A YEAR HAS PASSED FROM THE OPENING TIME ON THE PALM HOSPITAL ISLAND OF THE FASHIONABLE MODERN HOTEL "JUMEIRAH ZABEEL SARAY". FROM THE FIRST DAY THIS LUXURY PALACE STARTED TO ATTRACT TRAVELERS FROM THE WHOLE WORLD. ABOUT THE IMAGE AND DAILY WORK, ABOUT GUESTS AND FEATURES OF "ZABEEL SARAY" WE TALKED WITH STEPHAN SHUPBACH, GENERAL MANAGER OF THE HOTEL.
Stefan, please tell me what your hotel team managed to achieve in such a short, and at the same time, quite a long period of work. What was your first year like?
We opened the doors of hotels on January 4, 2011 as part of the so-called “soft opening”, having only one operating restaurant and 40 rooms out of a total of 405 guest rooms and 11 restaurants. Gradually, over ten months of the year, we opened all the restaurants - from Lebanese and branded Turkish to Indian, French and Vietnamese. Moreover, we have fully opened the largest spa in the Talise Ottoman Spa region, covering an area of 8,000 square meters. meters and has 43 treatment rooms. A theater similar to the Moulin Rouge cabaret, operating on site and designed to host events ranging from concerts to weddings, starting in January 2012, will offer live entertainment and shows from the Music Hall band from Beirut every weekend, and also excellent food and drinks from our chefs team. In a word, we did a great job to make our guests comfortable and pleasant in Zabeel Saray.
What is a special pride for you?
I would say that this is Talise Ottoman Spa. In the first months of its operation, this unique health and beauty center has already been awarded the World Travel Award as the "Best Spa in the UAE." However, our Indian restaurant has already entered the list of "Top 10" of the best restaurants in Dubai. Others are not inferior to him. If you look at sites where people from all over the world exchange opinions on the best restaurant experience, our restaurants are also listed in the top ten. It's nice.
If you look at the hotel as a whole, then Zabeel Saray has already entered the top thirty in the UAE, where today there are more than 430 five-star hotels. And this is the first year of work! Of course, I am proud of our achievements and my team, which was able to bring the hotel to such high positions in such a short time.
How do you rate hotel occupancy rates in high season?
Even in the summer months, we had quite a few guests, and since the end of October 2011, almost all numbers for the fall and the period of the New Year and Christmas holidays were sold, bringing occupancy rates closer to almost 100%. Moreover, I’m talking not only about hotel rooms, but also about apartments in private villas, the prices of which are much higher. I consider this a great achievement.
I will not ask you about the percentage of guests from around the world, just tell me, please, are there many vacationers from Russia and the CIS countries in Zabeel Saray?
A lot, and it pleases. Since I traveled a lot to Russia - Moscow and St. Petersburg, to Ukraine and Kazakhstan, and the members of our marketing team did the same, we managed to establish strong partnerships with large tour operator companies in these countries. However, the purpose of my trips is usually not only this, I visit regular customers of the Jumeirah network living in Russia, and this is part of our corporate policy. We go to lunch or dinner together, and this makes our guests feel like "family members" of Jumeirah. For almost all the hotels in our chain, Russian-speaking customers are one of the main markets, and Zabeel Saray in this sense is no exception.
Russian-speaking guests take the second place by the number of guests in our hotel, the first place and about 50% of the guests are German tourists. But I am optimistic and confident that Russia and the CIS countries will be able to take first place in 2012.
In your opinion, what are the main factors that make up the success of the Zabeel Saray hotel - the name of the hotel chain, the location on The Palm Island, something else?
I think that all together. People like it when the hotel looks extraordinary, and you can tell friends and relatives about it when you return from vacation. Our Russian clients usually pay increased attention to the palace architecture and luxury of the hotel, rightfully considering it a work of art. It is no coincidence that we published a book about the hotel, which details the architecture and art of the Ottoman Empire, which served as a source of inspiration for the creators of Zabeel Saray.
The name of the Jumeirah hotel chain is a synonym for quality and excellent service. And, of course, the man-made island of The Palm today is what the whole world is talking about, and it would be unforgivable for a tourist not to visit here. And it is also very important to listen to the opinions of the guests. They will definitely point out the lack of certain services, the fact that they would like to read certain newspapers in the morning or watch their favorite television channels. This is the secret to success, in my opinion.
What are the main challenges you, as the general manager, faced in your first year of work?
The biggest challenge for me was the fulfillment of the task - to open a hotel within 10 months, start competent and ubiquitous marketing of the new "five-star" in the market and maintain a healthy balance between the quality of services provided for first guests and the process of gradual commissioning of all new elements of the resort complex . It was important to clearly fulfill these promises and try not to break deadlines. We handle it! And I'm proud of my team! Now we have discovered everything that should have been open, and developed a strategy for the next few years that will allow us to surprise our guests returning (I hope) to Zabeel Saray again and again. Especially considering that new luxury hotels are constantly opening next to us on the "crescent" of The Palm Island.
What do you think about the further development of The Palm Jumeirah as an interesting tourist destination located in Dubai?
I believe that upon completion of the construction of all resort complexes, The Palm Island may well become the same prestigious destination as the French Riviera or the beaches of Miami. While still working at Madinat Jumeirah, I often thought about how to attract people to The Palm Island. Today I see that no one needs to be attracted, people have already appreciated the fact that only twenty minutes from the city center there are luxurious resorts that allow you to feel "at home away from home." Therefore, today we are seeing a great demand for our restaurants and for our rooms not only from tourists, but also among residents permanently residing in Dubai.
What do you consider the most important thing when working as the head of such a hotel?
I got a tremendous experience working in three completely different hotels of the Jumeirah chain - Emirates Towers, Madinat Jumeirah and now
Riding Zabeel Saray. All of them differ from each other in dynamics and character.
But the most important formula that I have deduced for myself is to be closer to my guests, then they will return. And you also need to be fair to your employees. I do not consider myself tough managers, but I am very clear and consistent in my requirements, which I immediately voice to all the newcomers to the team. Work in the service sector is extremely difficult - you are in public all the time, so the most important thing for my team members is proper behavior both towards guests and colleagues, obligatory politeness and smile, as well as the desire to always come to the rescue to the guest. The guest is the most important. If a person does not understand this and does not accept, then he needs to work in another area.
I try to ensure that the atmosphere in the team is joyful and pleasant, otherwise the employees simply will not be able to work well. They will get tired, annoyed at everything and everyone, and, in the end, will leave. I am for people to learn from their mistakes, not to be afraid to make them, and not to be shy about making decisions.
I try to support my employees, since no one in the world was born a ready-made professional. All comes with experience.
Who do you take an example from in your work?
These are two people. First of all, Gerald Lawles, chairman of the Jumeirah Network, is a terrific leader and person. The second important teacher for me is Olivier Louis, general manager of the One & Only Royal Mirage hotel, which today is our competitor.
Thank you, Stefan, for your time. On behalf of the team of our editorial staff, I wish you a Happy New Year and wish you success.
