Interview: Emirates Palace hotel manager Leon Baum

Emirates Palace hotel manager Leon Baum explains the importance of training and motivation at his property, and how he gauges employee performance using social media

When did you join Emirates Palace and what are your responsibilities?
I joined Emirates Palace in August 2014. I am responsible for overseeing daily operations at the hotel and ensuring the implementation of key strategies and new initiatives.

What is your background?
I have 18 years of experience in the luxury hospitality industry. I began my career in 2006 with Kempinski Hotels as general manager at The Stafford London by Kempinski, followed by Ciragan Palace Kempinski Istanbul as hotel manager. After that I moved to the UAE to join Emirates Palace as hotel manager.

How do you use technology in your role?
Technology has had a positive transition in to the hospitality field and now hoteliers are able to increase their services and efficiency, courtesy of these new gadgets. Also, as both guests and employees become increasingly tech-savvy, and connected to their smart devices at all times, it has become imperative to stay updated and abreast of modern technological innovations.

How do you train and motivate team members?
One of the most important components of my role is to lead the team of 2000 passionate hoteliers who work at the Emirates Palace. The key to this is visibility, so I always ensure I do daily tours of the property’s extensive grounds and engage with the team. At Emirates Palace we have a dedicated training department that works diligently throughout the year. Our department ensures that each and every one of our employees develop skills that help them perform their duties par excellence, and develop skills that will help them in their daily lives beyond the work sphere.

Do you think customers are always right, or can you say no?
There are certainly occasions when of course, the answer is no; however, the very meaning of the word hospitality is to accommodate. Therefore, it is often just a case of offering an alternative solution to the customer, which is beneficial for both parties‎.

How do you monitor the success of your efforts/team in terms of guest satisfaction?
It’s no secret that happier people perform better; therefore, the key is to create a work environment that is both challenging and rewarding. When this is achieved, it naturally leads to a higher output on the service side and better guest experience. We use a number of tools to monitor employees’ performance and guest satisfaction, such as mystery shoppers, reviews, social media posts and employee satisfaction surveys. By analysing the feedback, we can identify trends and we are able to address issues, improve satisfaction and, most importantly, build on successes.

What would you say are your most significant achievements in your role?
We’ve had a fantastic year! In terms of our financials, we saw a marked increase in top line revenues, particularly in our restaurants. In December 2014, we recorded the highest ever monthly revenues in the history of Emirates Palace. We were also awarded a number of highly regarded accolades, which is a great credit to our staff.

Five top tips for effective rfront office management
- It’s all about planning your days, weeks and months. The more you plan, the better you execute.
- Front office is all about people. One needs to have the right person in the right place with the right mind set.
- Empowerment makes it easier to achieve the highest level of service.
- It's not about meeting or exceeding expectations, but about how you amaze your guest that makes the real difference to them.
- Be open to innovative ideas — that is what 21st century hospitality is all about after all.