Fairmont The Palm, Dubai director of rooms Ian C. Taylor explains why taking the time to connect with guests and colleagues alike reaps rewards
When did you join Fairmont The Palm and what is your career background?
I joined Fairmont The Palm in January 2012, relocating from The Fairmont Chateau Lake Louise in Canada, where I was the director of rooms for three and a half years.
Prior to that, I was executive housekeeper at The Fairmont Banff Springs, and in 2004 I worked in the US as director of housekeeping at Four Seasons Palm Beach. Before that, I toured around Toronto with InterContinental Hotels, Delta Hotels and Hilton Hotels.
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What was your role in the pre-opening of Fairmont The Palm?
I was responsible for working with the rooms department in setting up the vision for service delivery at our hotel. I also interviewed and hired many of the team members within the division and worked closely on all purchases, product selection and brand requirements for our guestrooms.
What elements of the hotel are you most proud of?
I am most proud of the people that have brought our resort to where it is now — their smiles, their willingness, their belief in where they work, who they work for and watching them execute our brand vision.
What is your approach to managing the front office team?
Patience and repetition. Front office is the hub of the hotel, where every guest will gravitate to, where they share their experiences, seek assistance or more, and as a team I believe it is important to spend the required time with the guest.
I tell my team, “If guests want five minutes or 20 minutes of your time, take the time”. No two guests are alike and by spending quality time connecting with our guests we can treat them as individuals and ensure they are well cared for.
The technical side of life on the front desk doesn’t happen quickly, it takes patience and repetition to find your rhythm and feel comfortable balancing the technical with the emotive side of the guest experience.
What facilities will the children’s club offer?
The Fairmont Falcons Junior’s Club is a fantastic facility for children. The centre is purpose built for kids with safety in mind, following ROSPA guidelines (The Royal Society for the Prevention of Accidents).
Features include a gated exterior play area with artificial grass, a sand box for digging and a small splash park. The inside features bright colours and large shapes with a whiteboard, chalkboard and corkboard for artists to display their talents and a fantastic climbing wall for aspiring gymnasts. All the sessions are led by a team of qualified teachers from Kidz Inc, who provide safe, fun and educational programmes based on age groups from three-15 years.
What is special about Fairmont Gold at Fairmont The Palm?
Fairmont Gold offers guests two unique services. Our Afternoon Coffee service puts a twist on the usual and expected afternoon tea concept. We pair coffee with delectable pastries and introduce the guest to Arabic coffee and how it is made, complemented with dates and then leading to a nightcap where guests can enjoy a speciality coffee and relax in the lounge.
How many people are you responsible for and how do you motivate and manage them?
In the division we are just shy of 200 colleagues and a talented team of leaders is in place. One of the most important tools is time and I also believe that a lot can be accomplished over coffee. Another important tool though is belief — the team needs to believe in what we are doing, where we are going and how we will accomplish our long-term strategy and vision.
You are responsible for guest services; how do you monitor guest feedback?
Observing is a powerful tool, and I watch interactions, guest behaviour and evaluate how natural we are in responding to this as a daily means to the end.
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