The Hotelier Edit: Gerdi Snoeijer, Hotel Manager at Hotel Mooirivier

For the latest Hotelier Edit, we spoke with Gerdi Snoeijer, Hotel Manager at Hotel Mooirivier, about her journey through hospitality and how she has grown alongside the hotel since joining in 2007. Gerdi shares what makes Mooirivier’s riverside setting so special, the importance of empowering her team and why genuine, personal service remains at the heart of a memorable guest experience.

Can you tell us a little about your journey in hospitality and what led you to your role as Hotel Manager?

I was around 15 or 16 when I decided I wanted to attend hotel management school. Hospitality was the only path I considered because I already felt passionate about it. I worked in a restaurant and loved that every day was different and you never knew what it might bring. I also enjoyed helping guests, anticipating what they needed and making them happy.

I studied at the Hotel Management School in Apeldoorn. It is a small and very personal school where all the students knew each other and the teachers knew us well. After graduating, I joined Mooirivier in 2007, beginning in the meetings and events department. I learned a great deal about every area of the hotel.

The independent nature of the hotel suited me because it gave me a sense of freedom. When the opportunity arose to become Hotel Manager, it felt like a natural next step. I am now proud to lead a fantastic team at such a special hotel.

You must have seen a great deal of development during your time at the hotel. What has that journey been like?

I feel that I grew with the hotel. I was very young and had only just graduated when I started here. The hotel has developed considerably since then, and I have developed alongside it. It has been very rewarding to experience that journey together.

How long does it take to study at hotel management school in the Netherlands?

The higher level course I completed takes four years and is equivalent to a degree. There is also an intermediate level route, which I believe has a greater focus on areas such as food and beverage. It is interesting that many of my former classmates eventually moved into banking or other industries rather than remaining in hospitality.

What do you personally enjoy most about leading the hotel and what part of the role are you most passionate about?

When I started, my focus was on helping guests with their meetings, anticipating their needs and exceeding their expectations. In my current role, I am more focused on leading teams and helping people grow. Seeing colleagues develop their confidence, skills and passion is incredibly rewarding. By helping them perform at their best, they can create an excellent experience for our guests.

Are colleagues encouraged to explore new responsibilities and progress into different roles?

Yes. One of the ways we differ from larger hotels is that people are not restricted by their job descriptions. I encourage colleagues to explore what they enjoy and what they are good at. That keeps them happy, supports the wider team and ultimately benefits our guests. It also makes us more flexible in how we work. For example, one of our front office colleagues is very good with numbers, so I involve them in working with our key performance indicators and we will see where that interest leads.

Empowerment is very important to me. I encourage colleagues to solve problems, think for themselves and consider how they would feel in the guest's position. That helps them make decisions that contribute to a great stay.

What does the name Mooirivier mean?

It means beautiful river.

The hotel has a distinctive setting on the banks of the River Vecht. How does the location influence the experience you want to create for guests?

The location is one of the things that makes the hotel unique. Guests experience the river in many different ways. Some swim in it during winter, while others enjoy dinner overlooking the water or sit quietly with a book. The wider surroundings create a sense of calm. People naturally relax and slow down, which is exactly what we want them to do. Our interiors strengthen that feeling by bringing the outside in.

What makes Mooirivier stand out within the Dutch independent hotel landscape?

The combination of our location, interior design and people makes us special. Many members of our team have been here for a long time and have become true ambassadors for the hotel. They feel responsible not only for their own department, but for the guest's entire stay. We can see from our reviews how much guests value that personal commitment.

How important are guest reviews to the hotel?

They are very important. We discuss reviews every week during our management team meeting. Positive feedback is always enjoyable, but we also pay close attention to constructive comments because they help us see the hotel through our guests' eyes and identify where we can improve.

Mooirivier won Independent Hotel of the Year at the Independent Hotel Show Amsterdam Awards this year. What did that recognition mean to you and the wider team?

It was a wonderful compliment to be recognised among so many independent hotels in the Netherlands. We were proud and honoured to receive the award, particularly because the nomination came as a surprise.

The jury report meant a great deal to me, and it was wonderful to share it with the team and celebrate together. I was especially proud of the comments about our warm, personal service, the natural ease of the guest experience and the way we empower our colleagues. Those are all qualities we work hard to create.

What role does design play in shaping the hotel's atmosphere and identity?

Design plays a significant role. We aim to create spaces that feel stylish and comfortable while maintaining a strong connection to the landscape. The interiors should never feel overwhelming. Instead, they reflect the calm of the surroundings and bring elements of the outside into the hotel.

We have worked with the same interior designer since the beginning. The owner and his wife also have a strong eye for interior design, so they work closely together when developing plans for the property.

Guest expectations are constantly evolving. What changes are you seeing most clearly and how is the hotel responding?

Guests increasingly look for a meaningful experience rather than simply somewhere to stay. They value authenticity, personal service, high quality food and the combination of wellness and nature. These are areas where Mooirivier is particularly strong.

We respond by focusing on genuine hospitality and continuing to invest in our facilities. The wellness area was added around three or four years ago, and the gym is also a recent addition. Together, they have created a more complete experience that suits our guests well. We can see how much they enjoy having those facilities available.

How important is the food and beverage offering to the overall guest experience, and what philosophy sits behind it?

Food and beverage are essential to the Mooirivier experience. Guests who make use of everything we offer tend to be the happiest because they feel completely removed from their daily routine. We want people to enjoy dinner, the wellness facilities and the surrounding landscape rather than simply use the hotel as a base for visiting Zwolle.

Our kitchen serves French and Dutch cuisine, and we work with many local suppliers. Guests can see that in the products offered at breakfast, including the eggs and bakery items. They appreciate knowing where their food comes from. Many hotel guests also choose to dine with us throughout their stay, even when they are here for several nights, which shows how important the restaurant is to the overall experience.

As an independent hotel, where do you see the greatest opportunities to innovate or work differently from larger hotel groups?

The greatest advantage is flexibility. We do not have many organisational layers, so if we want to introduce something new, we can discuss it together, test it and make changes quickly.

We work closely with the owners. The owner is at the hotel almost every day, while his wife is responsible for marketing. He is not involved in every aspect of the daily operation, so I remain close to the team and bring their perspectives into our discussions and decisions.

Looking ahead, what are your ambitions for the hotel over the next few years?

We want to strengthen our brand and continue our position as one of the leading independent hotels in the Netherlands. That means investing in our team, the guest experience and the quality of our facilities while remaining true to the character that makes us special. Growth is important, but preserving our authenticity and personal approach to hospitality will always be the priority.

Having been part of the Independent Hotel Show Amsterdam, what value do events like the show bring to the independent hotel community?

It is valuable to have an event that brings passionate independent hoteliers together. The combination of relevant suppliers, networking and conversations with other hoteliers is particularly important because operating an independent property is very different from working within a chain.

The show also provides an opportunity to catch up with existing suppliers in one place and, depending on what the hotel needs at the time, discover new ones. We value long term supplier relationships and do not change products without good reason, but we are always interested in something special or more sustainable. For example, we changed our coffee supplier because the alternative offered stronger sustainability credentials. Linen and guest room products are other areas where the show can introduce us to new options.

How important is sustainability when making decisions for the hotel?

Sustainability is very important and is one of our main considerations when making decisions. We continually look for ways to improve and ensure that the products and suppliers we choose reflect that commitment.

How is the hotel approaching artificial intelligence and new technology?

We use artificial intelligence, but I remain cautious about where it belongs. My colleagues and I sometimes use it to help structure written communication or improve an English response, but we do not use an automated question and answer service on the website. Our front office team answers guest emails personally because we believe our guests value an individual response.

There may ultimately be two different directions within hospitality. Some hotels will become highly automated, with very little staff contact, because their guests simply want a room. Others, like Mooirivier, will continue to offer a personal and authentic experience. Technology can improve efficiency, but for me, genuine human connection is hospitality. It is much more than renting a room.

What advice would you give to independent hoteliers looking to create truly memorable guest experiences?

Never lose sight of the human side of hospitality. Beautiful buildings and excellent facilities matter, but genuine interactions between guests and hotel teams leave the strongest impression.