While most of the staff stayed with Vida and Manzil from their time with Tsogo Sun, the new employees were hired through an X-Factor recruitment process, which required them to show off their best talents in front of other potential employees and the management team.
“It was great fun. We were looking for individuals who can entertain rather than people with a degree from a hospitality school. That we can train on site but the positive vibe is something you can’t learn from a book. We wanted people with a story to tell.”
However, hiring staff with attitude came with its challenges and management had to think of new ways to train and motivate them.
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“They had completely different issues from the normal employee. You had to explain to them ‘yes I know there’s nobody in the swimming pool but that doesn’t mean you can swim, you’re here to work!’ The challenge is you want people with attitude, but also common sense, so it was a balance.”
Consequently, the staff engagement activities are rather energetic too, with the 480 team members spread across the properties offered four fitness classes per week, which double as team-building exercises. There are also line staff vs management football games, which Viard admits tend to end in his team losing.
Other motivational tools include the usual employee of the month accolades, and a scheme whereby the ExCom signs a well done card for staff when they are named in positive customer feedback.
Viard also believes that himself and the ExCom have found a simple way to reduce turnover and increase employee satisfaction.
“We’ve managed to find a good way to communicate with the teams; we really see ourselves as being part of the day-to-day business. If you’re fair to people, they will be fair to you. We’ve reduced staff turnover drastically and we’ve increased employee satisfaction by another 5%.”
Ensuring there is room for staff to grow is also a priority for Viard, who admits he would like to progress within the company and “is not fixed” to his chair.
“I want to make sure that the next row is ready to take over immediately if one day I might move to something else. That’s why everyone is involved; it’s important my team get opportunities too.”
Future plans for Vida at least, have already been drawn out with the launch of Emaar’s Vida Residence, The Hills, which will feature 136 serviced apartments, and Vida Residence Downtown Dubai, a 57-storey property featuring 320 units. However, for Viard’s two properties, the focus is now on “fine-tuning” Manzil and continuing to innovate at Vida Downtown Dubai.
With international brands venturing forth with their lifestyle offerings, such as Canopy by Hilton and Radisson Red, Viard is please that Emaar, a local brand, has pipped them to the post.
“I’m quite confident we have the right resources and it’s the people you need to drive this. I don’t see any reason why we shouldn’t compete; we have a successful sales team.
“We developed in a short period of time and it was a huge risk doing something completely different. We had all those companies coming through the door to Vida to try it out and ask ‘How are they doing it?’
“They realise there’s a market and it’s great to have competition; we’ll benefit each other. We have an advantage because we are a home-grown brand; we really know Arabic hospitality,” Viard concludes.
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