In focus: Steigenberger Hotel, Doha
1 year ago by Afrah Mohammad
In an exclusive interview with CustomerService.ae, Sherief Abouelmagd, General Manager, Steigenberger Hotel in Doha talks about offering a personalized touch at every step of the guest experience. He also speaks about continuous staff training being an integral part of their company culture, the importance of customer feedback and offering a holistic rewards program for guests.
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“CUSTOMER SATISFACTION IS OUR MAIN PRIORITY”
Q: Tell us a bit about Steigenberger Hotels and Resorts. What sets you apart from your competitors in the hospitality sector?
Sherief Abouelmagd: Steigenberger Hotels and Resorts is a part of Deutsche Hospitality, the largest German hospitality company which includes other brands as well, to cater to all sectors. The hotel is the company’s luxury flagship in Doha, Qatar and is set to offer a mix of the renowned Qatari and German hospitality experience. The hotel which opened its doors during November 2021 brings to Doha a new style of customer service and an iconic building that adds to the beauty of Doha.
Q: Can you highlight some of the facilities and amenities that you provide which enhance the guest experience?
Sherief Abouelmagd: The luxury 5 star, 206 rooms and suites hotel located in the commercial hub of Doha is 10 minutes from Hamad International Airport and downtown attractions. The hotel offers an array of scrumptious tastes and dishes, each served in elegant restaurants that takes an inspiration from the richest cuisines and finest cultures from around the world with a German twist and touch.
“Crust” a sensory all day dining experience,“Genuss” a contemporary modern A La Carte European Bistro, “Olea” an outdoor family and friends chill offering Levantine and Mediterranean cuisine and “Avenue Café” an elegant yet casual lobby café offering a wide selection of high tea ceremonies.
The hotel also features a roof top pool with “sundeck” pool bar and a state of the art gym and internationally managed “GOCO” spa that is over 1700 sqmt including a private ladies pool.
The conference and events facilities include a large ballroom, four meeting rooms and a business center, all equipped with latest technologies.
Q: What is your philosophy when it comes to ensuring customer happiness?
Sherief Abouelmagd: Luxury means a personalized touch in every step of the way. Customer satisfaction is our main priority and making sure that they leave the hotel satisfied and content is the achievement that we seek to unlock with every customer that we cater.
Q: Do you offer any loyalty programs or discount packages for your customers?
Sherief Abouelmagd: Yes, we value our customers and always look forward to rewarding them. Our award-winning program “H Rewards” includes millions of travelers across the globe, it offers many benefits. We ensure that the customer has something to look up to upon arrival and checkout.
Q: What feedback mechanisms do you have in place and how do you deal with negative feedback from your guests?
Sherief Abouelmagd: Every guest comment is very important to us and is taken very seriously. It helps us get an insight on all the objectives we need to look into to ensure customer happiness. We follow all online channels to get guest feedback and every single comment in replied to in-person. Every guest matters.
Q: How are you incorporating the latest technology to make the customer experience better?
Sherief Abouelmagd: The hotel features the latest in room technologies from IPTV, climate controls, lights controls and dimming’s, HSIA and many other features.
Q: In light of the ongoing Covid-19 pandemic, what are some of the changes and safety measures in place at your hotels?
Sherief Abouelmagd: We comply with very strict rules both for Steigenberger Hotels and Resorts standards, as well as, local government standards. We are also certified by the Qatar ministry of Public Health under the Qatar clean program certification which includes very strict measures when it comes to health and safety.
Q: Do you have any staff training programs in place and what key soft skills do you focus on?
Sherief Abouelmagd: Training is just part of our company culture and is ongoing at all times. Training takes place online and offline, in both directions of people skills and technical skills. It is always important to have a well trained staff before catering any customer.
Q: How do you plan on making customer experience better in the future?
Sherief Abouelmagd: Our business continues to evolve and we continuously offer new themes and events that attracts our clients. The next major event happening in Doha is the world cup during November / December 2022 where the hotel will be hosting fans and spectators from around the globe. Preparations are underway to make their stay a memorable one, make them experience the fusion of cultures and have the time of their lives.
About Sherief Abouelmagd
Sherief Abouelmagd joined Steigenberger Doha as a General Manager in February 2021. He’s a veteran hotelier with over 30 years of hospitality experience across the USA, North Africa, Middle East and GCC countries. Throughout his career, Abouelmagd has held several senior level positions at various reputable international hotel chains such as Marriott Hotels & Resorts, Movenpick Hotels & Resorts, Melia Hotels International and Shaza Hotels.