What is your career background?
I started my career in the stewarding department as a pot washer at The Fairmont Banff Springs, a summer job after school in my home country, Canada in 1997. Since then, I have spent my entire career working with FRHI Hotels. I have worked in the front office, rooms division and operations across many properties including Fairmont Château Laurier, Fairmont Royal York, Fairmont Singapore and Fairmont Baku.
What are your responsibilities at the hotel?
As the director of operations, I am second in command after the GM and work closely with all departments to guarantee that an effective and efficient operation is taking place. I am also responsible for delivering the Fairmont brand promise consistently, to ensure our colleagues, guests, partners and owners are satisfied.
What has made you stick with FRHI for nearly two decades?
I can proudly say that I am a part of a 125-year tradition. It renders a special feeling to connect guests across destinations, providing them with memorable experiences. FRHI’s values of respect, integrity, team work, accountably and excellence are the foundation for everything we do. These values are constant, regardless of level in the organisation or location in the world. Effective and carefully tailored training and development programmes are offered to all colleagues as well, which plays a major role in enhancing their skills and career progress. These programmes have helped thousands of employees worldwide throughout their career, including myself.
| Advertisement |
What did you learn after working in many countries?
I had the opportunity to learn more about new cultures and traditions. These experiences helped me understand the people that I work with and adapt to the local ways of doing business and work together, to achieve excellence. You can build the most luxurious hotel in a fantastic location, but without the right people offering the guests memorable travel experiences, the hotel is worthless. Guests are people like you and me, looking for good service, friendly and hospitable faces to help them feel at home away from home. The key is to know the guest, their needs, preferences and expectations — then exceed them and win a loyal ambassador to the brand in the bargain.
Have you found any similarities between Dubai and other markets in the world?
I see a lot of similarities with Dubai and my native Canada, packing in a multi-national work force, along with rich cultural surroundings and an opportunity to meet people with different backgrounds. Dubai has proven to be one of the most important cities worldwide. It also offers a competitive market that expects and accepts only excellence in quality, services and facilities.
What would you say are your most significant achievements in your role?
Building trust amongst my colleagues, peers, corporate executives and owners wherever I have worked. I have always looked at identifying talent and helping them translate that into successful careers. The property’s successful ‘Green Key’ certification was special to me, which showed commitment of every colleague enroute winning the certificate. Since I joined the hotel, it has won several awards as well.
How have hotel operations evolved?
The digital world has expanded offering an additional tool to explore and expand to new markets, and reach new audiences especially through social media. Hotel guests are seeking more from the hotel then just a stay: they seek ‘an experience’.
Search our database of more than 2,700 industry companies
