Per­sonal o he mon h Wind be­neath ibis Styles Jumeira’s wings

With a ca­reer span­ning over 18 years, Muham­mad Haider has spent 15 years in the hos­pi­tal­ity in­dus­try and the rest of it in the tele­com sec­tor, en­ter­prise so­lu­tion, and di­rect sales and fa­cil­i­ties man­age­ment. Haider has been in­stru­men­tal in en­sur­ing the ov

TravTalk - Middle East - - HOTELS -

Pro­fes­sion­ally, if my col­leagues and our guests are happy and sat­is­fied with our ser­vice, I count that too as an achieve­ment. I be­lieve that small things make a big dif­fer­ence uham­mad a der otel Man­ager, ibis St les umeira

Muham­mad Haider has been an in­te­gral part of ibis Styles Jumeira’s suc­cess story from its in­cep­tion two years ago in 2015, as the Pre-open­ing Man­ager, and there­after as Ho­tel Man­ager. Haider has built a very strong bond with his team be­sides rev­el­ling in the suc­cess of the prop­erty by se­cur­ing a good profit mar­gin. Among his many tasks in­cludes to en­sure that all mem­bers of the staff do every­thing they can to make guests’ stay pleas­ant and com­fort­able, whilst mak­ing sure that the ho­tel is profitable and ef­fi­cient. Haider con­ducts dayto-day meet­ings with Head of De­part­ments to main­tain brand stan­dards, en­sure staff wel­fare, KPIs and make sure that ho­tel is achiev­ing its monthly bud­get for rooms and F&B. He is also in­volved in hir­ing, staff train­ing pro­cesses and en­sures that guest sat­is­fac­tion and rep­u­ta­tion per­for­mance scores are achieved.

Rid­ing in the ser­vice lane

Haider has spent 15 years of his ca­reer in the hos­pi­tal­ity in­dus­try and only three years in the tele­com sec­tor hav­ing worked with Te­lenor Pak­istan, and Mo­bilink. He com­pleted his Bach­e­lor’s de­gree in Busi­ness Ad­min­is­tra­tion in 1998 from School of Busi­ness

Fam­ily mat­ters

& Com­merce af­fil­i­ated by Pre­ston Univer­sity, based in Wy­oming USA. As part of the hos­pi­tal­ity in­dus­try, Haider pre­vi­ously worked with Hashoo Group, Ser­ena Ho­tels, Moven­pick Ho­tel & Re­sort in Sanaa, Ye­men in var­i­ous de­part­ments, from front of­fice to reser­va­tions, ban­quet sales to sales and mar­ket­ing, man­ag­ing dif­fer­ent teams at se­nior lev­els. He has played a piv­otal role in the open­ing of both three­and four-star prop­er­ties un­der the R Ho­tels Group as its pre-open­ing Project Man­ager and achieved re­mark­able re­sults. Haider’s au­thor­i­ta­tive and warm at­ti­tude and eye for de­tail have made him a loved and re­spected fig­ure in the in­dus­try to­day.

Es­sen­tially a fam­ily man, Haider makes sure he brings his val­ues of bond­ing and de­vot­ed­ness to his work­place. Not only is he suc­cess­fully run­ning a fam­ily ho­tel en­sur­ing prof­itabil­ity, he makes sure that he spends qual­ity time with his fam­ily and be­lieves that their hap­pi­ness is cru­cial in achiev­ing his life’s ca­reer goals. “My achieve­ments starts from my sib­lings at home. If they are sat­is­fied with the life they have, I count that as an achieve­ment. Pro­fes­sion­ally if my col­leagues and our guests are happy and sat­is­fied with our ser­vice, I count that too as an achieve­ment. I be­lieve that small things make a big dif­fer­ence,” Haider says.

Em­brac­ing tech­nol­ogy

Haider is an ar­dent tech­nol­ogy buff and be­lieves that Ar­ti­fi­cial In­tel­li­gence (AI) is the next big thing. “AI is a fast-mov­ing tech­nol­ogy that en­ables ma­chines to per­form tasks that could pre­vi­ously be done only by hu­mans. It can prove to be an ul­ti­mate sav­ing on labour costs, while it also poses a threat to work­ers whose jobs are ‘rou­tine’.”

He says that mes­sen­gers and in­stant chat ap­pli­ca­tions like Face­book Mes­sen­ger, WeChat, etc., are here to stay and have a huge im­pact on the hos­pi­tal­ity in­dus­try. “Tex­ting guests in re­sponse to ‘in the mo­ment’ needs, safety and se­cu­rity is­sues that would re­quire im­me­di­ate and sub­tle com­mu­ni­ca­tion or elim­i­nat­ing lan­guage bar­ri­ers are all tech­no­log­i­cally fea­si­ble and avail­able. Shar­ing Econ­omy or Al­ter­na­tive Lodg­ing, call it what you want, but Airbnb and Uber have cre­ated a firestorm in our in­dus­try. Uber has vir­tu­ally put taxis out of busi­ness and Airbnb threat­ens to be­come a pri­mary lodg­ing force.”

Mil­len­ni­als are the fu­ture

Haider says to­day’s trav­eller is heav­ily de­pen­dent on App-based tech­nol­ogy be­cause of swift re­sponse. Start­ing from mo­bile check in, in-room en­ter­tain­ment ex­pe­ri­ence with cus­tomised tech­nol­ogy like cus­tom light­ing, smart mir­rors and in­room tablets, etc. ex­pan­sion of culi­nary op­tions be­yond stan­dard ho­tel res­tau­rant be­cause they want an ex­pe­ri­ence at every level when vis­it­ing a ho­tel so food and bev­er­age is no more an af­ter­thought. Fu­ture guests will be very much de­pen­dent on tech­nol­ogy but touch of per­son­alised ser­vice will stand out de­spite of tech­no­log­i­cal ad­vance­ment in hos­pi­tal­ity in­dus­try.

Dy­namic book­ing trends

Ac­cord­ing to Haider, on­line travel agen­cies (OTAs) charge high com­mis­sions, hence it is im­per­a­tive to man­age the cost of ac­qui­si­tion of each guests and find more ways to ed­u­cate them to book di­rectly with the ho­tel. “OTAs have spent hun­dreds of mil­lions of mar­ket­ing dol­lars to con­di­tion con­sumers to think they have the best deals avail­able. In short ‘Loy­alty Pric­ing’ is van­ish­ing,” he warns. Brand loy­alty, Haider shares, can be a use­ful tool to drive more rev­enue. Ed­u­cat­ing guests on the ben­e­fits of book­ing di­rectly with the ho­tel is cru­cial now more than ever, he says. “Cre­ativ­ity through so­cial me­dia can help the brand get a lot of likes and fol­low­ers but quan­ti­ta­tive suc­cess does not al­ways con­vert to tan­gi­ble ROI and data and an­a­lyt­ics must be mined to mea­sure suc­cess. Search engine mar­ket­ing, op­ti­mi­sa­tion and ad­ver­tis­ing ini­tia­tives are cru­cial to our ho­tels’ suc­cess in this dig­i­tal age and re­mem­ber that mo­bile is king!” he adds.

Newspapers in English

Newspapers from India

© PressReader. All rights reserved.