Awards Countdown: Concierge of the Year

Hilton Kuwait Resort chief concierge Ahmed Allazim.

Ahmed Allazim
Chief concierge
Hilton Kuwait Resort
Kuwait

Since joining the Hilton Kuwait Resort team in December 2008, Ahmed Allazim has set about using his wealth of expertise and experience to take the concierge service at the hotel to a whole new level, says Hilton Kuwait training manager Ruth Whetham.

She explains: “He has mixed the experience he has gained at some of Dubai’s most luxurious hotels with the team’s knowledge of the local market to raise the standard of service that we give to every guest who walks through our front doors.

“Within a short amount of time he has embraced the Hilton ethos of the “Customer Really Matters”; he has worked hard to personally get to know our long-term and high volume of repeat guests, ensuring that he personalises their stay and makes each and every guest interaction memorable,” says Whetham.

Allazim’s success has been recorded in the improvement of guest satisfaction scores, which have gradually increased in all areas where the concierge desk has an impact.

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“Hospitality of bell staff has increased by 10% and stands at 88.9%, overall concierge service shows a increase of 11% and stands now at 72.5%, and ease of parking jumped from 60% to 72.5% YTD,” says Whetham.

“When the hotel made the decision to operate our own fleet of luxury car drivers, Ahmed played an active and integral role from the very beginning. He took an active part in recruiting a new team of seven drivers; from implementing SOPs and standards to policies and procedures.

“He was also involved with ensuring the new team was fully trained in their new roles and ensured a smooth transition into the existing team,” she adds.

Hailed by his colleagues as a mentor with immense amount of patience, Allazim has one main aim: “to ensure that every guest who visits our hotel wants to always come back because of the service they receive” concludes Whetham.