Care for your guests starts with care for their feelings
In today’s unpredictable world, it is not surprising that people are increasingly looking for places where you can breathe, where you are seen. Where attention, warmth and positivity predominate. If you really want to make a difference, the transactional and emotional service must reinforce each other. And that starts with your team.
Hospitality: It Starts with the Culture, Not Just the Front-Line
True hospitality doesn’t start with the frontliners; it begins with the culture of an organization. Discover how an authentic company culture and engaged employees are the key to extraordinary customer experiences.
Gen Z in Hospitality: Challenge or Opportunity?
Gen Z brings fresh energy and a new perspective on work. Discover how to engage and retain this generation through transparency, responsibility, and meaningful work.
When Service Transforms into Hospitality
True hospitality goes beyond delivering service; it touches, surprises and creates unforgettable experiences. Discover how personal engagement, sensory experiences and storytelling bring the power of hospitality to life.
Crew as Sustainable Ambassadors
Sustainability in aviation requires crew involvement. Sustainability in aviation requires crew engagement. Discover how I helped the crew embrace the bigger picture of KLM’s sustainability strategy and how they proudly represent it.
Premium Comfort Class
Designing KLM’s Premium Comfort Class was a unique opportunity to create a future-proof concept, positioned right between Economy and Business class. By researching premium travel classes worldwide, analyzing customer data and drawing inspiration from other industries, a thoughtful and innovative travel class was born—ready for the future! Discover how I brought KLM’s Premium Comfort Class to life.