Hi Life!

Bab Al Qasr Hotel and Residences General Manager, Mr Nemo Acimovic has been an avid hotelier for over 33 years. He joined Millennium Hotels and Resorts in 2016, and had led the teams from Millennium Corniche Abu Dhabi, Millennium Plaza Hotel Dubai, and MHR UAE. He was recently named the Hozpitality’s Best 30 Power List in Dubai as the 30 Most Popular General Manager in UAE for 2023 and Hotelier Middle East as the General Manager Power 100 for 2022.

Q. Tell us more about yourself and your role as a General Manager at Bab Al Qasr Hotel?

I am a hotelier with over 33 years of experience in the hospitality industry, including 16 years in the GCC region. I am passionate about continuing to grow and develop in my field, and also strive to set trends in the industry. Cycling is an important hobby, and I enjoy the opportunity to spend quality time with my family, who also share my enthusiasm for the sport.

Q. Share with us your thoughts on winning the recent Hozpitality’s Best 30 Power List in Dubai as the 30 Most Popular General Manager in UAE for 2023 and as Hotelier Middle East, General Manager Power 100 for 2022.

I was filled with joy and elation upon receiving the recognition. I could not have achieved this without our team’s hard work and dedication at Bab Al Qasr Hotel and Residences. This is a testament to the collective effort that we have put in together.

Q. What is Human Capital Development and what has been integrated into the hotel?

Human Capital is an essential element in any company's economic activity. The employees of a company are the essential foundation for its success or failure. A higher Human Capital enables employees to not only perform their job tasks more effectively but to also innovate new solutions and proactive strategies for crisis management, a key factor in the hospitality industry. Higher Human Capital also increases efficiency in job performance.

We have introduced various methods to integrate, advance and retain human capital at Bab Al Qasr Hotel and Residences.

We send our colleagues to task forces within the country and, if an opportunity arises, outside the country as well. Additionally, we encourage colleagues to cross-train in other departments where they can build a career and graduate or undergo post-graduate training in specialised areas. We recently had our housing team colleague Kavin who graduated in the HR & Admin diploma course with a third place in the cohort which itself is a true example of our vision to develop our human capital.

We offer workforce coaching to help our colleagues develop their strengths, hone their leadership skills, and increase their performance by taking various courses. With the right guidance, our organisation can empower more individuals to reach their maximum potential.

Our organisation values ongoing learning and professional development. We achieve this through various on-the-job trainings, such as granting decision-making authority, enabling people to pursue side initiatives or pairing them with other colleagues to collaborate on projects. All of these opportunities provide our team with the tools necessary to take on more advanced roles within our organisation.

We foster an environment of creativity and innovation that we believe can lead to better employee engagement and problem-solving. Encouraging our employees to think outside of the box has the potential to unlock new possibilities.

We strive to create a diverse and inclusive work environment by seeking out individuals from a variety of backgrounds. We recognise the value of different life experiences and how they can contribute to a more comprehensive approach to problem-solving.

At Bab Al Qasr Hotel and Residences, we have seen a marked improvement in employee productivity and increased employee retention, due to the implemented measures.

Q. What are some of the exciting initiatives that you have come up with that saw success for the hotel?

We were able to significantly contribute to the COVID-19 national effort whilst focusing on human capital development, increased guest satisfaction, continuous innovation and digital transformation, while achieving a Gross Operating Profit of 40% and a Net Operating Profit of 30% during the past year.

To list down a few milestones:

Quarantine Operation

During the pandemic we accepted the challenge of leading the Bab Al Qasr team in this high-risk exercise. This has enabled Bab Al Qasr Hotel and Residences to build a positive reputation in the UAE, assisting the Government in their efforts. I am proud that we have been able to successfully serve and discharge 22000+ patients and achieved this with great success, as this was a new experience for everyone in the hospitality industry.

The Bab Al Qasr Hotel and Residences was one of the pioneering establishments in Abu Dhabi to undertake a significant restructuring of their entire operational team using current staff in order to accommodate over 60 external personnel, including medical professionals, volunteers, and representatives from the Abu Dhabi Police.

Over 2 years and 10 months, our team provided a daily average of 1,500 meals prepared, 7,500 takeaway containers packed, and 100 meals tailored to special dietary requirements and individual preferences. In total, our team provided over 1.5 million meals during this period. We are proud to have been able to contribute to a national effort at a time of need and to be the first hotel to have offered an uninterrupted quarantine service from the very start.

Improved guest satisfaction with the implementation of a guest engagement card

To increase guest reviews on Trip Advisor, I collaborated with the quality champions to create a guest engagement card (in English and Arabic) with QR codes. After eight months we saw a significant improvement in our Trip Advisor ranking, moving from 66 to 18 out of #162. Additionally, I used the internal WhatsApp communication platform to recognise the colleagues who’ve been mentioned in the reviews and to foster healthy competition.

Process improvements. - Internally developed BAQ Supervision App

As part of its COVID-19 strategy, the hotel has implemented a performance-oriented approach to Housekeeping, which includes an interactive checklist with photographs. This application has been designed to encourage staff to exceed guest expectations and reward the best performers. Since its roll-out, the initiative has proven to increase the efficiency of the cleaning process, as well as reduce printing material by 20,000 pieces per year, which aligns with Bab Al Qasr's Go-Green Programme.

Colleague recognition, engagement & development

Internal Development of BAQ E-Learning Studio
Due to the financial constraints of COVID-19, I initiated a project for the L&D team to create an interactive e-Learning studio without any financial investment. This platform, called the BAQ e-Learning Studio, is the first hotel-based L&D platform at the Millennium Hotels and has been taken as the flagship project to be implemented across the region, providing thousands of staff members in the group with more than 60 hours of training each year. This platform offers a variety of training formats, including video-based interactive learning, e-books, live and recorded programmes and more. It also serves as an internal portal where employees can be recognised for their learning efforts and celebrate learning events. We saw an impressive 89% participation in the first programme.

The first hotel in Abu Dhabi to get the entire Front Office team certified as Abu Dhabi Specialists
In order to further improve the guest experience, we took the initiative to have our entire front office team certified as Abu Dhabi Specialists. We were the first hotel in Abu Dhabi to boast a fully certified front office team, and with the Abu Dhabi Specialists programme, we are able to accurately provide relevant information about Abu Dhabi with the goal of promoting it as a global tourist destination.

Five Minutes Fitness with Dean
Given the importance of staff well-being during the pandemic, and the difficulty of hosting physical gatherings, the team developed a video-based fitness programme, 'Five Minutes Fitness with Dean'. This was intended to promote physical exercises and a healthy lifestyle, despite busy schedules. The weekly videos were shared on the Bab Al Qasr WhatsApp group, where they were well received and many staff members were actively engaged in the exercises.

Abu Dhabi's first dine in the dark experience - Fresh Basil - Dining in the Dark
We are proud to have introduced our new and innovative project, Fresh Basil – Dining in the Dark, which seeks to set trends in the F&B industry and give guests a unique experience. By removing digital distractions, diners can focus on the taste, texture, fragrance, and sound of their meals, as well as the art of conversation. With this carefully crafted atmosphere, guests will be transported to a new world and discover the heightened social awareness that comes with complete darkness.

During the dining experience, guests will enjoy a three-course mystery set menu, one course at a time. Each delicious course has been created to entice the taste buds and awaken the senses through flavours that flow from dish to dish.

Within the first month of launching operations, the restaurant gained significant attention in Abu Dhabi, and the Return on Investment was realised immediately.

Awards & recognition

I am proud that Bab Al Qasr Hotel & Residences has continuously been recognised with many awards during the past years. This is a testament to the purpose and passion our team leads, inspiring us to work collaboratively and creatively to achieve great results.

Awards:
- Winner 2022 Fact Dinning Awards, AD – Favourite International Restaurant, Fresh Basil – Dining in the Dark
- What’s On Abu Dhabi Awards 2022 - Highly Commended Artisan Kitchen and Rosé Lounge Bar
- 2021 Best Hotel for Competitive Performance MEA
- Winner, 2021 Arabian Travel Awards as The Most Dedicated Team
- Winner 2021 Fact Dinning Awards, AD- Favourite ADD for AK Restaurant.
- Haute Grandeur Global Excellence Awards 2021, Bab Al Qasr Hotel & Residences has won an Excellence Award for:

Best Luxury Hotel Apartments in the Middle East
Best Mice Hotel in the Middle East
Best Design Hotel in the United Arab Emirates
Best Prime Location Hotel in the United Arab Emirates
Best Male Spa on a Global Level
Best Beauty Spa in the Middle East
Best City Spa in the United Arab Emirates

Q. What are your future plans for the hotel?

The need for the hospitality industry to adopt sustainable travel practices has become increasingly important, particularly due to the recent emphasis on environmental initiatives. To ensure my hotel is able to remain competitive while providing an engaging and personalised guest experience, I would like to explore the following areas for a successful future:

Removing single-use plastics from their dining centers and restaurants
Monitoring the use of water and other valuable resources
Sourcing foods from local farms
Creation of more effective multi-purpose spaces that promote health and wellness for a more holistic guest experience
Interactive walls and spaces
Usage of AI tools for a better customer experience

Q. Any last words for the readers?

The hospitality sector in the GCC region is providing a great opportunity for growth, with stakeholders working together to create meaningful customer experiences, attract new markets, and connect with people. Despite global turmoil and a recession, the hospitality and tourism industry has consistently demonstrated its resiliency. In order to ensure its continued success, hospitality must remain mindful of its human touch and recognise the value of its colleagues in driving its future.