Mehdi’s Take: The Game Plan

The air at Nomad Day Bar is always alive with the sound of coffee machines whirring, lively conversations, and the occasional clink of teaspoons. It’s no wonder our Hotel Manager, ???? ?????????? ???????? gravitates to his usual spot at the big table each morning. With a friendly wave, he invited me to join him. Soon, the clatter of cups and the rich aroma of caffeine faded into the background for one of the most interesting conversations anyone could have in a hotel setting—getting ready for the bustling season.

As we settled into our chat, Mehdi reflected on his extensive journey through hospitality. Starting from scratch and working his way through various roles—butler, F&B, reservations, front office, concierge, and housekeeping—he’s now adding an executive MBA to his repertoire to understand every angle of the industry. His 17-year saga, beginning with his arrival in Dubai in 2007, includes milestones like receiving a certificate of appreciation from the Vice President of the USA, overcoming the challenges of a pandemic, and winning the Rising Star of the Industry Award in 2021.

To gain a deeper understanding of his journey and the preparations for the high season, I asked Mehdi to share his thoughts and experiences. Here’s what he had to say:

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In your eyes, how has the hotel industry changed over the years?

Mehdi highlighted the explosion of brands and competition as the biggest shift. "Before, there were fewer brands and less competition, and the 5-star definition was very square," he explained. "Now, we are in a fast-paced world where everything is just a click away. So, every interaction should make sense, as guests are now well-versed in hospitality and technology. They want seamless experiences, so we have to ensure that they are designed in a way that considers how they would feel.” Mehdi emphasized the importance of relevance, using the example of freebies, and asked the question: “Do guests actually want any random freebies?”

He pointed out how guests can now compare everything easily before even arriving at the hotel. “They can compare reviews, prices, services, views– everything. Once they choose our hotel, we need to mirror their expectations. When we say we are a cool, dynamic, hotel, we need to make sure that they feel it the moment they step into the hotel.”

According to Mehdi, the competition is not about the most comfortable bed or nicest building anymore, but rather the experience. Since guests are willing to pay for these moments, which are more value for money, they have the power to choose any hotel they want. They are the ones giving us the chance to meet or exceed their expectations and earn their loyalty.

“For the newer generations,” he added, “we have to learn to be faster. They are usually the ones who have spontaneous trips and will book overnight, expecting instant confirmation; otherwise, they switch communication channels for immediate replies and updates."

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How is 25hours different from other places you’ve worked?

When asked how 25hours differs from other places he’s worked, Mehdi’s eyes lit up. “The 25hours brand stands out because it’s a dynamic hub for all types of guests,” he began. “Unlike other hotels where you can easily give a name to the clientele, here you’ll find a mix of business professionals, couples, families, influencers, CEOs, and more.”

He explained that from the ground floor to the 8th, everything at 25hours is designed to accommodate a wide range of needs and preferences. “We host everything from formal events to the most epic afterparties, and the diversity of our space reflects that. We invite and cater to everyone, regardless of their background or purpose for visiting.”

Mehdi praised the unique approach to staff freedom. “Here, we give our employees the freedom to be who they are. This creates an environment where you genuinely feel welcomed and the staff’s enthusiasm and happiness are palpable; their actions are from the heart. It’s this blend of variety and personal touch that truly sets 25hours apart from other hotels.”

He chuckled, sensing the comparison I was aiming for. “In my previous role at a beach resort, our focus was on keeping the beach clean, ensuring the sand was pristine, and making sure the sea was jellyfish-free. Here at 25hours, the challenges are more urban. We deal with city-centric issues, which can be a whole new ball game.”

At least here, we don’t have to worry about jellyfish crashing the party—score one for 25hours!

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What are some of the biggest challenges you face when we are in high season?

“The challenges are not only to the hotel but also to the stakeholders,” he began. “Suppliers have more demands to cater to, so planning is crucial. Adapting to optimize revenue is essential, especially since during high season, everything peaks—from hotels' occupancy to city activities.”

He added that no matter the type of hotel, planning for the high season is always a major trial. “There are constantly last-minute demands and adjustments,” he noted. “Effective planning helps us stay ahead of these, allowing us to adapt swiftly and optimize our resources. We also need to balance maintaining high service standards with the increased volume of guests, so it’s also about ensuring the right resources are in the right place at the right time, “he explained, “as this prevents team burnout.”

He pointed out that the hotel is always lively, whether it’s peak season or off-peak. With its vibrant co-working space, bustling restaurants, and prime location near DIFC, there’s always a buzz. The constant stream of exhibitions at the DWTC ensures that there’s never a dull moment in 25hours.

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What are the key areas of focus when getting ready for the high season?

Mehdi explained how the summer months are a crucial preparation period for the hotel. “This is when we take the opportunity to prepare the hotel for the next season,” he said. “Maintenance is a big part of it; we make sure everything is in top shape.” That sounds just like us when we start getting ready for that summer body, doesn’t it?

He went on to describe how we also introduce new services or amenities during this time. With fewer guests around, it's the perfect time for the ‘glow-up.’ This summer has seen the completion of various projects, including updates to the meeting room and refurbishments of the guest rooms, while some bigger projects are currently ongoing. Additionally, it's an ideal time to pitch opportunities to new partners, as this is when people are looking to launch their products, collaborate, and get into business.

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Mehdi highlighted the importance of staff training and rest. “Summer is a time for our staff to rest and recharge,” He noted. “We fix any challenges they may be facing. At the same time, it's a chance to sit and reflect on what we did well and where we can improve, particularly in terms of service quality.”

“For me, the year is like a race,” he added, smiling. “We all start at the same time, but everyone finishes at different times. The high season is the last round, and if we are well prepared, we finish strong.”

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How are sustainability efforts integrated into the planning?

Sustainability is a core focus throughout the year, integrated deeply into our planning processes. We hold monthly sustainability meetings where our team discusses ongoing initiatives and tracks their progress. “It’s all about educating our team members and guests, making everyone a part of it,” Mehdi shared.

We weave it into our events and pop-ups and collaborate closely with suppliers to ensure their practices align with our goals. This holistic approach allows us to integrate sustainability seamlessly into every facet of our operations.

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What valuable lessons have you learned from your past experiences?

Mehdi chuckled as he shared the valuable lessons he's picked up over his career, emphasizing how embracing flexibility and preparation has been key to navigating his journey. “Another thing I’ve learned is that sometimes the answer to a problem is embedded right in the problem itself—just listen,” he shared. Having humility is also crucial for Mehdi; he’s learned that wisdom can come from anyone, whether a room attendant or a director. His mantra? Stay curious, ask tons of questions, and never stop learning from every corner of your experience.

Mehdi ended with a light-hearted remark: ‘Here, we learn everything by default, just by keeping up with Dubai’s pace!’ It’s a reminder that in a city that never slows down, adaptability and learning become second nature, keeping us always one step ahead and ready for whatever comes next.

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Goodbye Habibi.

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