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!
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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
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