The
5 Star
Experience

Our 5 Star vision

From the very beginning, D&B has been inspired by the 5-star hotel industry. Not so much by its gloss or image, but rather by its association with care, positive surprise, and exceeding expectations. Note: it's a term that shouldn't be used lightly to maintain its value.

As Hospitality Trainers, we understand that the definition of a 5-star experience varies from person to person. It also depends on what you're used to and what impresses you. That's why we reset everyone's expectations and build the D&B 5-Star Experience on that basis. And that's just one example. The essence is that you consciously ask yourself in everything: what impact do my actions have on someone, and what can I do even better?

Claudine Moonen and Claudia Biswana

Hospitality coaches

D&B The Facility Group

Claudine & Claudia

The Golden Rules

The 5-Star Experience isn't about who can provide the most expensive service. It's also not about who has the best people or who follows protocols the most rigorously. The whole package has to be perfect, and to achieve that, we apply a few golden rules:

No second chance for a
first impression

You can have so many things perfectly in order and still make a mistake in the customer journey. It's unfair, but it's precisely that first, and that one, negative impression that lingers the longest. There's only one way to prevent this, and that's by being (and continuing to be) very aware of your surroundings. Failing to recognize imperfections is a constant danger. Go through the entire journey every day as if you were seeing through the eyes of the guest.

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Always make the
first move

In other words: You snooze, you loose. Someone walks into reception? Catch their eye and nod politely. Often, that's enough. Someone fumbling with packages? Offer a helping hand. It's not that difficult. You just have to see it, feel it, and act immediately. How? By being mindful of your surroundings. That's why we teach our people that the environment, with all its aspects, is their domain.

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Be
EPIC

D&B's core values are Energy, Pure, Inspire, and Connect. These character traits serve as the basis for selection, assessment, and management. To illustrate, consider this example: someone who is "pure" comes across as genuinely interested in the guest. This is incredibly important for the guest experience. It makes them feel seen and valued.

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The Roberto Payer
Masterclass

If you're involved in hospitality at all, you can't ignore Roberto Payer. For over 50 years, he was the brain behind the 5-star Hilton Amsterdam and the Waldorf Astoria Amsterdam. Well, we think you've got it. That's why we're proud of our partnership with him. Within this partnership, he helps keep our hospitality compass pointed towards the stars and trains our operational staff on how they can make a difference with typically 'simple' tools.

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During my first conversations with Roberto Payer, he told me an anecdote. It was about a girl who was flying with her parents for the first time. Upon boarding, she received a stuffed animal, attention, and a coloring book. That made a huge impression, and the first trip was very special. Now the girl is all grown up. When she flies, she's asked to go to her seat quickly and told that her tray table needs to be folded up for takeoff. The message? The experience is in the details. In the attention. A kind gesture. And you should never stop doing that.

Jan-Willem de Bruijn

CEO

D&B The Facility Group