With a hospitality background spanning over 15 years, Nawaf Hasan has honed his skills and excelled in his field. As cluster director of operations and acting GM of Grand Mercure Dubai City & ibis styles Dubai Airport, he discusses how a GM can drive a hotel to success.
What does your role entail?
As the cluster director of operations acting GM, my responsibility is to oversee the operational aspects of both properties. This includes implementing strategies for increased efficiency, as well as controlling and optimizing various operational functions to ensure smooth daily operations. I also take on general leadership duties. Furthermore, I make important decisions and am accountable for the performance of both Grand Mercure Dubai City and ibis Styles Dubai Airport. My focus is on ensuring the success of the hotels and upholding the highest levels of service.
How has your journey from restaurant supervisor to your current position shaped your approach to leadership?
My journey has profoundly influenced my leadership approach. Through hands-on experience, I gained insights into team dynamics and customer service. Furthermore, it sharpened my decision-making skills and adaptability. Transitioning through various roles, I developed a leadership style rooted in empathy, effective communication and the fostering of a positive work culture. Consequently, this ongoing journey has instilled in me a commitment to continuous improvement. Moreover, it taught me to value the contribution of each member of our team to ensure greater motivation and a positive work culture.
How does a GM ensure the highest levels of guest satisfaction?
As a GM, one ensures peak guest satisfaction through a customer-centric culture, staff training and enforcing high service standards. Furthermore, GMs need to actively seek and respond to guest feedback, addressing concerns promptly. Moreover, the GM creates a consistent and positive guest experience. In addition, personalized services, community engagement and innovation further contribute to exceeding expectations. Ultimately, a commitment to continuous improvement and staying attuned to industry trends ensures a dynamic and satisfying experience for guests.
grand-mercure-dubai-airport.com
grandmercuredubaicity
