In conversation with Ela Ergin, General Manager, The Ritz-Carlton Istanbul (Exclusive Interview)

The Ritz-Carlton Istanbul has been making headlines with the renovations of all accommodations and culminating with the opening of the Nobu Restaurant and the Nobu Suite.

The design of The Ritz-Carlton, Istanbul has recently been renewed. What impressed me and many of our guests the most is how the hotel combines traces of Istanbul’s history and city life with a modern touch. While reflecting Istanbul’s cultural fabric, the color layers, contemporary artworks found in different sections of the hotel, and the details carrying influences from both the East and the West, all come together to present our guests with a captivating story.

We aimed to create a space where our guests can find various cuisines in one place, and thus, we have added Nobu Restaurant to our inventory, along with the Nobu Suite. The Nobu Suite, designed to harmonize with Nobu’s essence, offers the opportunity to witness all the colors of Istanbul with the magnificent tranquility and perfect view of the Bosphorus. In fact, I can say that we have created a hub where our guests can participate in various activities, experience different flavors and enjoy themselves without leaving the hotel for 3-4 days.

To what extent all these developments have been improving the positioning of the hotel? USPs and comp set. What about the ratio of leisure / business or ‘’bleisure”

Due to location of Ritz Carlton, Istanbul 70% of the guests are leisure guests and we observe that after these developments in hotel and raise trend in the world, bleisure guests increased by 40% compared to previous years, especially in the summer months. We observe that many corporate guests are extending their stay with their family and friends to enjoy at hotel.

Has the guest profile changed? What is the percentage of locals you are now attracting? (non-hotel guests)

Ritz Carlton Istanbul position became more stronger in local market as social hub in Istanbul with Nobu Restaurant, The Roof and events. All these investments increase local guest in our hotels. Turkish guests in rooms share increase by 15% and non-hotel guest’s share increased by 40% in the  hotel.

With all these enhancements, how has the performance of the property evolved? (ADR – general terms, percentage – not specific figures)

Increasing number of suites, new investments such as Nobu Restaurant and The Roof positively affected ADR and both leisure and bleisure guests to push to stay longer in the hotel. 

Do you anticipate any headwinds because of the International context? – maybe a resistance or pressure on rates? 

Although all the developments in the world affect Istanbul tourism as much as other countries, Istanbul always receives demand from various countries and ADR increase every year, even if there are temporary variable situations.

What has been your approach in achieving and maintaining a high standard of customer service?

In today’s world, we observe a transformation in people’s desires and needs. As a hotel, we consider the ability to understand and respond quickly to changing preferences as a definition of luxury, and we take the necessary actions to ensure our guests receive the highest level of service by staying up-to-date with current trends. The use of check-in or mobile check-in applications has become common in our rooms.

Additionally, communication through chat and the utilization of room service have increased. Rooms with balconies and adjustable windows are preferred. Healthy menus and various options, especially for breakfast and lunch, receive significant attention. We also know that spaces with a story are desired, and we prioritize creating that feeling in different areas of our hotel.

Is there a recipe for putting tougher a well bonded and motivated team? How do you seek and nurture talent? 

Building a well-bonded and motivated team as a General Manager requires a multi-faceted approach. It starts with defining a clear vision and achievable goals for the hotel, which provides a sense of direction and purpose to the team. When hiring, it is important to seek talented individuals who not only possess the necessary skills but also align with the hotel’s values and culture.

Leading by example is crucial, as the General Manager sets the tone for the entire team by exhibiting professionalism, integrity, and a positive attitude. Supporting work-life balance and creating a supportive work environment is also essential, as it shows that the well-being of team members is valued. Finally, continuous improvement through regular evaluations and necessary changes ensures that the team remains effective and adaptable to evolving challenges. By integrating these strategies, a General Manager can foster a cohesive, motivated, and high-performing team in the hotel.

Which are your top 5 favourite off-the-beaten-track tips in Istanbul?

If you’re looking to explore Istanbul off the beaten track, here are five of my top favorite hidden gems. First, embark on a Basilica Cistern night tour, where you can experience the mystical ambiance of this ancient underground water reservoir illuminated by enchanting lights. Next, take a walking tour at the Grand Bazaar Roof’s, offering breathtaking panoramic views of the bustling market below while enjoying a serene atmosphere above the vibrant city. For nature enthusiasts, a safari in the Belgrad Forests is a must-do.

Escape the urban chaos and immerse yourself in the tranquility of this lush green oasis, where you can spot diverse flora and fauna. Additionally, don’t miss out on exploring the lesser-known neighborhoods like Balat and Fener, where you can wander through colorful streets, discover charming historic houses, and soak in the authentic local culture. Lastly, indulge in the unique culinary scene of Istanbul by venturing into hidden local eateries, where you can savor traditional delicacies and experience the true flavors of the city.

What novelties shall we be expecting at The Ritz-Carlton Istanbul for the rest of this year?

As we look ahead to the rest of the year, The Ritz-Carlton Istanbul is preparing to offer an array of exciting novelties and experiences for guests to enjoy. Particularly, The Roof’s summer season promises to be a delightful affair, featuring an enticing lineup of activities. Guests can anticipate enchanting open-air cinema screenings under the starry night sky, creating a memorable cinematic experience. Additionally, the sounds wonderful DJs will fill the air, providing vibrant and energetic performances for visitors to dance the night away.

For those seeking to expand their horizons, a variety of engaging workshops will be available throughout the summer, offering opportunities to learn and discover new talents. Nobu Istanbul provides a luxurious and unforgettable experience for both hotel guests and diners, combining exceptional service, exquisite cuisine, and a stylish ambiance. It has become a popular destination for international travelers and local residents seeking a high-end dining and hospitality experience in Istanbul. At The Ritz-Carlton Istanbul, a captivating summer season awaits, promising unforgettable moments and a truly remarkable stay.

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