Reservations Manager

Kempinski Hotel Mall of the Emirates

Sameh

Tell us a little bit more about yourself and your career background.

Throughout my academic journey, I dedicated myself to the study of English literature. However, my lifelong passion was to embark on a career in hospitality as a tour guide. My professional journey began in Egypt and eventually led me to the vibrant city of Dubai. Nearly a decade ago, in August 2014, I embarked on my journey with Kempinski Hotel Mall of the Emirates, starting as a visa officer. It is worth highlighting that during my tenure, I achieved the remarkable feat of being the first employee to surpass 120% in IFH Calls and was awarded Lobster Ink Champion of the Year for two consecutive years. Presently, I hold the position of reservations manager, and I am also a devoted father to three children. My eldest shares my enthusiasm for Lobster Ink training.

 

What is your favourite thing about your job?

One of my favourite guest moments was when I received a callback request from our Corporate Reservations office to assist a guest with her booking. During our conversation, the guest expressed a keen interest in both Dubai and our hotel, resulting in a conversation that stretched for nearly 45 minutes. Following her reservation, she expressed a desire to meet me personally upon check-in and even left a heartfelt comment on TripAdvisor. Subsequently, she became a frequent visitor, always requesting my assistance when making reservations.
What I like most about my job is that we are not just colleagues; we are a close-knit family. Over my 10 years of service, I have witnessed the deep bonds we share extend beyond our professional roles. We have cultivated our own traditions, which have transformed this workplace into a true home away from home.

 

How is Kempinski different from other places where you have worked?

My journey with Kempinski has been transformative, shaping my vision and goals through learning opportunities and diverse experiences. Being part of a team taught me about delegation, communication, and teamwork. Celebrating successes fosters unity. One of the DNA values that resonate most with me is being people-oriented. As hoteliers, our primary focus is on ensuring our guests have the most unforgettable and enjoyable stay possible. This principle also extends to how I interact with and care for my team. Witnessing both our colleagues and our guests radiate happiness always fills me with pride. Luxury is about tailoring experiences for people.

 

What advice would you give to someone considering joining, or someone who has just joined, Kempinski?

Our true gem lies in the sense of community that permeates our team. Whether you are a recent addition or a long standing member, you will consistently experience a warm and genuine sense of belonging and recognition. The rich tapestry of diversity among our colleagues ensures that you gain valuable insights that positively influence both your professional and personal development.

 

Are there any interesting facts about your hotel property?

The most interesting fact about our hotel is that while it is situated in the heart of Dubai, known for its urban landscape, our rooms, particularly the signature chalets, boast unique views that allow guests to experience a touch of winter amid the summer heat. From these chalets, guests can gaze upon the renowned Ski Dubai. This combination never fails to captivate our guests.