Exclusive Interview | Mario Rabi, General Manager- International Hotel Openings
Editor: Tell us about your journey. How did it all start?
I have begun my career in Hospitality working my way by waiting tables at a country club in Fort Worth, Texas. I was impressed. While I was going to school for Industrial Eng., I decided to pursue a career in the Hospitality field.
After I worked for Hyatt chain of hotels. I earned Bachelor’s Degree in Marketing from the University of North Texas. While in university, I played Captain of the University of North Texas soccer team and also while a student served as the school's Karate Coach for $225 per week. It was enough to pay rent, gas, food, school credits, and ride horses on weekends.
I continued my education and earned my MBA- in International Business from the University of North Texas.
While with Hyatt, Mario travelled with the company Dallas, Miami, Orlando, Kuwait and London.
In 1998 Hyatt company he was selected to take part in a city car race with Hyatt/ Texaco Corporation to raise money for Cerebral Palsy, an organization that I still support.
Mario was chosen to compete head to head against the Texaco representative and brought home the win for Hyatt. In addition to working with the Cerebral-Palsy organization I also worked with the American Cancer Society and the American Red Cross. For fun Mario is an avid horseback rider and still practices karate when he can, last in 2016 he was in Oslo competing.
Editor: What do you think it takes to succeed in this industry?
On an individual level;
Amaze your customers- and your staff- Excellent customer service is paramount! It is First and last impression.
Staff knowledge is essential.
Empower your team- this will make your team capable of resolving any conflicts that arise instantly.
Show sincerity with your staff and guests. Guests are not stupid. And they always have a choice. They know more than you give them credit for.
On developer’s level, Selection of a site, market, brand, and management team are crucial to the success of any property.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
I always look for:
a-Soft skills- positive attitude and enthusiasm. (I can teach you the technical part, but I can’t teach you how to smile and be cordial with people). I look for attitude, flexibility- this is a good asset to an employee to adapt to any situation. Good communication. This involves articulating oneself, a good listener and being proper body language. And I always look for individual who is willing to accept feedback – not only accepting it, but also applying that feedback to foster growth. I like Confidence. This is important to have the knowledge and skills needed for the role. Being confident will make people believe in what you I like creative thinkers. One being able to come up with solutions or alternatives.
b- I look for 'Hard Skills';
Hard skills are what is required to do the job. Typically listed in the job descriptions.
Editor: What are some of the trends you see impacting the hospitality industry?
Here are few;
Smart Technology- just like having smart phone or smart TV. It is becoming a norm in modern homes — simply allows guests bring the convenience of their everyday lives. For example; a room equipped with smart technology can allow guests to control lights and temperature with voice commands. Business traveller want high-quality technology for meeting rooms, allowing them to give seamless presentations.
Personalized Experiences- keep the perks alive! Unique amenities and features are more important than ever- A hotel room should feel like a home away from home, especially for business people.
Healthy Dining- No more snack bars with potato chips and candy. Consumers now want gluten-free, vegetarian and vegan options, and they'll visit the best places for all three. Make sure you have healthier ingredients on your menus with more vegetables, nuts and grains. Tackle the current food fad of hearty hamburgers consisting of plant-based meat.
Sustainability- Is attractive now. Make a good effort in incorporating eco-friendly activities. Charitable contributions or employing green initiatives. We have switched out any to-go coffee cups for recyclable, sustainable cups. You might also want to consider furniture.
Wellness Options- People want to bring their exercise routines on the road and even to their rooms. Most know how easy it is to fall off track while traveling, especially when fitness facilities aren't available. Guests desire better fitness rooms, yoga centers and cycling classes.
Phone-check-ins. Allowing guests to check themselves in reduces wait times and gives them control over their hospitality experience. This practice also integrates the technological element many look for when choosing hotels.
Artificial intelligence- is taking over many roles previously held by humans. However, an abundance of new positions are opening. Social media managers handle promotional affairs, while yoga and Pilates instructors help guests maintain their on-vacation wellness.
Millennials- are important business! Combining leisure with business trips is now a phenomenon called ‘Bleisure’. It’s true. Let’s face it, we book hotels for business but stay longer to visit local attractions and relax, right? These individuals are likely to want fast access to amenities, and they prefer spontaneous activities. So open communication is crucial for these guests. Inform them of the local spots, and be forthcoming about the comforts your hotel offers.
Virtual Reality- Virtual reality is paving the way for how hotels sell their most appealing features. VR tours allow potential visitors to check out the lobbies and rooms before booking a reservation. This technological aspect helps guests picture themselves within the setting and make informed decisions about where they stay. The more control they have over their experience, the more satisfied they'll be.
Editor: Two things you would like to change in the industry.
1- I would like to see staffs well-being truly becoming a priority. At the end of the day, they are not just the employee of the owners, also the management group.
2- I would change to ease financial burdens on property teams stipulated by owners. Change the financial statement to make it win-win!
Editor: What does post COVID19 Hospitality look like to you?
It will be challenging to say the least!
Health & Hygiene training certificate will be part of the resume for everyone.
White gloves are back.
We will create and face high-quality service with a firm cleaning standards.
Hygiene kits with masks are part of checking instead of the welcome drink.
Sanitizing machines will be seen more than vacuum cleaners.
More use of sliding doors.
Restaurants will have fewer seating offering distance.
Less covers in outlets.
Extra hygiene & sanitary will be an added value and will be marketed for.
All Inclusive concept will be a thing of the past