The Westin and Le Méridien City Centre Bahrain welcomed Paul Dunphy as the new Complex General Manager in August 2024. With over two decades of experience, Dunphy’s career includes leadership roles with Marriott International, the Sheraton brand in Ireland and the UK, and General Manager at Sheraton Riyadh Hotel & Towers. In this exclusive interview, we speak to Paul and his executive team shaping unique guest experiences and charting new success stories for the hotels.
Understanding and enhancing guest satisfaction is vital, achieved through guest interaction, feedback, and exceeding expectations. Building a motivated team is equally important, focusing on recruiting talent, ongoing training, and fostering a positive work environment. Operational efficiency ensures smooth departmental operations, effective resource management, regular inspections, and timely maintenance for guest safety and comfort.
Staying updated with industry trends allows the adoption of innovative technologies to enhance experiences. Strong stakeholder relationships, including owners, suppliers, and the community, are essential, supported by clear communication, strategic planning, and alignment with the hotel’s vision and goals. These efforts drive long-term success.
At The Westin and Le Meridien City Centre Bahrain, our sustainability goals focus on reducing our carbon footprint, conserving water, and minimizing waste. We are striving to accomplish these by adopting energy-efficient systems, implementing water-saving initiatives, and promoting recycling programs. Additionally, we are committed to sourcing locally and sustainably to support the community and reduce our environmental impact.
I entered hospitality inspired by my father’s career with Aer Lingus and my fascination with hotels during our travels. Eoin Dillon, a renowned Irish General Manager, shaped my career early on, offering me a summer job in his London hotel’s laundry. He believed if I could handle that tough role, I could handle anything. Returning the next summer as a chef, my passion for hospitality was ignited, and I’ve never looked back.
The biggest trends in hospitality today include technology and AI integrations, such as mobile check-ins, digital keys, and voice-controlled room automation, enhancing guest experiences by reducing wait times and physical contact. Sustainability is vital, with hotels adopting eco-friendly practices and aiming for net-positive impacts. Personalization, driven by data analytics, offers tailored services, while wellness travel focuses on digital detoxes, yoga retreats, and cultural immersions. Social media remains crucial for brand loyalty, connecting with guests through authentic, engaging content that attracts and inspires.
Complex Executive Assistant Manager
How do you ensure and enable consistent communication across departments?
Effective communication thrives through regular meetings, clear channels, training, feedback mechanisms, and open leadership. These strategies enhance collaboration, resolve conflicts, boost efficiency, and foster a positive workplace culture.
What are the most important qualities a hospitality leader must possess to thrive?
Hospitality leaders thrive with vision, adaptability, emotional intelligence, and business acumen. Prioritising service, fostering collaboration, and embracing inclusivity ensure smooth operations, while passion and resilience drive outstanding guest experiences in a complex industry.
Complex Director of Sales and Distribution
What is the biggest goal your team is setting out to achieve for the hotel in the next year?
We aim to grow market share by attracting diverse guests, enhancing brand presence, leveraging data analytics, expanding partnerships, and offering personalised packages and promotions for leisure and business travellers.
What are the key skills and mindsets needed to thrive in your line of work within the hospitality sector?
Hospitality success demands customer focus, adaptability, strong communication, and teamwork. Analytical thinking shapes strategy, while resilience and positivity uphold service standards, driving excellence and creating memorable guest experiences in a dynamic industry.
Complex Director of Marketing
Can you tell us about a recent innovation implemented by the hotel?
We’re proud to pioneer renewable energy in Bahrain by installing wind turbines and solar panels, powering public areas and reducing our carbon footprint. This initiative aligns with Marriott’s goals, enhancing sustainability and inspiring eco-friendly hospitality practices.
How do you measure the impact of your efforts in positioning the hotel to stand out?
We measure impact with KPIs like occupancy, ADR, and RevPAR, plus digital analytics and guest surveys. Benchmarking competitors and analysing data refine strategies to enhance brand presence and deliver exceptional guest experiences.
Cluster Director of Human Resources
What are your strategies for managing stress and/or burnout?
As DHR, I promote work-life balance with flexible shifts, breaks, fun activities, and onsite medical support, fostering positivity and ensuring employees thrive in the demanding 24/7 hospitality environment.
What efforts does the hotel make to ensure a thriving work environment?
At The Westin and Le Meridien, we prioritize employee engagement, development, recognition, wellness, inclusivity, and open communication, fostering a supportive workplace that empowers staff to deliver exceptional guest experiences.
Cluster Director of Finance
What is the biggest lesson you’ve learned in your career?
Two key leadership lessons: the strength of motivated teams and the importance of integrity. Doing the right thing builds values, reputation, and long-term success, fostering a positive, high-performing environment.
Is there a financial best practice you wish more people in the hospitality industry knew about?
Technology enhances finance by streamlining processes, fostering collaboration, and driving innovation. Adopting advancements ensures competitiveness, improves outcomes, and positions businesses for long-term success in an evolving financial landscape.
Complex Director of Food and Beverage
How do you ensure your restaurants always meet the highest standards?
We ensure excellence by sourcing quality ingredients, prioritizing staff training, conducting audits, analyzing guest feedback, and embracing innovation to maintain high standards and deliver exceptional culinary experiences.
What are your thoughts on Bahrain’s restaurant sector?
Bahrain’s restaurant sector is thriving with diverse, quality-driven dining experiences blending tradition and innovation. Supported by strong infrastructure and tourism, it’s poised for growth, and we’re excited to lead this journey.
