Drei Restaurants, ein Hotel und eine Vision.

the Future of HospitalityWelcome to our podcast, the future of hospitality, powered by guestjourney.ai, personalized videos at scale for memorable guest experiences and higher revenues. Today, our guest is Harald Paycol. He is the hotel manager at Westcourt Hotel on the beautiful island of Leland in the North Of The Netherlands. Let's dive in. Harald, welcome to our show. Thank you for having me. Yes. Can you tell us a little bit more about yourself? And, of course, we will talk about the hotel and all the beautiful island that people a lot of people don't know. A lot of Dutch people do know, but internationally, they probably don't. So do your best to to sell it. So but tell me first a little bit about yourself. Who is Harald Paykel? Sure. Why did you start in hospitality and etcetera? Absolutely.

Harold PekelSo I'll start at age zero because that will make the most sense. I start since born in Hong Kong. I come from an expat family. My dad used to be executive chef. So born in Hong Kong, lived there for a year or five before we moved to Shanghai, from Shanghai to The Philippines. From Philippines back to Holland, at least for my mom and dad was back to Holland, to to for the Dutch people they know, most likely, in the North of in the North Of Holland, indeed, in Friesland. The stage there for now, yeah, let's say, fourteen years or so. Did my did a lot of things. Started off in in in in in in in in the kitchen.

Harold PekelHelped my dad in the kitchen. There from there is also my love of the hospitality. Mhmm. Started in the kitchen as an apprentice when I was 14. Oh, wow. That's a young age. Yeah. Way back then, you could get away with those kind of ages. I know. I know. In the kitchen, but, yeah, these days, I know, different. So in the kitchen, did from fast foods to two star Michelin. Did that for the majority of my time here in Holland until I left back again to China, of all places, for my internship for hospitality management.

the Future of HospitalityAnd where in China was that, and what did you do? Say that again. Shenzhen. Okay. Shenzhen. Okay. Yeah. Yeah. Shenzhen. Do there? What kind of a what what kind of an establishment was that?

Harold PekelFor intercon for intercontinental. Right? And Shenzhen, five stars. Did my internship there. It was supposed to be for a year. However, I only did eight months until I got promoted to restaurant manager at that time. Yeah. So then I stayed there for another two something years, then internally transferred towards Shanghai. Shanghai, the preopening. I had, in that time, already a family, quite a young one. Stayed there for a short while before moving towards a good friend of mine, I should say, called me up. Said, Harold, do you wanna come to Singapore? I'm like, yeah. When can I start? Yesterday, he told me. I'm like, okay. Hang on. Let me discuss it with my family. So moved from Shanghai to Singapore.

Harold PekelSingapore stayed for a year, then moved towards Qatar to The Middle East. Did that for almost two years, I guess. From Qatar, went towards The Middle East to Dubai short tire short term, though, for and I should say this right as the word alludes me, as a sort of team to help out at that hotel way back then. And then corona unfortunately came. Lost my job and went back to Holland. Yeah.

the Future of HospitalityAnd now you're at

Harold Pekelthe Westcourt Of Leland. So you've been port hotel. Been quite around.

the Future of HospitalityQuite quite around. Go ahead. Pardon me? What did you say? No. I said you've been you've been you've been all over the place. So and now you ended up at at at at Fleeland Island. So tell me a little bit about that.

Harold PekelSo currently, I'm a hotel manager in Fleelands. What do we do here? We have a small little hotel with a with a number of rooms, three outlets, three restaurant outlets, and and quite a huge terrace looking towards refurbishing, yeah, and all the daily challenges that comes with managing a property.

the Future of HospitalityWhat kind of property is it? What what is the what is the kind of kind of people that It is more a restaurant property, honestly, than a hotel property because the majority of

Harold Pekelthe income comes via restaurants.

the Future of HospitalitySo

Harold Pekelwe're quite heavy heavy on restaurant base. Yeah. Yeah. Yeah. Yeah. Yeah. Especially with three with three individual restaurants, with three individual menu cards. It comes with unique challenges, especially on on fleet on, especially during seasons. We are very seasonal hotel.

the Future of HospitalityYeah. So It's not open in the winter? Is it is it open in the winter? Yeah. 365

Harold Pekela year. Okay. Yeah. Yeah. Yeah. So it comes with unique challenges concerning that. Also staffing, I'm sure that many of our listeners can also agree upon or have seasonal experience, and they know the ups and downs. It's

the Future of Hospitalityeither running or standing still. And Okay. Let's dive into that right away. Yeah. Sure. About that because that is an issue that I hear a lot. So it's challenging. Why is it challenging? Tell me.

Harold PekelNo. It's challenging in different different aspects. It's challenging because number one, yeah, staff staff is difficult to find. That is number one challenging. Number two, it's challenging to get actually a team together and hold them together challenging. Obviously, we don't want to have a high turnover concerning staff, keep that as low as possible. So we have to have that core of onion, so to speak, you know, and then put the peels around it then peel them off once we go back towards the the low season. And every year, it's always a challenge to get the right people for the right positions.

the Future of HospitalityRight. And how do you do that?

Harold PekelDifferent ways. We are fortunate enough to have a quite a big HR department and with 15 other hotels, we're quite well known within within the constructs or within the confines of Holland as the Westcott hotels. But then again, we are and we do have to rely on quite a few foreign workers, and we're happy that they are we're more than happy that they're here. Yeah. Yeah. Yeah. Yeah. But that is not really consensus sometimes if I hear some of our guests. Oh, oh, really? Is that so? Okay. Yeah. You're in you're on holiday in Holland, so you want to be spoken in Dutch, you know, somewhere I can understand that. But then again, you know, maybe a bit old fashioned if you ask me. But Right. I think so. Go well. I'm used to too. But Yeah. Unfortunately, you know, we have to also deal with these kind of guests. So yeah. Okay.

the Future of HospitalityYeah. Okay. So tell me a bit about about the past because you you you you mentioned and you you just I heard Hong Kong. I heard Shanghai. I heard Singapore. You worked in multiple countries. Yeah. So how did that shape your leadership style?

Harold PekelFor predominantly, what I was I mean, as Dutch, we're quite well known as being very direct. And in the East or at least in Asia, it just more like we do it together. However, not in a direct way, but then you go around the subject, around it, around it, around it, then then you come towards the subject. Difficult in the beginning, I have to say that. However, I feel like it shaped me for the best, and it's can yeah. It's always an added benefit of also knowing another culture and their values as well. Just to see it from a different kind of perspective.

the Future of HospitalityRight. Yeah. So but how do you do that right now in in Veeland? Because Veeland, you said it what you mentioned, it it's a lot of Dutch people. So they expect the direct approach. Some.

Harold PekelSome. Depends also depends also on the subject what they're what they're referring towards or whatever you can help them with.

the Future of HospitalityWhen we talk when we go back to your food and beverage background and your leadership style, how does that shape your is that the same?

Harold PekelMore or less. Currently, I'm trying to indeed implement a sort of Asian style where we all do it, number one, like a family because it's very family orientated. And I feel like I get the best results if I include all as many people in the decision making as possible so that everybody is behind it, stand open or be open for feedback. It is not my way or the highway. It is we do it. It is our hotel. It is our restaurant. It is not me or I. It is us, and that's the way I like to manage it currently. Yeah. Right. Right. Right. Right. And we know

the Future of Hospitalityit's spring is starting. Yeah. Yeah. And so I I can only imagine you are preparing for the Easter season and then everything that comes after that, summer season. So how do you feel? How how do you feel right now? How is that going? It looks

Harold Pekelvery promising at the moment. Staffing wise, we're very fortunate to have a couple of old colleagues coming back from last year. They had last year, so that is definitely a plus for us. Other than that, yeah, we have our challenges, but I feel like every company has those in one way or the other. But I

the Future of Hospitalitydon't really see any huge obstacles that we cannot go over. It feels like you do it, like, with your one hand in your pocket. You've been I wish that the case. Experience. I wish that was the case. It's not always, unfortunately, but we try. But you make it you make it feels like like like it is the the case. What is the key in your opinion to building successful food and beverage culture within a hotel?

Harold PekelI think trust is number one, and quality is number two. Trust because you have to have a team build a team around you which you can rely on, which you can trust no matter what. Mistakes will be made eventually, sooner or later. But I feel like, you know, as long as we learn from the mistakes and move forward together and be stronger as well, That that is definitely one of the major pillars to build towards a qualitative good product as well.

the Future of HospitalityRight. There a lot of competition in

Harold Pekelyour area? I mean, island is not that big. The island is not that big, but just here in the street, I believe, seven, eight different kind of eateries slash hotels, at least. Okay. Yeah. At least. At least eight. If I How do you make yourself stand up? Well, with three restaurants, we're quite already, you know, and they're all next to each other. It's already something different. Three different concepts. That is also something few of those concepts are also not elsewhere on the island, which is also not a benefit towards us. So

the Future of Hospitalityyeah. And then the hotel, obviously. Yeah. Okay. Yeah. Another question that pops up is I mean, you're you're you're dealing with a lot of tourists. That's what it is. Yeah. People who escape For sure. The mainland for a few days or a weekend or maybe even a week. I've been there myself twice, by the way. I love the island. And about the approach, I mean, a lot of hotels are starting starting to embrace technology, modern technology like AI. Is it something that you have embraced already, or are you thinking about? And in what way? Good question because I can tell you already that we already have

Harold Pekelan AI system, and that is more for that is more for our hotel guests so they can ask pretty much when is the checkout, what time is the breakfast, what can I check-in? It's basically a sort of FAQ, but then with a sort of intelligence behind it. I get it. Okay. And how do people respond to that? What is the reactions of the people? Actually, pretty good. Honestly, I did not expect it to be so well received. Yeah. And it's pretty clever, and it looks like it feels like you're actually talking to a person until the bot it's basically a bot. Let's let's call chatbot. Yeah. Yeah. Yeah. Yeah. 100%. Until the bot doesn't know the answer, and then it refers you towards somebody from reception.

the Future of HospitalityOkay. Once the bot doesn't know the answer Yeah. It doesn't hang up, but it connects you to someone. Okay. Connects you through towards somebody who does know the answer. Yeah. Alright. That's clever. Alright. On the island of Leland. I love it. Hey. Tell me about your most memorable

Harold Pekelguest experience that you've ever had. Wow. There are so many memorable. I can tell you that already. However, I feel like, this is the most memorable. I will never forget this for the rest of my life until the day I die, unfortunately. Okay. There we go. I was managing a bar slash bistro in China, And one day, we had a wedding. Great. We set up the whole shebang for this lovely bride and the groom. However, unfortunately, due to unseen forced circumstances, it started to rain. Okay. No problem. We moved everything inside, set up the whole shebang inside, and no. Yeah. Everything ready. And the the the the the father of the bride came towards us.

Harold PekelI hate to ask all of you because you're doing an amazing job. However, you know, it's my baby's it's my baby's wedding day, and she likes to get married outside. Could we please trouble you to move everything outside? Back outside while it was raining? How did you do that? It was fortunately, it was dry Okay. Then at that time, but it was quite yeah. It was a bit bit tough to get the organ yeah. To get the whole organization behind it done properly and on time. However, nothing else but great words from the bride, the groom, and from the family that we all got it done. It did take us fifteen minutes longer than anticipated, so, you know, we had to start a little bit later. Fortunately, not all the guests were on time as well due to the weather.

Harold PekelSo that was that was our luck. I'll be honest with you. That was 100% our luck, but

the Future of Hospitalityuntil the day I die It had to be this way. I mean, it had to be this way. And, Ana, I can I can understand? I mean, it's your day, and you want to do it if if the planning works. When you go to go outside, do it outside. And so you made that happen. Now that's a good story indeed. Fortunately for them, we made it happen. Yeah. Fifty minutes late,

Harold Pekelthough, but, no, yeah, at the end of the day, we did make it happen. It quite sad.

the Future of HospitalityWhat's that? Did they leave a good tip all the For sure. They left a great tip. Okay. Yeah. Yeah. Yeah. Yeah. Yeah. Yeah. For sure. Yeah. I have another question for you. What is the best piece of advice that you've ever received yourself in hospitality?

Harold PekelOh, that is a good question. I don't wanna ponder too long upon this question. However, I think the best piece of advice that I've ever had is think first before saying, hey.

the Future of HospitalityOh, that's why you're thinking all the time.

Harold PekelYeah.

the Future of HospitalityHow about that? Think first before that happen? What what what how were you before that? You're talking you were talking too much? Very like I mentioned previously, and that's quite a great throwback

Harold Pekelbeing direct as many of us Dutch are. And then when I moved actually towards Shenzhen, and I was working Intercon as a as a restaurant manager, One day, I had to come to the F and B manager's office or the director, I should say, office, and he said to me, Harold, you know, you're a great guy. However, you can be quite direct. I'm like, yeah. You know, Dutch, what can I do? You know? But try this for one. Try this one on for once. How about think about it first and then say something? Et voila.

the Future of HospitalityAnd no one ever told you that before?

Harold PekelYeah.

the Future of HospitalityBeing in the Dutch culture, yeah, how many how often do you get abroad and are you confronted with this perhaps? You know? Well, that's a beauty I think indeed. I mean, living I'm growing up and living in in in all these different cultures. I mean, and staying true to the Dutch I mean, dad is your parents are Dutch. So, I mean, you get that Dutch directness right away. And talking about your dad was a chef that was that was in Hong Kong. Right? Yeah.

Harold PekelHow did Among other places,

the Future of Hospitalitythough he's also been all in the world. I mean, I wanna I wanna know a little bit of that part. I mean, you were really young at the time. I I understand. Yeah. But it kinda formed you that is it molded you. So how did that happen? How did your dad ended up in in Hong Kong, and how did you experience that yourself?

Harold PekelMy dad if you think that I've been to many countries, you should have seen you should see my dad's resume. He's been to, I think, maybe even two times more countries than I have. Alright. Literally all over the world. How he ended up in Hong Kong via headhunter, actually. He started there not as executive chef, however, but as, I think, just chef to cuisine, then from chef to cuisine to head chef, and from head chef to executive chef. That's good. Eight years or ten years in Hong Kong, I believe. Wow. Then after, I believe, during the time in Hong Kong, after two or three years, he called my mom, like, hey. Listen. Would you mind coming down? You know? Come visit me. I miss you. You know? Classic love story kind of thing. She came initially just for a week, but never left again. So yeah. I love it. And, you know, after a couple years, ta da, there was this boy.

Harold PekelYeah. And how did I experience it? Yeah. Well, you know, at that time, looking back at it, it's quite an experience. Now I'm a sort of, I used to be a city boy, let's be honest, living in all these big cities, and now I live in more rural kind of kind of area within Holland. Yeah. However, having kids of my own, I wouldn't trade it for a second for a city. Honestly, I have one. No. No way. At the moment, no way. No. There's something to it, the country. I like that too. Brilliance. You know, I can just let my kids go and they can do whatever the hell they want. Part of my language. That's

the Future of Hospitalityalright. What is the moment in your career where you thought this is why I love hospitality? Oh, man.

Harold PekelLike the instance that I've named prior, just, you know, when you actually see those smiles on the bride and the groom's face, priceless. 100%. You made that happen, you know, no matter what they say, or at least we made it happen, I should say. You know? So you bring a smile on people's faces.

the Future of HospitalityBrilliant. And then see

Harold Pekeljust by that smile. Fantastic.

the Future of HospitalityWhat is better than that? I love it. Yeah. I love it. So that is what hospitality means to you because the definition of hospitality is different with Absolutely.

Harold PekelYou know, just making those people happy, you know, and then, you know, they're being so thankful just for that, you know, yeah, that one little thing that you did for them. And it could be many different kind of things that you did for them, but regardless.

the Future of HospitalityYeah. How do you cope with that in in a world that is more or less changing to fast paced. Everything needs to be quick, and and we need to have a food fast. Not no longer than ten or twenty or thirty minutes. How do you cope with that?

Harold PekelStill keeping the smiles on these people's faces if it takes a little longer. No. Yeah. I think it's all the whole journey. You know? I mean, it starts with the welcoming, the greeting. If you if you can already make the guest feel at home within the first two minutes when sitting at the table, they don't really mind that it may takes that extra five minutes or the extra ten minutes for all that matters. As long as you give them attention. Right? As long as you give them the attention that they rightfully all deserve with, you know, within the constructs or confines of budgeting logically, then you can I don't I don't wanna say you can get away with everything, but you can almost get away with you can get away with a lot?

the Future of HospitalityRight. Yeah. Yeah. Okay. Interesting. If you could go sorry. If you could go back and give advice to your younger self when you first started in hospitality, what would that be?

Harold PekelTake time. It'll come. Just take it easy. It'll come.

the Future of HospitalityThat is what you would tell yourself. It'll come. So you were very impatient? What is that what it is?

Harold PekelNo. Yeah. Sort of. I was I want to get higher, faster, sooner rather yesterday than tomorrow, rush through the ranks, so to speak Yeah. Instead of taking my time. That's it'll come. Take it easy. Don't worry. Okay. Just work hard. Somebody will notice sooner or later. They'll see it. You know? They'll see it. Yeah. Here I am. You know?

the Future of HospitalityWhat would you give what advice would you give to someone who would start? You know? I mean, you work with young people, of course, that are temps and and and the seasonal temps. Yeah. Advice would you give to people who want to start a career in hospitality? And I'm not just saying for a season, but really are looking into something steady for the for the future career. What would you Yeah.

Harold PekelTell them? Yeah. It depends a little bit because everybody has to start somewhere. Be accurate. Get it done. And what I mean when get it done is if some somebody asks you to get something done, don't wait too long to get that certain point done. Get it done rather sooner rather than later. Right. And at the end of the day, somebody will notice and somebody will give you the opportunity or the chance. And every every task that you get is a chance to to to show yourself, so to speak. Yeah.

the Future of HospitalityYeah. And an opportunity to develop, I think. Also,

Harold Pekelcompletely, absolutely to develop. I mean, you get those tasks for a reason.

the Future of HospitalityYeah. Yeah. Alright. I think that's it for today. I I went through everything that I wanted to ask you. And so how is your weekend going to go to to look like? It's gonna be nice, and the sun is going to be out. So what's it's little house. I'm looking at the tourists walking by at the moment, whilst, blue sunny sky,

Harold Pekelfull house in in the hotel, yeah, quite a few, a number of reservations. So we're ready to rock and roll on this side.

the Future of HospitalitySounds good to me. Adolf, thank you so much for being on our show.