En­sur­ing max­imun guest sat­is­fac­tion

Hav­ing been pro­moted as Gen­eral Man­ager at a young age, Fa­bien Ch­es­nais was en­trusted with a task to drive sales & en­sure a high qual­ity of ser­vice through guest sat­is­fac­tion, at the Möven­pick Ho­tel and Apart­ments Bur Dubai.

TravTalk - Middle East - - SPECIALFEATURE - Shehara Rizly

Man­ag­ing both ho­tel and apart­ment is no easy task. It is a task which in­volves a bal­ance of var­i­ous kinds of guests com­ing from dif­fer­ent coun­tries and back­grounds; the ho­tel wit­nesses more Euro­pean guests while the apart­ments cater to larger fam­i­lies, es­pe­cially in the GCC re­gion.

Quest for de­mand­ing ca­reer

Ch­es­nais, a French na­tional, was quite in­de­ci­sive about choos­ing his ca­reer path. Af­ter be­ing ac­quainted with the ho­tel trade, he knew that there was no look­ing back. He states, “The ho­tel en­vi­ron­ment can be stress­ful and de­mand­ing at times but it gives me im­mense plea­sure to wake up ev­ery day to go to work.” Ch­es­nais be­gan his ca­reer in food and bev­er­age op­er­a­tions and has worked in Africa, Mid­dle East and Europe. He joined the Möven­pick Group 11 years ago. Hav­ing worked with Möven­pick Re­sort & Spa Dead Sea for four years in Jor­dan as Ex­ec­u­tive As­sis­tant Man­ager since 2007, he moved to Möven­pick Ho­tel Doha, Qatar for his first Gen­eral Man­ager role. Ch­es­nais states, “As Gen­eral Man­ager, what pleases me most is ac­tu­ally be­ing able to bring so much pos­i­tive im­pact in my daily en­vi­ron­ment when it comes to peo­ple, ef­fi­ciency at work, guest sat­is­fac­tion and qual­ity im­prove­ment. These, for me, are achieve­ments on a daily ba­sis.”

Chang­ing In­dus­try trends

The past few years have wit­nessed many changes in the hos­pi­tal­ity in­dus­try. Ch­es­nais men­tioned, “Guest be­hav­iours have been the big­gest change for me. Ho­tel brands need to be able to re­act to changes in cus­tomer needs and trends very fast to stay com­pet­i­tive and rel­e­vant.” Talk­ing about his prop­erty, he shared, “We have a va­ri­ety of seg­ments, each with dif­fer­ent ex­pec­ta­tions and needs. It is there­fore, chal­leng­ing to be able to sat­isfy all of them con­sis­tently. Nev­er­the­less, it all comes back to ba­sics, like of­fer­ing a has­sle-free stay from reser­va­tion to check-out whilst en­sur­ing that ba­sic needs are ful­filled, such as of­fer­ing guests a good sleep, an as­sorted break­fast, re­li­able Wi-Fi and friendly em­ploy­ees.”

Möven­pick sig­na­tures

High­light­ing guest sat­is­fac­tion as the ho­tel’s ul­ti­mate goal, Ch­es­nais says, “Our brand of­fers some unique sig­na­tures to guests that mark mem­o­rable mo­ments to their stays. It starts from our Möven­pick Cho­co­late Hour in the ho­tel’s lobby where our chefs present the best Swiss cho­co­late in the world. Sec­ondly, the Möven­pick Go Healthy con­cept is de­signed to show­case the best of re­gional and sea­sonal prod­ucts and pro­vide a nu­tri­tious en­ergy boost through­out the day. More­over, we present sig­na­ture dishes, tra­di­tional Swiss recipes re­vis­ited by Möven­pick to en­tice the mod­ern palate, mar­ry­ing tra­di­tion with culi­nary in­no­va­tion. For chil­dren, we pro­vide them the Power Bites menu, an ar­ray of nu­tri­tious meals pre­pared us­ing healthy cook­ing meth­ods that are pre­sented in an en­ter­tain­ing way.” He fur­ther elab­o­rates, “It takes a lot of ef­fort to en­sure that the staff is kept in­formed of the need to de­liver good re­sults so that guests are con­tent with their stay. We mon­i­tor em­ploy­ees’ per­for­mance through guest feed­back through sev­eral tools to en­able us to de­liver the best. I truly be­lieve that the en­tire Bur Dubai team is driven by the same gen­uine de­sire to pro­vide a pleas­ant and en­joy­able stay to guests.”

Mil­len­ni­als & tech­nol­ogy as game chang­ers g & ae rs s

Tech­nol­ogy and mil­len­ni­als have al­ready stolen the show in travel. “Mil­len­ni­als are def­i­nitely tak­ing cen­tre stage in many in­dus­tries pri­mar­ily be­cause their be­hav­iours as cus­tomers are dif­fer­ent. Our cor­po­rate of­fice has ac­tu­ally en­sured long ago that this is be­ing ad­dressed by cre­at­ing a cor­po­rate Xcom Y, made of mil­len­nial ex­ec­u­tives re­cruited ex­ter­nally and in­ter­nally. Olivier Chavy, our CEO and Pres­i­dent, men­tions that seven out of 10 de­ci­sions by the com­pany are be­ing in­flu­enced by the Xcom Y. Tech­nol­ogy ob­vi­ously plays an im­por­tant role in our be­hav­iour but I be­lieve that it can­not re­place hu­man fac­tor and guest con­tact,” Ch­es­nais as­serted.

Ho­tel brands need to be able to re­act to changes in cus­tomer be­hav­iours, needs and trends very fast in or­der to stay com­pet­i­tive and rel­e­vant

Möven­pick Ho­tel and Apart­ments Bur Dubai Ho­tel Stair­case

Möven­pick Ho­tel & Apart­ments Bur Dubai - Chut­ney’s Restau­rant Per­son­al­ity of the month

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