New recruit: Bonnington's Bruno

Bonnington Jumeirah Lakes Towers new general manager, Bruno Guilloux, discusses unrest, staffing and being consistent

Having seen a recent spate of regional unrest, has the hospitality industry in the region changed in the last year?
Absolutely, and unfortunately not always to the advantage of the emirates’ neighboring countries. But the increase in arrivals coming to Dubai due to the unrest has given an unexpected boost to tourism recovery. Large companies abroad have relocated to Dubai as well as GCC leisure travellers, who have shifted their destinations to safer environments like Dubai and Abu Dhabi.

This sudden increase of arrivals has counter balanced the expected slow occupancy growth for the year due to new properties opening in Dubai. Hotels’ competition for next year will remain fierce and one will need to define a good balance between attractive pricing and consistent quality.

What is the most important part of a general manager’s role?
People and profit. Keeping our colleagues united and motivated in reaching our business goals.

What is your approach to staff recruitment and retention?
I am very much involved in the selection of our employees. As recruitment costs are continuously increasing, it is of the utmost importance to choose the right individual for any vacancy.

Also, ensuring the wellbeing of employees is crucial to retain valuable colleagues, and Bonnington JLT has greatly invested in providing a suitable living environment for staff. We recently moved our team to accommodation in Discovery Garden, a 10-minute bus ride from the hotel.

Have guest expectations of five-star hotels increased in recent years?
Definitely. Guests now expect the best for less. Travelling costs have increased and people are expecting value for money with consistent quality in services. Due to competition in the five-star market, more hotel offers are available at a more affordable price. The challenge is to keep the guests loyal to the property.