“We expect occupancy in 2014 to be the same as last year — in the high 80s,” explains Moore, adding that 2013 figures were 3% up on 2012. “Average room rate will go up by about 12% on last year because now we have more room types to offer — we never had suites before.”
The British national’s optimism can be linked to the recent announcement from Dubai Airports of a US $7.8 billion (AED 28.8 billion) expansion programme to boost capacity at Dubai International Airport from 60 million to 90 million passengers per year by 2018.
“As the airport grows, we grow,” he explains. “There’s a lot of competition coming up over the next five to seven years but Dubai just seems to absorb it. We increase the supply and the demand is there. It’s a very exciting time ahead with the announcement of Expo 2020.
| Advertisement |
It’s been said since I got to Dubai — ‘there’s x number of hotels opening, how are they going to fill them?’ But somehow Dubai just seems to bring more people in. It’s the crossroads of the world; the way Dubai markets itself, people just flock here.”
The addition of new leisure and MICE facilities, however, as well as a wider range of rooms, means that the guests Moore is expecting to see this year are not just the transient visitors he is used to, who stay on average for one and a half days: “Our business mix is changing,” he comments. “We’re expecting to see more leisure and business guests so average length of stay will be nearer two days.”
With a developing customer base, efficient staff will be key to the success of the refurbished property he admits. Moore is tasked with retaining and motivating the 580 employees of 45 nationalities, most of whom are living in the company’s staff accommodation, and he believes that his management philosophy has gone a long way to ensuring this.
“Staff here like being part of the Millennium Airport Hotel and they like being accessible to me. I have an open door policy and I think it’s important to have a good relationship with staff,” he comments.
“Over the years, I’ve learnt so much about how people from different cultures think and work,” says Moore who left his native England for Asia back in 1988. “I just always like to be fair to people, I make quick decisions and don’t leave matters hanging. I listen to ideas, praise where praise should be given and I don’t criticise or put down employees — they are our main asset so I work with them.”
The recreational facilities and excellent accommodation and catering are also crucial motivational assets according to Moore, who says: “In our staff restaurant we serve the same food as we serve in our all-day dining restaurant. We really try to accommodate their needs”.
He doesn’t avoid the elephant in the room, however; that recruiting talent is ever an issue in the UAE: “We know we won’t get skilled staff but as long as they have the right basic skills and the right attitude, then we train them”.
As well as skills training, the hotel provides new staff with a buddy to show them the ropes. However, this doesn’t negate the challenge that Moore shares with many hoteliers in the region : “Once we train them up, they tend to leave and other hotels take them — but that works in circles, we do the same to other hotels”.
Still, top of Moore’s list of challenges for the year ahead is not recruitment, but getting the new meetings facilities up and running “as soon as possible”. Additionally, with three F&B outlets opening in Q2 of this year, Moore hopes that turnover split will be healthier with 65:35 room revenue to F&B revenue, rather than the current 50:50 split.
“The hotel has moved with Dubai – as Dubai has grown, we have grown. It’s a very exciting time ahead,” Moore concludes.
Search our database of more than 2,700 industry companies
