Adel Al Mahboob, the new general manager of The Ritz-Carlton, Riyadh, says he aims to establish the award-winning hotel’s service as a “benchmark for luxury” in Saudi Arabia.
“This is an exciting time to be at the helm of The Ritz-Carlton, Riyadh,” says Mahboob, who is the first Saudi national to hold the position at the property. “With an outstanding group of staff at the hotel, we will be able to build on its current success and position the hotel as a benchmark for luxury in the kingdom. Personally, my goal for this property is to spread the relevance of customer care, satisfaction and engagement. At the very heart of this property is its culture that highlights the importance of creating memories and true customer satisfaction. To me, I believe that this alone is at the very core of success of the hotel.”
He continues: “My wish is, over the next five years to see our culture’s influence on customer satisfaction go further than just our hotel, but perhaps even influence other companies and industries.”
Mahboob, who brings more than 30 years of experience in the hospitality industry, says the Ritz’s USPs (unique selling points) are its legendary service and quality products that it provides to guests every day.
“The differentiating factors are our core values; we are evolving towards our guests’ needs and trying to be relevant in the market. The Ritz-Carlton’s ‘gold standards’ philosophy is followed by our members of staff from around the world,” he says. “They know that they are not just here to deliver coffee or to make a bed but to create something very special and to exceed the expectations of our guests. Our priority is to always maintain the integrity of the brand, and ensure we deliver exceptional service. The experience we create is what sets us apart from our competition.”
Commenting on business prospects, Mahboob says that so far this year the Riyadh property has exceeded all expectations and he is hopeful of further growing its business. “This year, the hotel was fully operational and we managed to win the trust of all segments, from corporate to government to social markets. We are working hard on more competitive and innovative offerings, especially for the local market.”
SHOW OF APPRECIATION
Mahboob also rated the recent Global Customer Appreciation week – where members of staff expressed their appreciation for the support and continued patronage from both international and local – as a success. “The Global Customer Appreciation Week is one of The Ritz-Carlton’s cultural cornerstones,” he explains. “It recognises the importance of building and maintaining long-term relationships with our valued clients and guests. After seeing such a great turnout as well as the genuine enthusiasm of our guests for the event, we decided that we should host a few more appreciation events for our top clientele as well as our exclusive Ritz-Carlton Rewards Members. We believe this will strengthen the already strong bond we have with our loyal customers.”
The Ritz Carlton, Riyadh’s main feeder markets are Saudi Arabia and the rest of the GCC, the UK and US but over the past year, Mahboob says there has been an increase in visitors from Europe and China, including those coming to the kingdom for business.
Mahboob also points out that the Riyadh property is well positioned to cater to the luxury market in Saudi Arabia, where discerning guests have an eye for detail and prefer “a refined ambience”.
“We don’t just sell hotel rooms, we sell an experience. If The Ritz-Carlton was merely a hotel, our guests could find the same product for less. Ritz-Carlton guests seek The Ritz-Carlton experience that goes beyond the sheets, food, meeting spaces and swimming pools,” he concludes.
Located within 52 acres of gardens, The Ritz-Carlton, Riyadh is a majestic oasis modelled on traditional palaces and elegant Arabian residences. The palatial hotel features native palms, 600-year-old olive trees from Lebanon, and water fountains and offers 493 rooms and suites, 5,800 sq m of meeting and event space, and numerous on-site fine dining options.
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