Geheimnisse hinter unvergesslichen Aufenthalten

the Future of HospitalityAnd That's amazing. Yeah. Yeah. I get goosebumps. And I know you really you you mentioned in another interview also, I just remember, you said also one time, guest complaints made who you are today. Remember? Yeah. You said that one time to me, and it it really is like you are so good in it and in turning things around. And it's also like a family pretty much. Right? It's like when you have trouble and then you fix it, and then somehow after you maybe stick more together. Is is can you compare it like that? Right. Yeah. It makes your relationship stronger.

Zulal Gul Al MariYes. Yes. With the guest, with the team, with everybody. Because, like, you all went through this very difficult phase together, but you also made it happen together. So it's it adds lot of value to that relationship.

the Future of HospitalityI believe in that. Yeah. And now your team is less nervous when he comes. Yes. Yes. Yes. Good. Everybody's

Zulal Gul Al Mariso good with him now. Everybody's very happy.

the Future of HospitalityAnd how do you see, like, the role of emotional connection evolving in luxury hospitality?

Zulal Gul Al MariI think emotional connection is a must if you're in hospitality. Like, you have to have that to so recently, Fairmont has gone through a new brand and service culture transition that we are still going through, and we are training our teams accordingly. And as you remember, Hardist, it's still there, but now Fairmont wants to be Fairmont with its own brand culture because it's such a strong brand for emotional connections and emotional and emotional connections. So they're actually building up on that, and we have we have had an opportunity to be trained so we can train our team. So I'm very, like, lucky with that as well that we're training our hotel colleagues right now with the new training.

Zulal Gul Al MariAnd there's one thing there, like, I really love that we don't think of it, but it's true. Like, true luxury it says true luxury isn't one size fits all. It's it's for everybody different. So Mhmm. To make it happen for everybody, luxury is different to every guest that we receive to our hotels. And to make it happen, you need to have an emotional connection. Because if a guest is coming to our hotel for a business trip, a luxury is different to that person than a family that comes to have a little staycation. Because for a business guest, a luxury you know, having a speedy service, making sure the laundry is done quick, you know, the car is ready before their very important meeting, that is luxury for them.

Zulal Gul Al MariAnd for a family, it's more relaxed, more chilled, you know, having taking care of their kids or maybe some fun amenities. You know, that's luxury for them. So it's not one size fits all anymore. It's different. To get this, to know what luxury for them, then you need emotional connection. You need to build that emotional connection to get to know them, get to understand, you know, their needs or their expectations from that stay. And, basically, like, I also had one Forbes article I was reading about hospitality that one hotel calls them the golden nugget. So actually, like, finding your golden nugget. So in order to do that, you need to have emotional connections or also attention to detail.

Zulal Gul Al MariAnd without emotional connection, we can't do it, unfortunately. If you wanna you wanna be in this, you know, like, in a luxury environment or in luxury hospitality, if you wanna do this from the heart and make sure that, you know, we're doing it good, you have to have emotional connection.

the Future of HospitalityYeah. Yeah. Well said. It's true. Yeah. It means something different for everyone. Yes. And now I even know I mean, myself as well. Right? It's it's like before you didn't have a family. Now with family, you have totally different perspectives, totally different needs. You're happy when your children are happy. Yeah. It's like and the same for guests. They don't wanna know maybe all these details and restaurant recommendation. They just wanna go, like, to the room. Right? Yeah. So absolutely. Well yeah. Well said. So what do you think We have worked together in Fermi Dubai, so I know you were always like you even were the one who showed me how to handle guest feedback and also so what do you think hotels still get wrong when it comes to guest feedback?

Zulal Gul Al MariI think maybe not I wouldn't call it they're getting it wrong, but I would call it, like, sometimes we take it to, like, very personally as a hotel or as a person who's handling the guest feedback. We are really taking it's like, oh my god. Like, why are they doing this? Or why are they giving this feedback? Like, we're not taking it in a way that, okay. What what can we do better? Like, there is something there. Right? This this guest is giving this opportunity, this feedback to make things better. So I think rather than taking it as, like, oh my god. That's another negative feedback and, you know, really, like, feel bad about it. Rather, we should be like, okay. I really wanna hear this.

Zulal Gul Al MariThat actually makes sense. You know what they're saying? Okay. We can work. We we can make we can fix this or we can make it better. You know? The next coming guest is not feeling the way that that guest felt. If you look at the guest complain, like, I again, like, I always tell my team, like, nobody comes to a hotel to complain. I mean, at least that's my belief. No guest comes to a hotel to because it's taking time off their precious time as well. Right? And with complaints, so this is not working. If you're taking that time that they could have done something better or focus on their work or focus on their family. Right? So rather saying that, oh, they're complaining, but we can say that, oh, okay. This person actually took that time to come and tell me all these for me to make things better for them and for the next person.

Zulal Gul Al MariSo it will take the next person's time as well. Time is precious right now. Right? Like, in in Yeah. Era we are living, like, the time is so precious. People wants their time. So for them to come and complain or even write a review or an email, that's a good thing. So I think if we see it in a, you know, like an improvement or, like, they're basically kinda I feel like they're basically doing the job for us at some point. Right? They're giving us what to fix that we missed. So if we see it in this way, I think we will we will enjoy solving them rather than thinking it as an extra job or, like, a an additional duty.

the Future of HospitalityYeah. True. And, yes, like, the mindset, right, of the person. And I really like what you said that, actually, if someone comes and shares his feedback or complaints, then you don't only have the opportunity to fix his problem. Yeah. You also have to you also can fix it for the future, for other guests, and this will save more time, more energy, more Everybody. Revenue also because you have to sometimes, right, maybe get something give something back in order to make it happen again. So Yeah. Yeah. That's that's true. Yeah. So can you maybe share any tips, specific tips for turning around a bad guest experience in the moment?

Zulal Gul Al MariSo I love recoveries, I would say in that way. I love recoveries because I always see them as opportunities that I am going to build a great relationship with this guest, and they're going to come back. And sometimes, maybe they don't want to come back also, and that's okay too. But as long as I know that I did the right thing from my side to my highest level of that I could solve that problem. And I'm happy with that too. I think being true to yourself, first of all, if there is literally if you made a mistake as a hotel or as a team just accepting it, saying to the guests, okay, being honest with them. Yes.

Zulal Gul Al MariWe have failed, I'm really, really sorry. But I'm here. I wanna make this happen. I wanna fix this for you. And once you own that problem or feedback, I would say, and fix it, but but literally own it. Every step of the way, being with that guest, making sure that they're feeling that they're taking care, building that trust so they're not gonna be like, oh, okay. I'm gonna go see another person, another person, another person. You know? Like, if they if you solve that problem in the first contact with the guests, and there is actually a data that they can come back for the future visit, they say. But the more people they see, the more the less likely that the guests return to your hotel. So Mhmm. You saw it from firsthand and owning it. I think those are the tip that I can say. Own it. Fix it.

Zulal Gul Al MariBuild the trust with them. Follow-up with them. And even after, like, everything is done and it's fixed, still, you know, give them a little call after a day or two. Like, how's everything? How is your site going? When they're checking out, if you have the opportunity to go meet them upon checkout and say, again, thank for their feedback and, you know, for listening and for allowing you to fix that problem, do that as well because they really care. They they see that you care, and then they really appreciate that. So I would say Yeah. Will be the best to solve.

the Future of HospitalityAnd I believe a lot of guests, maybe, like, most of the guests maybe understand that sometimes mistakes happen. Yes. And I think the the the way you can make it work is is already like a great step only that you care because so many people don't care. Yes. And and yeah. The way you say that it's great. It's amazing. That is maybe just, you know, don't see it like, oh, like you said, yeah, there there's another guest complaint or this guest wants something from me or, this will take a lot of time. This is an opportunity for you and Yeah. Yeah, it's it's so true. Yeah.

Zulal Gul Al MariI I also think that, like, this this recovery I'm doing will add to me as a person too. Like, as as an as a Fairmont gold manager or whoever whatever is your position in operations, it will add to your experience.

the Future of HospitalityYeah.

Zulal Gul Al MariAnd next time something similar happens, you can actually prevent it before even it happens because you you will see the cues or clues that is happening. You're like, oh, this happened before. Okay. I can prevent this before even it happens.

the Future of HospitalityYeah. Exactly. And that's even better if you know, how to not only solve gas complaints, how to prevent them from even happening. Mhmm. Absolutely. Yeah. Yeah. True. So, Zulal, you built strong relationships, I believe, across cultures. Yes. What's your secret to universal hospitality?

Zulal Gul Al MariI feel, Tanya, like, I'm very genuine. Like, I have I have no bad bone in me. It's I really care about people genuinely from the bottom of my heart, and and I respect their culture. I enjoy getting to know their culture, you know, like or, like, attending their cultural events or eating their culture, you know, like, traditional foods or something or knowing one or two words from their language to, like, you know, tell like, use it while I'm speaking to them. And also, like, I think I am really good at also building that relationship. It's like, at work, I'm really professional, and we do the work. This is work. Right? But outside, we can be friends too.

Zulal Gul Al MariAnd I never take things to my heart. At work, let's say, if you had an argument or something or, like, a heated discussion, that's at work. And these things happen, and I respect that. That's professional. But when we go out of the hotel, you're still my friend. Like, I'm not going to hold grudges on you because we had a heated conversation at the hotel because we were both doing our job. But outside, we're friends and, you know, we enjoy each other's company as who you are. So I think my thing was I accept people for who they are, and I I love, like, building relationship with them, seeing the things that they cannot see in themselves and, you know, motivating them, supporting them in any way that I can do.

Zulal Gul Al MariAnd seeing especially, like, if it's my team, seeing them grow is it gives me a different kind of happiness. You know? Like, you know? I'm so glad that I can touch these people's lives or their career paths along the way and it it makes me happy. It's just it's just pure happiness for me because And I'm sure. Yeah. And I learn so much from everybody around me as well. So they add to me also.

the Future of HospitalityAnd I'm sure that you lived in so many different countries, learned about different cultures, also living there. Maybe it's also for you a great benefit to your work because people coming from all those different countries to your cultures to your hotel, you understand maybe their way of thinking better and their Yeah.

Zulal Gul Al MariAnd I can always have a conversation with them about some about Like,

the Future of Hospitalityyou have conversation,

Zulal Gul Al Mariyou know, and, like, you have to have conversations with guests, especially, like, if you're in an elevator. I know that's such a challenge for every hospitality person, like, that awkward silence in a but for me, like, it's not like I was, oh, hi. Good morning. How are you? Where are you from? And then, like, we find I will always find something in common with them, and, like, I will always make that awkward silence to a cheerful conversation. And when we are leaving the elevator, we're like, oh, see you again. You know? I'll see you around. And then nobody's feeling awkward and, like and I have, you know, learned something about someone else in that five seconds or, like, you know, two minutes of elevator ride.

the Future of HospitalityAnd Yeah. And the guest had a really nice conversation and thought, oh, there's friendly people here in this hotel. Yeah. Yes. True. Yeah. So and you mentioned before that you learned in Dubai, especially also, like, dealing to work under high pressure. And how would you say, like, now with your team, what's your approach to coaching your team through those high pressure guest situations now?

Zulal Gul Al MariYeah. So what happens is, of course, a good planning is really important for a very busy operations. You need to have a good planning. You need to see what's coming, how many guests you're going to have for breakfast or you know? And sometimes you might not be able to do it because you might have a last minute pickup while you're sleeping. Right? And you never know. But it's it's always I always tell them to ask for help because, unfortunately, in hospitality, I realized that we are very shy of asking help from each other in other departments, and but we shouldn't be. So I always encourage my team to okay. If you're busy and I'm not around or, you know, I'm somewhere else or in a meeting, please ask for help. First, call me. If I'm not answering, call the FMB manager on duty in charge or front office manager on duty in charge, like or someone. Like, ask for help. It's important. And if it needs to be asked from a another department head, do that too because we're all responsible of helping each other in a hotel. Right? Maybe next time that department will need our help, and we'll run and help them. So I think in the high pressure and, like, very busy operations, number one is I think we should be brave enough to go and ask for help from each of them because we cannot just say, oh, okay. I'll figure it out. You know, I'll do it myself.

Zulal Gul Al MariAnd then we're all just overwhelming and burning ourselves, and it's definitely affecting the service that we're providing. And second is just keeping calm as well is important because the more we panic, the more things are gonna go worse. So and if there's something that we missed, we can always be honest with the guest. You know? Yes. It's missed. Or if there is something that needs to be delivered, okay. It's going to delay a little bit. You know? Like, giving them that time frame in a real time. Not like, okay. I'm gonna get it done in five minutes, but you're not gonna get it done in five minutes.

Zulal Gul Al MariYou need another thirty minutes maybe or or an hour. You don't know. So be honest with them. Okay. I can get this done for you, but I need maybe two hours. Will that work? Is that okay? Just being honest and open to the guest, to their expectations, building that honest expectation for them as well. It's important. And, you know, it will get better. Like, after a few hours, you're like, oh my gosh. Such an operation that we had, but it's now good. So I think these are the things to have while it's really, really busy and or, like, very high pressure. Of course, if you have the chance to be prepared and get the support, that's perfect. But if it cannot be and it's very last minute, I think everybody's there for each other in every hotel. So asking help is it's not something something quiet.

Zulal Gul Al MariWe can't Yeah. Ask for help.

the Future of HospitalityYeah. And I think that's a great thing about hospitality, also the teamwork. Right? Across departments Yeah. I think many people believe maybe it's just about your own team. But Mhmm. In the end, the entire hotel is one team. Exactly. All of the same for the guests. And okay. Maybe, like, I'm not an expert in in in in the restaurant Mhmm. But I can sure bring coffee or, like, you know, I can help a

Zulal Gul Al Marilike, take a plate from a table. So

the Future of Hospitalityit's like everyone can do something Mhmm. To help the other person, or he will just tell you what to do. And, yeah, in the end, it's just to support. Okay. Someone is here with me. And I think it's also a great eye, like, for the eye of the guest. Like, oh, wow. There is someone from a complete other department. I know he worked, in the restaurant yesterday, and he's here now helping. So they're helping each other. I think it's Exactly. It shows that too. Yeah. And

Zulal Gul Al Marihow to say? It's just like like you said, we are we are all working for the guest there. Like, the whole goal is together. We have one goal, to serve our guests in the best way possible. And and we can do it together, like you said. You know, sometimes, maybe I'll go to banquets or you come and help me or, you know, maybe it's something and even in, like, learning and development or TNC, I can come and help you with that. Whatever I can do. Right? It's like you said, we will guide each other and we'll make it happen.

the Future of HospitalityYeah. And maybe this will help also in all other kinds of communication as well when I think when you have strong relationships with the other departments also, then you talk maybe more about the challenges you have, about the things, and sometimes it's all about communicating and then right? So it's it's true. Yeah. And, also, it gives you the opportunity, for example, if you help another department

Zulal Gul Al Marithat you didn't know what is their operation looks like, and you get a taste of that, and you're like, oh, okay. So I was expecting, let's say, in room dining to deliver my amenity in, like, ten minutes, but, hey. They're really busy. Their job is not easy. Oh. Accepted. I am not going to think now that they can deliver in five minutes. Now I see what they're going through. Or, like Yeah. The royal service or, like, com like, operator. Right? Oh my god. Like, okay. That's why they cannot do it right away. Now I understand. Like, just you're seeing their side of it, and then you understand. And like I said, and it builds that relationship very strongly because you have a different level of respect for that department.

the Future of HospitalityYeah. And you will get this understanding, like, when you call how, like yeah. 15 times, they're like, he still hasn't answered my phone. And then you're like, oh, okay. They're actually doing something. Yes. They're actually busy at this time.

Zulal Gul Al MariExactly. Yeah. True.

the Future of HospitalityWell, what would you say Zulal has been the most challenging moment in your career, and how did you grow from it?

Zulal Gul Al MariSo for me, I think, I would say, not in my career. I would say motherhood has been my most challenging experience overall in my career. I never knew how hard it is being a working mom. And once I started doing this, then I realized, I'm like, oh my god. Like, because I wanna give so much to my work, and I wanna give so much to my kid as well. So it's it's really hard to balance that out because you wanna have 100% at home, 100% at work as well. And it is it is hard on the body. It's hard on your mental health and everything.

Zulal Gul Al MariAnd I think that was my biggest challenge to try to balance this out properly so that, you know, my kid doesn't feel like, oh, my mom is, like, you know, not seeing me or, like, not caring about me or always working, or my work should be shouldn't be saying, oh, she's always, like, you know, with her kid or whatever something. I think that fine balance. I think it was the toughest, but I'm really, really lucky. I think it's a big part of it that having a great partner or a husband that's really important that supports you in this. And I've been very blessed with my husband that he supports me at home with my career goals and everything. So, eventually, you find that fine balance between each other. So you become a great team at home as well to make it work.

Zulal Gul Al MariYeah. Yeah. I think that's what I learned to have a great support system from others. It's really important to make both worlds work. That was my that was the most challenging thing for me.

the Future of HospitalityYeah. And, I mean, you love both. I know you love, of course, your family, and you also love your job. Yes. So it's like you wanna make it both balanced. Yes. Yeah. But, yeah, you managed to do so, and it's it's good to have the support back home as well. Yeah. Definitely. Definitely. And

Zulal Gul Al Mariother than carrier wise, like, just purely carrier, the struggle Mhmm. I wouldn't say, like, any struggles, but it just comes on a day to day operations. Right? Like, things will come and you'll learn from it. And, again, even there when you have challenges, having a great, supportive leader, or your direct report is really, really important. And I am again, throughout my career, I've been really blessed with great leaders and great team members. So and here as well, nothing different. I have great leaders, a great direct report, a great team. Like, I love my team so much here. Like, they're they're amazing. And, having them just makes every day easier for me.

Zulal Gul Al MariAnd, like, I cannot be thankful enough for them, for everybody that I have actually here. Everybody has been really great. So, again, team is team is the most important thing at home and at work. Yeah.

the Future of HospitalityTwo teams. Yes. Exactly. And what would you say maybe last tip for everyone who wants to also turn these experiences around? What's one small gesture that always makes a big difference for a guest?

Zulal Gul Al MariFor me, I think it's it's a personalized note. Like, from your bottom of your heart, like, a genuine note. Either it's a great, like, occasion that you know that they're celebrating or there is something that happened and, you know, you're trying to fix it. Sometimes it can be just like, I'm sorry in a note. Like, genuinely, like, just I'm sorry note goes a long way. And but it needs to be from your heart. It needs to be from you. It needs to be really, like, to that guest, not something generic. Right? It's really has to be for them, created for them. So I think that's those small gestures of small notes or maybe a very meaningful gift that, you know, the guest were wasn't expecting that even make it happen.

Zulal Gul Al MariAnd I think those things just coming out of your way and, like, not a generic, okay. I'll send you a fruit platter or something, but something something

the Future of Hospitalityfor them

Zulal Gul Al Marithat has a meaning to it. And it doesn't have to be always a food amenity. Right? It can be something else always. It's just, I think, putting a little bit more thought. It's really important rather than just brushing it off, but just maybe spending extra five minutes on how I can make a difference for this guest. I think that's that's my tip. Just just to think that extra five minutes, how I can make difference for them, how I can touch their heart. So I think that's that's the most important thing

the Future of Hospitalityfor me. Yeah. That's that's great. That's a great tip. What would you say is like so for the future of hospitality, how do you think in five, ten years, maybe will maybe in the Fermi Gold Lounge or maybe in general hospitality, luxury hospitality Mhmm. AI, everyone's talking about it. What do you think might change in five to ten years? Or do you think personal interaction will still be most important? Or what what will maybe change?

Zulal Gul Al MariDefinitely, lots will change. And that's how I believe because AI is, like it's unbelievable right now. Right? Like, some countries are already putting in their, like, curriculums to their students, to their schools, and stuff. And as long as I think we use it to the advantage advantages of the hospitality, I think we will definitely, you know, learn lots of it and we'll use it to our benefit. But for me, I feel the human connection will still be there. No matter how much AI, you know, work can be done. I don't think, you know, AI is not going to sit and cry with the guest that I cried when they found out that their mother passed away and holding their hands and crying.

Zulal Gul Al MariOr a guest who came to celebrate their wedding day whose AI is not going to go and hug them. Right? And Mhmm. A very beautiful life, and she's not gonna go hug the AI and thank them for a wonderful stay. Or, like, I don't think they're going to be able to do that. And I think we are the only people, like, only human touch, emotional connection. We can only do that for our guests. And how fast phases life is, how much, like, business or work that they do, guests will still want that connection. Mhmm. Because we we're emotional creatures. Right? We we cry when we see an emotional scene in a movie. And when we go to a hotel, if there's something tough and, you know, we're going through so much, and we want someone to understand us.

Zulal Gul Al MariMhmm. And I think we will we will be there still. Human connection will still be there and making sure AI will be there too, but I think we will really work together well.

the Future of HospitalityYeah. Yeah. Yeah. It's yeah. Not to be replaced.

Zulal Gul Al MariNo. I I don't think I don't think it's Yeah. Not possible. No. Yeah. Maybe in the emails and stuff, people will use it and it's great and wonderful. But, like, no. Not not this. I don't I don't think so.

the Future of HospitalityYeah. I mean, people still want to speak to yeah. Yeah. I said yeah.

Zulal Gul Al MariI I would guess that, you know, yeah, they were having a life celebration, celebration of life for their mother. And, like, I did lots of with them, with my team, and she literally came in tears and hugged. We cried, both of us. We cried. And I don't think AI can AI can do that. No. Definitely

the Future of Hospitalitynot. So Yeah. It's like, it's like, having pain with someone else. Right? And and only a human can really feel you, can really, like you said, hug you, making it better Yeah. In a really touching way.

Zulal Gul Al MariDefinitely. Yeah. We'll still be there.

the Future of HospitalityYes. Let's see what the future brings. Yeah. Well, thank you, Stolal.

Zulal Gul Al MariNo. Yeah. Thank you so

the Future of HospitalityI I had goosebumps sometimes, really. It was it was so I like when you share your stories, Salad, you know, and it's a really you you take it all like, you take it all in. You can really, like, fly in your world of of guest experience.

Zulal Gul Al MariI love it. It's just Yeah. I I love and live it, like, every single day. It's it's amazing. And that's why when you said, oh, would you wanna have an interview? I know it's the time difference. I I don't care. Like, I'm I'm okay with that because I wanna share this with everybody who's looking for a future in hospitality. And, I wish I can be a little bit of inspiration to anyone, for their career, and I would love that. But, yeah, this is this is what I love. I I love from from my heart. I love it.

the Future of HospitalityYeah. It was really inspiring, and I think you shared a lot of really great practical tips, you know, on maybe also taking those fear from someone who maybe works at the reception or in even in a different department. Mhmm. And and I guess maybe share some feedback that not to worry about and that you can even make something good out of it. And I think you put a lot into that interview today. So Definitely. Yeah. Thank you for coming. Yeah. It was my pleasure. Thank you. Dan, speak soon. Take care, Sulah. You too. Thank you.

Zulal Gul Al MariHave a wonderful day. Bye.