INTERVIEW WITH AL HABTOOR CITYCOMPLEX GENERAL MANAGER,
SAEID HEIDARI
WITH THREE DISTINCT HOTELS UNDER YOUR MANAGEMENT, HOW DO YOU STRATEGICALLY POSITION EACH PROPERTY (THE HILTON DUBAI AL HABTOOR CITY, V HOTEL DUBAI, AND HABTOOR PALACE LXR HOTELS & RESORTS) TO CATER TO UNIQUE LUXURY SEGMENTS AND STAND OUT FROM THE INTENSE COMPETITION IN DUBAI’S HOSPITALITY INDUSTRY?
It’s easy because, once you have the three brands connected. As you know, the complex we run is unique. Everything is distinct: three different brands, setups, and market segments from luxury, lifestyle, to business. Our offerings are diverse, yet the back of the house is connected, giving us leverage to understand the leisure, lifestyle, and business markets better. We get more data than standalone hotels. Also, with such a complex, our infrastructure is unmatched. We have 22 restaurants within the complex and about 7-8 more in the city, providing a significant advantage. Commuting in Dubai is easy, and it’s the safest place on Earth for such a venture. With this collection of hotels, we offer seven swimming pools, kid facilities, and everything for leisure and business guests, like the executive lounge with its $10 million view. The palace isn’t just a hotel; it’s a gem built from the owner’s travel experiences and aspirations. It is accessible from everywhere, including Jumeirah, Jebel Ali, and the airport. Despite being in the city, we don’t have traffic issues due to ample parking. We are positioned in such a way that no one can build anything higher in front of us, ensuring our views remain unobstructed.
WHAT ARE SOME INNOVATIVE AND PERSONALIZED LUXURY EXPERIENCES OFFERED ACROSS THE THREE HOTELS THAT GO BEYOND THE EXPECTED OPULENCE AND CATER TO THE EVOLVING PREFERENCES OF TODAY’S DISCERNING TRAVELERS?
Luxury, to me, means generosity in how we deal with guests and customers. Our focus on friendliness, service, and listening to customers is what sets us apart. The true luxury is in the stories behind our properties, like our Bentley suite and Churchill suite, which are full of history and carefully selected items that support their narratives.
CAN YOU SHARE SPECIFIC EXAMPLES OF HOW SEEMINGLY ORDINARY SERVICES OR AMENITIES AT YOUR HOTELS ARE ELEVATED TO CREATE EXTRAORDINARY AND MEMORABLE LUXURY EXPERIENCES FOR GUESTS?
With over 22 outlets, including Mediterranean, Indian, Steakhouse, French cuisine, and Turkish, we cover all tastes. Our pool deck offers different swimming pools and activities for luxury guests, lifestyle guests, business and leisure guests, and families in a safe environment. For families, improving breakfast service and room service quality across all hotels has been crucial. Food is a bridge to culture, and good food makes happy guests.
DUBAI’S TOURISM LANDSCAPE IS DYNAMIC. HOW DO YOU ADAPT YOUR STRATEGIES AND OPERATIONS ACROSS THE THREE HOTELS TO NAVIGATE ECONOMIC FLUCTUATIONS, SEASONAL TRENDS, AND EVOLVING GUEST PREFERENCES?
Our unique position with three brands allows us to cover a wide spectrum, making adaptation easier. Dubai’s dynamic tourism landscape, supported by DTCM and the government’s vision, makes managing hotels here easier than in other places I’ve worked.
TALENT ACQUISITION AND RETENTION IN DUBAI’S COMPETITIVE MARKET IS CRUCIAL. WHAT STRATEGIES DO YOU IMPLEMENT TO ENSURE YOU HAVE THE BEST TEAM ACROSS THE THREE HOTELS?
The biggest challenge is talent. Treating people well, respecting them, and paying them fairly is key. If people love you, they are ready to die for you. It’s about building a culture where employees feel valued, respected, and have opportunities for growth.
HOW ARE YOU INTEGRATING SUSTAINABILITY PRACTICES ACROSS THE THREE HOTELS WITHOUT COMPROMISING ON THE GUEST EXPERIENCE?
Sustainability is a major factor for future business, and Dubai places high importance on it. From reducing plastic use to offering CO2 compensation for guests, we are committed to sustainability. We also focus on community initiatives, contributing beyond environmental responsibility.
AS TECHNOLOGY AND GUEST EXPECTATIONS EVOLVE, HOW DO YOU ENVISION THE THREE HOTELS UNDER YOUR MANAGEMENT ADAPTING AND INNOVATING TO STAY AHEAD OF THE INDUSTRY?
The future of luxury will focus on experiential travel. While technology will enhance the guest experience, the human touch remains paramount. Only the heart can touch a heart.
WHAT IS YOUR PROUDEST ACHIEVEMENT OR MOST MEMORABLE GUEST EXPERIENCE DURING YOUR TIME HERE?
Hosting guests from around the world for COP28 without a single issue was a significant achievement. It showcased our ability to represent our culture, religion, country, and city, reinforcing the Middle East’s reputation for hospitality.
INTERVIEW WITH AL HABTOOR CITY COMPLEX COMMERCIAL DIRECTOR,
SOUFIANE EL ALLAM
CAN YOU DESCRIBE YOUR APPROACH TO ENSURING BUSINESSES WITHIN AL HABTOOR CITY ACHIEVE TIMELY TURNOVERS, MINIMIZING DISRUPTION TO SERVICE DELIVERY?
We employ a strategic approach centered around meticulous planning, open communication, and ongoing team training and support. We establish a dedicated team from both the outgoing and incoming businesses to collaboratively develop a comprehensive plan, ensuring clear timelines, responsibilities, and communication protocols. Open communication channels are maintained to foster transparency and promptly resolve any issues, while comprehensive training and support are provided to the incoming team, ensuring a seamless transition and minimal disruption to service delivery.
HOW DO YOU LEAD AND MOTIVATE THE SALES TEAM TO PROACTIVELY SECURE NEW CLIENTS AND RETAIN EXISTING ONES IN A HIGHLY COMPETITIVE MARKET LIKE DUBAI?
My leadership philosophy centers on empowering the sales team through a personalized approach, focusing on value rather than price, and delivering exceptional customer service. We understand our clients’ unique needs and preferences, emphasize our hotels’ value proposition, and train our team to be responsive and proactive in anticipating guest needs. By maintaining consistent communication and actively seeking customer feedback, we foster long-term loyalty and drive the growth of Al Habtoor City Hotel Collection.
WHAT STRATEGIES DO YOU IMPLEMENT TO DIFFERENTIATE AL HABTOOR CITY FROM ITS COMPETITORS AND ATTRACT POTENTIAL CLIENTS?
We differentiate Al Habtoor City by leveraging its unparalleled location, curated culinary experiences, and tailored event hosting capabilities. Our prime location on Sheikh Zayed Road, diverse culinary scene, and flexible event facilities set us apart. Our sales team integrates these unique selling propositions into client conversations, while digital marketing, targeted campaigns, and strategic partnerships amplify our offerings, attracting clients seeking a differentiated experience in Dubai.
HOW DO YOU UTILIZE DATA AND ANALYTICS TO INFORM YOUR SALES STRATEGIES AND TRACK PROGRESS TOWARDS ACHIEVING OBJECTIVES?
Leveraging data analytics, we identify market trends, optimize pricing strategies, track sales and marketing performance, and create targeted advertising campaigns. By analyzing industry trends, guest demographics, and booking patterns, we tailor our offerings to specific customer segments. We use key performance indicators to evaluate our efforts’ effectiveness, allowing us to optimize strategies for better results and maximize our return on investment.
CAN YOU DESCRIBE YOUR APPROACH TO COLLABORATING WITH OTHER DEPARTMENTS WITHIN AL HABTOOR CITY (E.G., OPERATIONS, MARKETING) TO ENSURE A SEAMLESS CLIENT EXPERIENCE AND ACHIEVE SHARED GOALS?
We foster a collaborative environment with shared goals, open communication, and joint briefings to ensure a seamless client experience at Al Habtoor City. Regular meetings with Operations, Marketing, and other departments establish collective objectives, while a dedicated collaboration platform facilitates transparent information exchange. Joint client briefings and regular reviews promote a unified approach, enabling us to deliver an exceptional and cohesive client experience, reinforcing our position as a leading hospitality destination in Dubai.
