HOTELIER AWARDS 2013: Hotel manager finalists
With just one month to go until the Hotelier Middle East Awards are held at the world’s tallest hotel, JW Marriott Marquis Dubai on October 30, it is time to unveil the shortlist.
In total, 90 hoteliers across 18 individual awards categories have been shortlisted, along with five hotel teams for the coveted Team of the Year Award.
Here we unveil the finalists for Hotel Manager/EAM of the Year Award, a new category for one of the most important roles in the industry.
Luke James, operations director, Media One Hotel
ABOUT LUKE
Luke qualified with a Bachelor of Business in Hospitality Management from SHA International College of Hotel Management in Switzerland in 2001. He has worked with international hotel groups around the world including Hyatt and Hilton Worldwide as well as Jumeirah and Monte Carlo Beach Club in the UAE in various capacities. He joined Media One Hotel in February 2012 as Operations Director reporting directly to the General Manager.
WHY WAS HE NOMINATED?
Luke’s efforts to introduce new promotions to F&B operations have seen profits soar over the past year but it is his commitment to standards, attending to guests personally during shortages in key staff members, implementing brand excellence and encouraging professional growth among team members through training programs that really stood out.
WHAT DID HIS TEAM SAY?
“Luke is a unique Operations Director; he is instrumental in the incredible results the hotel has achieved over the last 18months. His dedication to support the teams and being staff focussed has had a great influence on the reduced staff turnover. Luke is efficient, yet casual; friendly and low key, but drives all the key initiatives for the hotel, motivating all the enthusiasts to 'GO BEYOND' to achieve the required results.” Sally Meech, director of marketing communications
WHAT DID HIS GUESTS SAY?
“Luke understands that guest satisfaction is critical to the success of the Media One hotel. Whilst most of our clients ask for weekly feedback and reports, Luke has driven us to provide daily feedback not once but twice a day – Positive reviews are sent to his marketing colleagues but he deals personally with any problems himself, tackling any flaws in the service offering honestly, openly and with humour.” Simon Stockwell, director, Isee International Consumer Insights Specialists
Please click through to next page to find out who else is shortlisted…
IMRAN CHANGEZI, HOTEL MANAGER, JUMEIRAH EMIRATES TOWERS
ABOUT IMRAN
Imran joined the hospitality industry at the age of 17, starting in the rooms division and working his way up at hotels in Saudi Arabia and Dubai. He joined Jumeirah Hotels & Resorts in 2000 and grew from strength to strength working within the company across several hotels including Burj Al Arab, Jumeirah Beach Hotel, Jumeirah Bilgah Beach Hotel, Baku, before eventually joining Jumeirah Emirates Towers in 2012.
WHY WAS HE NOMINATED?
Imran has implemented simple measures on a daily basis to determine the day to day success of tasks. He places equal importance on the three most essential parts of the business – colleagues, guests/customers and profitability. He introduced a performance management system to measure departmental success and individual leadership success for each member of the executive committee at the hotel and is constantly in touch with guests and encourages guest feedback for employee training and development.
WHAT DID HIS TEAM SAY?
“Imran has been a wonderful addition to the team at JET since he joined in July 2012. When it was announced that Imran would be joining the JET team there was so much positivity from all who had worked with him previously in Dubai. It is clear why everyone was so pleased he was joining the JET team, he is an excellent example of a leader: approachable, inspiring, creative, results driven, intelligent and caring.” Melanie Buttle, director of human resources, Jumeirah Emirates Towers
WHAT DID HIS GUESTS SAY?
“He goes above and beyond the call of duty to execute a flawless luxury hotel stay. He is a true professional. He is very polished, well spoken, and very personable. He and his staff bring a level of comfort and warmth to the hotel, which I don’t normally feel at a 5 star luxury hotel. No challenge is too big for Imran…he is solution oriented and does whatever it takes to make the guest happy and bring success to the hotel.” Lisa Iaquez
Please click through to next page to find out who else is shortlisted…
Kay Uwe Wolfel, director of operations, Ramada Plaza Jumeirah Beach Residence
ABOUT KAY
Kay Uwe Wolfel has been the director of operations at Ramada Plaza Jumeirah Beach Residence for a year now (since September 2012) and is mainly responsible for smooth operations and managing 227 housekeeping, engineering, food & beverage and security associates. In addition, Kay is responsible for the entire hotel’s operations in the absence of the General Manager.
WHY WAS HE NOMINATED?
Kay has been instrumental in actively managing the F&B function and increasing revenue at Ramada Plaza, which has resulted in Fogueira becoming one of the most popular Brazilian restaurants in the city. Under his leadership the hotel has also slashed energy and water consumption costs through measures such as replacing lights in public areas and installing water aerators on faucets.
WHAT DID HIS TEAM SAY?
"Kay is the backbone of any operation – he works like a well-oiled German machine and is a great colleague I can count on. Where experience meets skills and no challenge is too big or impossible to overcome – this is where Kay is – the best Director Operations I ever had.” Michael Zager, GM and VP, Wyndham Managed Operations EMEA, Wyndham Hotel Group
Please click through to next page to find out who else is shortlisted…
NORBERT HELMUT BORSZCZ, EXECUTIVE ASSISTANT MANAGER, INTERCONTINENTAL HOTEL JEDDAH
ABOUT NORBERT
Norbert started his career in 1983 in the Kitchen of a Maritim Hotel in Germany as Trainee. After spending several years as chef at international hotel chains such as Marriott International and IHG, Norbert joined nterContinental Jeddah in 2008 and was promoted to F&B Manager in 2009 and then director of F&B in 2010 before finally being appointed EAM in January 2013.
WHY WAS HE NOMINATED?
Norbert has championed CSR causes at the hotel, from blood donations to beach and mosque cleaning campaigns. He also upgraded staff accommodation to include facilities such as a cinema, a gym and new furniture, leading to high employee satisfaction scores. Norbert also works closely with the marketing team to implement promotions and activities at the hotel throughout the year to increase revenues.
WHAT DID HIS TEAM SAY?
“I know Mr. Borszcz for 10 years and for about half of that time worked with him directly under F&B Department. I have seen his great metamorphoses from a strong Executive Chef to a respected Executive Assistant Manager of the hotel. Mr. Norbert is very detailed-oriented, organized and knowledgeable. He is very accommodating and delivers results above and beyond our management and guests expectations. He is very passionate with learning new things and is always willing to share his expertise.” Michael R. Borbolla F&B Coordinator and Quality Assurance InterContinental Jeddah
WHAT DID HIS GUESTS SAY?
“During our company events at InterContinental Jeddah, as well during several events from American Business Group Jeddah, I had the pleasure to met Mr. Norbert Borszcz personally who is an excellent host. He ensures all the time that all our requirements are fulfilled as requested as well that the service to our guests and management is up to the highest level.” Jeff Gorman, business development, Saudi Bin Laden Group
Please click through to next page to find out who else is shortlisted…
WAEL MAATOUK, HOTEL MANAGER, THE RITZ-CARLTON, RIYADH
ABOUT WAEL
Wael Maatouk has been serving in the hotel industry for over 15 years. He graduated with a Bachelors of Business Administration in Hotel Management from the University of Quebec, Montreal. Wael joined The Ritz-Carlton, Riyadh back in December 2010 as a second team member of the pre-opening team. He has been instrumental in turning the 493 Rooms & Suites hotel with 745 staff into an opulent palace with yearly revenues of 60 Million Dollars annually. He has led the hotel on a road of continuous improvements throughout its almost 2 years of operation and was instrumental in setting the foundation of the pre-opening team.
WHY WAS HE NOMINATED?
Wael Maatouk has been the driving force behind the hotels high customer satisfaction scores. Sensing a need to focus on customer service he created a team in the hotel called the “SWAT” Team (Special weapons and tactical Team) which is comprised of team leaders from different divisions around the hotel. Through weekly meetings with Wael the team looks at the feedback and trends in the hotel and devises an action plan that will impact the guest engagement. Wael also developed contingency plans for the low season, which reduced costs without affecting guest satisfaction.
WHAT DID HIS TEAM SAY?
“Having worked under his direction for the past two years I have always been amazed by his ability to achieve the goals of the hotel while running the operation of a 493 rooms & suites hotel and helping everyone who comes to his open door. It is truly amazing.” Matthew Krupski, quality manager
WHAT DID HIS GUESTS SAY?
“I would like to thank you and your staff for the warm welcome and kind hospitality during my stay in Riyadh. Your extraordinary support allowed me and my delegation to work productively and rest comfortably while at your beautiful hotel.” Hillary Clinton