Kristof Lauxmann, director of guest services at the Le Royal Meridien Abu Dhabi
What made you pick a career in hospitality?
I love dealing with people, getting to know different cultures and working with diverse nationalities.
Tell us about your responsibilities at the hotel?
Primarily, I am responsible for ensuring that all guests have the most pleasant stay with us here at the Le Royal Méridien Abu Dhabi. Responsibilities also include directing and coordinating the work of front desk and concierge staff to maximise revenue and profit, while attaining guest satisfaction. I am also responsible for responding to guests’ requests and concerns, and accommodating groups to ensure they are satisfied and provide repeat business. As the director of guest services, I also ensure my team has the resources to ensure guest satisfaction and that the entire front desk department operates within budget and well-defined practices.
Guest services goes beyond just greeting guests and helping them check-in, doesn’t it?
We are also responsible for creating the highest possible loyalty of guests towards our hotel brand. For this, we have the Starwood Preferred Guest Programme with several benefits and free enrolment that enables discounts in restaurants, even without staying.
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What strategy do you follow along with your team to ensure that every guest is always served with uncompromising standards?
I’ve created a culture where even one guest waiting at the counter is considered a queue. We are working on proactively approaching guests to get feedback within one hour of their arrival and additional courtesy calls during their stay. Anticipating a guest’s needs and desires is our highest priority, together with creating the most personalised stay possible.
Can you share more information about how you help the property with its sustainability targets?
Starwood’s ‘Make a Green Choice’ programme allows guests to refuse housekeeping service. In exchange for their participation, guests can opt for different reward options. We make sure we persuade guests upon check-in to participate in this programme which immensely helps in reducing water and energy consumption.
What are some of the challenges you face on the job?
I would say that most challenges we face are positive ones, such as dealing with different characters amongst guests, embracing different cultures, and satisfying the needs of guests who come from different cultural backgrounds. All in all, it may be challenging at times, but my team and I grow with every passing day.
You have been with the Le Royal Méridien Abu Dhabi for more than five years; how would you describe your time at the hotel?
Every day is a new experience. Our property has undergone a huge renovation, which made me see the dramatic change of the hotel from an already good property into an outstanding one. I have learned more than I could ever imagine and what impresses me the most is how all departments work hand-in- hand to ensure the highest guest satisfaction.
What would you consider some of the key achievements of your career?
There are a few, starting with developing a culture in the hotel that ensures associates enjoy what they do. Another achievement was becoming the director of guest services at Le Royal Méridien Abu Dhabi, responsible for the career development of my team members. I have also worked at a Frankfurt hotel with over 1,000 rooms, and managed more than 700 room check-ins on some days.
Five tips to serve guests better:
1. Smile at guests before they even look at you.
2. Anticipate guests’ needs.
3. Learn as much as possible about your guest before arrival.
4. Take guest concerns seriously.
5. Create a personal connection with every guest to ensure loyalty.
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