To what extent do you need to agree with customers before you can say no?
There are times when the customer is not right, and correcting them or educating them would be in both parties’ interest. If there is danger or any kind of threat to themselves or others involved, we must stand up for what is right and educate the guest.
Could you tell us a few of the trends developing in the hotel industry?
With Dubai envisioning 20 million visitors to the UAE by 2020 when Dubai will host the World Expo, the hospitality industry is facing exponential growth. With a substantial increase of hotel rooms, prices are more competitive. Moreover, each hotel is doing its best to upgrade, innovate and offer the best possible product in terms of luxury services, entertainment and overall guest experience.
What would you say are your most significant achievements in your role?
The most significant achievement for me will always be the humane connection I have developed and shared with my team members and guests. When I have helped motivate a team member, or supported their growth, or enhanced a guest’s experience, these are my biggest achievements and keeps me motivated.
Top 5 tips to guarantee guest satisfaction:
- Be a quick thinker and take action quickly.
- Be a good listener and understand.
- Be flexible to any kind of scenario.
- Develop emotional intelligence with everything you handle.
- An empathetic outlook gives a sense of ‘we are with you’.
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