In conversation with Kosta Kourotsidis, General Manager, Fairmont Dubai (Exclusive Interview)

How has the property performed post pandemic? Are there still challenges persisting?

The global hotel business as we know has been significantly impacted by the COVID-19 pandemic, many hotels globally still reporting declining occupancy rates and earnings. Fairmont Dubai performed well in 2022 due the positive impact of the EXPO as well the FIFA world cup contributed well. The trade-shows reached occupancy levels of 2019 with a positive ADR.

There is still a lot of uncertainty in the market and global economy which is difficult to forecast and predict business.

What about the current international context? And what are your expectations for 2023? 

The general travel habit is undoubtedly influenced by the political and economic climate throughout the world. Generally speaking, travellers are more picky, demanding, and concerned about their safety as travel has gotten more complicated and expensive. Demand for hotel rooms is also being impacted by global economic situations as well as political conflict in some regions. Hotel reservations may decline as a result of fewer people traveling for pleasure or business.

2023 looks even better thanks to all the major international exhibitions taking place in Dubai and the government support, which put us on a full occupancy for the first quarter.

Has the guest profile changed? (If in any way). Do guests / travellers have different expectations and / for a different perception of luxury?

It is likely that the hotel guest profile has changed over time especially after pandemic that depend on economic conditions, societal trends, and technological developments and the guest profile have become more diverse from different cultures and backgrounds, travelers now are more focused on sustainability, wellness and are more reliant on technology for booking and hotel services and they are expecting a higher level of technological amenities and support.

Tell us more about the positioning of the hotel – comp set, USPs etc

Fairmont Dubai is an icon in Dubai, located in the heart of the shopping capital of the Middle East and on the land of perennial sunshine and pristine beaches. Conveniently located, Fairmont Dubai is just 10 minutes away from the world’s largest shopping centre – Dubai Mall, Burj Khalifa, the tallest man-made structure in the world, and the Dubai Fountains. The hotel is also directly connected to the metro system and is linked to the convention and exhibition areas of the Dubai World Trade Centre by a covered, air- conditioned bridge.

The luxury hotel provides welcome retreat in its 394 guestrooms and suites, as well as meeting spaces flooded with daylight on the 33rd floor, several restaurant and lounges. For the business or leisure traveller seeking tranquility and relaxation, Fairmont Dubai offers two rooftop swimming pools, providing breathtaking views of sunrise and sunset over an ever-changing Dubai skyline.

How are your F&B and wellness conceived? 

In order to meet the demands of a variety of customers, including business travelers, families, and tourists, the hotels offer a variety of F&B, including restaurants, bars, and room service to help visitors unwind and refresh while staying at our hotel, it offers 40,000 square feet of spa, health club, and two rooftop swimming pools with stunning views of the sunrise and sunset over the constantly-changing Dubai skyline.

Do you plan any novelties for 2023?

After accomplishment of the full renovation of all guest rooms and lobby we are planning a brand new all day dining restaurant to exchange the guest experience further.

Many luxury hotels in both urban and resort destination continue to be challenged by the lack of staffing and fluctuant service standard. What has been your approach?

It can be difficult to find the right candidates who meet the criteria we set in terms of language spoken, skills, and experience for a hotel because the hospitality industry has a usually high turnover rate. In a competitive industry, we make sure to hire great talents only to maintain the outstanding service and exceptional experience and ensuring to retain great talents.

Overall, being proactive with recruitment, selection procedures, and reference checks can be the keys to hiring the best candidates and ensuring that they know what is expected of them. We also regularly work with hospitality institutes in other countries to arrange internships for recently graduated students while offering training courses and other forms of support to ensure that new hires are successful.

How do you ensure consistency when it comes to service?

Maintaining consistency in hotel service is crucial for retaining client happiness and loyalty. To do this, establish explicit service standards and rules that specify the caliber of service that all hotel staff should provide. As the needs and expectations of guests evolve, it is essential to ensure that all employees are aware of these standards, are trained on how to continuously provide high-quality service, and that the standards are reviewed and updated on a regular basis.

We continuously assess our performance using feedback from customers and mystery shopper programs to pinpoint areas for improvement and deliver training as necessary. We also motivate our staff to go above and beyond by rewarding them for consistently providing high-quality service.

What motivates you in your everyday work?

I am so privileged to work in peoples industry and creating smiles

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