“Happy Guests make my Day,” says Kenneth Willemoes
Kenneth Willemoes began his career in hospitality at Avenue Hotel in 2008. After graduating from Copenhagen Business School in 2010 he now works at the luxury hotel, The Address Downtown Dubai, in Dubai.
Kenneth Willemoes shares his thoughts on exceeding your guests’ expectations, what he has learned from the hospitality industry, and why he loves happy guests.
“We aim to exceed our Guests’ Expectations”
“We aim to provide memorable lifestyle experiences and to exceed our guests’ expectations,” Kenneth Willmoes explains about his job as Guest Engagement Agent at the five star hotel, The Address Downtown Dubai, in Dubai.
Kenneth Willmoes began his career in the hospitality industry as a night porter and bartender at Avenue Hotel in 2008 but at The Address manning the front office includes even more sophisticated and personalized tasks.
“The job is about taking responsibility and ownership regarding the guest,” Kenneth Willemoes elaborates.
“We collect preferences and make personal notes about the guests to be able to make them feel recognized and special. We each have five to ten ‘fully engaged guests’, who upon arrival request a particular person to assist them.”
Think Fast, and present a Qualified Solution
“My job is all about guest engagement, guest interaction and problem solving,” says Kenneth Willemoes.
“I have learned to interact with all kinds of guests and to work in a multicultural environment with more than 27 nationalities; needless to say my English skills have improved tremendously.”
He reflects: “However, I think the most important quality I take with me is to handle stressful situations: to stay calm, think fast and present a qualified solution to the challenge facing me.”
The Passion for working in Hospitality
“Happy Guests!” exclaims Kenneth Willmoes.
“They are the simple reason that I am fascinated by the hospitality industry.”
He elaborates: “Whether the guest is staying in a hotel for business or leisure it is their ‘special time’ to relax and enjoy. You can face a day full of challenges but if you interact with a guest, who really appreciates your assistance, at the end of the day that will be the only thing you remember.”
“I started working at Avenue Hotel in 2008 knowing nothing about hospitality. What made the difference for me, was Mai Kappenberger, the General Manager at Avenue Hotel. She gave me free reins and supported me, when I started the concept ‘Cocktail Tastings’. Through her I found my passion for working in hospitality.”
He finishes: “Mai Kappenberger made me realize that my work was not only about the money I earned; it was about making my guests happy and then being able to enjoy their happiness.”
More about Kenneth Willemoes
Kenneth Willemoes was voted Employee of the Month in May (not bad considering they have more than 500 employees!) at Address Downtown Dubai, and will continue working there till the end of June, after which he will be travelling in the region. He will join the Housekeeping Management Team at First Hotel Sankt Petri in Copenhagen from 1 August, where he aims to develop personally as well as professionally and gain further management experience.
You can find more information about Kenneth Willmoes at LinkedIn.com or meet new, aspiring talents in the hospitality industry at Avenue Hotel.