Editor: Tell us about your journey. How did it all start?

It’s a story I like to share and revisit; I grew up in hotels. Literally. Since I was a little girl, and as far as I can remember, I was living in hotels with my family. I must have been bitten by the hospitality bug as well since it is running in the family. My father was in the hospitality business, too. Being a live-in GM, we used to move from one property to another whenever he was presented with a new opportunity. Hospitality has always been a big part of my life growing up. When I graduated from high school, Hospitality was the only major I wanted to pursue and this is how my love affair with hospitality started. I enrolled in a Hospitality Management program and started doing side jobs along with my studies which have given me a chance to learn a lot more and to gain experiences from everyone who has crossed paths during my journey in school and in the workspace. 

My internships started in F&B with IHG, then I had a stint at Le Royal (member of leading hotels of the world), moved then to Le Meridien, and later handled a successful boutique luxury family property. I had the chance to also work with Minor Hotels in Beirut and Qatar. Here I am today with Kersten Hospitality in KSA still eager to learn more and explore even deeper the world of hospitality. 

Editor: What do you think it takes to succeed in this industry? 

Passion and a little bit more passion. I believe that hospitality comes as a built-in character feature in people. They either have it or not. Theories and principles can be taught in universities and schools, but dedication and a sense of genuine commitment and excitement are inborn. You must love hospitality in order to succeed. This is not just a job but is a calling. You become part of a journey and unique experience. Caring about guest satisfaction will not be a simple tick in your checklist but it will become your aim and your motivational toolkit.

Editor: What are the attributes you look for while selecting or hiring?  If someone wants to work with you, what should they do? 

They should have an ambitious and driven personality, a genuine smile that can get to the hearts of people, and a positive attitude. They should simply convince me that they will do their best to make a difference every day in the “guest journey” and the team’s journeys. They should be clear, straightforward, and honest with themselves about why they want the job and if they are ready to take the extra mile to make it happen. We always seek driven, creative, out-of-the-box thinkers who are ready to OWN and LEAD their projects and to deliver on their objectives. 

Editor: What advice would you give to a young, aspiring hotelier for their internship?

Be genuinely yourself, be proactive and be the added value in every person’s life whether within your professional community or your personal circle of family and friends. Simply stand out in everything you do, no matter how simple and small it is. Own and lead your projects and tasks. Become the example you want to follow. There is always a hidden value in every detail. Make sure you learn on the way up, otherwise there will be no point in all your efforts. Make it count in every step and every decision you make as you are curating your own future and your internship is going to be your first step. 

Editor: What are some of the trends you see impacting the hospitality industry? 

Technological advancements: some are overrated and used without clear purpose which complicates the life of the client and ruins his entire experience, and some are super practical and are being unique selling points for myriad properties especially when millennials are concerned as they will soon make up 50% of the traveling population. Not to mention robots that are replacing the human touch which is essential in the hospitality industry.

Social Media and its prevalence in our lives as an avalanche of events online - this could be a double-edged sword. When Good reviews and positive feedback are outpowering word of mouth and reputation, bad reviews and negative feedback could destroy many good properties which were incapable of pacifying the damage in real-time – with efficiency and authenticity. On another side, assessments are not the only challenge on social media but the ability to stay on track and up to date with all the trends, ideas, and fads that come with a super buzz and then get silenced and finally always staying in touch and close to your targeted audience and clientele.  

Needless to say, the closure of borders and the grounding of planes in the last 18 months have caused turbulence, which we are addressing and are in recovery mode today. As long as we apply agility and creativity in every aspect of our work, our Ecosystem will come out, rebound, and excel moving forward. People love to travel and explore new places and new things - this will not change moving forward it will expand and become more immersive than ever. 

Editor: Two things you would like to change in the industry.

I wouldn’t say I want to change something in the industry but I would rather paraphrase the question to what would you change about the way the industry is viewed. I would like to change how society looks at the industry and its people. I believe all hoteliers deserve to be more appreciated and admired for the efforts of perfectionism that they try to reach in the quest to satisfy every whim and cater to every request regardless of the time of day, availability, or simply the choices provided on-site a property. It is a 24/7 commitment from our teams and every query or a whim by a guest is of equal importance. That is what needs to be seen and recognized! 

Editor: What is your favorite interview question and why?

The second question is why I love being in this industry and despite the hard work and efforts, why at the end of any day I go home a happy team member and I enjoy seeing happy and fulfilled colleagues or excited guests. This can actually make my day and recharge the whole month ahead. If you are engaged in the most human industry, such as ours, then you need to pay attention to every single smile and happy guest.