Exclusive Interview | Nawaf Abdelaziz Nayef Hassan, Fairmont Dubai,Director of Operations
/“Opportunities don’t happen, WE create them”
Tell us about your journey. How did it all start?
“Opportunities don’t happen, WE create them”; this is what I always believed in.
My journey was just like a roller coaster ride with ups and downs all the way from starting my career as a restaurant attendant to where I stand now.
Though, I did know something for sure; I wanted to pursue a career in the hospitality industry. This target was engraved in my mind. I turned failures and rejections to my benefit; true I was sad for a while and was too tough on myself, but in the end, I had to stand up again and take the challenge. Hence, I made a plan with KPIs, the major objectives were to create small projects to leverage my portfolio, study on my own, brush up on my knowledge with the people around me, learn new things every day, and above all challenge my fears. Small steps like those, made the difference.
Currently, with more than 15 years of proficient experience and counting each day as a blessing, I am still looking forward to learning more and more each and every day.
All in all, it was fantastic!!!!
What do you think it takes to succeed in this industry?
A set of combined actions that make the credit. Attention to detail, thinking quickly, making decisive decisions, being prepared to handle emergencies and unexpected situations, and responding to guests’ and employees’ concerns.
What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
In hospitality, the main aim is to provide a unique guest experience. So in addition to professional experience, we need to understand the personality components that will make this person succeed in his role.
Communication skills are vital, being a quality-driven, customer-focused, problem solver, and open to adaptability and flexibility, are the main characteristics that I will be looking for.
What is the single factor that got you your promotion?
Dedication!! It’s definitely the key. In fact, I am a goal-oriented person with strong determination, whether in pursuing short-term targets or those in the long run and have them achieved to the best of my abilities.
My persistent urge to achieve my goals with full commitment has got me promoted in each and every property I was associated with.
What are some of the trends you see impacting the hospitality industry?
Working remotely as a result of the pandemic or adopting a hybrid approach, this became an emerging segment. So locally, for example, hotels become venues for people seeking a change in the work environment. This is an opportunity for hotels to adapt to this trend and try to meet the related requirements.
Health and wellbeing, also due to Covid, became a trend as people are more now into a healthy lifestyle and preventive medicine. Hotels can benefit from this through their Spa and well-being centers.
Digital and contactless services are an elevating trend and customers do care a lot about having these factors in place, such as contactless check-in, digital room key, ….
Sustainability: it is not a new trend, it started a few years ago but it is currently under great focus, on the national and international levels, for the purpose of protecting our vital resources and the well-being of the world. It targets most of our daily operations and habits that we usually do without thinking of their negative consequences to nature - our future. So the major inclination now is towards minimizing disposable plastic and reducing carbon prints, encouraging at the same time, the use of eco-friendly solutions (Towels, linen, amenities, etc…).
Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience?
Technology now is driving the new world so we have to embrace this. It is currently governing every aspect of our life, through our mobiles, computers, and a multitude of new useful apps generated every day. The use of technology in business will make us open to a wider market and great opportunities in any industry, not only in hospitality.
Travelers are now expecting hotels to keep up with technology, and from our side as hoteliers, we have to cope with this, starting from the services, the moment the guest enters the hotel, he will be able to check in through his mobile, process the payment, have his digital room-key, use QR codes for the outlet’s menus. As well, we also showcase our facilities and promotions on digital screens, reflecting customized and targeted messages such as those related to sustainability or a healthy lifestyle. Technology here is vital because it makes operations much easier and faster.
Who wouldn’t love to be in his room 10 minutes after his arrival?
Two things you would like to change in the industry.
Upgrade workplace technology:
Modern problems need modern solutions. Technology is getting updated rapidly, and as a company, we need to go with the trend and to have technology at par with competitors. Guests nowadays need a faster approach, therefore, we should be equipped with the same to provide them.
Embrace and inspire employee autonomy:
No one likes to be micromanaged at work. It's totally ineffective, inefficient, and does little to inspire trust in your company’s culture.
Embracing your team's autonomy allows them to make sometimes, difficult but incredibly rewarding leap, from being held accountable to their responsibilities to embracing accountability as they begin to take on and own their initiatives.
What is your favorite question for a candidate interview and why?
It would be: “Why should I hire you when I have many other qualified applicants”. By this question, I will be waiting to see the confidence and determination of the applicant if it is there or not. If he/she is confident in his/her aptitudes and assertive in his/her professional capabilities, the response will come in a way that exposes and demonstrates the interpersonal skills and qualities of this applicant.
