Behind the scenes at Front Office

During the Hotel Management program you learn a lot of theory, but how does it really work in practice? Front Office Supervisor Nash Eshuis shares how theory and practice reinforce each other.

Hostmanship and teamwork

One of the most important concepts Nash applies is Hostmanship: The art of making people feel welcome. Creating WOW-moments for guests is something he does by listening carefully and observing. “If someone comes in with a lot of bags, I ask if they had a good time shopping. If they’ve had a long journey, I offer them a cup of coffee or tea.” Small gestures make a big difference and ensure that guests feel seen and truly welcome.

Teamwork turned out to be more essential than expected. “In class we worked in small groups with people you didn’t always know. That seemed like an exercise, but in practice it’s crucial: you have to adapt quickly and respond to others.” Skills such as guest interaction, check-in and check-out, managing colleagues and delegating tasks return every day. Communication between the front office and the restaurant can be challenging. “Better communication starts with yourself: if we set the right example, others will follow more easily.”

Motivating colleagues is another focus. Nash does this by giving personal attention; asking how they are, showing genuine interest and by sharing his own energy. Enthusiastic and cheerful, he tries to pass that attitude on to the team. When he doesn’t immediately know the right approach, for example when a guest raises a concern, Nash believes it’s important to be open to all ideas. It doesn’t matter whether they come from a first-year student or a manager: all input is welcome. As Jonnie de Boer put it: “If the dishwasher has a better idea than the chef, we’ll use the dishwasher’s idea.”

Reflection and growth

A true aha moment came after a full day in the front office: the work is much broader and more fulfilling than just checking guests in and out. Hostmanship turned out to be less of a procedure and more of a feeling: attention, timing and reading the guest. Feedback also became a learning point. “In my first week as supervisor I gave negative comments during a debriefing, without paying enough attention to body language and tone. Looking back, I would do that differently: more constructive and more mindful.”

His advice to fellow students: choose a department that’s new to you. Outside your comfort zone you learn the most. Leading people for the first time was challenging, but it taught him how to pass on not only knowledge but also a sense of hospitality. And don’t take theory too heavily: practice will surprise you, but a solid foundation helps you build.