Bringing the Guest Experience to life: from student to supervisor at Efteling

As a child I was always fascinated by theme park De Efteling and the power of fairy tales. Now I get to experience that power on a daily basis myself. I currently work as Front Office Supervisor at Efteling Loonsche Land. A place where nature, the enchantment of De Efteling, and hospitality come together. Guests can be immersed here in a multi-day Efteling experience and stay with us at the Loonsche Land Hotel or in the Lodges, outside the park, in the middle of nature. 

The wonderful thing about this is that I started here myself as a standby Front Office worker and was therefore able to start directly after and partly during my studies. Additionally, it connects tremendously with my graduation project, where at Van Hoorne Studios (specifically Familieresort De Tovertuin) I conducted research into Belgian guests and how we could best design the guest journey for them. Accommodation-based recreation, in combination with an attraction (in whatever form) and creating the most ideal guest experience has therefore always fascinated me. 

The transition from graduation to  actually starting in this role during graduation was quite significant. Particularly after graduation, I realised that I could really start developing myself, but also our wonderful team and location. What my role precisely is, I'm still quite searching for that. The nice thing about my role is that I have a great deal of freedom and can organise a lot myself. The content of my role on paper is being a leader in our team, together with four other supervisors. In this capacity we coach, encourage and train employees to get the best out of themselves and exceed the guests’ expectations. Additionally, we organise and coordinate daily activities, but we're also available for emergencies or any complaints. 

Does this sound as fancy as I hoped? Quite honestly, I already kind of knew what I was getting into, because I was already working at Loonsche Land as a standby worker, of course. However, I hadn't expected that the role would be so incredibly broad and I've already found myself in multiple situations during the high season where I really had to switch gears and think hard. Although that's nothing negative, I do find that very enjoyable, I see such moments primarily as opportunities to really make a difference, whether that's for the guest or for a colleague. The moment that I can be of value, I find that truly the most enjoyable. 

For example, I've had guests who were extremely angry, where I then simply went to have a nice chat and somehow afterwards I was offered a glass of wine because I'd resolved it so well for them. Naturally I didn't accept it, but thanked them very kindly. Or the moment when a guest is emotional because I deal so well with her child who has a disability and truly listen. Such situations touch, amaze, but make the work truly complete for me. 

I haven't yet consciously had a real ‘this is what I studied for moment’. I think that the programme and particularly my Attractions and Theme Parks Management specialisation have given me many tools for the hospitality  industry. These include an understanding of the immersive total experience, leadership, and a broad view of matters. But, who knows, perhaps it will come one day, that I'll really think, ‘oh yes, this is what Goof said back then’. I think that the programme was primarily a good starting point and I continue to develop every day in all sorts of different areas and in that regard I'm extremely pleased that I'm given that space.