Who: Sam Hilkens
What: Director of Operations
What does your function as Director of Operations entail?
As the Director of Operations, I oversee the departments of food and beverage, housekeeping, front office, and maintenance. My role also involves conceptualizing and actively participating in new projects aimed at improving both quality and service throughout the hotel.
What inspires you most in your role at The Dylan Amsterdam?
I am constantly inspired by the passionate people I work with, the rich heritage of our historic building, and the trust and freedom granted to innovate and further develop the hotel experience.
What’s the most important lesson you have learned about service and quality?
Service is ultimately about perception—it’s not just what and how you deliver but mostly how guests interpret and receive it. The same gesture can have different meanings for different people. However, going the extra mile with care and passion will usually be positively noticed and received. Concerning quality, I think you should strive for the best solution, even if it takes time. It always outweighs opting for a quick fix. I hope guests see the effort spend on finding the right materials, design, produce and the craft it takes to come to a good end product.
How do you motivate and support your team to deliver the highest standards of hospitality every day?
I try to be approachable and supportive for any questions while encouraging the team to prioritize the right decisions over the easy ones. By building strong pillars within the team, I try to build a foundation of hospitality while thinking about our team members as our future successors.
What is your favorite spot within The Dylan, and why?
Probably the lounge, although there are several other contenders. All guests pass through it and most sit in it. Whether they are waiting for a taxi, enjoying coffee or cocktails, having an aperitif before dining at one of our restaurants, or simply reading a book. A nice mix of all guests that visit our hotel and next to that the space is beautiful.
What is your favorite thing to do on a day off?
I love spending time with my kids and girlfriend. Additionally, going out for dinner and drinks with friends is something I greatly enjoy, taking up most of my free time.
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