Andrea Strim, the General Manager at Grand Millennium Business Bay, has cultivated a career in the hospitality industry that spans over thirty years. Originating from the Dolomites in Italy, Andrea embarked on his journey in hospitality at the tender age of 15, initially serving as a ‘Garçon de Cuisine’ while pursuing studies in hotel management. He quickly ascended the ranks within the kitchen brigade, eventually achieving the position of Executive Chef at Burj Al Arab. By 2012, Andrea had shifted from culinary operations to take on the role of Executive Assistant Manager of F&B at Jumeirah Emirates Towers in Dubai. His career trajectory continued to ascend as he embraced roles with increasing responsibility at Kempinski Hotels in Ghana and Dubai, as well as Emerald Palace Kempinski Dubai (now Raffles The Palm Dubai) and HODI Hotel Management in East Africa, where he held senior executive positions at multiple properties across different countries. In September 2021, Andrea took up the role of General Manager at Grand Millennium Business Bay.
His strategic vision focuses on delivering exceptional hospitality experiences that go beyond conventional norms and challenge the usual standards. Leveraging his extensive background in operations and F&B, Andrea exhibits meticulous attention to detail while advocating for change and broadening his knowledge in revenue management, business strategy, and talent development, thereby ensuring a holistic grasp of the industry’s nuances.
Andrea is celebrated for his leadership prowess and his proven ability to elevate luxury brands. His track record is marked by consistently achieving high growth and maintaining superior service standards in luxury hotels and resorts.
Throughout his career, Andrea has fervently supported fostering a community and guest-oriented culture. His profound industry insight and commitment to prioritising hospitality over routine procedures have enchanted guests and cultivated their loyalty.
Under his leadership, Grand Millennium Business Bay has reached new heights of success, securing its place as a critical contender in the affordable luxury market. The hotel has earned several esteemed awards, reflecting its stellar performance, achieving the highest Average Daily Rate (ADR) and profitability since its inception.
At the 2023 World Luxury Hotel Awards in Athens, Greece, Grand Millennium Business Bay was awarded the title of “Best Luxury Boutique Hotel” in the United Arab Emirates. This accolade is celebrated as the pinnacle of success in the luxury hotel sector, recognising establishments that consistently deliver superior experiences and adhere to the utmost standards of luxury. Additionally, in 2023, the hotel was distinguished with TripAdvisor’s “Best of the Best” award as the No. 3 Luxury Hotel in the Middle East and has maintained the No. 1 position in TripAdvisor’s Traveling Ranking for Dubai since October 2022. We recently discussed how he and his team sustain this leading position with Andrea.
Measuring guest satisfaction
In every business, including hotels, guest satisfaction is of paramount importance. We employ multiple strategies to measure and enhance their experience. Post-stay surveys allow us to gather comprehensive feedback directly from our guests, and in-person feedback enables us to thoroughly understand their needs and preferences and tailor bespoke experiences for future stays. Our team monitors online review platforms and social media channels to stay attuned to real-time guest sentiments. Additionally, our dedicated guest experience team maintains proactive communication with guests before arrival, throughout their stay, and post-departure to address every aspect of their experience promptly. While these practices may not be unique, we believe in genuine care and dedication. We continually assess and elevate guest satisfaction by employing these measures to deliver a truly exceptional experience.
Over the past 30 months, we have observed an improvement in guest satisfaction, maintaining a remarkable Net Promoter Score of 78. Our reputation across various channels has increased, as evidenced by recognition from several international hotel awards. Furthermore, we have consistently held the number 1 position in Dubai on TripAdvisor for over 500 days. Criteria are measured across different channels and continue to grow, consolidating our property’s position in the highly competitive Dubai market filling us with pride.
We prefer to work silently behind the scenes and let the results speak for themselves. You need to create some magic every day and every moment to impress guests who choose to stay with you or visit one of the F&B venues. Once you can, keep them happy, as happiness is one of the most common medicines in this world. When guests feel cared for and appreciated, it enhances their satisfaction and contributes to a positive and joyful experience.
A guest-centric culture
At our hotel, we embody a guest-centric culture around genuine bespoke hospitality, a commitment to service excellence, and embracing mastery in the art of welcoming. We believe in surpassing basic procedures and adding more creativity and improvisation into every interaction to create truly memorable experiences. Leaders play a crucial role as role models in establishing a guest-centric culture. Leadership commitment is key; they must lead by example, prioritising guest satisfaction as a fundamental value while ensuring the team is fully involved and well taken care of. Through dedication to providing exceptional and diverse experiences, leaders set the right tone and inspire colleagues to do the same.
To cultivate this mindset among our team, we prioritize fostering a culture of service excellence. Our colleagues are encouraged to cultivate empathy and anticipate guest needs, adding creativity and embracing improvisation—a must—to exceed their expectations. Going above and beyond is no longer sufficient in the highly competitive market of Dubai; one must develop a sense of belonging and feel naturally part of the journey.
We capitalise on feedback, viewing guest insights as opportunities for improvement rather than shortcomings. We work in hospitality, one of the most beautiful and rewarding industries, where we have the responsibility every day, through small or large touchpoints, to bring happiness to people. On many occasions, taking a step back and reverting to the basic rules of hospitality can be a valuable tool for making two steps forward.
Competitive edge
Our competitive advantage lies in our unwavering dedication to our colleagues’ well-being, happiness, and growth. Continuously, we introduce new initiatives to enrich their experience and foster a fulfilling life within our organisation. Sometimes, we hit the mark, and other times, we refine our approach by actively listening to our colleagues, ensuring that every achievement, regardless of its scale, is authentically celebrated. This cultivates a culture of appreciation and motivation, creating a sense of unity akin to a large family embarking on a journey where challenges may arise, but the destination remains unwritten.
We invest in developing a culture where every team member feels a sense of belonging and happiness, ensuring that they are not only capable but also passionate about delivering exceptional service. Our ongoing efforts to create an environment conducive to their growth and active participation in the journey result in unforgettable experiences for our guests. This comprehensive approach distinguishes us and provides a clear competitive edge in the hospitality sector. Consistently embodying our values is essential; actions always speak louder than words.
Maintaining the top spot
I firmly believe and convey to the team that if you achieve something once, it may be attributed to luck; twice, luck may strike again, but accomplishing something three times consecutively or more signifies doing it right. This is the principle we applied to foster a guest-centric culture deep-rooted in every colleague at the hotel.
Regarding our TripAdvisor ranking, we deliberately delayed announcing our achievement as the top-ranked hotel in Dubai until several months had passed. We wanted to ensure that it wasn’t merely luck but our dedication and hard work that secured such a milestone. Now, with over 500 consecutive days as the leading hotel on TripAdvisor, our team tirelessly endeavours to transform our guests into enthusiastic ambassadors who feel at home during their visit or stay.
Reaching a milestone is just the beginning; the real challenge lies in maintaining it and continually striving for service excellence daily. This dedication becomes ingrained in our culture and mindset. There are no shortcuts or secret formulas; success comes from getting it right, seizing opportunities for improvement, acknowledging and learning from mistakes, and innovating while remaining true to the fundamental principles of hospitality. Make people happy.
Andrea ends with a quote from author Allan Rufus: “Life is like a game of chess. To win, you have to make a move. Knowing which move to make comes with insight and knowledge and learning the lessons accumulated along the way. We become every piece within the game called Life.”
The hotel is currently undergoing a rebranding process to become the Renaissance Business Bay Hotel in Dubai.
