How did you get involved in the hospitality industry?
I began my journey in the hospitality industry over twenty years ago, driven by a passion for creating memorable experiences and a deep appreciation for service excellence. My career started with various roles in the UK, and within a short period I had reached deputy GM with Claridge’s London and The Ritz London respectively. Here, I learned the importance of attention to detail and personalized service. Over the years, I have been fortunate to hold leadership positions in some of the world’s most prestigious brands – Shangri-la, Grand Hyatt and Dusit Thani properties, among several others – which has allowed me to hone my skills and develop a comprehensive understanding of luxury hospitality.
What, in your opinion, is the most important role of a GM?
The most important role of a General Manager is to be the visionary and driving force behind the hotel’s success. This involves setting a clear strategic direction, fostering a culture of excellence, and ensuring that every guest experience exceeds expectations. It also means being a mentor and leader to my team, empowering them to perform at their best and creating an environment where they feel valued and motivated, which then also reflects in top-tier service to our guests and visitors.
Developing revenue streams, identifying new opportunities for growth, ensuring operational efficiency while driving innovation also forms a crucial part of the job. The GM needs to streamline processes, optimize resources, and implement innovative solutions to enhance service delivery and operational effectiveness. At Waldorf Astoria Lusail, Doha, my goal is to continue enhancing the property’s remarkable stay experiences and drive innovation to deliver an outstanding hospitality experience.
How will your experience in China influence your approach to the luxury hospitality market in Qatar?
My experience in China, particularly as General Manager at China World Summit Wing, Beijing and Grand Hyatt Shanghai, has significantly shaped my approach to luxury hospitality. I was brought in to uplift the positioning of these luxury properties, and develop their business potential. These experiences have once again reinforced my belief in the importance of blending cultural nuances with global standards of luxury. In Qatar, a country rich in heritage and culture, I plan to integrate these insights to create a unique and personalized luxury experience for our guests at Waldorf Astoria Lusail, Doha. Understanding local culture is crucial, and having spent over fourteen of my formative years in Qatar, I have a deep appreciation for the local traditions and values, which I will draw upon to help guide my approach here.
What are your immediate priorities and long-term vision for Waldorf Astoria Lusail, Doha?
My immediate priorities at Waldorf Astoria Lusail, Doha, include ensuring that we continue to provide exceptional service and create unforgettable experiences for our guests. This requires working closely with the team to maintain high standards of excellence and innovation in all areas of the property. In the long term, my vision is to establish Waldorf Astoria Lusail, Doha, as the leading luxury hotel in Qatar, known for its unparalleled service, unique experiences, and commitment to excellence. Additionally, I aim to make the property an attractive destination for families, couples, as well as business, and leisure travellers from the region and beyond. To achieve this, we must continue to enhance the guest experience while also fostering strong relationships with the local community, our partners and stakeholders. By focusing on these priorities, I am confident we can achieve sustained success and make a significant impact to the luxury hospitality sector in Qatar.
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