Beljaarts was appointed as the new general manager about two and a half years ago and he immediately started to introduce some changes. “What I have been working on is one of the main policies of AccorHotels, who own Novotel: getting closer to our guests. We try to connect with them and to stir them by interacting in a very personal way.” To accomplish this, Beljaarts decided to start from the inside. He wanted his personnel to feel warm and comfortable and introduced a whole new way of working. “Instead of following scripts and being obliged to name the exact same things while checking in, we now approach each guest individually.