House of Hospitality takes off at Rotterdam The Hague Airport (RTHA)

20 October, 2017
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Last week a delegation of members of the workgroup House of Hospitality and guest, together with the Chair Team City Hospitality, Jan Huizing, Karoline Wiegerink and Student Assistant Karlijn van der Drift travelled to a ‘Kijkje in de Keuken’ at RTHA.

After a hospitable welcome by the airport,  Karoline started off with a quick introduction round, opening the floor for the presenters of the evening: Desiree Breedveld, Marketing Manager Rotterdam The Hague Airport, Saskia Coenders, Customer Experience Manager and Jill Verhoeven, Research. They showcased how RTHA successfully implements a hospitality training and support programme (My Certified Smile) for all personnel and partners, which has been designed in close collaboration with Hotelschool The Hague, aiming for first class passenger experience. And it shows off: Since the introduction of this holistic programme the Net Promoter Score increased from 29 to almost 50 in the last three years!

Since the actual experience of the customer journey is much more fun than a thousand examples, one of the ground floor stewardesses invited us to join her from the security check to the tax free shopping area and the gate, where a bus driver was waiting for us. As the Transavia flight to Rome was about to leave, we had the unique experience to follow the airplane over the taxiway and the actual runway when the airplane had taken off. While the ground stewardess continued telling her amazing stories and jokes, the astonishing view over the airport with the colourful lights in the dark left everyone amazed.

After the closing drink and group picture, the attendees left and thanked the hostesses of the evening and especially Ms Wiegerink. We may be proud of another successful Kijkje in de Keuken!

Do you want more information about the RTHA Hospitality Programme, House of Hospitality or other City Hospitality related issues ? Please contact or

About the author

Research Centre

In 2010 Hotelschool The Hague has founded a university-wide Research Centre. This centre encourages interdisciplinary research with a strong practice-oriented focus, and (inter)national collaborative dimensions. The Research Centre of the hotel school is anticipated to become a major driver of the integration of programmed research, innovations in industry practice, and the educational programme.

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