Hospitality in the Middle East: A Look at the Region’s Game Changers

By: Mark Lee, General Manager, Media One Hotel

Our strategy over the last few years has really changed and taken onboard the needs and requirements of todays global traveller, whether on a business, leisure or ‘bleisure’ perspective. Whilst there are many aspects that have evolved over this period, I have grouped them into 3 principal focal points that we have focused on at Media One.

Contactless/Tech Savvy hospitality – One of the opportunities that came out of the pandemic was to fast track a more contactless, tech savvy hospitality experience and we jumped on the chance to really take advantage of this. The creation of our own Media One app. which over the ability to sync a number of devices via the guest smart phone; elevator access to the guest room floor, access to the guest room, ability to use smart as tv remote control, digital processing of laundry requirements via  QR code. More recently, we have partnered with Ipsotek to use AI software, interfaced with our CCTV cameras to identify VIP guests, manage peak times for high footfall in common areas, identify potential lost/unattended items and also to blacklist any potential guests who have misbehaved from returning again on another occasion.

Sustainable hospitality – Our sustainable journey actually started just before pandemic, but re-commenced in earnest during the summer of 2021. Sine then we have gone single-use plastic free, we produce our own in-house water for guest consumption, we have partnered with Grohe to offer a complimentary still/sparkling  water via a dispense unit in our office tower lobby. we partnered with The Waste Lab to re-cycle all of our food waste into compost to re-use in our landscaping areas and we partnered up with Neutral fuels who collect all of our used cooking oil and re-cycle into bio fuel.  All of these efforts led to successfully obtaining the Green Key certification in 2023, after successfully passing an exhaustive audit by the local Dubai authorities. Our Sustainable journey continues with our Sustainability committee meeting on a monthly basis to discuss and implement new sustainable initiatives into our daily lives.

Personalised, uncomplicated hospitality – Perhaps the most subjective part of our business, but a crucial one to execute and ‘get right’. One of our values at Media One Hotel is Personalised, and we pride ourselves on personalising and customising bespoke experiences depending on the needs, wants, requirements of the guest – we must see the world through their eyes!

Keeping it simple is key, and really taking on board exactly what the guest wants at a particular time is crucial. Over the last few years we have worked with software called Get My Message, which enables us to facilitate communication with the guest throughout their time with us. Feedback is a gift, and we work with Trustyou to encourage feedback from all guests and then to dissect this feedback into various categories that enable us to work on continuous improvement across departments that have direct and indirect touch points with the guest throughout their stay with us.

I must stress that the above strategies are implemented and executed not only to today’s modern traveller but also to the local community both business and residential. I cannot emphasise enough the importance of immersing Media One Hotel into the local community and to connect with the community across multi-channels.