What is your career background?
I have worked in front of house operations with international chains such as Hilton and Iberotel, and now with Rotana over the last nine years. I started my career as a telephone operator in 2005, and worked my way up through many hotels in Egypt. In 2008, I moved to the UAE and worked as the front office supervisor at the Iberotel Miramar Al Aqah Beach. In 2010, I shifted base to Dubai Iberotel as the night manager and was part of the pre-opening team. A year later I joined Oryx Rotana in Qatar as assistant director of front office.
What are your responsibilities at Al Manshar Rotana Hotel?
It is my responsibility to oversee guests’ journeys much before they arrive, up until their departure. I also ensure the highest level of service is provided, keeping in mind guest satisfaction and requirements.
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How do you use technology in your role?
The nature of my job involves multi-tasking — having to plan, organise and prioritise several aspects of my day. Technology has played its part and enabled me to stay connected on the go. For example, I review emails while sipping my morning coffee. Technology plays a big role in helping me be more efficient at organising agendas and work flow sheets.
How do you train and motivate team members?
I get involved with the operations and interact with guests personally. I prefer to set an example myself, which allows me to get a feel for what my team experiences. When you get involved and do what your team members are doing, it helps them relate to the job, and in turn, motivates them to put in their best efforts. We adopt an ‘on-the-job’ training concept, which helps fine tune practices and methods to effectively educate and develop a team.
Are customers always right, or can you say no?
At times, guests could misunderstand the rules or protocol followed by hotels. But as hoteliers we have to understand the matter from the guest’s point of view. If we sense that the discussion is heating up, we present alternatives without ever making guests feel uncomfortable or embarrassed. Even if it’s not the hotel’s mistake, it’s best to find a solution and make their experience an enjoyable one. Definitely, we cannot say no.
How do you monitor the success of your efforts/team in terms of guest satisfaction?
We monitor success by analysing reliable feedback sources, direct guest comments, verified feedback from online travel agents and Rotana’s satisfaction survey.Moreover, we gauge success based on the percentage of repeat guests. The higher number of guests choosing our services repeatedly translates into the team’s success.
What would you say are your most significant achievements in your role?
The focus is on building a strong team, developing their skills and rendering the best service to our guests. Ensuring they remain loyal to the hotel and identify with the service we provide is what I would consider as my achievement. I am very proud of the entire team, with the progress they have made and the knowledge they have gained along the way.
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