Die Perspektive der Frontlinie, die Hotels hören müssen

the Future of HospitalityDo you feel like it's different to be a host at this hotel and this hotel? Like, is there, like, a big difference or being a host is the same if it's here or there?

Nichlas Midholm EriksenOf course. Well, the two hotels I work at now is very different for each other. One has the gastronomic aspect where they have very high class restaurant where our chef has been nominated as the what what's it called? Watch and see. The kind of new talent within Denmark. So it's very different in that way that we have to complement the perfect restaurant with the hotel aspect and the hospitality in that way. While the other place is very focused on our hotel aspect, where we kind of have to make the experience exceptional for our guests even without having the restaurant to rely on. So we really have to do it in another way with connecting with our guests and kind of offering them the opportunities that we can't really do ourselves.

Nichlas Midholm EriksenSo it's been different in that way, but again, an awesome way to see how can we provide hospitality but in different aspects. Nice. Yeah. Okay. Maybe give an example of the first one, like,

the Future of Hospitalitywith a chef, because I'm hungry, because... Just because I like to know how you guys... Like, how are you being a hostel? How do you do that? What what makes it so... Can you give, like, a real time or real life example? Of

Nichlas Midholm Eriksencourse. In in our hostel, we have our 10 course menu, which we complement with a stay at our hotel. So we combine them into one. So when we have guests that come in, we kind of, as hosts, have to, have the knowledge that our high class chefs have as well. So when, really, our guests come in, they have ordered the 10 course. They are, you know, they have the knowledge about the gastronomic experience because that's what they want. Nice. So we kind of have to be up there as well. What are they getting? How are they gonna get it? What are our chefs doing and so on? Also calling out our chefs, you know, we kind of have to be the star of a great gastronomic experience, which can be terrifying in case you can't wait when you're not a chef or bigger, but but in a good way. So kind of have to start up the stay stay with really welcoming them and telling them what they're getting. Stay... Let them stay in the lobby and so on, and then getting the first snacks and such.

Nichlas Midholm EriksenNice. So, you know, when they are expecting something excellent from a 10 course menu, we have to start it up in that way. Yeah. That's a big pressure. Yeah. Yeah. Big pressure. Yeah. Yeah. And we can't really just, you know, lay it on our colleagues. We have to kind of be ready ourselves and then pull them into, you know, finish it off, so to say. Yeah. Because you're the first phase they see. Right? Yeah. Exactly. Exactly. So that... So with that, also, again, you know, with the colleagues is where you have to compliment each other, have to get them in and play them up so they're good to go. Yeah. It could be terrifying, as you said. It's a very nice word.

Nichlas Midholm EriksenBut, again, that is so exciting because we have the resource to really offer them this amazing

the Future of Hospitalityexperience in the gastronomic world. That's nice. Yeah. That... That's really nice. It's... Especially when it's a tank horse and the chef is like like you said... What was it? Must watch? Watch see? Wait and see. Wait and it's called. Yeah. Yeah. Denmark's wait and see. Yeah. Sounds sounds pretty good. Sounds really good. So now I wanted to ask you about your... Like, you're doing internship right at the moment. Right? Or did you finish it? Well, I think. Yeah. I finished it last year. But, yeah, I was interning at one of the hotels with the...

Nichlas Midholm EriksenFor hotel management, as we call it.

the Future of HospitalityAnd Yeah. Was there something that really stood out the most that you think, like, okay. This was really... Well, when you did the internship? Well,

Nichlas Midholm EriksenWill Guderia kind of said once that there is restaurant smart, you know, and corporate smart. You have to focus on the hospitality, but, of course, if the company doesn't work, there is no jobs, no hospitable service to offer. Within my internship, I had a hotel manager who really was able to balance those and excel at both where we kinda... I got to see how you can show the amazing hospitality for our guests. This, you know, excelling at every point... Touch point at the experience, but at the same time, being able to make a profitable business. I thought that was very amazing to see. People nowadays talk a lot about, you know, the triple bottom line having to excel at both profit, people, and planners. Mhmm. Yeah. I can see, you know, that in real action, which is kind of amazing because we have many companies nowadays that are, you know, profit focused, of course, which makes sense, but it's just not enough nowadays. You have to focus on, you know, the whole the whole setting for experience.

Nichlas Midholm EriksenYeah. Every cooperation. That was the most exciting thing for my internship at least. Wow. So... Being able to see that in action, because it's easy to talk about, but actually seeing someone do it and in our industry was really

the Future of HospitalitySo you're very experienced. Your manager, he he did it. He showed you how to do it.

Nichlas Midholm EriksenYeah. Exactly. Yeah. You know, I had one of those managers as well who really took you in when he would see you. You had a passion for it. He didn't just say, this is how it is, and then send you on your way. He kinda said, come sit down with me, and then we'll show you. Wow. Being able to look at all the KPIs and all the thoughts that were behind everything we did was very, very great. Yeah. That's really... Sounds really nice. Yeah. Because saying something and

the Future of Hospitalityseeing it and doing it both... Two both different ways.

Nichlas Midholm EriksenExact... Completely different. Yeah. Yeah. Really being able to, yeah, see that. Because, you know, it's easy to say stuff nowadays. We do this and we do this. Exactly. Another thing actually doing it

the Future of HospitalityYeah. Makes it even more exciting than... Yeah. But that that's maybe my my my next question, like, what did you learn by doing it that you couldn't learn at school?

Nichlas Midholm EriksenYeah. I think one thing that's especially difficult is how are we for the guests, you know. It's all in theory. We can talk about a lot of stuff. You have to be able to do everything the guest asks, but that's very different from what can we actually do, how can we, you know, kind of implement it, how can we do it. Yeah. I saw here in my internship how someone actually looked at the hospitality as a concept, as a product, a service, and then actually excelled at it both profitably and guest service active. Yeah. It was very great. I think you can't really teach a lot of the things we do in hospitality. You kind of have to outlive it in a way. You have to get the theory so you know what you're doing, but actually doing it, I think, is completely a different case. Yeah. Yes. It's so different because when you do it, it really makes

the Future of Hospitalityso different.

Nichlas Midholm EriksenYeah. I think... I I would say so. Wow. You know, we... Yeah. In school, we can talk about hospitality as, you know, a concept with nine different dimensions and sub dimensions and so on. But I don't think any host is gonna think, oh, now I'm doing two of these nine dimensions. Yeah. We kind of have to... Yeah. And also putting that into the hosts, we have to be hospitable and then, you know, learning by doing. Yeah. They also have to know what hospitable is for our hotel, and then they have to get it into their person so they can do it naturally Yeah. Instead of thinking about the theory and learning a lot in the textbooks. I think actually seeing someone having such a strong passion for hospitality and being able to see that the employees have actually gotten that passion into themselves,

the Future of Hospitalitythat is something completely different. I I think that's management on a completely other level True. In our industry. I totally agree with you. But you also said I... That's a good thing that, you know, everything has its own process. How to do stuff, how to be a host, how to be a waiter, how to be... But sometimes, I think, what what makes it difficult is that you want also to feel it because... Why you work in hospitality? Because you want to be yourself. You want to show Nicholas. You want to to feed it and sound. Maybe you can explain more about this. It's difficult to do everything as kind of a robot because you know you have the process. You have to say this and this and this. But on the other hand, you want to also feed it because otherwise, just being a a parent, to call it like that, is not really fun and not really... You know, I'm sure the guests also feel it when you act like a robot. So you want to show your personality in in hospitality. Right? Like, how how do you work with this? Like, on the one hand, you have to process. On the other hand, you want to be Nicholas and to, you know, show you your personality, I guess.

Nichlas Midholm EriksenExactly. Because you have it and you otherwise wouldn't be in the industry. But I should say as well, what it is about hospitality is the connection we get with each other. I don't think there is a one size fits all for hospitality. Like, it can't be guest one, guest two, guest three. It has to be Nicholas, and it has to be Ellen, which I, as a hostess, you know, confronting. You have to change it after each person you see because you have to know that person. What is it he wants? It's just one size fits all. It's never been that. I think that's where many people go wrong because they think they can just write down an SOP and then follow that step by step. It's never worked, what I would say, at least in our time of time of hotels. Yeah. So how do you do it? How do you make the connection

the Future of Hospitalityas a host? Oh, see,

Nichlas Midholm Eriksenthat's just one of the toughest ones. I think many people get the emotional labor that follows, you know, hospitality. Kind of you have to take so many people in. Because to make connection, I think you really have to speak with the person. I can't just see... Say, welcome to the hotel. Here's your room. Get up off with you. I don't think that's hospitality in any way. So I kind of have to, you know... We have to talk with the people, learn which person I'm speaking with, why are they here in the town, what do they like, kind of, you know, starting up a conversation. And that's what I would say, even if you're an introvert or extrovert, is one of the hardest parts because you have to do it for every guest every time, which is so hard.

Nichlas Midholm EriksenBut when you get up starting a conversation and you take a real interest in a in a guest curiosity, as my household manager says, you really get to know a person if you want to. But there you always get the small fists and, you know, the small dots you can kind of connect and then make the experience amazing. Yeah. Nice. That was very... That's a cool thing. No. It was good. You said it correctly, if you want to, because if you don't want to, it's... They will feel it. And I guess that sometimes you see a guest, you you can feel the vibe. He's smiling.

the Future of HospitalityHe has good vibes. You want to connect. You want to be curious. You want to ask some stuff. And if somebody is, you know, a bit, I don't know, angry, you can feel the vibes. Right? So I'm I'm pretty sure that you cannot do it with every... Each and every guest to be, like, 100% happy happy happy, but at least choose with with who that that also... You know, it's kind of a snowball effect. You start doing it with one, you like it, you also have good energy for the next one,

Nichlas Midholm EriksenI guess. Yeah. Exactly. Exactly. If... Completely. And, of course, there'll be those guests who know. You just... They wanna get their key, get to a room, maybe take a nap. And of course, but you have to be, you know, read that as well. Yeah. So you kind of have to get the person to know maybe just, you know, at the surface to know he... You just wanna be left alone. Fair enough. But you kinda have to know that person. You can't just assume, you know True. In a kind of way. Yeah. Yeah. Nice. But I think that's quite Yep. Because I think... How old are you in English?

Nichlas Midholm Eriksen25.

the Future of Hospitality25. You said, oh, I think I was 35. 25 is young.

Nichlas Midholm EriksenYeah. But it's... Yeah. You know, just at some point, you have to get the oof. That's good.

the Future of HospitalityBecause yesterday for the future. Yeah. It's 25. Sorry. Without the oof. Now I'm asking because I think, like, a lot of people your age, they they feel it... They find it kind of difficult to have that small talk with a with a guest. That's what I see a lot and hear a lot. That's, you know, they like their iPhones, they like their screens, they don't want to talk with a guest. They feel it's, like, kind of scary to talk with a guest about, you know, of course, how is the weather, how is Berlin, or how is Denmark. Those are basic questions, but you want to get a little bit more deeper into the conversation. Is that difficult for colleagues that you that you work with? Can you

Nichlas Midholm EriksenYeah. I think definitely it's a tendency for everyone, myself included. You know, I also find myself looking at how much time you spend on the mobile for a week and get terrified. But I think, oh, it's it's... It is difficult. It definitely is also for colleagues and myself. But I think everyone kind of craves, you know, that human connection. Maybe most people don't know it because, you know, this phone is safe and it's nice and it doesn't really ask the difficult questions. But I think whenever I really talk with a guest, someone, you know, maybe started out being rescindent or kind of keeping it back, when I've kind of talked with them and started this human connection, I think most of them actually liked it. And I think it's for young people, it's for colleagues, it's for guests, but it is difficult. I want to stay stay here and say, nah. Wrong, Ellen. Well, think it's definitely... Because, you know, we all have the phones, I think it's beginning to be the other generations as well. My grandparents got phones as well, and, you know, it's easy. It's easy. Just look at it and have something fun and change the channel. But I think that's kind of another new part of hospitality that's come these days. Kind of how can we get past the phones, the screens that's right there. True.

Nichlas Midholm EriksenAt a hotel, for example, it's not really phones, but we chose to remove the... You know, at the front desk, usually have the computers standing up. You can find the guest and everything. We actually chose to remove all the screens from our front desk. We use iPad instead because then, you know, you have face to face with the guests. Oh, nice. With the colleague. Yeah. Yeah. But that's also just a way to remove the screens which are so intoxicating.

the Future of HospitalityThat's it. It's easy to just look down, find the name, and then get them on their way. Yeah. So how do you do that with the iPad? You can also look at the iPad. Right? How does that make a difference?

Nichlas Midholm EriksenDefinitely. But, you know, I think just the smaller screen already is a big help because it's it's way more tough to look all the way down the table instead of a screen that's right in front of you. True. So with that way, we kind of, you know, can check all we need and also talk with the guests. Even better, we've got some of the new kiosks where actually there's just, you know, flat down on the table. The guests can begin putting in their name and everything, and we can stand right in front of them helping them. You know? I feel like now that you mentioned it, we are kind of on a journey to move as much of the screens as possible, the distractions from our guest host interaction. Yeah.

Nichlas Midholm EriksenBut it's a tough one, Alan. It's a... If you find if you find the perfect solution for that, I think you'll be a very popular man in our industry. Yeah.

the Future of HospitalityAnd it's a good one. I also... When I talked to another hospitality professional, he told me about the importance. He's a hospitality trainer. The importance of having eye contact with somebody when you... For example, when he checks out and you ask, how was your stay? You know, you can ask it like this, how was your stay? Like like you're reading a, you know, script. But you can also ask, like, looking him in the eyes, how was your stay? And it... It's the same question, but the impact, think, is is just different.

Nichlas Midholm EriksenDefinitely. A world difference. As you said before, know, kind of how can we... These procedures that make us robots. If someone's looking down at the screen, I would feel better, you know. He's just saying it because he needs to. Exactly. Someone looks me in the eye kind of smile, you know, it's because he kind of cares. I was... How was my stay? Is this something I can do better? Yeah. So that's definitely a way you can see that the difference between procedures and actually caring about

the Future of Hospitalitya person, a guest, a colleague, whatever you'd call it. Yeah. It makes it just different. Yeah. Run a language. Nice. Yeah. Totally agree with it. And if we... Of course, you are now guest facing as a host. I'm sure that a lot of general managers, they also started as a host or something, you know, guest facing. Everybody started from the bottom. But do you think... Is there something that that, like, general managers nowadays kind of underestimate or might not realize what is happening at, you know, for example, being a host? Is there something that you think they might not... Or maybe they forgot or maybe they might not realize how difficult it is or how... I don't know. Something. Yeah.

Nichlas Midholm EriksenOf course. I think I mentioned it before the emotional labor because right now we're talking about as well, it's easy. We just have to connect with the guests. We just have to look them in the eye. We just have to smile. You know, but it's difficult. A full day, you have to, you know, kind of put yourself out there emotionally. You have to try to get to know a person all the time. I think that's a thing that's kind of hard to imagine for a general manager because, as you say, they have a lot of other responsibilities. They have to be on the top. But being able to say at the top just... You just have to smile every day, you just have to be happy and so on, but it's hard because there's all work. Also, you know, when you put yourself out there, you get rejected by the guest because as you said, they wanna get to the room, they want to relax.

Nichlas Midholm EriksenThat's kind of one occasion of the day. Then you also have the angry guest who had a bad experience. You also have to take that kind of thing on you because they can't just get the hotel, the walls. It's always the host or some of the front front office personnel they have to take it out on. And all of that, you know, kind of weighs on front office personnel in the end. I think that's something that's... It's easy to forget that very quickly because you have to, you know, as we said about before, the business has to work and that requires heavy guests. But it kind of... It takes a Yeah. It's easy to forget. In front of office personnel,

the Future of Hospitalitynaturally. And... Yeah. It is easy forget, and I think it's inevitable in a way. So it's also difficult to account for, but it's something that True. True. True. That's a that's a really good one. And if you now look at the future, we talked a little bit about, you know, less screens, making more the connection. But how do you as a host, like, how do you see the the future of hospitality? Like, what do you think will be the next, like, in two years? How will hospitality look like?

Nichlas Midholm EriksenYeah. It's another old farm. It sounds kind of like a paradox. Yeah. It's a tough one, but you you have designed those like this, Alan. It's it's always nice. Yeah. I think we've all talked about we have to do more with less. And I think it's the same for the future, you know. It's technology coming in and not really replacing anyone, but helping us be better because there'll be less of us because of labor shortage and so on. But the guest was also... They want more. They can kind of demand more because there's more experiences out there and, you know, it's easy to get to.

Nichlas Midholm EriksenSo I think in two years, oh, what could it be? That's a difficult one. But already now, I'm seeing technology kind of help us. Our PMS system is where we can see, you know, the data of our guests and the different notes, what's his favorite drink, what does Adam like to sleep, what's his favorite room, you know. All these small details even before you arrive, we can kind of accommodate them. So this relation I want to make with you is... It's kind of easier because I can prepare

the Future of Hospitalityin So it makes it easier to to make that small talk because you have some data. You know? For example, he likes this soccer club or, I don't know, he likes this... Drink this or that. And it's easy to have a small talk then instead of just, I don't know, just a name and that's it.

Nichlas Midholm EriksenExactly. Yeah. If I can already see, you know, where we have the same interest, let's say it's football. You know? If I can start out kind of going to what that theme, you and my connection will be much faster to make. It'll be that much nicer. And after that, of course, we can make a more personal one and, you know, make it more above and beyond. But just having that start point instead of all the, you know, pickering and small stuff in the start, it makes it easier. Because we have that no matter what, I don't think technology can kind of take that part over, the connection part. But helping me make that with you, I think, would be a great way for technology. Let's imagine. So tech will help people to make it a more people industry, like to make it even easier to connect with your guests because that's what luxury hotels, for example, that that's what they want, of course.

Nichlas Midholm EriksenOf course. Yeah. Artificial

the Future of Hospitalityintelligence and human intelligence, I heard That's a great way. That's a great way to put it.

Nichlas Midholm EriksenIt really... Yeah. Yeah. Because they have to be each other. Otherwise, you know, we can't do what we need to do without the technology and, you know, the guest can get the experience they want and the huge True. Yeah. I totally agree.

the Future of HospitalityAnd Yeah. If we talk a little bit about leadership, because, you know, you're young. You said, oof, 25, but 25 is young. Even 35 is young, what's the pay? 25 is young. The role of leadership, like you already gave, like an example, that you had a great general manager or a manager that took you and showed you everything. Like, how important do you think it is to have, like, leadership, the impact on junior stuff, like, on internship, interns, those kind of... How important is it? Do you think on those people? Because I think a lot of, you know, if we can say like this, the money isn't like wow in hospitality. There are like other industries like tech, SaaS, whatever. The money is even better.

the Future of HospitalitySo you work for a hospitality for a reason, but you can also come in, see that you don't like it, the money is not nice, the leadership is not nice, you leave hospitality, and that's it. Definitely. So how how can you give, like, some some tips for... Not really tips, but, you know, things that you really like that the general managers or managers did with you and also that your colleagues really liked and maybe even some stuff that could be done better?

Nichlas Midholm EriksenOf course. Yeah. I totally agree with you that I think leadership and management is one of the most important things within our industry because they're kind of the, you know, face outbursts and the ones who take them in. I think some of the most important things for leadership is kind of, you know, knowing what they're doing because my philosophy as a leader, per se, it's me, it'll always have an impact on especially the junior staff and maybe the first time people who come into our industry. The kind of philosophy I have for hospitality and work life and everything else is coming that will rip up. It'll, you know, it'll take a a spot in my heart as well as junior staff. So I think what I've seen when I've seen some of the leaders really have a passion for what they do, even if the salary isn't the best or whatever it would be, when they have that passion that can kind of put out a... I can kind of get on myself some of the most amazing thing... Stuff.

Nichlas Midholm EriksenAnd the other way around, if I can feel that a leader is there not for the right reasons, not for the guests, not for hospitality, not for me as an employee, I'll feel that as well. I kind of... You kind of have to embody whatever you want to transfer for junior employees. I think that's very important. I've also seen that, you know, taking... What's it called? Leading by example. Yeah. When we've had a full occupancy at our rooms, everything is fully booked and maybe everyone's leaving and someone new is coming in. I've seen some of my... The top staff, top management going around the rooms and helping housekeeping.

Nichlas Midholm EriksenYou know, taking off the the... Yeah. Off the duvets and the pillows and so on, doing whatever they could do. I think that's part of... Been some of the most amazing times I've seen leadership because, you know, the hardest jobs, then going up that they have all the other stuff they need to do, but still taking the time to do this little stuff. It really inspires everyone around them. It kind of shows that you're there for sure. Yeah. Exactly. Yeah. Not just... Yeah. Exactly. The waiters, the chefs, everything that sees it. The host manager, general manager who has a full day is going up to the rooms and just doing these small things for our housekeeping.

Nichlas Midholm EriksenIt's really inspired many. I think that's been some of the best days for us even though it's been the toughest, you know. He's running around and everything, but still, we're taking that small action. Yeah. That's been amazing. Yeah. Nice. Some things you cannot fake. You cannot fake being real hospitable,

the Future of Hospitalityand that's what your manager did. Like, you you really can't, not just because of the numbers, but because of who he is. And I like the part that you said, like, I think that a lot of people that want to work in hospitality, they are kind of emotional people. They have like a... They want to feel stuff, and whenever you feel that something is fake, like you said, then you feel it. And if something is real, then it inspires you to keep on going. So the emotional part is not only for the guests important, but especially for the staff. Because when you do that with your staff, they can also do that with their guests.

Nichlas Midholm EriksenDefinitely. Totally correct. Yeah. Really, the hospitality always starts at, you know, recruiting. When you see see someone that has that quality you need, emotional as you call it, or really the hospitable spirit is what I think Danny Meyer said. I think that's... It already starts there. You have to get the right people who really understands this and who you can really Nice, Nicholas.

the Future of HospitalityYeah. We're we're almost out of time. Is there anything else that you think, like, okay, I I must share this? It can be a story. It can be even another oof. Whatever you want, you can share it. Whatever like.

Nichlas Midholm EriksenWhatever you like. I think the amazing part of our industry is, you know, seeing what we can do for people. I've had some of the guests who, you know, start out with a bad experience and somewhat... Somehow when we've been creative and really focused, being able to see how we can actually take that bad experience to a totally another level, that's been some of the most amazing times for me in this industry. As only 25 years old, which I hope I'll see even more of, you know. But being able to see how we can actually change in this Well because of our own creativity. Can you give an example of what you did, like, with one of those guests?

Nichlas Midholm EriksenYeah. Of course. Well, we had sort of our our guests who... The room wasn't exactly how they expected. And of course, that's a side experience. It's something hard to, you know, kind of do anything about, but it's there. So I've had some of those guests and... Oh, actually, just recently, where they came for the morning buffet, you know, too late. The... It was... It had all been removed and everything. But they came, of course, they were all in a bad mood and kind of sad about this. So my waiter and our chef and me kind of talked, of course, we had to do something. So we began to set them down and made their own, you know, mini buffet. We found all the delicious stuff we had. They made some extra cake and something out in the out of the kitchen and we kind of, know, serve this for the guests. And it was two parents and two kids and the amazing reaction from, you know, something which they actually only paid for the morning buffet, but because we did something extra for them, kind of serving it, it was amazing.

Nichlas Midholm EriksenThe kids want some hot cocoa. Of course, we made that. Cappuccino, oh, you'll get two. You know, these... You kind of start down low, but actually being able to do something in some way. And

the Future of Hospitalityour team just working together, being able to make that, that's amazing. It was... It's a fun... It's a... That that really sounds like an amazing story, indeed. And I I think now what you inspired me that sounds maybe a little bit weird, but sometimes you need to fuck up to make it the best guest experience because when shit happens, you can show that you really care. But because if if everything is obvious and, you know, it goes to the brand, everything works, everything is nice, then he didn't really see you take the extra mile. But whenever something happens, then you can really show that you really care, that you are really there for them. So I really like that part to, you know Yeah.

Nichlas Midholm EriksenTotally. Exactly. And... Yeah. See, you... Of course, you get it in the industry and everything. Yeah. Yeah. But it's... Yeah. It really is fun. It's... Sometimes, you know, it's better to get an angry guest because we can go over and beyond. Happy guest, of course, they'll... They have the happy experience that goes all the way, but being able to go down and then going way above, yeah. That really is the Nice, Nicholas. Love this one. Yeah.

the Future of HospitalitySo I think we're out of time here. I I really like your stories and your energy because that's something that I can feel. Like you said, you cannot fake it, so you didn't fake it. So thanks again for your time, Nicholas.