Wyndham Grand Regency Doha front office manager Ayman Ibrahim reveals the secret to guest satisfaction, the increasing importance of technology and the need to constantly monitor guest and staff feedback
When did you join Wyndham Grand Regency Doha and what are your responsibilities?
I have worked at the hotel for three and a half years, having joined in May 2009. The main responsibility of my job is to be warm, friendly and courteous to all of our guests, ensuring that they have the best possible experience of our hotel.
What is your background?
Since the moment I decided to choose a career in hospitality, it has provided me with so many exciting and memorable moments. When I joined Wyndham Grand Regency Doha, I came in as a duty manager.
Since then I have been lucky enough to be recognised through two promotions. My role now is probably the most fulfilling — to see the moment when you turn a simple interaction with a guest into a memorable experience is infinitely rewarding.
How do you use technology in your role?
Technology has become a very important tool in the hospitality industry and we are doing our best at Wyndham Grand Regency Doha to provide guests with the services they want, for example within our guest rooms and business centre.
Furthermore, we are using technology to monitor, analyse and improve our guest satisfaction levels, for example using the tools provided by our brand owners and management company, Wyndham Hotel Group, such as a comprehensive guest satisfaction survey as well as a social listening tool, which monitors comments posted on social media sites like TripAdvisor.
What ways do you train and motivate team members?
I train and motivate my team using a variety of methods. On the job training, feedback through our daily sessions and bespoke monthly training programmes all help to ensure that we are maintaining the highest possible standards and meeting the needs of our guests.
In addition, I use the training materials provided by Wyndham Hotel Group to consistently reinforce the global Wyndham Hotels and Resorts Count on Me! service culture, which is based around the premise of delivering great experiences through acting respectfully and responsively at all times.
Aside from traditional training courses, I also place focus on ensuring that I foster a positive and dynamic working environment, in which our team members can have fun and prosper within their roles.
Are customers always right, or can you say no?
In my view, the guest is always right. If we are not meeting expectations or needs, we must investigate what has gone wrong and find a way to rectify this in a timely manner with the ultimate aim of the guest leaving us with a positive impression of our hotel.
How do you monitor the success of you efforts/team in terms of guest satisfaction?
Aside from industry leading feedback tools such as our guest satisfaction survey and our social media monitoring software I am also extremely conscious of gathering direct feedback. Through daily interactions with guests and through the feedback of my team I am able to keep my finger on the pulse of what is happening in the hotel.
What would you say are your most significant achievements in your role?
Successfully transitioning from the Grand Regency to the Wyndham Grand Regency Doha was definitely a highlight, as was winning the Wyndham Hotel Group loyalty award, which recognises the hotel from across the whole of the EMEA region that drove the highest number of enrolments into our guest loyalty programme, Wyndham Rewards.
Five tips for front office managers
2. Use the guest’s name
3. Anticipate the guest’s needs
4. Put yourself in the guest’s shoes
5. Always try to wow your guests