Anantara The Palm Dubai Resort hotel manager Maren Kuehl talks about equal opportunities in the industry

What inspired you take up a career in hospitality?

I started in food and beverage at The Ritz Hotel in London. Two years later, I moved to reception within the same hotel, to learn something new. I really enjoyed the job and developed my career in the front office from there.

Tell us a bit about your daily tasks in your current role.

I spend a lot of my day with team members and guests, dealing with issues that may require my attention. I make several rounds within the resort, ensuring that service and product standards are maintained. My daily tasks also include administrative duties and analysing performance results. A good part of a regular weekday is spent in meetings with various stakeholders concerning operations, hotel strategy, projects and special events.

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How do you motivate staff on a day-to-day basis?

I motivate my team members by setting achievable yet challenging goals and keeping track of performance against them. I support the team — we celebrate successes and recognise positive achievements. I am genuinely grateful for the contribution of my team members and like to share positive feedback and great results. Together with our HR team, we take care of our associates’ well-being and we make time for their individual and specific requirements. Our colleagues are further motivated through various incentives. With the entire leadership team, we have developed a culture of empowerment, where everyone has the possibility of contributing to the success of the hotel, which motivates the team.

There aren’t many women in leadership in hospitality across the region; is it changing?

I think that the main reason for the continuation of the trend goes beyond the region and is more down to the hotel business. In hospitality, long hours, frequent travel or relocation, and irregular off-days, may be challenging when trying to balance career development with having a family and raising children. In this region, there may be a perception that some companies are less willing to accept females in senior positions, and limit maternity leave allowance and travel restrictions. However, women have come a long way in the workplace, and I think that more women will be entering into leadership positions in general. Throughout my 16 years in the region, I have personally never faced any challenges in my career, and have received nothing but full support and equal opportunities.

What are some of the challenges you face?

The main challenge in the competitive hotel market in the region is to manage increasing guest expectations while maximising profit, in very challenging market conditions. The test comes when finding the right balance in managing costs whilst satisfying the guests and delivering value for money. Another challenge — but an enjoyable one ­­— is to get my teams to work together and find synergies that help our results.

Are you tasked with top-line revenue?

The entire team is tasked and encouraged to drive top-line revenues. We review business performance and forecasts on a weekly basis, with all department heads, creating awareness. Personally, I mainly contribute by identifying opportunities to drive top-line revenues in each department, encouraging department heads to act on those opportunities by incentivising staff, showcasing their products and services in briefings and trainings, making our colleagues the extended ‘sales force’ — and continuously highlighting the benefits for them to drive the top line. I actively encourage department heads to create awareness of their special promotions and packages in each team, analyse their results and the production of those special promotions and offers, in order to identify new opportunities.