Face-to-Face: Elaine Watson, General Manager of the Courtyard by Marriott and Marriott Executive Apartments Green Community, Dubai
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1) Elaine, how does it feel to be the first female General Manager in the Middle East?
It feels fantastic! I have been with Marriott for 20 years now and I am still as excited and passionate about the brand now as I was back then. I started as Director of Finance and then moved into the hotel operation, holding positions of both Director of Rooms Operations and Director of Operations prior to becoming a General Manager. Launching the Courtyard brand into the Dubai market in 2005 has been a career highlight for me and I am fortunate enough to work with a fantastic team.
2) Can you outline what the Courtyard by Marriott Dubai has to offer business travellers?
The Courtyard is a truly unique property. With 80% of our occupancy being business customers, the Courtyard was designed by business travellers and therefore caters specifically for those requirements. Our location is close to businesses in Dubai Investment Park, Jebel Ali Free Zone, Dubai Media City and Dubai Internet City. The way business is conducted has changed over the years and we have adapted to accommodate this by catering for a variety of requirements and desires. The Marriott personality trait defines the Courtyard – it is our brand voice; our DNA, if you like. We have coined this uniqueness “Refreshing Business”.
3) The Courtyard is located in the Green Community. How do your brand values reflect this affiliation?
The Green Community is a mini village. It provides everything a traveller requires from hairdressing salons to book shops to chemists and hence it is perfect for long-term residents in our Executive Apartments. I call the Green Community “an oasis of tranquility” as it overlooks a beautiful lake and is a very serene setting.
Our brand values are massively in sync with the ‘green’ nature of our surroundings. There is a huge focus on recycling, energy and water usage and conservation. We have introduced guest suggestion boxes for our customers to provide ideas on how to improve our green policy even further. I personally read and reply to every suggestion and we are constantly trialing new ideas.
5) Marriott has received tremendous success in employee loyalty, being regularly voted in Fortune’s Top 100 companies to work for. What do you think is the secret of this success?
Undoubtedly, the phenomenal level of training every member of staff receives. I have witnessed first hand not only the constant growth of our staff, but the sheer brand dedication and contribution to customer satisfaction. Also, there is no discrimination against position and every member of staff is treated as an equal with their own voice. Marriott are very nurturing and aim to accommodate staff desires. If a Human Resources employee wants to develop their career with Marriott but thinks they may actually be a fantastic chef, we encourage them to have a go and offer them training. This is the exact philosophy that enabled me to grow into becoming a General Manager instead of Director of Finance.
6) Finally, how has the global economic crisis affected The Courtyard?
I have been very pleasantly surprised. Our occupancy levels have been extremely high – much higher than I would have predicted considering the global economy. Customer retention levels remain optimum and future projections are very promising. The creation of a new Courtyard in Doha is under construction and thankfully, I believe we are in a formidable position despite the current market.
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