Leadership Interview Series: Wouter van Hest

Tell us a little about yourself and your business.

I am a result driven, with a strong eye for detail and over 25 years experience in hospitality. I like to get things done in a fast-moving business. I am creator of new guest experiences and leading my teams based on experience and knowledge from different departments. (Hsk-Fb-Maintenance & FO) Proven track record of increasing Adr, Ai and non Ai revenue, designed, build and opened new Fb outlets, rooms and guest areas.  High-end Caribbean boutique resort experience in front and the back of the house incl Fb. Strong operational/engineering back ground, outside that I spend my child hood in the Caribbean and since the last 12 years back in the Caribbean together with my wife and 2 boys, and have a passion for wood work.

What initially inspired you or sparked your interest in pursuing this career?

The love of getting things done in a fast-moving business, creating facility’s not only for yours guests or end users but also for your direct colleagues.

What motivates you in your work and what do you find most fulfilling about being a business leader? 

Getting feedback, this can also be negative feedback, so me and my team can learn from it, what did we missed, didn’t, we understood the customers feedback well ? Also the end result of the team work, in the current hotel business this can be a guest review or a mention on tripadvisor, or some times no mention which means no complaints on our operational end, which means we did well !?

What do you see as the biggest challenges currently facing the landscape where you are and how should/will a business like yours respond? 

I think working in the Caribbean for the outside world looks great, not realizing it comes with a lot of daily challenges, especially on these small islands, where resources are limited, simple items as making sure every day we have water and electric on side. Limitations with suppliers, items not a viable, it requires a good planning, having connections, and you need to be on the ball, you don,t want the front of the house- the guest experience – suffer from this situation, those guest looking forward to a long time holiday should not be effected by our challenges.

How do you stay updated on industry trends, customer expectations, and regulatory changes?

Keep in contact with other hotels, do a lot of guest surveys, and asked them straight what we could do better, where the guest let you know where we have missed it, only then you will get a really answer and often this comes with good feedback and suggestions, when I speak to guest I hear that they loved the Island, the hotel and the beaches, I always asked them what they missed and what they would have as a suggestion, those answers are the golden feedback, outside that make sure you are in network groups, not only on Island but outside in the bigger world

Where do you think the most promising investments should be focused on and/or made on?

For sure you have to keep an eye on return of investment from the owners point of view, but creating a memory which last is perfect, simple items don’t cost money. Make sure all your staff knows the guest name before arrival, ask them in advanve...what do they drink, what type of flowers the love etc, so you can make sure you are on the ball once they arrive. The personal touch is the lasting memory, this comes with personal service and attention.

What skills or mindsets do you think will be most important for the next generation of hospitality leaders?

In the Caribbean make sure you invest in training on language, as Spanish is taking over more an more this could be value for the next generation, also train your staff, let them work a few days in every department, to often you see that unawareness of what your collegea is doing leading to miscommunication which can be easily avoid, knowing the front and the back of the house is so important

What is or are your biggest career achievement(s)?

Bring hotels to a higher TA rating, increasing ADR and revenue, and getting better feedback, on the team side is binding teams together, get work done, create a better team spirit, from my experience this will only work when you are with the team, which means often on the floor, operations does not run from behind a laptop, know what is going on, where the issues are and you have to lead by example

What’s the most important leadership lesson you’ve learned?

Don’t go with the hear and say, and before you speak ask your self, is it true, is it necessary? and always stay calm, trust on your own instinct. 

Are you expecting consumer expectations to shift this year?

For the small boutique hotels we run I don,t think there will be no major shifting, guest love to come down find rest njoy there room and private pool and love to be disconnected from the world, for the Island we see some bigger “brands” coming over, which will bring more tourism, I do think that for every type of resort in Antigua there is a market, although the Island is focused on the higher end customer you see more Air B&B coming who also makes is more excisable for customers with a smaller budget.

How do you balance the demands of commercial performance with staff well-being, retention, and culture building?

Training is essential, finding good people is one but keeping them is more a challenge, it is not always about the money, but also about giving them responsibility’s let them create owner ship, make sure you take care of them, if your staff is happy, your customer will be happy and most likely return or spread the word about your business.

Looking back, what has been the most pivotal moment in your career, a turning point that shaped how you lead today?

Make sure you speak up, bring your opinion, is does not matter weather it is the CEO or the Vice President, keep asking questions, there is so much value and knowledge in the teams you work with which is and was crucial also for my own development.   Also leaving the Netherlands years ago was a good step moving forward, although the comments at that time where not all positive, why would you leave, etc etc, you need to step out of your comfort zone, step in new adventures, it might be scary but it brings so much more in life, life comes with taking risks.

Who or what has had a major influence on your approach to leadership?

I always tell my teams use TIP.. Thinking In Problems, or Thinking In Possibility’s. Same letters different approach, always look what is possible, don’t get demotivated about the problems, they are already there, try to solve them, that will give you energy.

What advice would you give emerging leaders who want to shape the future of hospitality?

Don,t be afraid to make mistakes, you need to fail, only then you will learn from it, it sounds simple but it is how it works.

Also I try to stay away from negative people, they drain the energy out of you and waste your time, and at the end they don’t come with solutions or ideas.