At the heart of Dubai, a leading luxury destination in the world, is its impressive array of top-class hotels. A true stand out is the Kempinski Hotel Mall of the Emirates, strategically linked to the Mall of the Emirates.
In this exclusive interview with Economy Middle East, General Manager Slim Zaiane reflects on the milestones of the iconic 5-star luxury hotel. Zaiane, who has been with the hotel for a decade, also shares the brand’s pivotal role in Dubai’s booming tourism and hospitality sector — and the importance of adaptability and innovation in this competitive scene.
Kempinski Hotel Mall of the Emirates is a leading 5-star luxury hotel in Dubai. With Dubai’s tourism and hospitality sector booming, how is the business thriving? Can you share some key achievements in the first quarter of 2024?
Kempinski Hotel Mall of the Emirates stands as a testament to Dubai’s vibrant tourism and hospitality industry. Despite the competitive landscape, our hotel has flourished, reflecting Dubai’s status as a global tourism hub.
In Q1 2024, our achievements have been exceptional, with significant improvements in both financial performance and key quality metrics. In line with the market’s year-on-year growth, Dubai welcomed a remarkable 11 percent increase in visitors, totaling 5.2 million in Q1. For instance, our occupancy rates during January and February soared past the mid-80-percent mark, underscoring the strong demand for luxury accommodations in the region. This success is a result of our unwavering commitment to providing unparalleled service and experiences to our guests, ensuring their loyalty and satisfaction.
This year marks your 10th year at Kempinski. You started as a Hotel Manager before becoming General Manager in 2017. Could you share some of the most significant changes you’ve seen at the hotel and Dubai’s broader hospitality sector? What are the most invaluable lessons you learned from your experience?
Reflecting on my decade-long journey with Kempinski Hotel Mall of the Emirates fills me with a deep sense of pride and achievement. From my transition from Hotel Manager to General Manager in 2017, I’ve witnessed transformative shifts within our establishment and Dubai’s broader hospitality sector. Dubai has emerged as a premier luxury travel destination, attracting discerning travelers worldwide.
Within our hotel, technological advancements, evolving consumer preferences, and a renewed focus on sustainability have reshaped our operations and services. Notably, our recent recognition as the Best Luxury Hotel Brand at the 32nd annual TTG Travel Awards 2023 speaks volumes. Additionally, this achievement highlights the unwavering commitment, pride, and exceptional care displayed by myself and my dedicated team.
Under my stewardship, our commitment to sustainability has garnered prestigious certifications like the Green Globe award and LEEDS certification. This aligns Kempinski Hotel Mall of the Emirates as a conscious and environmentally responsible choice. It is a option that our esteemed guests can feel good about.
Furthermore, these accolades and endeavors underscore our continuous dedication to excellence. We are setting a benchmark for the broader hospitality industry in Dubai and beyond.
Moreover, our community support initiatives and efforts to nurture young talents reflect our holistic approach to corporate social responsibility. Our comprehensive CSR strategies include ongoing support for children with special needs and a longstanding partnership with the Red Crescent, with over 10 years of continuous contributions exceeding one million dirhams.
Consistently ranked among TripAdvisor’s top 3 hotels and receiving top ratings from the Forbes Travel Guide, we are firmly established as leaders in luxury hospitality.
Ensuring integrity within the luxury retail community of the mall, we continuously enhance our hotel offerings to surpass guest expectations. This entails the introduction of new dining establishments, ongoing upgrades to wellness facilities, and a steadfast commitment to delivering the ultimate luxury hospitality experience in the city.
Over the years, one crucial lesson gleaned from our journey is the importance of adaptability and innovation, particularly amid challenges like the COVID-19 pandemic. Swiftly adapting to change positioned us ahead of competitors, enabling us to remain operational during the pandemic and culminate the year with profits. These experiences underscore the significance of resilience and foresight in navigating the dynamic hospitality landscape.
The hotel is connected to the Mall of the Emirates. How does this prime location impact your operations, especially during summer? How do attractions like Ski Dubai and accommodations like Aspen Chalets enhance the guest experience during the hotter months?
Kempinski Hotel Mall of the Emirates enjoys a strategic location connected to the iconic Mall of the Emirates, which serves as a cornerstone of Dubai’s retail and entertainment scene. This proximity presents unique opportunities for our hotel, particularly during the summer months when guests seek refuge from the scorching heat.
The integration with world-renowned attractions like Ski Dubai and our Aspen Chalets enhances the guest experience, offering a diverse range of leisure activities under one roof. Not only do these attractions appeal to tourists throughout the year, but they also contribute to the hotel’s resilience during seasonal fluctuations in demand.
Additionally, our ongoing partnerships with luxury retailers result in collaborative efforts that add significant value to our guests’ experiences, further solidifying our position as a premier destination for luxury hospitality in Dubai.
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Looking forward, what are the main goals and expectations for the hotel for the rest of 2024? Are there any specific challenges or opportunities you foresee, including those that the broader travel and tourism sector faces?
Looking ahead to the remainder of 2024, Kempinski Hotel Mall of the Emirates is poised for continued growth and innovation.
Our primary objectives revolve around elevating guest experiences to new heights while maintaining financial stability in an ever-evolving market landscape. We are committed to introducing innovative concepts in our food and beverage offerings. Furthermore, we aim to enhance our wellness offerings, catering to the growing demand for holistic experiences that nurture mind, body, and soul.
Despite challenges posed by market uncertainties, we view them as opportunities to showcase our adaptability and resilience, positioning us for sustained success in the years to come.
What makes the overall Kempinski brand different from others? What sort of experiences do you want your guests to remember every time they stay at your hotel?
At the heart of the Kempinski brand lies a tradition of excellence and a relentless pursuit of perfection. What sets us apart is our unwavering dedication to providing personalized and luxurious experiences that leave a lasting impression on our guests.
From the moment they step into our hotel, guests are enveloped in an atmosphere of sophistication and hospitality, where every detail is meticulously curated to exceed their expectations. Whether it’s our impeccable service, luxurious accommodations, or bespoke amenities, we strive to create moments of magic that resonate long after their stay.
Our goal is simple yet profound: to create memories that our guests will cherish and revisit again and again, ensuring that Kempinski Hotel Mall of the Emirates remains their preferred destination for luxury hospitality in Dubai. With a commitment to creating great moments for everyone every day, we endeavor to elevate the guest experience to new heights of excellence and delight.
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