I oversee the food and beverage operations for Citymax Hotel Sharjah which includes managing the reservations, formulating the menu, tracking inventory ordered supplies and raw materials for all the restaurants and outlets of the property. I ensure that the property complies with the municipal and local HSE regulations and we operate at the highest standard of service that will result in guests coming back.
What made you want to work in hospitality?
The hospitality industry is one of the most powerful in the world and provides endless opportunities for professional and personal growth. I am a people person and I feel good when I make someone happy even if it is with simple things like welcoming them or serving them their favourite meal of the day.
The ever-changing expectations of guests can be a challenge. So one needs to come up with innovative concepts to attract them.
Every day is a learning experience so I always maintain a positive work environment which helps me in facing any challenge. Trust is important because it will promote a good camaraderie amongst the team and will foster longer professional relationships and growth, so I focus on building that as well.
How do you monitor feedback?
Face-to-face feedback would be the priority since we immediately receive it from the guest and thank them for it. Apart from that, we also monitor feedback by phone, through our social media platform and the standard feedback forms.
There are a few situations. Some of which include hiring and training staff; managing multiple events, offering the best menu for events or group and attending to an aggressive customer.
What do you do to motivate yourself?
I always make my activities fun and remind myself why I want to do something. I know that there are difficult situations that arise at work but I believe that nothing is impossible when your heart is in it. I also get motivated by other people so it helps me focus on my goal.
Five tips for guest satisfaction
- Recognise the guest and know what they want.
- Create a great atmosphere for the guests.
- Don’t make your guests wait.
- Make their day by celebrating their special moments
- Respond to guest feedback asap by taking appropriate action