In conversation with Tom Strandberg, General Manager, NH Collection Helsinki Grand Hansa

How is the property positioned in Helsinki’s five-star market?

NH Collection Helsinki Grand Hansa stands for modern Nordic premium in a historic setting. We are part of Minor hotels that give us international exposure. The location between Central Railway Station and the cultural district could not be more central. Our focus sits on experience rather than square meters. Food, cocktail culture, and wellness shape the stay as much as the room. We position our self in the same framework with Hotel Kämp, Hotel St. George, Lilla Roberts, U14, Lapland Hotels and Hotel Haven to name a few. 

What type of guest do you attract and from where?

We have a diverse crowd of international and local clientele, both business and leisure. Our main markets include the Nordics, Central Europe, the UK, the US, and Asia in general.  Locals visit year-round through our restaurant Hansa Café Bar & Brasserie, Kupoli Cocktail bar and USVA by Terhen Spa. 

How has the property performed in 2025 and what are your expectations for this year?

We have had a strong start in the market. We opened the hotel in May 2024 and the year 2025 is our first full year. The year has been a year of growth and learning. We expect 2026 to be even better even if there are fewer conferences than in 2025. Our USVA by Terhen Spa and coctail bar Kupoli has been a success from the opening, and we expect them to grow even more next year.

How do you maintain service consistency and keep teams motivated?

We lead from the floor and with values instead of long manuals. Short daily check-ins keep service sharp. We invest in people, when the team wins, the guest feels it instantly. There are also a lot of background processes that need to be top notch. It’s such a beautiful hotel so it would be ashamed to run it mediocrely. We have been blessed with such beautiful and excellent staff and managers so we could not be more happy.  

Staffing continues to challenge industry. How do you respond?

It is challenging but there are a lot of good people in the market at the moment. We hire for attitude first. Skills follows after that. 

Tell us about dining and wellness. Do you attract locals?

Dining and Wellness: Core to Our Experience
Dining and wellness are integral parts of our holistic guest experience. Hansa Café Bar & Brasserie offers an all-day dining concept—starting with breakfast, followed by lunch, weekend brunch, and, on weekend evenings, Beats & Bubbles, where live DJs set the tone for vibrant nights.

We’re proud to host Finland’s Best Cocktail Bar 2025 – Kupoli – delivering bold and precise creations that elevate every evening.

For wellness, USVA by Terhen Spa introduces guests to the traditions of Finnish sauna culture, offering an authentic and restorative experience—especially appreciated by our international visitors.

These services naturally attract locals as well. They are an essential audience for us, joining in for brunches, DJ nights, tastings, and themed events that make our hotel a true part of city life

How do you balance product and service?

Product and service go hand in hand; one cannot exist without the other. The product must be well-crafted, true to the concept, and consistently interesting. However, even the best product loses its value if the service doesn’t deliver.

We see the overall experience as a combination of product, atmosphere, service, and execution. When all these elements align, the result is a seamless and memorable experience for our guests.

What role does AI play in your hotel?

AI removes friction from work. Forecasting, pricing insight, and guest communication benefit from technology. Personal connection stays human. Data makes teams faster. Hospitality stays warm.

What rewards you most in this role?

I draw energy from people and connections. Every day is completely different, there’s no such thing as a boring day in this job. We have an amazing team that truly cares for our guests, and seeing their dedication in action is inspiring. Positive feedback from our customers is always a source of motivation and excitement for me.

What should guests expect in 2026?

Next year brings exciting new developments. We’ll continue to expand and enhance our services, building the future one piece at a time. Across every area, we’re committed to introducing fresh experiences while improving what already works always, striving to make each stay even more memorable.

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