HOTELIER AWARDS 2012: GM of the Year shortlist

These finalists will compete for the General Manager of the Year 2012 title in the Hotelier Middle East Awards to be held on October 31 at The Ritz-Carlton DIFC.

Below you will find extracts and testimonials from the shortlisted nominations for each of the candidates...

Horst Walther-Jones, Moevenpick Hotel Jumeirah Beach

About Horst
Horst Walther-Jones is an exceptional hotel manager with 35 years’ experience in the international hospitality sector. His career has spanned virtually every role from Commis Chef all the way to his current position as General Manager of the Mövenpick Hotel Jumeirah Beach. He holds a Master of Culinary Arts degree from Germany and has worked as Executive Chef, Director of Food & Beverage, E.A.M, Resident Manager and Project & Pre-Opening General Manager in some of the world’s finest private hotels and hotel companies such as Renaissance Hotels, Hyatt International, Jumeirah Hotels and now Mövenpick Hotels and Resorts. He has worked in Europe, Central America, China, Saudi Arabia and has been in Dubai for more than 13 years. He joined the newly opened Mövenpick Hotel Jumeirah Beach in December 2010 as General Manager. In his short venture he achieved miles stones for the hotel’s future; 5 Star rating, re-creating and launching the popular West Beach Bistro & Sports Lounge, design upgrade of all rooms in the hotel, Green Globe certification, talk of the town Friday brunch concept and much more. His success has been due to his strong leadership qualities and his genuine care for people. He has an individualized approach and treats all employees and guests with respect and equal attention. Through his leadership, Horst has built a foundation based on trust, entrepreneurship and friendships which resulted that he is surrounded by a team of colleagues who always can speak openly and have no fear to approach him for guidance.

Above and beyond the call of duty…
When Horst arrived in December 2010 the Mövenpick Hotel Jumeirah Beach was still not officially classified by the Department of Tourism and Commerce Marketing (DTCM) and was classified as a 4-Star hotel. Horst’s first goal was to convert this hotel into a classified 5-Star property. In just 3½ months, he converted the entire hotel operation to the standard of a 5-Star hotel in Dubai. Even though the hotel was virtually brand new it needed some detailed design improvements, some of which were required by DTCM to grant the 5-Star rating. Horst created new room types that gave the hotel a luxury uplift with a warm and modern design, new colour schemes and new Arabic décor accents to reflect the local heritage in a contemporary way. Horst Walther-Jones goes out of his way to promote not only his own hotel but also Dubai and the GCC. He spoke at the Customer360ME Summit at the Mӧvenpick Hotel Jumeirah Beach from in April 2012.This is the main conference in the Middle East focusing on positioning the customer experience at the heart of companies’ strategies to ensure long-term success. Horst participated in a panel discussion on “Bridging Diversity and the Differences in a Multi-Cultural Customer Base to Attract and Retain Customers in GCC Markets” where he discussed unique techniques to attract people to GCC markets, as well as the role of value-based segmentation and diversification. Horst takes corporate social responsibility seriously. He took the initiative to support families in need from Nepal by employing six young men and women in the hotel. He also arranged for the hotel to sponsor a child in an SOS Children’s Village. He has initiated regular blood donations from colleagues, discarded linen is contributed to the labour camps, lost and found items are given to charity organizations, and the hotel has participated in the “Cakes for a Cause” initiative for breast cancer and the “Make a Difference” campaign for World Diabetes Day. He is a strong believer that the happier and more motivated his colleagues are, the better the experience is for any guest. For this reason he initiated the hotels “Colleagues Welfare Committee”, which consists of colleagues from different departments meeting regularly to discuss relevant matters with the management. He also holds a monthly colleagues’ breakfast for the night shift and a colleagues’ lunch where he has face-to-face conversations at different employee levels. There are monthly staff gatherings called M People (Mövenpick People) where employees are recognized and rewarded for their achievements during the previous month. Horst is a General Manager who creates a work environment where people consider it a privilege to work, will be positively influenced and inspired for the rest of their lives, and this translates directly into the best service to hotel guests and increased revenue and profitability for the business – true excellence in hotel management.

Testimonials for Horst
“Dear Horst It was a pleasure to meet you personally on the occasion of my visit to Dubai and I would like to thank you very much, also on behalf of my wife Katrina, for the generous care during my stay in Dubai. For me it is by no means a matter of course to be greeted and treated as a king in a Mövenpick Hotel. You and your team did everything possible that we felt exceedingly well. Started with the wonderful royal suite for an absolute top rate, the driver at our disposal, the daily changing “sweets” in our room which certainly were made by the pastry chef, the access to the beach club of the hotel Ritz Carlton as well as, in general, your concern about our well being. You made our stay in Dubai to a wonderful experience and I thank you heartily therefore. I hope you like your work as a General Manager at the Mövenpick Hotel Jumeirah Beach and you will go on being successful. The first months of your work have been most positive and I wish you good luck and all the success needed. I look forward to meeting you personally again at the next opportunity and in the meantime wish you all the best. Kind regards, Guido Egli.” Email from CEO Mövenpick Holding.

“Mr Horst Walther – Jones is the complete GM, he is a Gentleman, well-schooled in the Hotel Industry with an understanding of all departments within a Hotel structure that he can assist and give his professional opinion to. But Most of all he cares a great deal about the most important assets of a Company and Hotel….. the people. All Decisions undertaken by Horst first considers the impact and implications for team members and he always has the time no matter how busy to have a one on one discussion with anyone whom needs his time for personal reasons His Knowledge of operations, Sales and Finance is amazing, a true all-rounder with experience built on many years in the Deluxe Hotel Market though out the world. Horst is very focused on driving daily improvements and keeps all management on their toes, but achieves his outstanding results though a caring attitude and great sense of humor.” Marcus Dudley, F&B director, Mövenpick Hotel Jumeirah Beach.

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Stephan Schupbach, Jumeirah Zabeel Saray

About Stephan
Stephan Schupbach joined Jumeirah in May 2006 in the capacity of Hotel Manager for the region’s leading corporate hotel, Jumeirah Emirates Tower. After two and half years he was subsequently promoted in January 2009 to the position of General Manager in Madinat Jumeirah and was responsible for two hotels, Al Qasr and Dar Al Masyaf. His commitment, passion and inspirational leadership with Jumeirah was rewarded with his appointment as a pre- opening General Manger for the opulent and luxurious, Jumeirah Zabeel Saray in June 2010. With over 20 years of international hotel experience, Stephan has a Degree in Industrial Studies from his home town of Aarau, Switzerland. He embarked his career as Sous Chef at The Regent Four Seasons Hotel in Hong Kong in 1992. He came to the region in 1996 and worked for Al Bustan Rotana Hotel as Executive Sous Chef for two years. Prior to joining Jumeirah, he worked as Resident Manager for One and Only Resorts in Dubai and Maldives. His professional experience also includes prestigious Ritz Carlton hotel Bachelor Gulch in Colorado, San Juan in Puerto Rico and Wolfsburg in Germany. During his career, Stephan has attended several professional development programs to further hone his analytical and strategic skills in association with Cornell University. He has recently attended the program from Institute of Directors in UK and awaiting his certification in November with specialization in Governance, Finance, Strategy and Leadership. Under Stephan’s leadership, Jumeirah Zabeel Saray was bestowed with UAE's Leading Spa Resort for 2011 & 2012, World’s Leading Spa Resort for 2011, by World Travel Award.

Above and beyond the call of duty…
Since its inception, Stephan has ensured that Jumeirah Zabeel Saray achieves local and international recognition, positioning the hotel as an opulent and luxury resort. During the opening of Jumeirah Zabeel Saray, Stephan ensured that the entire Executive team synergized to pave path for the successful opening of the hotel. To strengthen bonds, he organised several activities like Beach Volley ball, swimming competition in main pool of the hotel & Lawn tennis sessions. He personally ensured his presence for all these activities to energize his colleagues and create an enthusiasm and energy that unturned all the stones to achieve the vision of the hotel. Under his leadership, the leaders of the team attended a retreat every quarter reflecting the success achieved in the past and aligning the strategies to achieve the goal and long-term vision. Last quarter the team had the opportunity to experience competition and stay in different hotels in Abu Dhabi with their families. This allowed all the colleagues to not only understand the competition but also have the time to spend some great moments with families. In each retreat, he wrote handwritten personalized thank you cards for the colleagues highlighting their success and achievements which raised their motivation further to outperform themselves. He is also conscious of his social responsibility towards the community. His swift action and passion has our team and Zabeel Saray up front and center on several community and corporate responsibility programs. Children of the Mountain is a program that works to provide safe and secure schools, identify children not attending school and support them to gain an education in Nepal. Stephan has leaded the way and ensured we play a role in any way possible, even making COTM programs a key charitable focus for our property. Working with the JZS team with plans and hopes to raise awareness, raise funds and support the foundation not just for a one off event or fundraiser, however building a long term plan that can see our efforts and continues sustained in order to “make a real difference”. Stephan leaves no stone unturned when it comes to ‘getting involved his team involved” more recently he supported our property to enter a team into the Global Corporate challenge – providing a measurable benefit to increase the health and wellbeing of the team members and foster a work force with improved spirit and morale. Emiratization has been one of Stephan’s key Human Resources strategies.

Testimonials for Stephan
“Mr Stephan Schupabch is the most amazing person one could meet. As a Hotel Manager he is unbelievable . . . He is everywhere, misses nothing big or small. Every detail is spotted, supervised, and followed through to a successful conclusion, for his guests. He manages to create a very friendly, warm atmosphere among his staff, while at the same time earning enormous respect from them all. In all a great man that does a fabulous job. One in a Million.” Diana Roche, regular guest of Jumeirah.

“An inspiration for leadership, success and completion for Hospitality Industry- Stephan Schupbach has hereby reached top class Management. This lasting and standing impression Stephan has left on my family and myself is why I recommend him for the prestigious General Manager Award of the year 2012. The responsiveness and feeling that I can always be assured that I’ve made the right choice selecting Stephan's hotel makes him the right candidate. The Opening of Jumeirah Zabeel Saray sets an example to the extraordinary- nothing is impossible! Stephan reaches out to the guests in a different level- he reads the wishes off guests lips- provides high understanding not only of the core in his hotel, but has proven daily that he knows every single facette of the game, may it be the culinary or the entertainment front.” Dr. De Brabandt, regular guest.

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Hussein Hachem, Al Bustan and Al Murooj Rotana Dubai

About Hussein
Hussein Hachem has been an accomplished hotelier for over 32 years. He has started his hospitality career with Sheraton Hotel & Resort Abu Dhabi in 1979, successfully winning the Best Performance Award in 1980 by the Sheraton Management Corporation just merely a year after joining the property. As he went forward with his career, he also worked in Sheraton Munich in 1991 prior to joining Beach Rotana Abu Dhabi as F&B Manager in 1992. Moving forward, he became Executive Assistant Manager of Al Ain Rotana in 1998 and climbed up as General Manager of Al-Sayeda Zeinab Rotana in Damascus Syria. He moved back to Dubai as General Manager of Jumeira Rotana Dubai in 2001 followed by taking cover Al Murooj Rotana as GM in 2005. Consistently showcasing utmost professionalism, passion, dedication and excellence in the industry, the management of Rotana promoted him in 2009 as Cluster General Manager of Al Bustan and Al Murooj Rotana, two key five star properties in Dubai, the position he holds with great passion until now.

Above and beyond the call of duty…
As Cluster General Manager of two important five star hotels of Rotana in Dubai, Hussein Hachem has and continues to manifest his expertise in driving these two hotels to success. Hachem is well known in both Al Bustan and Al Murooj Rotana Dubai to walk the extra mile and give utmost priority and support to corporate social responsibility, charity events, and environmental initiatives as well as to be a very hands-on GM when it comes to employee welfare. Hachem has actively supported the Blood Donation campaign held at both Al Bustan and Al Murooj Rotana in 2011 and 2012 that was done for the benefit of Al Wasl Hospital. Majority of around 1,000 employees from both properties lined up to donate blood with Hachem being the first one on the queue setting a good example for his team and emphasizing how important the initiative was. On December 8th – 10th, 2011, Autism Around the World Conference, a very important meeting on special needs was held at Zayed University. Hachem has manifested his strong support to this noble cause by sponsoring the press conference (venue and F&B) for the said important event at Al Bustan Rotana, despite the high demands of meeting rooms during the said period. As Hachem mentioned, “It’s not about the revenue all the time, it’s about pulling strings to give back to the community and support very important causes.” This was highly appreciated by the organizers who have presented him with a plaque of appreciation during the event. In both Al Bustan and Al Murooj Rotana Dubai, around 30 employee activities per hotel were done in 2011 and 2012 which included movie nights, employee parties, monthly GM lunches, monthly Duroob lunches cricket matches, badminton matches, basketball matches, etc. Hachem has always been supportive of these activities and attended most of them despite the heavy demands of his job. He has even hosted and played in a volleyball tournament that had the department heads vs the rank & file team memebers, which has brought much delight to the employees.

Testimonials for Hussein

“Hussein has managed to give the term “hotelier” a whole new meaning and perspective. He represents highly positive added value to the hotels industry and is an excellent 1st class GM. He knows his business in depth and he is the right man for the job he is doing. As their client, we are assured to know that Hussein is a valued member of Rotana team and someone we can always count on. Over the past years, he has consistently gone above and beyond his job to satisfy us client by listening and making sure that he is able to address each concern. He is very responsive in a timely manner and even beyond his duty. I admire his professionalism in rendering good customer support and customer satisfaction at all the times, and he is a very honest and calm person.” Charbel Semaan, senior manager, Petrofac Emirates.

“I have been, still am and will always be a very loyal guest to Al Murooj Rotana because of the special care and treatment provided by the GM himself, Mr. Hussein Hachem. He always ensures we get the same high quality level of service regardless if the hotel is fully booked or not. He is a very hands-on GM and I am always happy to meet him every time I visit Al Murooj Rotana.”Tareq Al Rub, commercial director Middle East and North America Flavors, Firmenich.

“ I have been collaborating directly with Mr. Hussein Hachem at Al Bustan Rotana Dubai for over 2 years and under his umbrella as Cluster General Manager of Al Murooj Rotana and Al Bustan Rotana. I can tell that he is very much driven for results, sticking to deadlines and placing the objectives at challenging levels. I know him as a man displaying honesty and integrity, making him a model for all colleagues. I have personally learned a lot under his direction, and taken from his experience of our industry which he does not miss to share with others. He is very well appreciated and respected by his team members for both his frankness and fairness in handling matters, while his experience and level of expertise is well recognized by his peers.” Franck Royer, executive assistant manager, Al Bustan Rotana Dubai.

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Aly Al Baity, area general manager, Dar Al Iman InterContinental

About Aly
Aly Al Baity is one of the most talented Area General Managers in the region, being an effective and well known person in the hotel industry with a wide acquisition of market knowledge. Although he is the youngest AGM in the Kingdom of Saudi Arabia, he creates a solid, well known name for himself serving IHG more than 14 years in the same area, InterContinental Dar Al Iman, which preserves a decent reputation for MEA region, for the property he is working in and for his personal career. His passion, aptitude, and willingness to go the extra mile were recognized, as he has held various positions at Intercontinental hotels Madinah and was appointed as General Manager of Dar Al Iman InterContinental since 1st March 2009. Since then, Aly has introduced several changes which resulted in the development of the hotel. His support to sister hotels in Madinah led to his promotion as Area General Manager for IHG Madinah hotels since 1st January 2012.

Above and beyond the call of duty…
Community support and care is one of the strongest points of Aly Al Baity, Below are some examples of his initiatives and deeds towards the community and environment along with his team. He assigned a staff member to collect all left over food and distribute to the people in need outside which show his highest degree of man kindness. Completed several Tree plantation activities in the city to preserve our greenery world. Spent one full day with disabled children in their compound to show his care to those children who are in special needs. Frequently calling clothes donation campaigns to support the community where all our employees donated their old and new clothes. Old clothes washed, pressed and packed in the hotel own laundry. Aly is physically monitoring this activity to encourage all our employees. One of his initiatives along with the team was “Keep our city clean” program. As the city of Madinah is holding uncounted Islamic heritage and history, Aly is leading his team to clean the most spiritual places in the city. Regularly, Aly is personally inviting orphans to enjoy breakfast, lunch or dinner in the hotel during special occasions like EID Ul Fitr & EID Ul Adha. Blood donation campaign is one of his initiatives where he encouraged all employees to join in this noble activity to show care.
He donated school bags to orphans as one of community activities. By his initiative, our hotel sponsored a campaign conducted by ministry of health on “protecting the child from family abuse”. Provided complimentary rooms to accommodate invited representatives. One of other support the community initiatives was cleaning and maintaining Mosques along with his team. The name of Aly Al Baity is an inspiration to the young generation while his heart and soul is creating leaders and encouraging the entire hotel team to work better together to achieve goals as well as his countless support to the community and environment. For these reasons, we tend to nominate A as General Manager of the year in the prestigious Middle East Hotelier Award 2012.

Testimonials for Aly
“We convey our most sincere thanks and gratitude for your efforts and dedication in assisting our guests and pilgrims to the Prophet's Mosue.” Al Salih, Campaign for Travels.
''We are lucky and proud to work with Aly Ahmed Al Baity, our Area General Manager for IHG Madinah hotels.'' The department heads of Dar Al Iman and Dar Al Hijra InterContinental during the executive party.

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Serge Zaalof, president/managing director, Atlantis The Palm

About Serge
Serge Zaalof’s interest in hotel management stems from his first job in 1978 after he graduated from Lycee Maurice Ravel, College Harriet Baita and ETC Hilton International Basel in Switzerland. From starting his career in hospitality to the heights of becoming the President & Managing Director, Serge has always been enthusiastic and passionate about his work. Serge has worked and gained experience in many countries throughout North America, Europe, the Caribbean and Asia.
Serge’s career spans over 34 years in the hospitality industry. Below are the key highlights of his career:
1) Apprenticeship – Restaurant Manager, Bar Manager, Beverage Manager, Assistant Chief Steward and Cost Control – London Hilton UK ( 1978-1985)
2) General Manager – Trader Vics, Washington DC USA ( 1985 – 1988)
3) EAHM Food & Beverage – Royal Berkshire, UK ( 1988-1990 )
4) Director Food & Beverage – Hyatt Cancun, Caribbean ( 1990 – 1992)
5) EAHM Food & Beverage – Hyatt Birmingham, UK ( 1992-1995)
6) General Manager – Hyatt Regency, Casablanca ( 1995-1997)
7) General Manager Operations Review for hotels in Tunisia, Dominican Republic and Jamaica ( 1997-1998)
8) General Manager – Jumeirah Beach Hotel Dubai ( 1998 – 2001 )
9) Opening General Manager – Madinat Jumeirah Dubai ( 2001 – 2003 )
10) Resort General Manager – Madinat Jumeirah Dubai ( 2003 – 2006 )
11) Senior Vice President, Jumeirah Asia Pacific – China ( 2006 – May 2008)
12) CEO Wasl Hospitality - Dubai ( 2008 – 2009 )
13) CEO Office of HRH Princess Haya Bint Al Hussein ( 2009)
14) President/Managing Director, Atlantis, The Palm in Dubai ( Late 2009 till date)

Serge Zaalof has had an established and noteworthy career in the hospitality industry. He is constantly innovating new experiences for his guests while developing his team. His constant drive for perfection is infectious and is evident in everything he does!

Above and beyond the call of duty…
For Serge, nothing is above and beyond—it is who he is—whether it be for a guest, his team, or the community. Serge is often up before the sun, welcoming guests to the resort. Most of them unaware of who he is, he wants each and every guest to be welcomed. Evidence of this, are touching guest testimonials coming from delighted individuals about his warm and genuine hospitality
Serge rarely takes a day off- he lives and breathes Atlantis. This is total commitment. This gives him an opportunity to see things that other people do not see and odd times of the day or night.
Serge has been responsible for the formation of the Atlantis Environmental Committee (AEC). Formed in early 2011, the committee includes representatives from all the divisions in Atlantis. Under Serge’s leadership, the committee has been responsible for the implementation of the new “Used Cooking Oil Project, which has helped reduce the resort’s consumption of diesel by 40,000 liters’ a year, as well as reduced the carbon footprint from the resort’s operations (as Biodiesel produces lesser hydrocarbons than diesel fuel).
As a direct result of the AEC, in the last twelve months there has been a large and substantial reduction in the consumption of utilities (Gas, Chilled Water, potable water and Electricity by an overall of 10%) Gas- down by 50%, Chilled Water down by 20%, Potable Water down by 4%. These savings go a long way towards the reduction of the carbon foot print as well as equate into millions of dirhams of savings on utility bills! Serge regularly attends team member events, sports competitions and parties at the Team Member accommodation. He is very popular amongst the team members. He believes in the personal and human touch. On one instance, he even bought a state of the art weighing scale that measures body mass index and fat composition as well as a pedometer for measuring the used up calories and the amount of aerobic steps walked throughout the day for a team member who had shared with him that she was looking to reduce weight! He encouraged and helped the individual because he is personally concerned with each and everyone’s wellbeing.
Serge is not afraid to get his hands dirty. His genuine concern and sense of responsibility are truly exemplary. In a recent small fire that took place in the Team Member accommodation, Serge was one of the first people to arrive on site to help. He was there within minutes, with a mop helping clean up the corridor from the water and foam used in putting out the fire. Serge even went door to door on the effected floor to ensure each team member was okay and if there was anything he could do to help. Serge’s immediate and timely action was appreciated by the Team Members involved. His actions once again demonstrated that he can be relied upon and that his courage is admirable! Serge’s passion for providing the best experience for his guests, his incredible innovation and the inspiration he provides to his team makes him a deserving recipient of this prestigious award.

Testimonials for Serge
“Serge Zaalof deserves to be recognized at the Hotelier Middle East awards for numerous reasons. He is a natural leader because he inspires respect and confidence in all who deal with him. He is authoritative yet fair, he is direct but always honest, he has very high standards but is always reasonable and he has a strong, seemingly intimidating character but is always very responsive, kind and approachable. In addition he is always available whether it be during the working day or during his time off. We have a professional relationship because we are retailers in the Atlantis but he gives us his personal mobile number and any question or problem that ever arises is dealt with in a swift, professional manner. This is not the case with other GMs who keep a distance from their partners and employees. He is a pleasure to work with and we would be delighted if he wins GM of the year!” Dina Karam, marketing director - UAE Trading Co.

“Serge is unpredictable compared to traditional GM that stays in office and manage the hotel from the desk… Serge is EVERYWHERE in the Resort ( front of The house and back of the House ) enhancing the product , the guest experience and the team member’s wellbeing. Serge has a constant need of achievement at many levels: ideas to generate more revenue, ideas of improving guest satisfaction, concerns about team members well being. Working with such a leader, makes you feel everything is possible and achievable. Serge sees the product from the guest point of view and this is something that is not so easy after years working in hotels! His team is empowered and trusted to delivered outstanding service at all time. Good is never enough and this raises the bar very high. Serge is hugely creative and has the “ Midas touch “ , it turns ordinary to extraordinary. He is very switch on the local market but also very on top of what is going on in this industry. This helps to stay way ahead of our competition and push the team to new challenge and new ideas …. Serge sees growth in people = each individual is a big potential to the organization. If you listen to Serge carefully, everything he does or says fits our brand dimensions and drives the goals .This is what makes him unique. He has an open door policy and this is so important as at his level you would expect to make appointment before meeting him ! The time spent with him is always brief but productive.” Khadija Ait Rais, director housekeep Atlantis The Palm Dubai.

“The family and I have been frequent guests at your fantastic hotel for three years now and although we holiday every 6-6 weeks and have the desire to explore new luxury destinations throughout the world always fee drawn back to The Atlantis which is unusual for us. Having originally come recommended by our luxury travel agents Wayne Pollock we are now such a lover of the hotel that it is a firm recommendation of ours to everyone we meet. Having vast experience of luxury hotels all over the world without a doubt Serge Zaalof is one of the best General Managers we have ever met. His attention to detail, courtesy, manners, friendliness and kindness are second to none. I am an absolute perfectionist when it comes to vacations and usually there is something that possibly fails my expectations yet every time we have visited your hotel Serge has ensured that every request and need has been satisfied. This is totally amazing considering the sheer size and numbers involved in the Atlantis. How one man can oversee such an enormous entity with the attention to detail he applies is truly unique and outstanding. This factor alone sets him apart from other General Managers we have met and certainly when we compare the hotel to similar in Vegas which is possibly the natural size comparison there is no competition and The Atlantis is far superior in all it delivers. The team that Serge has around him obviously have been managed and mentored very well by him because they apply his same sense of dedication, attentiveness and care. Everytime we visit we are amazed at the true level of luxury service you deliver from such a massive hotel. Serge ensures the guests irrespective of spend and personal standing have a wonderful experience which results in the high level of guest retention and recommendation we have seen and experienced. We are due to return yet again this October and December and as we ever are all looking forward to what we know will be a memorable and wonderful vacation delivered by one of the General Managers and teams in the world.” Steve & Kellie Hampson, The Old Rectory, Nottinghamshire - UK