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.
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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
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