After 18 months of Marriott Resort Palm Jumeirah, what have been some of the highlights?
There have been so many highlights and milestones. Launching as the first Marriott resort in the UAE, it was an exciting challenge and incredible feat for the team here. Even in terms of recruitment, we have 800 hosts (employees) and 602 rooms and suites, so it is a huge operation in the resort. What we have become known for is our superb food and beverage venues. The property has 10 in total including old-school Italian outlet Cucina; outdoor piazza setting Aquasale by Cucina; Gelateria by Cucina; multi-award winning luxury Japanese restaurant and lounge OKKU; the first licensed Korean Steakhouse in Dubai, Smoki Moto; Mexican-Californian cantina & beach bar Señor Pico; and Japanese-Peruvian restaurant, lounge and sky bar, Above Eleven. We have received so many awards and nominations for the resort and our various F&B outlets. It doesn’t happen often that new hotels’ dining facilities are well recognised in the first year to 18 months of operation, so we are very proud of that.
Have you found the demographics of guests, their wants and needs, have changed since you opened?
When you’re in Dubai, especially in Palm Jumeirah which is one of, if not the most sought-after destination in the UAE for travellers, consumer expectations are very high. Endless, you could say. Focusing on the overall quality of the guest experience is key for us as we need to over-deliver towards expectations for every single guest that chooses Marriott Resort Palm Jumeirah as their place to stay in Dubai. Obviously the key pillars of F&B, spa, leisure and guest service will always be high on anyone’s list when visiting the resort. But on the back of the pandemic, while next-level cleanliness has always been a priority, there are expectations from guests to see information about our rigid cleanliness practices.
How would you describe a stay at Marriott Resort Palm Jumeirah?
It really is a place for all. Whether you are a family, a couple, an individual traveller or a corporate or group guest, the resort has experiences for everyone. Cucina, Acquasale, Gelateria and Señor Pico are superb for family dining, while Above Eleven, OKKU and Smoki Moto are ideal venues for single travellers and couples. We have fantastic spa, pool and beach offerings with the complimentary kids club that is open until 10pm, which is great for the children and gives mum and dad some time to relax. And when it’s time to retire for the day, you have guest rooms and suites that are packed with luxury amenities including plush bedding, marble bathrooms and balconies with stunning views of the city and The Palm, guaranteeing total comfort and relaxation.
What sets your resort apart in a fairly crowded five-star marketplace?
We are very lucky as we have a very beautiful resort property. It’s sophisticated with a modern timeless design and spacious facilities. The resort ensures an elevated service strategy and delivers beyond guest expectations through personalised and carefully curated experiences, as per guest preferences. And of course, we are lucky to be located in one of the Middle East’s most popular stretches in Palm Jumeirah.
Sustainability is a major topic for all businesses around the globe; can hotels still offer a luxurious experience while maintaining a drive to be sustainable?
Yes, hotels can absolutely offer a luxurious experience while embracing sustainability. Many luxury hotels are now implementing eco-friendly practices like using renewable energy sources, conserving water, offering organic and locally-sourced food options and adopting comprehensive recycling and waste reduction programmes. By thoughtfully integrating sustainable initiatives, hotels can deliver an indulgent yet environmentally-conscious luxury experience for guests. Initiatives like the BeWatr; complimentary bikes; water condensation systems; food recycling programme; fresh organic harvests; which doesn’t only support the sustainability programme but also considers the health and well-being of guests; are very commonplace now in most luxury properties. For ourselves, we are Green Key certified; this is an international eco-label awarded to accommodations that commit to sustainable practices. Something that we are very proud of is when we opened the property, we set a benchmark of what a large property like us should have in place, sustainability wise, when launching its operations. Investment always needs to be made towards sustainability, but this does not detract from the luxurious experience.
How important is it to create a positive environment and company culture in which associates can enjoy their work and thrive?
This is the foundation for everything we do and basically the starting point when it comes to our hosts and guests. We spent a lot of time with the senior leadership team early on, defining who we are and what kind of culture we want and need. This culture has been implemented from the early pre-opening days and I would say that our organisational culture is what I am most proud about personally. Our culture starts with putting people first, taking care of each other, watching out for each other and extending a commitment of empowerment to all our hosts. This enables our hosts to go over and beyond to deliver and exceed guest expectations. The principle of our business model is very simple – we are here to take care of the team, ensuring that everybody can be themselves, have fun and enjoy themselves. It’s important that the mental, physical and emotional well-being of our associates is taken care of because all of this reflects on our guests and their experiences. We are building loyalty, creating wonderful stories, creating ambassadors for our resort. Guests are returning and recommending us to friends and family and ultimately, this is driving financial performance and ownership returns.
Looking ahead to the rest of 2024 and beyond, are there any events or partnerships for guests to get excited about?
Our exciting news is that we will be enhancing the resort experience further for our guests. We are planning to construct over the summer months two padel courts and having even more on offer when it comes to our F&B experiences, including a beach grill and the opportunity to enjoy shisha on the beach.
A bit about you: tell us about your career, what inspired you to get into hospitality?
I have passion towards people; connecting with them, getting to know their back story, their interests, their likes and dislikes. Hospitality is a sector that sees you interact with different people and different characters every day. Cooking, wine and mixology always excited me, so naturally I have a huge interest in F&B. And the satisfaction from creating exceptional and memorable experiences to guests and associates is something that I believe that only hospitality can provide.
What is your definition of luxury?
Everyone’s definition of luxury is different but for me it is all about personalised experiences, high quality service and consistency in this experience. Luxury in hospitality should involve an uncompromised commitment to exceed guest expectations through extraordinary service, amenities and experiences that create an indulgent and unforgettable stay.
What do you consider the most important aspects to any stay?
The lasting impression created by sincere, genuine and personalised experience for guests.
When you’re not in the hotel, what do you like to get up to in Dubai?
I really love exploring F&B outlets. I’m a big foodie so Dubai is a brilliant city to live in as there is always something new. And also road trips. I like heading out to the desert, escaping the city life and getting back to nature.
If you could travel to one place tomorrow, what destination would that be and why?
I’m really into scuba diving and nature so Asia, specifically the Maldives and Bali, are amazing for that. I want to explore another dive site with crystal clear water and maritime life that I have not explored yet, so that would be my ideal holiday.