionally, our LEO’s International Flavors restaurant showcases a variety of international flavors, offering diverse dishes to cater to the guests from all over the world. A unique concept of our restaurant is that our chef, Sido de Brabander, encourages his team to create dishes from their home countries. This approach not only enriches our menu but also ensures we bring international and authentic flavours to the table, reinforcing our commitment to diversity and inclusion.
Overall, our hotel its diverse staff, strategic location, and international culinary offerings make it an ideal destination for guests from every corner of the globe.
Which diplomatic event has been most memorable for you, so far, at the Promenade Hotel?
My favourite event was the Food Festival by Bosnia. I particularly enjoyed it because I was actively involved, assisting the Food & Beverage team that night. I had the opportunity to taste a variety of delicious dishes that I had never tried before, which was a highlight for me. The atmosphere was lovely, enhanced by live violin and piano performances, making the experience even more special. The preparation for the event was seamless, and every department in our hotel played a role, whether big or small. That night, we hosted over 90 guests, and it was a complete success.
What international aspects do you see reflected along your daily duties and the work environment?
As a front office Guest Experience Agent, I frequently interact with guests from all over the world. This interaction provides a unique opportunity to understand and cater to diverse cultural preferences and expectations.
For instance, we celebrate and incorporate special international occasions, such as Italian Pasta Day, where our Italian colleague cooks pasta for our staff meal, or us at the Front Office serve Glühwein during the Christmas season for our guests. This attention to cultural details ensures that both our colleagues and guests feel welcomed and appreciated.
By embracing these international aspects, we create a rich and inclusive atmosphere that enhances the overall guest experience and fosters a sense of community among our staff.
NOW WE’RE TALKING!
The core values of the new concept are fun, surprising, genuine and connect.
Using your own words, how would you describe the new events concept?
I like the “Now We Are Talking” event concept. It allows us and the guests who have their events at our hotel to interact more with one another. This approach not only improves the guest experience, but it also promotes a feeling of community and engagement, making each event genuine memorable.
What do you find the most exciting or fun part of your current role within the Promenade hotel?
What I find most exciting and fun about my current role at the Promenade Hotel is the opportunity to genuinely connect with our guests. While making guests happy is a common goal in hospitality, for me, it is more than just a job—it is a passion. I have been doing this since I was 17 years old.
When I am surrounded by guests, engaging with them, offering tips for local restaurants, providing directions, or assisting them in any way, I feel truly fulfilled. I live and breathe hospitality, and there is nothing I enjoy more than ensuring our guests have a memorable experience. Forming personal bonds with them is incredibly rewarding; I strive to make sure they remember me, just as I remember them.
I also love when I hear an accent and can immediately identify that they speak Spanish or Papiamento. Switching to their language and having a fun, engaging conversation adds a personal touch to their stay. This ability to connect with guests on a deeper level through language makes my role even more enjoyable and fulfilling.
When was the last time someone surprised you or when you surprised someone?
The last time I surprised someone was for Father’s Day. My dad and brother live on the island of Aruba, and I arranged a spa treatment and a catamaran boat ride for him and my brother. I was so jealous when they sent me the pictures! Can you imagine being on a big catamaran, having cocktails, and just enjoying life? I am confident they had a fantastic time that day.
What is something about which you can always be genuinely passionate or enthusiastic?
My first job at the age of 17 was as a hotel guest concierge in five-star hotels at the Hyatt Regency, Marriot’s, and Hilton. One of my responsibilities was recommending restaurants to guests, and as a result, restaurants often invited my team and me to dine complimentary. This experience fuelled my passion for restaurants and food, making me a true foodie!
I can truly appreciate high quality service, and I love trying new dishes as well as reviewing them. I am definitely the type who will leave a detailed review for a restaurant with pictures on Google. In fact, I think I have visited over 150 restaurants in my life!
Connect with us! What is a piece of advice you would like to share with us?
My advice is simple: no matter your age, it is never too late to start something new. Whether it is a new life, a new job, a new environment, or even moving to a new country, just go for it! Embrace the change and seize the opportunities.
