The role of

HOSPITALITY
in sectors
 Café de Paris
Primary sector

About:
Café de Paris is a small hotel located in the city center of
Apeldoorn. Its core business is restaurants. The hotel
itself has 19 rooms in total. It offers a pleasant central
stay including the correct service. According to the hotel
manager, they serve hospitality in different ways, from
the hotel to a simple sandwich. It is all about the guest.
The hotel does not offer any of the following facilities:
pool, wellness, gym and etc. However, it is surrounded
by three restaurants which all belong to the hotel. Some
of them allow pets but not the hotel itself. Actions like
smoking or throwing a party is forbidden in the
building. The busiest time of the year for the hotel is
summer due to vacations.

Service:
Provided services include: Restaurant service, room
service, housekeeping, concierge service and helping with
luggage. Housekeeping team is internal. Rooms get
cleaned every morning.
There are no security guards but only an electric alarm
which is connected to an external security company.

Entertainment:
Families with children are welcome, however there is not
much of the entertainment provided for kids. Only
entertainment that is given are magazines on each table of
the restaurant with the menu and the information
regarding the hotel.

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 Relationship between host and guest:
Café de Paris is always open to help the guest
with special requests. If they like to have a
room in the back of the hotel, they will make
sure of that. If guests have any allergies, the
menu will be changed for them. Also, If the
customer needs extra cleaning, employees do
not hesitate.

Covid – 19:
While the pandemic, all the guests must have shown the QR code for being either tested or vaccinated.
Disinfection dispensers were installed in every corner to prevent spreading the virus. Apart from that, the tables in
the restaurant were separated by 1,5 m distance and had plastic screens in between.

Layers of hospitality:
Hotel manager, Mr. Linthorst indicates that according to the
hospitality layers module, Café de Paris is in between layers
with service and hospitableness. Our team is concerned
about this since we were not welcome in the hotel. The
waiters acted rude as if we were disturbing their work. We
did not feel any hospitality during the visit. As for the service,
there is not much provided. Our opinion is that the hotel
provides taking care of basic needs of the customers.

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 Orpheus
Secondary sector

About:
Theatre Orpheus is considered the largest cultural stage in Apeldoorn,
and employees working in this theatre are very proud of it. Its main part
consists of three halls with a capacity from 242 to 1300 seats. Service of
the theatre has been provided from 1965 and it was reconstructed many
times since that.

Service:
We were seated in the restaurant of theatre where we asked our
questions. We found out that the restaurant is unfortunately
available just for the clients that are coming to the show. Visitors
that are seated in the Orpheus restaurant are served from a small
menu consisting of starters, main courses, and desserts that are
changed seasonally. The theatre has several halls where guests can see
performers. They are situated opposite of each other and in the
middle of them is backstage storage and supplies room, where all the
curiosities and tools that are needed for performers and technicians
of the theatre are received. Their most elegant hall can be
transformed to its needs. The common viewpoint chairs can be
replaced with the restaurant tables, which means the food can be
served while enjoying a show. During the tour we noticed that there
is no security in the building, however, we received the explanation
that employees of the theatre do not consider it a necessity. They
have one member of the team whose job is to open up the building
and close it.

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Hospitabilness:
When all of us reached the theatre it did not feel any special, however, as soon as we stepped inside, the warmth of
hospitality and luxury spread around. The building was clean and decorated with pieces of art, decent fairy lights,
and mirrors. The whole group was welcomed by a professional team. The employees of the theatre are trained to
be hospitable and provide perfect service to the customer. Even though we did not make an appointment and they
were not accepting visitors they took us.

Relationship between host and guest:

The Orpheus has three kinds of clients: these are customers
that come to the show, the performers to which the theatre is
renting premises and technical services, and organizations
that are renting halls for presentations or shows.

Entertainment:
Some evenings, the live band can be present in the restaurant to entertain during the client’s visit. Our guide
explained that different shows are played in the theatre. There are ones for adults, such as plays, musicals,
orchestras, etc. and ones for children. When there is a show orientated on children, Orpheus workers prepare
entertainment for them in the form of different activities or drawing tables.

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Town Hall Apeldoorn
Tertiary sector

About:
The town hall mainly offers citizens the services
they need, such as passports, driver´s license,
permits for building a house, etc. They have big
rooms where people who are close to the
government can have meetings and it also has a
debating room for politicians to have discussions.
Whenever people need something which is totally
different from the main tasks of the town hall,
they do as much as possible to help. When you
have an appointment at 3 o’clock, it is at 3 o’clock
and not earlier or later.

Hospitableness:
On a hospitality scale from 1 to 10, we give the town
hall a 10. They think about how they can make clients
and employees feel more welcome and comfortable.
They even have a special hospitality team who work on
it. Most importantly, all the employees want to help
everyone with everything.

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Relation between host and guest:
They want to help everyone no matter what their problem is, they always do everything they can. From
the moment we walked in we got a feeling we were welcome. At the entrance, there were two people
who welcomed us and although we were an hour early for our appointment, Bouke (the man who
guided us) came right away. He offered us a cup of coffee, answered our questions and gave us a tour
through the building.

Entertainment:
For people who have to wait
for their appointment, there
aren’t special facilities
because the waiting time is
almost never more than 5
minutes.

Services:
For the employees the town hall has a canteen where they can have lunch or meet with colleagues,
however people who don’t work in the town hall or for the government can study, work and eat there
but the town hall doesn’t advertise that. In the future, they are planning on building a corner for
children to play. The town hall also has a place where people who come to report a dead person or
another difficult case to deal with, can have a moment for themselves.

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 Conclusion
After visiting Town hall Apeldoorn, Orpheus theater and Cafe de Paris we all agreed that the town hall was most
hospitable and if this was a restaurant we would visit every couple of weeks because of the hospitality we received
and the welcoming feeling we got there.

When covering the Layer of hospitality

Hospitality
Hospitality is not the core business of town hall but they do practice this and find it an important part of their job
because they work with sensitive information and provide a certain service. Cafe de Paris’s core business is
hospitality. Nevertheless, they were not as hospitable as would have been expected. However, theater Orpheus
was also hospitable because they are trained to provide hospitality to their full capacity even though it's not their
core business.

Service
The town does have a front office and some attendees to survive the older guests if needed they also have a security
team available on every floor. Contrary to the theater they do not have a security team because they find this
unnecessary but they also like the Cafe de Paris and Townhall do have a front office to welcome the guest even
though Cafe de Paris’s front office is in the restaurant by the bar they do have this available to welcome the guest
when they arrive. One thing they all have in common is that all housekeeping personnel is in the house, that was
really interesting to hear that also Townhall had their housekeeping in the house.

Entertainment
Cafe de Paris is a 3-star hotel they do have 3 restaurants that belong to the same owner which they consider as one.
However, they do not have other facilities, for example, a gym, spa, or a pool. But they do have coloring
possibilities available for the kids. The town hall doesn't have a specific entertainment for the kids but they are
planning on implementing this into their services, however for the grown-ups, they don’t have a specific
entertainment. Nevertheless, Orpheus theater's main core business is entertainment via theater shows both for
adults and kids.

Sustenance
All the sectors of hospitality that we visited had one important component in common; they all served the basic
needs of the customers. Different concepts but they all provided their customers with food and drink.
Pets are not allowed in the theater or in the town hall but are welcome in one of the restaurants of Café de Paris.

After researching and analyzing each layer of hospitality from the different sectors, we are amazed with the result
we have encountered, and now we have a different perspective of what hospitality really means in different sectors

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 Group Members
Name: Student Number:

Shani-Lisa Lourens 511799

Maria Fachiridou 513060

Silvie Wesseldijk 511078

Vanesa Zvarová 507084