Tayoun reveals that the property’s top souce markets are similar to that of Dubai (Europe, India, GCC and the US feeding into corporate business, and Germany, U.K., Eastern Europe, India, China, Russia and CIS for leisure), but states that the brand will help the cluster “access segments that are rate-driven customers whom traditionally we did not have access to”.
When it comes to rates, hotel has opened with an offer at AED510 net (US $138) which includes the room and the amount paid for the room going back for use as F&B credit in the hotel. This offer will run through the summer, although guests can also avail of the straightforward rate at $100 with breakfast.
When it comes to food & beverage, the hotel has opened with two outlets: all-day dining outlet Sirocco, and healthy cafe concept with some indulgences, Zest. The rooftop is also meant to be a restaurant and bar; however the space is leased out to a third party, which is as yet unrevealed and will open later.
IHG representatives have often previously commented on the importance of its people. Puyat is no different, and says that to have put together a great team was a huge milestone for her. But what is impressive is that this first time general manager has also written the manning guide of the Holiday Inn differently from any other at the moment. I question what that entails, and Puyat explains: “We have incorporated a lot of jobs together. For example the normal front office manning structure is seven levels, we have three.
“This increases the productivity of the team because you remove people whom you think are delivering guest experience but are actually not. This is a very lean structure. We have housekeeping attendants, not room attendants and laundry attendants, as another example.” This will be rolled out in other locations, and Puyat adds that this also allows the hotel to pay better.
Efficiencies aside, the hotel also has a diverse team — both in terms of gender and nationality. Gender diversity is important, Puyat says, and reflects that she’s experienced entering boardrooms full of men for most of her career and believes it’s time to change. “You just need a balance. I strongly believe that what men can do, women can do. I don’t see a difference. People who say, ‘this is a man’s job!’, I ask ‘Who said so?’. Gender diversity and equality is important, as well as nationalities. Rainbow hiring is key; here in the Holiday Inn you will see departments of only a maximum of 13-15% from the same areas.”
When it comes down to the opening, training and soft skills can make or break it. Puyat comments: “Opening a hotel is not just about a product, it’s also about soft skills. All our brands have their own identities; we may belong to one family but we are individual. When guests go through our doors they need to experience Holiday Inn. And consistency with Holiday Inn around the world is what IHG stands for.”
She firmly reiterates that the property is a mid-scale offering and will not make any pretensions to be luxury, albeit while offering high quality products. Tayoun concurs and adds: “Honestly the details here are very well thought of; they are very practical and this is what Holiday Inn is all about. It’s practical, it’s fresh, it’s easy. It’s functional, it’s not luxurious — while of a high calibre.”
He continues, going back to the point he made earlier: “Our USP and advantage is the reputation of IHG DFC as well as the existing infrastructure. It’s about extending, rather than opening something brand new in the middle of nowhere. We have the benefit of hitting the ground running because we are part of an existing, very well established framework here.”
All of which bodes well for the debut of the flagship Holiday Inn, and Puyat concludes: “What I really want to achieve is for us to be able to deliver a Holiday Inn to brand. I want to be able to deliver a Holiday Inn that has the guest experience journey consistently, deliver a Holiday Inn that is profitable for both our owners and management company, and deliver a Holiday Inn that is the number one place to work for our colleagues, because when they are happy they will make our guests happy.”
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