In this insightful interview, Diplomat Magazine sits down with Marcel Menzo, Sales Manager of the historic Grand Hotel Amrâth Kurhaus in Scheveningen. With a unique background in sports marketing and extensive international experience, Menzo shares how his career transition has shaped his approach to hospitality and diplomacy.
Menzo brings a fresh perspective to the hospitality industry, focusing on delivering exceptional service to the hotel’s diverse clientele. In this conversation, we explore the unique advantages the Kurhaus offers to diplomatic missions, the ongoing renovations enhancing its allure, and how Menzo’s management style aligns with the needs of diplomatic guests.
DM- You made a remarkable career switch from sports management to hotel management. How have your experiences in the sports industry influenced your approach as Sales Manager at the Grand Hotel Amrâth Kurhaus?
The switch is not exactly from sports management to hotel management, but rather from being the owner of a sports marketing agency to becoming the Manager of Sales in the hospitality industry. Through extensive travel for my own business, I gained insights into what hospitality entails and learned about the differences in customs and approaches across various countries and cultures.
Sales has been the common thread throughout my career, and it was this aspect of the position that attracted me the most. With over 20 years of experience in sales, I was eager to take on the challenge of achieving the sales targets for the Kurhaus. I believe the connecting factor between sports and hospitality is dealing with people and working together as a team to reach a successful outcome. This has enabled me to execute my role on five different levels.
DM- The Kurhaus is known for its rich history and elegant atmosphere. How do you balance preserving this charm while integrating modern amenities for diplomatic guests??
It is essential to understand the needs and desires of our diplomatic guests. In my opinion, their focus is more on personal attention than on modern facilities. From this perspective, we work hard on training our staff. However, we are not stagnant when it comes to facilities either. The integration of modern elements mainly happens in the background, such as the installation of LED lighting, heat pumps, and similar upgrades.
The Kurhaus has also achieved the Green Key Gold certification in this regard. While these modern amenities may not be visible in the rooms, they directly contribute to meeting the expectations of the modern traveler, including diplomatic missions. Our primary focus remains on the guest experience, both in the rooms and throughout the hotel. I personally welcome every diplomatic delegation, which sets the tone from the start.
DM- What sets the Kurhaus apart for embassies looking for event venues? How do you cater to the specific needs of diplomatic missions?
It’s the combination of the large square footage, which is unparalleled in the area, and our personal service. The grandeur and history of the hotel are reflected in every room. This allows us to cater to any request, from intimate private dinners in the Spiegelzaal to stately gatherings in the former ballroom.
The iconic Kurzaal is a true showpiece of the hotel, where many wonderful events have taken place (such as national days) and where many more will take place in the future. Since the Kurhaus is located by the sea, it offers guests who work daily in the center of The Hague a perfect opportunity to escape from their business activities for a while. With the sea as a backdrop, the boulevard as a relaxing walk, and a magnificent sunset, after a night at the Kurhaus, you can start the next workday feeling refreshed.
DM- What do you find most rewarding about working with diplomatic clients? How do their needs and expectations differ from other guests, and how do you ensure their experience at the Kurhaus exceeds these expectations?
The most rewarding aspect of working with diplomatic clients is the trust and loyalty you build, which grows over time. As mentioned earlier, I can easily empathize with different cultures and customs, allowing me to quickly establish rapport and create an environment where diplomatic guests feel comfortable. Every guest is equal to me and receives the same treatment.
This is, however, where we differ from our other guests. We treat every corporate guest as a VIP, but embassies often require a different approach and will always be handled by me personally as their unique point of contact. The experience that we, from the General Manager to all operational staff, provide will hopefully enable us to welcome more delegations in the future and grow into the ambassador hotel of the region.
