Taj Palace Hotel Dubai’s new revenue and reservations manager Mohamed Mahran reveals his strategy for boosting online bookings and revenue in a competitive market and observes the challenges posed by dynamic pricing in the world of hospitality in the Middle East today
What first attracted you to the hospitality industry?
Put simply, I like dealing with people. I also believe that Egyptians have the hospitality sense by nature so it was natural for me to start my career in the hospitality industry.
What was top of your to-do-list upon joining the Taj Palace Hotel?
My first job was to rearrange the revenue and reservations [processes] according to Taj Hotels’ standards of operation as well as reshaping the website and the revision of the hotel contents on the main GDS channels.
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How are you planning to increase bookings through the website, and what benefits will this bring?
The website is one of the most important cores of revenue management and we have started to completely revamp the website, as well as hotel content on all websites we have partnered with.
For hotels, online bookings make up an average of 25% of the total bookings and reach up to 40% of all bookings in some hotels. Online activities like maintaining the rates and online marketing campaigns and promotions might be a base to increase the online bookings and consequently the revenue.
How will increasing competition impact you as a revenue manager?
The ability to be flexible to meet guest requirements and protect market share is the key to success in revenue management, In regards to the expansion of the Dubai market, I believe that at the end the guests are most likely to choose the hotel which meets their requirements and needs with a reasonable price
How is working in Dubai different to other places you’ve worked in?
Dubai is a unique market where you can find all kinds of tourism. The number of nationalities visiting and working here is unbelievable. It is a dynamic market that changes from moment to the next, so it is a completely new and valuable experience which takes time to understand and get used to. It’s most definitely an important step in my career.
How has your role evolved?
Technology has changed many things in the revenue management role. It has made it much easier, but has caused challenges at the same time. Previously revenue management was focused on the leisure and corporate business segments, but now it is dealing with dynamic business and pricing. Even the name has changed in many places to “the demand manager”, which gives you an idea of the nature of the role.
What attributes make a good revenue manager?
Revenue managers must be proactive, smart and most importantly be able to adapt to situations quickly.
My CV
- 2011-2012: Al Raha Beach Hotel, Abu Dhabi, UAE, revenue manager
- 2010-2011: Al Raha Beach Hotel, Abu Dhabi, UAE, associate revenue manager
- 2008-2010: Al Raha Beach Hotel, Abu Dhabi, UAE, reservations manager
- 2008: Steigenberger Al Dau Beach Hotel, Hurghada, Egypt, reservations manager
- 2005-2007: InterContinental Abu Soma Resort, Hurghada, Egypt, reservations and duty manager
- 2004-2005: Movenpick Resort & Spa El Gouna, Hurghada, Egypt, reservations supervisor
- 1999-2004: InterContinental Cairo Semiramis Hotel, Cairo, Egypt, reservations agent
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