Torres Consulting

Ep. 80 Karim El Horr, Regional Dir. of Ops. Support and Hotels Performance Millennium Hotels & Resorts

Ep. 80 INTERVIEW: Karim El Horr, Regional Director of Ops. Support and Hotels Performance Millennium Hotels & Resorts

Karim has been working 15 years in the Hospitality Industry. Being Lebanese, being hospitable is within him, and since childhood he dreamt of joining the industry.

From an internship at the flagship InterContinental Hotel in Beirut to his current role in Dubai for Millennium, Karim has reviewed his career, passions and views on how to deal with teams, customers and owners alike.

Some highlights of the conversation:

Current role: Covering 3 areas: Overseeing the daily operations of 50 hotels + 9 on pipeline for 2021; dealing with owners; and making sure guests enjoy.

Taking care of staff: Without colleagues (staff) , a hotel has nothing. If we want the team to WOW the guests, we need to WOW them too. It’s not about budget, it’s about the experience. The top priority needs to be to invest in talent, from the recruitment to the exit interview and everything in between.

Guests: Emotions come from expectations. Knowing how to take care of guests is key to share those emotions. A way to know if a Hotel focuses on guests is how they treat social media reviews. Do they copy/paste or do they really show an effort on replying the reviews?

Young talent: For the ones willing to enter the industry, is important to have clear expectations and goals. Know how to read guests and understand them.

Pablo Torres

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