GMs are responsible for their hotel’s reputation. How do you use social media for this? What are the challenges / opportunities?

Reputation management will be really important for the hotel industry in upcoming years. Considering there are millions of reviews written each day across a plethora of different platforms, the world wide web has the power of influencing one's decision making process; being able to manage your businesses reputation will determine success or failure.

Social media and mobile already live in symbiosis and we will only continue to see them merge over the course of this year. Mobile activity has allowed social media to live in real time by allowing users to create updates, tag friends and check in on their mobile devices. Smartphones represent 50 percent of new mobile devices being purchased and the growth of connected devices will only continue to rise. Ericsson estimates that there will be over 50 billion connected devices in circulation by 2020, including laptops, tablets and smartphones. In North America, 2014 will mark the first year that online access is greater from mobile devices than a desktop or laptop. Keeping an eye out for authentic ways to make use of emerging social/mobile applications will be of great value for hotels.

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What are you doing to target the younger generation? How are you balancing their needs with your more traditional guests base?

Atlantis, The Palm is the first entertainment resort destination in the region. Opened in September 2008, our unique ocean-themed resort features a variety of marine and entertainment attractions, as well as 17 hectares of waterscape amusement at Aquaventure Waterpark, all within a 46 hectare site. It is home to one of the largest open-air marine habitats in the world, with over 65,000 marine animals in lagoons and displays including The Lost Chambers Aquarium, providing a journey through ancient Atlantis. Aquaventure features 18 million litres of fresh water used to power thrilling waterslides, a 2.3 kilometre river ride with tidal waves and pools, water rapids and white water chargers. Dolphin Bay, the unparalleled dolphin conservation and education habitat, was created to provide guests a once in a lifetime opportunity to learn more about one of nature’s most graceful mammals. Atlantis, The Palm is also known as the culinary destination in the region with a collection of world-renowned restaurants including Nobu and Ronda Locatelli. The resort boasts an impressive collection of luxury boutiques and shops as well as extensive meeting and convention facilities.

With all these attractions we inspire guests of different age from everywhere in the world to come to our resort. Especially families enjoy the numerous entertainment opportunities with special kids activities. Atlantis is constantly innovating and providing new experiences for our guests – just in September last year we added a new tower to the waterpark with cutting edge technology rides or this year we launched the new Sea Lion experience. We are listening to our guests and always adapt to their changing needs but not only that we are surprising them what Atlantis has to offer and we never stand still.

What do you think will be the main talking point of this year’s GM Debate, and why?

In the centre of the hospitality industry is the guest; we should never lose sight of this fact. I believe that we have to be always a step ahead of guest’s needs and dreams of an ideal vacation. In my point of view the key to success in this industry is how to surprise guests, how to wow them.

Service is and will be a big influence factor. Service consists of four levels: basic, expected, desired and WOW. Basic service can be found at the post office whereas expected service can be found at most fast food restaurants and many businesses. Desired service is often found at good hotels and restaurants but WOW Service is the only way to ensure repeat business. By creating an impressive, unique guest experience that exceeds all expectations, you are able to capture the customer.

New technologies and social media are big influencers of success. We have to adapt to these developments and have to be cutting edge be on the website, interacting with future guests on social media or having a new app which makes navigation through the resort very simple for guests.

And last but not least tapping into new markets and bringing Dubai onto the travel map for guests from Australia, Brazil, US, China etc. is another key to success.

What is the main challenge Expo 2020 presents, and what is the main opportunity?

This win marks a new era of Dubai’s economic development and reflects the Emirate’s leading international position. Hosting the Expo 2020 is a clear testament to Dubai’s economic excellence and solid competitive fundamentals, which comprise modern infrastructure and advanced legislative systems attracting regional and international investments, in addition to the Emirate’s safe haven status and the social harmony enjoyed by its multicultural community.

Winning the World Expo 2020 bid is fantastic news for the hospitality industry, reaffirming Dubai as a world-class tourism destination and is a well-deserved win for the United Arab Emirates. Dubai will not stop there, with the additional demand created by World Expo 2020, the emirate, which has adopted the best standards in organizing exhibitions and events, will go from strength to strength. Dubai continues to implement a clear vision that leads this emirate and the UAE to more successes in various fields and sectors, travel and tourism in particular. Both the Exhibitions and Tourism sectors are achieving great growth in Dubai, the investment allocated to embrace Expo 2020 is very large.

Atlantis The Palm has always shown great support and excitement in the bid to host Expo 2020. As the leading entertainment destination resort in the region, our dedicated team is looking forward to showing our extraordinary hospitality in the lead up to Expo 2020 and beyond.