HOTELIER OFF-DUTY: Marriott's Richard Bleakley

As hoteliers refresh their focus on understanding guest behaviours, it’s time to look at hotels through the customers’ eyes. For the new resident manager at JW Marriott Hotel Dubai, Richard Bleakley, the key is having staff that are always keen to go the extra mile

How do you book a hotel? (travel agent, direct phone call, direct email, online, mobile etc.)
Online, especially with Marriott as we show the best available rate.

When was the last time you used a travel agent for personal travel?
On business flying to the US last year as we have a preferred agent that Marriott uses for business travel

Front desk or self-service kiosk — which one do you approach for check-in?
Front desk - I like the personal touch and welcome experience.

What’s the first thing you do when you enter your hotel room?
Check the temperature and see how the lights work!

What would you prefer in your room — an espresso machine or kettle and a selection of fine teas?
Personally I’d like a kettle as I prefer tea to coffee.

What could you live without — in-room bathrobe and slippers, or guest bathroom toiletries?
In-room robe — it’s nice to use hotel toiletries so you can travel without them.

What’s worse — no spa or no bar?
Depends on the reason of visit but normally I would say no bar!

How much would you be willing to pay to use the internet in a hotel?
The expectation for quick access for a limited period is FOC but to pinpoint a price is dependent on the speed, length of time and security level of the service provided.

How long do you wait for room service before calling to chase it?
If I am in a rush, I would always set the room service people a time, otherwise I will only chase them if I feel hungry and the expected delivery time has elapsed.

What item do you always hope to find on the in-room dining menu?
A light chicken salad.

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What are you most likely to complain about in a hotel?
Bad smell in a bedroom.

What will make you recommend a hotel to a friend?
Quality of service and the hotel’s ability to understand the guest needs.

What’s your hotel pet peeve?
When a member of the team says they can’t do something to help out. A good hotel will always go the extra mile to help out.

What did you last pinch from a hotel?
From my last hotel before I moved to Dubai I accidentally packed a mobile sim card which I have since retuned!

What’s best - pool or beach?
Pool – every time!

What do you use - traditional menu or iPad menu?
We have traditional menus in the hotel but you can see everything is going towards i-tablet use.

How do you relax when not at work?
With my family and occasionally playing golf when time allows.

What’s your favourite holiday memory?
My honeymoon to Mexico, which was pure relaxation and being spoilt with fantastic food and service for two weeks!

What’s your best business travel experience and why?
Being upgraded on flights is always nice as it makes the journey that much more comfortable.

Which holiday experience would you rather forget and why?
A trip to Corfu on a budget - very poor accommodation and lack of hygiene standards.

Have you ever checked out of a hotel early because it was so bad? Why?
As above!

Which airport would you most hate to be delayed in?
Shannon in Ireland — there’s very little to do.

How many hours could you cope without your smartphone when on holiday?
If on holiday I like to check once a day to keep on top of things.

If you weren’t a hotelier, what would you be?
A professional footballer would have been nice!