Insights of working in International Star properties | Vinjamuri Sriram Dutt sharing his experience of working in Marriott Downtown Abu Dhabi (Preopening)

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Marriott Downtown Abu Dhabi Preopening (a journey to cherish).

As a hotelier by profession, one of the best experiences I would recommend is to be part of a pre-opening team of the new hotel property to the upcoming hoteliers and students. When I got to know that Marriott is coming with a new property in Abu Dhabi in UAE, I knew I had to be part of the most momentous hospitality project in the town of an international brand. I was so glad to have my application accepted with multiple rounds of interviews, just three months before the soft opening. I’ll share my experiences with you about opening the hotel and teamwork, so if you’re interested in how to open a hotel – keep reading

The service and the glamour and glitter don’t happen in one fine day without effort it happens with teamwork and with a team of preopening with all efforts and dedication.


Want to know how to open a hotel? Work in a hotel before it’s open

I was employee number 118 when I arrived at the pre-opening office. The Rooms Division team was only made up of nine people across six departments – Guest Relations, Executive Club, Housekeeping, Laundry, Concierge, and Front Office. There was a lot to do, including understanding the brand culture, reading the core standards and Standard Operating Procedures, core brand values, and local information.

[quote]Despite the uncertainties, I enjoyed the pre-opening experience very much as it allowed me to develop new skills. [quote]

In addition, the housekeeping team was the biggest which I was part of it. The whole team was warm and welcoming and people were from different parts of the world with beautiful experiences and exposure and varieties of cultural backgrounds and ethnicity and it was so diverse that so much was going on and to learn but ultimately everyone belonged to the same brand and came under one umbrella. 

Few Chapters I will un reveal:

  • It’s not for the faint-hearted. There was so much uncertainty leading up to the opening. When I first interviewed in the month of January, I was told that the hotel was opened on 1 April. When I joined in February, the project had been delayed until May. Throughout those months we had to prepare for the unexpected, and the final opening date was only confirmed three weeks beforehand.

 

  • Which came first – the chicken or the egg? When a new employee joins a hotel that has been running for a few years, it’s about learning the pre-existing processes and going with the flow. For a new hotel, there are so many processes that simply aren’t in place yet – for example, registration cards, menus, interiors, color combination, lightings, placement of amenities, and so on and so forth.

  • Meeting the Legend ARNE SORENSON: That beautiful and awe moment when I met none other the Late Mr. Arne Sorenson October 13, 1958 – February 15, 2021) was an American hotel executive who served as the president and chief executive officer of Marriott International. It was a fan moment and a great achievement as he was so humble and amazing who was visiting the hotel and city for the pre-opening and other inspections.

 

  • Build great relationships across departments while you’re still in the same office. I found this crucial, as the team grew very quickly over just a few months and it became increasingly difficult to recognize everyone but was fun as you make friends all over the other departments. These inter-departmental relationships were so important to ensure that we had continuous feedback in preparation for the opening. And also, to help each other and motivate.

 

  • Enjoy the weekends and the fun while you can. It was so refreshing to have weekends off, as someone who has worked in operations for a while. Being at accommodation and cooking and meeting friends from all the departments also meant spending this precious time with passion.

 

  • Be proud of your achievement. It’s not an easy feat to open a 25-floor building with 315 rooms and an Apartments side with 64 apartments on 5 floors. At the time of joining, we’re six weeks on from the soft opening, and we still haven’t fully opened, as we continue to sleep test and finish the remaining floors and facilities. It’s all been worth it though, as we’re not fully booked for the fifth consecutive weekend across our rooms and restaurants!

Combination of Hotel and Apartments. I was fortunate to work for Marriott Downtown Abu Dhabi as it was a 2-building next to each other, one is Marriott Hotel, and next to it is Marriott Apartments. I had an amazing experience working in both the buildings and was an experience which I always cherish it gave me an understanding of the service difference between apartments and hotels by a 5-star international brand.

  • Enjoying the teamwork.

Despite the uncertainties, I enjoyed the pre-opening experience very much as it allowed me to develop new skills. In particular, I was able to implement various initiatives, including helping the other departments, be part of training, cross-training, develop professional skills.

 

  • Some expert advice for hospitality students how wants to join a preopening open hotel

We may be just six weeks’ young, and are still facing various basic issues, but a very respected senior leader gave us this perspective: for an opening hotel, it usually takes six months for the operations to stabilize and another two to three years for the property to mature. Opening a hotel is like looking after a newborn child – it’s about being patient and adapting to the feedback provided, so you can find your feet over time.