Diary of a GM with Nawaf Hasan of Grand Mercure Dubai City & ibis styles

Diary of a GM with Nawaf Hasan of Grand Mercure Dubai City & ibis styles

With a hospitality background spanning over 15 years, Nawaf Hasan has honed his skills and excelled in his field. As cluster director of operations and acting GM of Grand Mercure Dubai City & ibis styles Dubai Airport, he discusses how a GM can drive a hotel to success.

 What does your role entail?

As the cluster director of operations acting GM, my responsibility is to oversee the operational aspects of both properties. This includes implementing strategies for increased efficiency, as well as controlling and optimizing various operational functions to ensure smooth daily operations. I also take on general leadership duties. Furthermore, I make important decisions and am accountable for the performance of both Grand Mercure Dubai City and ibis Styles Dubai Airport. My focus is on ensuring the success of the hotels and upholding the highest levels of service.

How has your journey from restaurant supervisor to your current position shaped your approach to leadership?

My journey has profoundly influenced my leadership approach. Through hands-on experience, I gained insights into team dynamics and customer service. Furthermore, it sharpened my decision-making skills and adaptability. Transitioning through various roles, I developed a leadership style rooted in empathy, effective communication and the fostering of a positive work culture. Consequently, this ongoing journey has instilled in me a commitment to continuous improvement. Moreover, it taught me to value the contribution of each member of our team to ensure greater motivation and a positive work culture.

How does a GM ensure the highest levels of guest satisfaction?

As a GM, one ensures peak guest satisfaction through a customer-centric culture, staff training and enforcing high service standards. Furthermore, GMs need to actively seek and respond to guest feedback, addressing concerns promptly. Moreover, the GM creates a consistent and positive guest experience. In addition, personalized services, community engagement and innovation further contribute to exceeding expectations. Ultimately, a commitment to continuous improvement and staying attuned to industry trends ensures a dynamic and satisfying experience for guests.


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About author

Rita Ghantous

Rita Ghantous is a hospitality aficionado and a passionate writer with over 9 years’ experience in journalism and 5 years experience in the hospitality sector. Her passion for the performance arts and writing, started early. At 10 years old she was praised for her solo performance of the Beatles song “All My Love” accompanied by a guitarist, and was approached by a French talent scout during her school play. However, her love for writing was stronger. Fresh out of school, she became a freelance journalist for Noun Magazine and was awarded the Silver Award Cup for Outstanding Poetry, by The International Library of Poetry (Washington DC). She studied Business Management and earned a Masters degree from Saint Joseph University (USJ), her thesis was published in the Proche-Orient, Études en Management book. She then pursued a career in the hospitality industry but didn’t give up writing, that is why she launched the Four Points by Sheraton Le Verdun Newsletter. Her love for the industry and journalism led her to Hospitality Services - the organizers of the HORECA trade show in Lebanon, Saudi Arabia, Kuwait and Jordan, as well as Salon Du Chocolat, Beirut Cooking Festival, Whisky Live and other regional shows. She is currently the Publications Executive of Hospitality News Middle East, Taste & Flavors and Lebanon Traveler. It is with ultimate devotion for her magazines that she demonstrates her hospitality savoir-faire.

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