Hotel guests through the eyes of one of Holland’s top boutique hotel’s General Manager, Sione Gotte
We interviewed Sione Gotte, General Manager from Derlon Hotel Maastricht this week as part of our effort to bring you interesting insights about the hospitality industry. In this interview, you will find a set of curious and exciting facts about the hotel industry and insights on guests behavior and demands. Hope you enjoy the interview and please leave your comments below.
The Derlon Hotel Maastricht is located on the Onze Lieve Vrouweplein. Its name is an homage to the French chef cook Louis Desiré Derlon (1827-1902). It’s well located close to shops and boutiques in the famous Stokstraat.
What are your guests top inquiries? Mention the locations and describe a bit about them and why you think they like them. In the city, what are your guests most visited places?
A number of different invasions over the years have contributed greatly to the Maastricht of today, creating a distinctive pan-European character, strongly reflected in its restaurants and their many flavors. The historic city Centre provides a fantastic backdrop to the ultimate shopping experience. And if that’s not enough, we are happy to guide them around the hotspots in the other parts of the city.
What is the demographics? Are they families, group-parties, bachelors, younger or older? What challenges does each group present? Does your hotel/hostel offer any services to these demographics? If so what are they?
The demographics are Leisure individual, Leisure groups, Corporate guests, Meeting, Incentives, and events (including or excluding rooms). An example for our services to Meeting, Incentives, and Events is our partnership with locations in our area, like the Bonbonnière (old Theater), Mercedes Theater or Rebelle. Whatever they need, we’ll do our best to provide it.
What are the weirdest requests that you have received from a guest? Please share a bit about the story and how it developed.
The weirdest request I have received was to place a Jacuzzi on our rooftop terrace (Suite). We can be pretty simple about service, so we managed! We called a firm around Eindhoven, send someone over and arranged a Jacuzzi (inflatable, incl. water 600kg.) for our VIP guest.
What security measures does your hotel/hostel have in place? Have there been any security breaches in your hotel/hostel? If so how did you react, and how have you improved?
We have a robbery button behind our reception desk. There were no security breaches in our hotel. During the carnival, there were suitcases stolen from our guests in our hotel lobby. We were totally overwhelmed. We’re now immediately (within a minute / not within 10 minutes) bring the luggage to a closed room.
Do you offer meals for guests with dietary requirements? (such as kosher, vegan, gluten-free or any other allergies). When notified of food allergies do you offer a separate menu? How do you train your staff to handle different food requests?
We do. We have a qualitative good kitchen, flexible, with graduated employees. No need to train our employees for dietary requirements.
What type of food is most requested by your guests and how have you adapted to satisfy this type of food?
Healthy, Classic and Local. We adapted local suppliers like deli fresh, pasta pura etc.
Exercising is a global trend. How important do you believe it is for your guests having a gym in your hotel? Have you had a guest request the gym? What are some activities you offer for health enthusiasts?
My experience is that not many guests use a gym in a hotel. The request we’ve frequent got is how and where they can go for a run (5 km). Mostly early morning. Only pilots make use a nearby gym/fitness.
Do you offer any healthcare, beauty products and/or toiletries in the rooms? How important do you consider them?
We do, it’s is still very important. We have the whole line of Omnisens (most comprehensive line of in guest supplies/beauty products).
What are your busiest seasons? How do you prepare for them?
March, June, July, December. It’s not a season, mostly determined by events in Maastricht like the TEFAF, Andre Rieu Concerts, Magisch Maastricht etc.
What makes your hotel/hotel the best option for your guests? Why should your guests choose you?
Location and Service
If you had an extra 1 million dollars in your budget, what would you spend it on and why?
A fourth-floor 🙂 (more rooms). Renovate but also innovate our product.
What’s promotional channel works best for you? What others have you explored?
OTA’S (if this is a “promotional” channel). Our own database! Newsletters, Social Media, Bloggers etc.
Which booking site do you prefer working with and what are the features that make them your favorite?
I do not prefer and there are no features that make them my favorite, but Booking.Com is the strongest booking site for the Hospitality Industry.
Which website are you most interested in getting reviews from, and why is it better VS others?
From our own supplier via Frankly View. All our guests are getting an email a day after their stay at Derlon. It’s personal and easy and it has Derlon’s identity.
Welcoming guests since 1870!