Flair Magazine Located on the east bank of the Nile River in the historical quarter of Cairo’s Garden City neighborhood, Kempinski Nile Hotel is an ideal getaway within the bustling city. Noted among Egypt’s leading luxury hotels, the staff is known for always going the extra mile to personalize and upgrade your experience. We talked to GM Henri Ruiz what makes the hotel special, challenges in the hospitality industry, and much more…
What makes Kempinski Nile stand out from other hotels in Egypt?
Our five-star luxury boutique hotel sets the tone, showing off the city in all its glory with panoramic views of the Nile, Garden City, the surrounding neighborhood and uptown. Our Nile Deluxe Suites have standalone soaking tubs that leave guests relaxed and stress-free. Being a 191-room property allows us to personalize the experience further, with private butler service, customized meals from the restaurant and a collection of amenities that will ensure the guests’ stay is everything it should be. That’s why we go by the slogan “Your Haven by the Nile”.
What are the main challenges you face in hotel management?
Any job that comes with the goal of customer satisfaction is a daily challenge. The guest is considered the king in the hospitality industry, since the whole purpose of the industry is to keep him/her happy. As a hotel general manager, you need to always be on the lookout for new ways to achieve that.
Another key management issue in the hospitality industry nowadays is the booking and revenue challenge. Today, guests have several options to choose from, which forces you to up your marketing and advertising game.
How much do you depend on word of mouth and social media?
Word of mouth is our most valuable and most powerful form of marketing now, and it doesn’t stop after one interaction. At Kempinski, we are always working on having a positive impact on our guests to remain at the top of the leading hotels in the area.
How do you normally evaluate employee performance?
We have a very efficient way of evaluating employees’ performance quarterly by conducting TTTT – Time to Talk Together, which is Kempinski’s performance appraisal method. Basically, I carve out time for a personal conversation in quiet surroundings with employees to see where they stand.
How would you resolve any type of customer dissatisfaction?
Guests’ complaints are an unavoidable reality in any hospitality business. First, we find out why the guest is unhappy. Then, we do our best to make them happy, and afterwards, we have management review the incident to consider potential improvements for service or complaints handling.
Which of the hotel restaurants do you recommend the most?
I’m not sure which I love most – Osmanly’s fresh and delicious Turkish plates, the chef’s tempting pastries or the warm feeling I get every time I visit this restaurant. The Blue is another favorite, since each guest there is family. Its delicious international flavors include Chicken Almond, Ricotta Ravioli and the best Apple Panna Cotta in town. Did I mention the Raspberry Dark Chocolate Cake at the Chocolate Lounge? Heavenly!
Tell us a bit about the Jazz Bar. How have people responded to it?
I can leave the answer to the TripAdvisor ranking because the Jazz Bar is at the top of the “Nightlife in Cairo” category. Located on Floor 10, the Jazz Bar has always been the cherry on top for us, being one of the celebrities’ favorite go-to places in downtown Cairo. With a fabulous night view of the Nile and live jazz music in the background, the atmosphere is really chic and urbane.
Which previous promotional events have been the most successful?
Recently, we started the summer season with the full-moon event on the Roof Top on Floor 11, hosting the superstar belly dancer Anastasia for a festive night to remember. All attendees enjoyed it and are looking forward to returning for more events throughout the season.
What is your vision for the future of the hotel?
I am addicted to non-traditional concepts, so my vision for Kempinski Nile is to be recognizable for personalized service and quality standards, and to be consistent in the promotion of elegance, creativity and future development. We pride ourselves on truly customizing every stay to suit each of our guests.
