HOTELS
34 HOTELIER MIDDLE EAST | August 2019 | Volume 18 Issue 08
Although this is Chalfoun’s fi rst forray
as a pre-opening GM, he isn’t new to the
brand. This appointment marks Chal-
foun’s 10th role across Hilton’s portfolio.
Speaking about his approach to manage-
ment, he says: “My leadership style can
be described as hands-on, inclusive and
enabling. We have trained our team in a
fashion of hosting guests as opposed to
serving guests and we feel this will make
a big difference in the way our guests see
it from a guest experience.”
I joined the property a year ago and it
was perfect timing because it allowed us to
work with different stakeholders from the
architecture team, project team and it was
really good because the project team sees
things from a construction perspective. We
see things from a guest’s perspective and so
having both of us around the table, I think
added a lot of value to the project.”
When it came to appointing his team,
Chalfoun was hands on: “We are in a busi-
ness that is basically driven by people. I
have been very lucky to be involved in the
interviewing of each and every single team
member working with us during the pre-
opening phase. I think we were able to iden-
tify an amazing team.”
Figuring out how to best communicate
with the property’s diverse demographic
of guests is a priority for Chalfoun. He says:
“What we do as hoteliers is we segment our
market and accordingly we try to under-
stand who likes to be communicated with
and in what channels and what messages
they like and accordingly we come up with
various strategies. Many people prefer
online marketing than offl ine. We cover
both but online marketing is on the rise.”
Also on the up is Hilton’s commitment
to CSR initiatives. The organisation,
which is celebrating its 100th year anniver-
sary this year, recently launched its Travel
with Purpose programme which aims to
redefi ne sustainable travel globally. Chal-
foun explains: “By 2030, we won’t use any
plastic straws across the hotel, no plas-
tic bottles in our meeting rooms and are
continuously looking for opportunities to
reduce our waste.”
For Chalfoun, what sets the brand
apart is innovation: “We are proud to be
part of a company that embraces inno-
vation. We were the fi rst company that
introduced a TV in a room, the mini bar
and 24-hour room service. From a culi-
nary perspective we invented the Wal-
dorf salad, the red velvet cake and many
other examples. At Waldorf Astoria
DIFC, our guests will be able to do a digi-
tal check in so they will be able to choose
the rooms before arriving to the hotel and
would have access to a digital key”
Director of rooms Ayman AlMohamad
explains: “At Waldorf Astoria DIFC, our
guests will have access to the Hilton Hon-
ors app which offers a number of features.
Through the app, guests have the ability to
check-in and choose their exact room from
digital fl oor plans. The hotel will also have
Digital Key, which enables guests to simply
and securely open the door of their room,
as well as any other area of the hotel that
requires a key, at the touch of a button.”
Though technology can make a stay
more convenient and certain operations
more effi cient, fostering human connection
is still at the forefront. AlMohamad says:
“Our combined guest relations and butler
service works to create fl awless experiences
by tailoring guests’ stays to their exact spec-
ifi cations. Throughout the stay, we encour-
age guests to share their feedback via
various channels, allowing us to take the
comments on board and continue to deliver
a preemptive and personalised service.
“Our rooms also offer world-class ameni-
ties to ensure that guests have everything
they need, when they need it, at their dis-
posal. All guest rooms, including 46 suites
and 28 residential suites, offer views of the
Downtown Dubai skyline, through fl oor-
to-ceiling windows and are comparatively
spacious. Our entry level rooms for exam-
ple, are one of the largest in DIFC at 43m^2. ”
Another standout feature are the events
and meeting room facilities which are set
to be key revenue drivers. The hotel offers
fi ve settings, including a library concept
which houses an open kitchen. The meet-
ing rooms, grand ballroom with a pre-
function area and the boardroom are all
customisable, allowing clients to create
their desired setting.
Earlier this year, His Highness
Sheikh Mohammed bin Rashid Al
Maktoum approved the extension of
the second phase of the DIFC. It is esti-
mated that the project will add roughly
13 millionft^2 to the district. Chalfoun
beams: “We are very thrilled to be part
of that increasingly growing district
and look forward to working closely
with all the DIFC guests to give them
an unforgettable experience.”Waldorf Astoria DIFC
in numbers275
ROOMS
4
F&B OUTLETS
409M
2
PRESIDENTIAL SUITE WITH
180 О
VIEWS
50
NATIONALITIES
The Big Apple.