The Hotelier Edit: Nicole Lagas, General Manager, The Manor Amsterdam

Can you tell us a little bit about your own journey in hospitality and what first brought you to The Manor of Amsterdam? 

I studied at the Hotel Management School in Leeuwarden during its early years. My first traineeship was at The Grand in Amsterdam. After that, I worked for several hotels, beginning with Bastion Hotels. I spent six months in one of the hotels before moving into a commercial role at the head office. I then joined Golden Tulip, initially working at one of its franchise hotels. After a year, I moved to the Golden Tulip Worldwide head office, where I worked in sales for many years and became Director of Sales for Benelux. Then we started again with a new hotel chain called Hampshire Hotels, where I was the third employee. We grew from three hotels to 85, and I went from overseeing sales for three properties to leading a much larger sales team. Hampshire later merged with Eden Hotels, and after more than 10 years of commercial experience, I was ready to become a General Manager. Since then, I have managed several interesting hotels in different parts of the Netherlands. I have now been at The Manor Amsterdam for nine years and have seen it through its time with Hampshire, Eden and now Leonardo Hotels. I am very happy about this latest chapter because it has enabled significant investment in the property and made it the first Leonardo Limited Edition hotel in Benelux. 

The Manor has such a fascinating history. It's beginning as a hospital in 1891 to becoming a hotel. What does that history mean to you and how do you bring it to life with today's guests? 

The story is wonderful, and people love hearing about the building's time as a hospital. We still have historic photographs to show guests. Many Dutch visitors come into the hotel because they were born here or have a personal connection to the former hospital. Those experiences really bring the hotel to life. Johan Cruijff was born here, and when we reopened as a Leonardo Limited Edition hotel, his son Jordi joined us for the opening, which was very special. People often visit because they want to hear about the building's history. We also speak to students and members of the neighbourhood who want to learn more about the hotel and its past. It is lovely to be able to share that story, and we do it quite often. 

After its time as a hospital, the building became the district office for Amsterdam East. Some people were born here, later married here and now return to visit us regularly. We have many returning guests with personal connections to the building. 

So as a general manager, what would you say your role looks like day-to-day and what part of your job do you find most rewarding? 

The most rewarding part is the contact with guests. It may sound traditional and predictable, but I enjoy getting to know people during their stay. This morning, I sat down with one of our guests to help her with something, and by the end of our conversation she was showing me a photograph of her granddaughter. She had travelled all the way from Kuwait, and it was wonderful to share such a personal moment. We love being in contact with our guests, so I make a point of being at reception and in the breakfast area during busy periods. I enjoy welcoming people, helping them and sharing recommendations about where to go. Administrative work can be done during the rest of the day, but those personal interactions are what make me smile. 

And I suppose it's nice from the guest perspective as well, because I think obviously the hotel is a big part, but I think it's the hotel staff and getting to know them, that's what they'll remember as well. 

Absolutely. We have a wonderful team, and that makes me smile every day. When something happens, everyone is alert and ready to help. They often understand each other without needing many words. I can tell from the look on someone's face what needs to be done, and it gets done. We have quite a few people who have worked here for more than five or six years, which is lovely. We try to give every team member the opportunity to grow, and that is something we have done at The Manor for many years. Our Operations Manager, for example, began on the night shift and worked his way up. We try to create those opportunities for many people. When development is not possible within The Manor, we look for opportunities across Leonardo Hotels, supported by a strong training programme. 

So, what are you seeing guests value more today than they did a few years ago, and how is The Manor adapting to those changing expectations? 

Guests expect more service, particularly more personal service. That is absolutely what they are looking for at the moment. 

I also see quite a lot of people are more interested in the wellness side of things. 

That is true. We monitor and analyse those changing interests, which is why we now have a wonderful gym. It had been on my wish list for several years, and we have created an ideal space overlooking the hotel's back garden with entirely new equipment. It is a fantastic facility, and we see it being used several times every day. 

We also see that at breakfast too, where people increasingly choose healthier options. We have adapted our offering in response. 

We have seen a big change since PepeNero joined us. When the hotel opened in 2011, we operated our own restaurant. We closed it during the pandemic and later worked with several temporary restaurant concepts. Food and drink are very important to a hotel, and with PepeNero we have found a partner that meets both our expectations and those of our guests. Details such as dishes prepared at the table create an extra sense of occasion. The restaurant also attracts people who are not staying at the hotel, which is wonderful. 

And so finally, Looking ahead, what are you most excited about for the next chapter of The Manor, both for the hotel and for you personally? 

We are looking to develop the hotel further. I have become chair of the local business improvement zone so that we can work more closely with nearby shops, restaurants and the wider neighbourhood. With the new street, the renewed hotel and everything brought up to standard, we can create additional energy in the area. Amsterdam East is becoming increasingly popular, and it is a very interesting part of the city. We are also continually working with the team to improve our guest reviews and raise our satisfaction score above nine. We are already very close.