1. HOTELIER MIDDLE EAST | December 2012 | Volume 11 Issue 1130
PEOPLE
FOHINTERVIEW:AYMANIBRAHIM
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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
W
hen did you join Wyndham Grand Regency
Doha and what are your responsibilities?
I have worked at the hotel for three and a half years, hav-
ing 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 Wynd-
ham 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 prob-
ably 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 compre-
hensive guest satisfaction survey as well as a social listening tool, which moni-
tors 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,
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 meet-
ing 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 ef-
forts/team in terms of guest satisfaction?
Aside from industry leading feedback tools such as our
guest satisfaction survey and our social media moni-
toring software I am also extremely conscious of gath-
ering 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 high-
est number of enrolments into our guest loyalty pro-
gramme, Wyndham Rewards.
AymanIbrahimjoinedWyndhamGrandRegencyDohain2009.
To see the moment when you
turn a simple interaction with a
guest into a memorable experience
they will remember forever is
infinitely rewarding”
feedback through our daily sessions
and bespoke monthly training pro-
grammes all help to ensure that we
are maintaining the highest possible
standards and meeting the needs
of our guests. In addition, I use the
trainingmaterialsprovidedbyWynd-
ham Hotel Group to consistently re-
inforce the global Wyndham Hotels
and Resorts Count on Me! service
culture, which is based around the
premise of delivering great experi-
ences through acting respectfully
and responsively at all times. Aside
1. Smile!
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
Five tips for front office managers