Meet With Ashraf Michel, General Manager of Sheraton Cairo Hotel & Casino

In the ever-evolving industry of hotels and hospitality, Sheraton Cairo Hotel & Casino has constantly maintained a strong position as a legendary property that played a significant role in this sector in Egypt, providing its guests with remarkable experiences. We had a talk with Ashraf Michel, General Manager of Sheraton Cairo Hotel & Casino where he took us through his journey in the hospitality industry and shared exciting announcement on new experiences that Sheraton Cairo Hotel & Casino will be offering its guests.

 

1. First, could you please tell us more about your career progression and how you made it to becoming the General Manager of Sheraton Cairo Hotel & Casino?

I have been in the field of hospitality for 37 years. I started my career as a Sales Executive at Sonesta Hotel Cairo in 1986 where I held a variety of positions in the hospitality industry in different disciplines including revenue, sales and marketing, and rooms. Throughout my career, I have always been passionate about providing excellent customer service and believed that the hospitality industry is all about making people feel welcome and comfortable. I am proud to have played a role in making many people's travel experiences unforgettable.

I am currently the General Manager of Sheraton Cairo Hotel & Casino. I am excited to be working in such a beautiful and legendary property. I am also looking forward to continuing to learn and grow in my career. I believe that the hospitality industry is constantly evolving, and I am committed to staying ahead of the curve.

 

2. In your opinion, what sets Sheraton Cairo Hotel & Casino apart from other hotels in Egypt?

Sheraton Cairo is a legacy hotel that opened in 1970 as the first Sheraton hotel in Africa and has been welcoming guests from all over the world ever since. It is located in the heart of Cairo, close to all the major attractions, offering a variety of amenities and services that make it a popular choice for both business and leisure travelers. The hotel’s combination of location and legacy is what makes it unique.

 

3. How has Sheraton Cairo Hotel & Casino progressed over the recent years? Are there any newly launched programs or activations that guests should be looking forward to?

Sheraton Cairo progressed over recent years tremendously in terms of guest satisfaction and this led to more business, also being part of Marriott International. We add new benefits on a regular basis for our BonVoy members with great added value. Our guests should look forward to the opening of the new tower, which will offer an exceptional full view of the Nile. The new tower will add 329 state-of-the-art rooms and 7 meeting rooms with the latest technology. This new tower will help us accommodate more guests and meet their expectations. We are very excited and eager to welcome everyone to this amazing tower.

 

4. With the rise of technology, how does Sheraton Cairo Hotel & Casino, integrate technology in its experience and how do you think this will reshape the industry of hospitality?

Mobile technology is the leading industry today, and people are constantly connected to their devices. Travelers are increasingly using mobile devices to plan and book their travel. This means that hotels need to have a strong mobile presence in order to reach potential guests. The Marriott BonVoy app is one of the best mobile applications all over the world that helps our guests view the best offers with the easiest mobile check-in. we also have the most updated systems such as mobile key, chat, and others. At the end of the day travelers are looking for personalized experiences that are tailored to their specific needs and interests and these technologies are helping us meet their expectations.

 

5. From early on in your career and until today, what is the most valuable lesson you’ve learned about the hospitality industry?

The hospitality industry is a demanding industry that requires a lot of hard work and dedication. If you are not passionate about your job, it will be very difficult to stay motivated and keep up with the demands of the job. In addition, you also need to be good at customer service. The hospitality industry is all about making people feel welcome and comfortable. As a general manager, I have learned that taking care of my associates is the best way to take care of my guests. When my associates are happy and engaged, they are more likely to provide excellent customer service, which leads to repeated business and positive word-of-mouth.

 

6. What was one of the biggest challenges you faced as a GM and how did you manage to overcome it?

As a general manager, one of the biggest challenges I faced was maintaining a high level of customer service while also managing a big hotel with almost 800 associates. I overcame this by empowering my associates and investing in their training. This gave them a sense of ownership and responsibility, which motivated them to provide excellent service. Last but not least, tracking customer satisfaction. I regularly take feedback from the guests on the hotel's service. This feedback helped me identify areas where we could improve.

 

7. In your opinion what does it take to succeed as a GM?

Clear vision, effective communication, and strong leadership is the key to success.

  

8. Finally, a piece of advice you’d give to anyone who’d want to pursue a career in hospitality.

The most important thing to succeed in the hospitality industry is to be passionate about your job. If you do not love what you do, it will be very difficult to succeed