09. Andreas Mattmüller, Chief Operating Officer, Middle East and Asia, Mövenpick Hotels & Resorts
Andreas Mattmüller has been with Mövenpick Hotels & Resorts for more than 14 years and has supported the swiss operator’s expansion from just four hotels in jordan, and a few in egypt, to 30 hotels across the GCC.
When Andreas Mattmüller joined the group, Mövenpick’s Middle East portfolio stood at just four hotels in Jordan, and a handful in Egypt, where the regional office was based. Today, the Swiss firm operates 30 hotels in seven countries in the Middle East and has seven new hotels in the pipeline in the region.
During his time with Mövenpick, Mattmüller has worked to enhance guest loyalty, and has supported the introduction of several initiatives in the region, including Cherish, a guest recognition programme, which aims to retain the loyalty of its regular guests and provide personalised services. The group integrated a rapid response system into that programme in order to satisfy guest requests in a quicker and more efficient manner.
The creation of a Guest Service Centre has enabled customers to call just one department and have all their requests carried out though a single point of contact, while a meaningful system to track and measure guest satisfaction was also put in place.
Training and career development have been other important areas of focus for the team. A Talent Development Centre has been created to nurture senior-level leaders as future general managers.
Top inspiration
“My father and his uncle, who owned a hotel, inspired and supported me when I decided to pursue a career in hospitality at the age of 15.”
By the numbers
Number of years in role: 8
Number of years with company: 14
Number of Middle East operating hotels: 30
Number of Middle East pipeline hotels: 8
Number of Qatar hotels: 2
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