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Remco Groenhuijzen on Mövenpick’s ‘Heartists’ Approach to Hospitality

The hospitality industry is all about experiences, and under the leadership of General Manager Remco Groenhuijzen, Mövenpick Amsterdam exemplifies this mission by combining passion and precision to deliver exceptional guest experiences.

Central to their strategy is the ‘Heartists’ approach, which encourages staff to embrace the art of hospitality and make each guest feel genuinely cared for.

But how do they ensure this standard is upheld across their property?

In this blog, we’ll explore the details behind Mövenpick’s innovative quality control strategies—from employing mystery guests who evaluate every touchpoint to gathering and analyzing guest feedback.

Together, these elements highlight Mövenpick’s dedication to continuous improvement and authentic service.

Remco Groenhuijzen explains the ‘Heartists’ approach at Mövenpick Amsterdam

The ‘Heartists’ concept at Mövenpick comes directly from Accor’s unique culture, where heart meets artistry to deliver unparalleled guest experiences.

Being a ‘Heartist’ means infusing every moment with genuine care, passion, and creativity.

Accor’s belief is that hospitality is more than just providing services—it’s about building connections, sparking emotion, and making each guest feel special.

Mövenpick’s staff are encouraged to bring their own unique personalities to every interaction, transforming routine services into heartfelt moments.

The ‘Heartists’ approach not only makes guests feel welcomed but also nurtures a work culture where team members are inspired to share their passion and creativity, ensuring that each stay is distinctively memorable.

Mövenpick’s Quality Control: Mystery Guests and Feedback

Remco Groenhuijzen explains that quality control at Mövenpick goes beyond traditional standards—it involves continuous improvement through direct guest interaction and anonymous assessments. Mövenpick employs mystery guests to thoroughly evaluate service, facilities, and overall guest experience without bias.

Mystery guests play an important role in ensuring all aspects of the hotel’s operations—from check-in to dining services—meet Mövenpick’s standards. This is complemented by Mövenpick’s approach to guest reviews on popular travel sites and social media.

All feedback is reviewed, categorized, and acted upon, ensuring that even the smallest details are addressed to enhance guest satisfaction.

Mövenpick’s commitment to quality control not only keeps service levels high but also ensures the warmth of the ‘Heartists’ approach reaches every guest.

 

A Commitment to Excellence Led by Visionary Leadership

Mövenpick’s approach to hospitality is a testament to balancing high-quality standards with genuine human connection.

General Manager Remco Groenhuijzen leads the Mövenpick Amsterdam team with a focus on heartfelt service, embodied in the ‘Heartists’ philosophy, which ensures each guest feels valued and welcomed.

By combining this philosophy with a structured feedback system that includes mystery guests and online reviews, Mövenpick continually raises the bar for hospitality.

This commitment to blending human touch with operational excellence, under Remco’s guidance, truly sets Mövenpick apart, ensuring every guest’s experience is as meaningful as it is memorable.