THE DORF as a guest of Joanne Nicholls from Steigenberger Parkhotel

Strolling through the beautiful Hofgarten in the middle of Düsseldorf, one quickly finds oneself on the famous Königsallee. The panorama at the beginning of the glamorous mile unfolds its full effect when you look at the Steigenberger Parkhotel, which contributes significantly to the flair. The luxury hotel is known for its stylish ambience and first-class service. The team fulfills its guests' every wish and pampers them with culinary delights at breakfast on the terrace, during an aperitif in the chic lounge or with exclusive, individual tips for an unforgettable stay in Düsseldorf. The Steigenberger Hotel has been renovating its premises for two years. The renovation measures were also planned before Corona, so that the hotel appears in new splendor after the crisis. THE DORF met with Front of the House Manager Joanne Nicholls and got exclusive insights into the daily work routine at the 5-star residence.

The facts:

• Steigenberger Parkhotel
• Our interviewee: Joanne Nicholls, 28
• since 2014 in the hotel, front of the house manager

Joanne, describe your day-to-day work - what are your responsibilities?

There is no normal working day, because every day is different in the hotel. But on the whole, I coordinate the departments that are responsible for giving the guest the first and last impression, and of course the experience in between. The first and last impression and the stay should be as special as the hotel.

How would you describe your typical hotel guest?

The typical hotel guest doesn't exist, which is what makes it so interesting for me. The guests come for a wide variety of reasons. We mainly receive business travelers, 60 percent of whom come from Germany and are here for trade fairs, conferences or congresses. But there are also many private guests who want to spend their wedding night here, are here for medical reasons, or simply come with their girlfriend to go shopping. That is quite different!

What is special about your house?

The terrace is the place-to-be in summer with the largest champagne selection in the city. Here you can sit with a view of the greenery and watch the Kö parrots fly by. In addition, our wine cellar is the secret heart of the hotel. You can see behind the scenes, pass the kitchen and the warehouse where the housekeeping trolleys with the laundry are. A small staircase leads down to a beautiful wine cellar where our warehouse managers have built unique tables out of old wine crates. Soon we will be able to offer the wine cellar as an official event space - for example for aperitifs and appetizers or cooking classes with our top chef!

What special anecdote will you never forget?

As I said, not only the first impression but also the last impression is very important for us. For this, I have a memory that I will never forget because it was such an intense job for me. At that time, I worked in the Guest Relation department, where I took care of the guests' requests and tried to make every request possible. Our guests were a family who wanted to travel on to Paris after their stay in Düsseldorf - and very exclusively. The family needed a transfer to the train station, in the Thalys train they needed their own compartment, from the Paris train station again a transfer to the Disney Hotel including VIP passes. At the same time, the mother of the family wanted to go shopping somewhere else. We really made everything possible, which was only somehow possible and even put together a small lunch package with croissants, suitable for the trip to Paris. 

Why can guests feel safe with you especially in Corona times?

During the short work period, we had enough time to create a mature hygiene concept. The concept runs through the stay from start to finish. We played guest ourselves to test and try out the ideas. Of course, we ensure everything that is legally required, such as the mouth-nose mask. When the guest enters the hotel, we have an initial disinfection dispenser right at the entrance and there are stickers all over the marble floor so that people can estimate the distances to be observed. 

At the reception there are plexiglass screens between the employee and the guest, each once used pen and room card is disinfected. Likewise, the credit card terminal is cleaned after each pin entry. In housekeeping, there is a separate, large hygiene concept, which applies before the arrival of the guest, during the stay, until departure.

And the hygiene concept is not only mature for the guest, but also for us employees: In addition to the free citizen test, we have the opportunity to perform a Corona self-test once a week in the hotel.

Our guests can arrive with a very good feeling and do not need to worry.

What does the future hold?

I can already reveal: We made the most of the quiet mode. The renovation work in the rooms on the floor promises a new ambience. There is also a new food & beverage concept in the works. It remains exciting!

What would you recommend to someone staying in Düsseldorf for a day and a night? 

That depends on who asks me. In the guest relations department, which I helped to set up, it's very important for us to respond to guests individually. During the conversation, you get to know the other person a bit more and can then roughly assess: Do I recommend a walk along the Rhine? Or would you rather go to the Hofgarten? Do I send this guest to our great hotel restaurant or to the Italian restaurant around the corner?

There is not only one 5-star hotel in Düsseldorf and comfortable beds are also very many. That is why our individual recommendations are the difference. 

What does your personal perfect day in Düsseldorf look like?

I can hardly decide, because I can think of so many things. But if I could choose something right now, precisely because I'm missing it so much at the moment: I would have breakfast with my best friend in the sunshine on the terrace of the Steigenberger Hotel and watch the parrots flying by. Then I would go for a stroll, walk through the Hofgarten and watch the sunset at the Kasematten. 

Typical Düsseldorf for you?

The old town! But not the touristy Bolkerstrasse, but the corners where Düsseldorfers also go: Ratinger Strasse. 

What is your favorite place in Düsseldorf?

There are very many! At the moment it's the Hofgarten. There you have nature so diverse in the middle of the city and right next to the modern Kö-Bogen. 

What is your favorite event in the village?

I think every employee at the Parkhotel answers that in the same way: Fe-de-Fe, the festival of festivities at Carnival here at the hotel. It's like a different world every time. The whole first floor is decorated and the function rooms are transformed into different party rooms. There is a disco, live music, and a costume contest where prizes are awarded for the most outrageous costumes. I've never been there to party, but this is the work day I look forward to the most. 

Every year on the occasion of Fe-de-Fe on Carnival Saturday, almost 1200 people come and the event is sold out within two weeks. This is a great way to celebrate carnival with beautiful costumes. 

Once we had an Arab long-stay guest in a wheelchair who did not know carnival. I had already tried to warn him, but explain to someone who doesn't know carnival, Rhenish carnival! That evening he came down from his room and asked me what was going on. "It's carnival!", I then said. He immediately wanted to join in, so I organized him a pirate hat and saber and he had a lot of fun!

What is/was your favorite moment in the village?

There are so many beautiful moments. Once we set up a bar table here and brought mulled wine. After work, the team stood together with homemade cookies and enjoyed the evening. 

The beauty of the hotel business is that people are not in it to make money, but because it's something special. Everything is very familiar here. We are a 5-star hotel with "only" 130 rooms, and we know our guests and, above all, each and every employee. We are not here just to work, but here friendships are formed.

Düsseldorf in three words:

Variety, beautiful, home.

Why should readers come to you for the new THE DORF THE MAG?

I find that sometimes a 5-star establishment has a little inhibition - am I allowed in there at all? Is the restaurant also for out-of-town guests or do I have to book a room to be allowed to eat there? 

If you pick up the magazine here, then perhaps this inhibition threshold is overcome, so that you no longer just sit at the Kö-Bogen and think that the Steigenberger is a beautiful building from the outside. Just come in, pick up the magazine, and take a look at our hotel from the inside! 

If you are now in the mood for a short vacation in Düsseldorf, then you can find the right hotel package here.

About THE CHECK IN:

Amidst the joy of the reopening of the hotel industry, THE DORF and Düsseldorf Tourism present an intimate and personal insight behind the facades of Düsseldorf's hotels with the interview series THE CHECK-IN. In addition to many stories and individual design concepts, you will also find the current THE DORF THE MAG No. 4 at all participating addresses, which lovingly tells about the city with exciting stories about art and culture, gastro secret tips and an eye for local heroes. The focus of THE CHECK-IN is on the faces that passionately ensure unforgettable stays and good times in the village. But even in times of crisis, the protagonists* continue to guarantee optimism, a special feel-good atmosphere and security at the hotel. Their love for Düsseldorf and passion for hospitality motivate the interview partners every day to take the city and its diversity out into the world. In addition to their personal insider tips, they reveal in the interview why THE DORF THE MAG is the perfect companion for a hotel vacation in the most beautiful city on the Rhine.

So let's go! The hosts of the Düsseldorf hotels are already waiting for you. Get yourself a THE DORF THE MAG, enjoy a little hotel lobby flair and you're ready for a perfect summer in the village. 

(c) THE DORF 2021
Interview + Text: Maren Schüller
Photos: Kristof Puller