Von den Meereswellen zu Hotellobbys: die Geschichte eines GM

the Future of HospitalityOkay. Tell me about that. Yes. What was your biggest challenge what was your biggest challenge in hospitality?

Jalil SteelI was going from Panama, which I'd never been in a foreign country of working outside of my country back in the in the time to go work on a cruise boat.

the Future of HospitalityA cruise boat? Yes. Okay.

Jalil SteelSo I moved there when I was 23.

the Future of HospitalityAnd then When did you... Why did you do that? Because you started as a telephone operator Yep. Then you went to the front to talk to people, and you you were told you talk a lot. Yes. Then you made the decision at 23 Yep. To go work on a cruise ship, a cruise boat. What... So tell me what Is it and why? Easy easy answer.

Jalil SteelMoney. It was all about money. All about money. Okay. My my brothers were working, and I say, it's amazing. You can you can go and work, and you can make a lot more money that... Because hospitality in Panama is way different than in Holland in the safe that you really need to work. Back in the day, your supervisor just come to you like, you're staying working on the eleven. You're not going home. Like, okay. It's okay. Okay. Yeah. That was in what what what deck... What time are we talking about? When was that? We're talking about two thousand fourteen. Right. Okay. 2014 because I worked there for almost four years, and then I moved into Belgium, but I I will come back to that. Mhmm. So I worked for almost four years in the cruise boat, and I remember that was the most challenging because I needed to grow up as a person. Mhmm.

Jalil SteelBut the amount of stars and the ability to communicate with different people and to be constantly on a stressful environment being pushed to the limits, I learned it from working on a cruise boat by Royal Caribbean. Royal Caribbean. Yeah. Okay. Yeah. It was so challenging because the first thing is safety first, safety first, safety first. You constantly are knowing everything about drills and safety, but then you also need to deliver at the front end. Yeah. All about creating that experience, all about creating a welcoming environment, taking care of guests, taking care of your colleague, adjusting into environment where you... I work with someone from Holland, somebody from France, somebody from Brazil, somebody from Ecuador.

Jalil SteelSo really connecting with different nationality and building on that mentality that I... Hey. We're all equal. You better help me because if you do not help me, we are not gonna get better. So you better understand where I'm coming from. I do understand where you come from. How can we settle in the middle and get the best possible outcome for you as for us in the company? Right. It was it was amazing. And I remember I have my boss, I can... Because she was really a boss, Claudia. But she really built up character in me those three years. I remember my first contract. I got up and she came to me and she looked from the top to the bottom and said, your shoes are not really white.

Jalil SteelAnd I'm looking like, my shoes are white. No. They are not. Come to me. You have no perfume today. Go down. I want you to see. With perfume, I wanted you to get the new shoes. I want... And everything I remember, what she she really built up a character of me. I'm thankful. I passed through her. So that was your, like, your your your your your teacher. She she she she she taught you what is important,

the Future of Hospitalityto be on the front side, to be visible, to to deal with with guests and how you have... It's it's almost like a military drill, sounds to me. Yes.

Jalil SteelYeah. Yeah. I wasn't used to do that. I was used to... You know, on the hospitality, taking care of people, but from her side, she was... Every single day, I needed to come to her office before starting my shift. And she had, like, a drill on me. Let me look at your... Are are you... Or your belt. It's not shiny. You need to be shiny. Your shoes, your sock, you are not... You... Every single thing before I could even go to the front side and create that experience. But I'm thankful now because the character she built it on me is unbelievable. I I I can go work anywhere.

Jalil SteelI don't complain because I passed through that hard environment where was not allowed for me to complain. I needed to do more than what is expecting from me and be happy.

the Future of HospitalityAnd you did it. And you did it because there are probably many colleagues of you didn't do it because that was the the the the the the filtering process, I think, of who is good enough to work on the boat and who is strong enough and can put away their egos because it's customer... Guests first. So Yes. You didn't you didn't flunk. You just decided I want to be the best. Is that is that what I'm hearing? That that that way, I I started getting this mentality

Jalil Steelof, yes, you can handle it because my message as... I I got on board with another lady from Panama. Mhmm. And the first thing she told us, look. Let me tell you something, YouTube. There's nobody from Panama working out of front of cruise boat. You work on security. I'm gonna make sure before the first month you both disembark again. Imagine 23 years old and your manager is giving you this welcoming message like Mhmm. First month, you're going back home. I was like, you have to be kidding me. It's like... And she went... On the first month, my... The lady disembarked. She couldn't take it. She was Oh. Every single thing. But I worked with her for four months after we changed to another, front office manager.

Jalil SteelI was I was in paradise. I... Everybody... All my colleagues, mean, keep it together. She will disembark, but let me tell you something. There's not any other front of humanity like her. Her standard eye to the sky and even higher. Once you work with her, you can work your entire life on a cruise boat. You are made up. And after those four months, then I started having the the life. Then I started going to the cruise boat,

the Future of Hospitalityusing my privilege as a officer in the boat, going Tell me tell me something about your experience on the cruise boat. Because after those four months that that that shaped you and made you become the person that you are now. So can you share some stories that you experienced on the boat that you said that's really outstanding? I wanna share that with with with the world.

Jalil SteelAnother experience that I never forget was I was working at a front desk. And on the cruise boat, you've been on a cruise boat. You daily have daily itinerary of all the activity and everything. So the money, which was full experience of working twenty years of experience on cruise boats, I got the itinerary, and I needed to put it on the front. Mhmm. And I got it maybe in job and not having the knowledge. I just got it, and I put it on the front. And they tell me, come come back. So you see, that's that's the little issue with you, young people. You're just doing things for doing things.

Jalil SteelSo you put in the daily program here. Of course, guests will pick it up, but it is all about creating experience. Look. Let me show you. Then they went and they put it all beautiful. You see? Mhmm. Now it's sexier. Sometimes you have to... Makes it look sexy. Now people will look at it. It will Presentation.

the Future of HospitalityIt's about how we present stuff. Unbelievable.

Jalil SteelI'm talking here. I stopped working at 2017. It's 2025. Everywhere where I go and even when I have meeting with teams, I talk about that experience. Yeah. Because it changed my mind the moment how I present something, how I make my presentation, how I talk to certain way with the team. It's all about creating the experience. Right. Pursuing people to do and to look at things on a different way that they used to be. I I just got the paper and said, okay. It's on the front desk. I did my job. And he's like, no. No. No. Come back. Let's He put all nice. I said, okay. Yeah.

the Future of HospitalityYeah. It makes you change. It's the little things that makes you change. And especially nowadays, p... Meaning, in a fast paced world where it's even people check-in, check out and they... What what the challenge is I think with hotels, you know, cruise ships as well, is those little... Those few seconds where there is an interaction to make that special. So presenting the itineraries for instance in a special way that people don't forget, that is something. Do you have some other examples? Maybe with the hotel you work at right now, but do you have some more examples where you think, hey, it's the little things that makes a difference?

Jalil SteelYeah. Something that also make me... I I I I have... I had the pleasure to work with great general managers where I I could attract good things. When I was working on Bristol, when I'm in Twitter, I I don't believe... Remember my name, but I do remember his name. Because because of two things. I remember I was working in the morning, he was coming in. And he said, Julia, how are you? And I was good, but I just said, I'm fine. He stopped, and he came back. He said, fine. What is going on? Said, no. I'm good. He said, oh, you're good good, though. You're just telling me because I'm the GM and asking you twice.

Jalil SteelAre you good? I said, no. I'm good. So you know what I did is that? Because always when I ask you how you're doing, you're good, but you... Today, you just tell me just fine. So I thought there was something going on with you. I never forget it. I take that... I'm working today, and I really listen to my... To the employees when they are talking how they did. And I and I... Every time I come... And for example, I started with this amazing company, the Vincent Hotel Group, which is part of a bigger company, Westmont Hospitality Group, more than 500 hotel, 80 hotel in Europe.

Jalil SteelI started in Arne, which is another city. Mhmm. And there, I I... With all that knowledge, I have this that I do really pay attention when the employees are talking. I'm really listening. So last week, I had the front of the manager just got promoted before I came to Slaughter Day, and I'm... Was sitting with Safra in in in the office here. And she came to say, hey. Thank you for fixing the room and everything for me. Thank you a lot. And I asked her, how you doing? I was just like, I'm doing very good, Jalil. You know? I know. Because if I tell you just fine, I know you're gonna go so deeply until you get exactly what's going on with me, and then you're gonna play all this psychology and listen to me for thirty minute. I'm good. And I'm not faking it. I'm good good. But what was so funny, suffering working with me for four months because I'm in this property since October last year. Yeah. And he started laughing at Juliet. I really...

Jalil SteelIs his... I thought he's doing this with me and everybody in slaughter. I said, no. This guy is crazy. He really pays attention to everything when... If you said to Juliet to 25 or two with my mother's birthday, I don't know when he would come to you like, this is for you, brother. I know your mother is a happy person today. How the hell? I thought he was just doing this in Slaughter Day. No. This guy has been doing this the whole year. Last year is Slaughter Day. I said, that's why we love Jalil.

the Future of HospitalitySo you do that. You pay attention to how people feel, really feel. I mean, you're just not asking it for for for out of courtesy, but you genuinely want to know what people are going through, how they feel, a little bit of their private life because, hey, you work together all the time, day and night, and these are people. Do you notice something that you get in return from that without even wanting it? But what... Is this... Do you see a change how people respond Yes. Yes. In their work? I mean, do you do you see that in their work?

Jalil SteelYes. And I I will give in the second what I for... I never forget about England. It's about caring. Then I then I give you a reply about your your your... On your question. I remember on a Sunday on Buzzo Buenaventura was only me working on the front of Sunday evening. Mhmm. And the hotel is surrounded by a lot of villa, which is private villa, but the electricity went out on that place. So we went from 30% to 100% occupancy. So I was only me at the front desk. And what what I found so fascinating from him is working in... Not everybody speaks English in Panama.

Jalil SteelSo he was trying to speak Spanish, but he went to the front desk. He stayed there working with me, checking in people, create a reservation, trying to speak in Spanish from 04:00 until 10:00. And the first thing he did after we got the hotel full, said, Janiel, I'm good. Thank you very much for everything. I need you to go to the restaurant. Take whatever you would like. Order whatever you would like to get tickets. Take your time. You didn't take break. I'm the general manager. Go there. Make sure you're happy. I need... I'm very happy you never complained. You stood up next to me. Thank you. Please go.

Jalil SteelTen years later, I'm still talking about that because what he created on me on that moment, he show what the leader is. Yeah. Other GM would have been like, I wanna go home. It's 10:00. Mhmm. You stay until eleven. He stayed there. He said, normally, he's telling me to take an hour. Call family. It's all good. I can handle it. I've been working longer than you in hotel. Don't worry. I will not... I never forget about it. But I attract this from him. And coming back to your question, this is my leadership style coming into a hotel. You know, this property, Holiday Express Amsterdam's lot today.

Jalil SteelWe... Enforcement, we've been... And I never say me. I always say we because We. Because it's we. Yeah. Yeah. I get it. Yeah. Yeah. I I do bring a strategy. However, I am not checking in the guys always. I am not always at the breakfast. I am not always at the bar. I am not cleaning the room. But in foremost the time, we brought this property from... Let's say we have our from '75. We we are achieving we are achieving 80 plus 80 plus, and not only on the target side, but the financial side, the ability that I have to pursue people is all because I had the opportunity to work with great leaders in those fourteen years working in in hospitality.

Jalil SteelSo the... What I see it in return because I do pay attention, I come and I ask, why have been things working like this? Mostly the question, yeah, because we always do it like this. So let's find out a way. Can we unpack this? That's why this... This guy is so political Right? As... Can we unpack this and take a look? How can we make it better together? Because I need you. I'm bringing the strategy, but I need you guys. So words that I use, I put a lot of value on the communication so the team feels value. So what I get into return is, yes. We will do the job you're asking us to do because once it is very clear on the vision why we need to do this Mhmm. And you're making us feel very value because I never said, hey.

Jalil SteelCan you do this? Can you do this for me? It's a very simple answer. If they do not feel valued, no. I do not. And with the new leaders that we're getting into the hospitality, it's it's so important to communicate why we need to change the way we used to work, how we're gonna do it. And given from my side, I am nothing without you all. I can talk beautiful, but if you don't believe we can do it, there won't be any result. So we went from... To put some perspective, a happy score at 73, 74. We are achieving 80 plus. And what is amazing, the hotel has been since October are at 95% occupancy, which suffers my operation manager. Said, like, I don't know. I don't know, Jalil.

Jalil SteelThis hotel never been be that busy since the moment you can... We are never below 90. And, like, I don't get it. I don't get it. And... But the score is still going up. The energy on the team is what what I do is is way different. People are so positive because... And what's... I... Because I spend the most of the time with Safra, I came here and said, come sit next to me. This office is too big only for me. You need to know everything I know. And I've been taking him and everybody. I came here. He told me, no. No. No. This hotel is too difficult. Say, tell me about three things are great about this property.

Jalil SteelNow we got problem in. It is very unfortunate that you can find three things that are very good about this. And I went and asked for that. And then I went and I I brought a strategy, how we're gonna do this, this, this, and how we... I always clear how we can achieve this, this, and the... And in return, if you guys help me to go achieve this, we're gonna do this. So I said, look. If you achieve me to get this, this result, I promise you, we're taking dinner in November. And they were like, it's not happening,. It's not happening. But because I know how I need to talk with the team, which language I need to use. But when I go upstairs as my manager, I'm taking the team outside. It's a different language.

Jalil SteelBut that's all based on result. There's numbers. If I can show numbers, my manager said, I don't care.

the Future of HospitalityThank you. Yep. And that's a good way of of of of leadership. Tell me, what makes your leadership stand out? I mean, you just explained it that you're able to capture the team and to give them the feeling that they are being valued. Tell me, how do you do that? And what is the response of the people that you work with?

Jalil SteelYeah. For me, it's this way. I took this property as well as an example. It's not today. You got a budget, which is upsell, decide to communicate it with me. So these are the targets for IG. You need to achieve 77, let's say, overall experience, 79, loyalty recognition, breakthrough. Okay? And you got your financial side as a GM, your budget. Mhmm. So what I did with with Safran in December, I said, I always trying to be five step ahead of everybody. So I say half December, we sat down, and I can move the camera. I was... I broke down the whole first quarter from room revenue, how we're gonna shift room revenue, what is needed to shift room revenue, breakfast on detail.

Jalil SteelThen we went to the targets, then we changed the strategy. How we're gonna achieve the target? And then I said to Safra, which is the key, I say, what... The way I'm talking at this moment is from general manager to operation manager and back and forth. How we talk now is you understand? I do understand. Later, I will show you how I communicate on the language of the team, which many people such a leader, you are full of. I said, no. But it's very important that we digest the number. And then I go to the front desk team, and I go to the breakfast team, and I go to the F and B and to housekeeping and say, this is how we're gonna achieve. For example, we we stimulate green estate, which mean in a change of cleaning your room, we sell it to save the environment to make the planet greener.

Jalil SteelYou get a free drink out of products. Before I got to slot today, there was zero greener stay selling. We went from, let's say, €500 in saving to above, on a average, €20,000 per month saving. Oh, wow. That's a big jump. That's a big jump. And I and I remember, Safron, like, how we're gonna do this is is... Let me explain you. If I come to you, Safron, say, guys, I need you to save €20,000 in green estate, which is normally the language of any other GM. Well, you're gonna ask me. How? I said, exactly. That's my job. Before I ask you to do that, I'm not even gonna ask you. I'm not even gonna tell you the big number. I will share the big number when we achieve it, but let's see. Then we go and say, We got Opera, which is our APM assistant.

Jalil SteelWe forecast how many reservation. That's the strategy side that I that I love. So how many reservation were achievable for January, let's say, for October when I started for greatest day. Mhmm. Then we went to the team. We put on the board the target per day, how many reservation we are able. My boss is gonna kill me. Actually, don't act. Don't give the strides to everybody. It's okay. So then I said, now we gotta target it to make it easier for the front end agent to sell it. We went on every single reservation and open achievable. We put an alert. So when the person is checking in, the first thing they're gonna say, greater say achievable two days. So they know how to sell.

Jalil SteelThen I communicate it with the team guys. We got an open alert for every possible greatest day. You got the target... Daily target on the board in the back office so I can manage. You can manage. Safran can manage. And besides that, I showed it in how to sell it.

the Future of HospitalityMhmm.

Jalil SteelWhen the guest come in, the alert will pop up. You do all the... Before you the the... Before the payment... After the payment is done, then you go and talk about. Greatest day. Oh, I see you staying for more than two. Are you aware about our greatest day program? No. He said, the answer on that question will be yes because they already got it and no. Mostly will be no. It's it's a yes or no question. Your reply or no is, let me explain about it. You can contribute to save the planet and make it greener by exchanging the clean enough room for the free drinks. Or if you are a member, you get 500 points.

Jalil SteelYep. I can tell you we went from 500 unit max to 20,000 unit on average because it is easy in this time we live in for people to say, I don't need cleaning. It's okay. Give me the drinks. So by doing that, I'm not only saving a lot on on on housekeeping cost, but I'm increasing the bar revenue because then I'm attracting a lot more guests to come and sit at the bar. They come stay and eat and drink some more. And then the thing the the thing is now how you do it. Yes. One, the first beer is getting empty. I said, then we we got some some some nuts...

Jalil SteelSome peanuts so they get more source. So that's all the psychology and the strategy in my side. And the thing knows the beer is all empty. They are like, how you doing, sir? You enjoying the beer? Would you like to have another beer? Not yet. Okay. I'm here... Right here at the front. They know once it's us again. So we are acting. So we went from €300 to 2,000 plus... 3,000 plus euro on a holiday express, but we have a a a concept formula.

the Future of HospitalityYeah. Check-in, check out. Yeah. That's that's what I want to ask you because it's it's slow to die. It's just out of the city. It's one train ride, one train stop to the city. It's really close. But it's still out of the city center and the demographic is different from the city center in Amsterdam I can only imagine and it's a very competitive market,

Jalil Steelit's very So

the Future of Hospitalityhow do you... The people are coming back because of how you manage the hotel. Yeah. Do you see same faces coming back? Yes. Yeah. Okay. That's good to hear. I see the smile on your face. That's good. Yes. And and and the good thing is

Jalil Steelyou see same face and coming back, but you see on the comments. If you go for the first time, you see it on post the comment. I'm definitely looking forward to stay again in this property because people are very friendly. Oh, I was greedy at the breakfast. It's very friendly. Yeah. Oh, I was greedy at the at the front. Sectional service, tire cleaning room. And I'm not trying to say we're perfect because we are not... We are far from. Because they're for 254 bedroom. There will be a day... Room... A dirty room. Yeah. It's okay. So... But the the whole strategy, how we do things in Slottoday is being changed dramatically, and then I see a result on the same way.

Jalil SteelMhmm. So what is funny that this property used to be... It's very challenging property. Because it... I brought the same result in Arnhem, and everybody like, but Arnhem is only 127 bedroom. Why until you get to the, you know, the type of guests are different? This is different. And I was on myself. I know what's needed to be done. I believe it is possible. The first thing I did is changing the limiting belief in system in the team. Like, guys, we can do it. We're where I'm from. There's nothing good to... All our rooms on the 7th Floor are renovated. We are g four. We got the beautiful and biggest lobby.

Jalil SteelOur restaurant share have been all renewed. Our body is way bigger than all the other hotel. And I said, guys, and we do have the best employee of the whole company. Mhmm. So... But I... I'm speaking like this with the team. So now they're speaking the same language I speak like, with the best hotel, Jalil. However, I say, it's okay when you put it out there. You still need to bring resources. Do not forget to to go back on the tag and say, hey. It's 85. The tag is... This is green estate. This is the target for the. We constantly remind each other, yes, we are the best team, although we know, of course, this hotel could be better. But the belief in system in the team, plus the strategy we are using and how we challenge each other on a positive way, not saying, you forgot yesterday to sell the greenery state, so now we have three less.

Jalil SteelMhmm. No. No. That's just like, hey. Yesterday, we missed 10. How can we make 10 more today?

the Future of HospitalityOr can we spread it through the coming days and still achieve the time? Yeah. That's amazing. It's the way how you approach your your your people and how you work together. I see that you really value your staff, and it feels like like a family style hotel. That's how it sounds like to me. I want to move on to to nowadays, the fast paced world that we live in and advanced technologies. It's always about the personal experience, memorable experience. So how do you combine the two? Because you cannot ignore advanced technologies, AI, for instance. So how do you do that?

Jalil SteelSo great question, by the way, because twenty twenty five's AI is coming. One thing that we do do not... I I will say never. I would never. I would like not to put aside is we are working from people to people. A lot of people forget, it doesn't matter what do you do. Mhmm. You are selling the service or the product to another people. Yeah. Other person. Yeah. So we combine technology by... We got amazing tool from IG. The Vincent Hotel Group is also investing a lot on on... For example, let's post a new position. I can remember ten day... Ten ten years ago, you go to one page, the other page. Now we got AI integrated with you, updated the the position.

Jalil SteelLet's see of hotel professional, and he jumped our market to Intent, and he jumped our market to to LinkedIn. So we are making use of technology where we need it the most to be visible. However, when it comes to service, we go back to the roots. We are operating in hotel. It is all about, at that moment, creating the experience and welcoming. However, when we go to check the arrivals report, then we use technology to say, how can we pick what you need in one, two, three minutes instead of me printing the arrival report and go. As I used to do it back in the day with the market to get the remark, now you just select the field, then you get, this guest need the high away from the elevator.

Jalil SteelThis guest needs a high flow close to the elevator. So when it comes to getting information, yes, technology is the best Yeah. In our product. When it comes to service, we're gonna mail it back to the roots, service, service, service, service. Personal That's the formula of of our group. If if I look to my competitor set, I'm a three star concept hotel, and I'm competing with four star hotel. I have a Radisson just 500 meter away from me. Yeah. It's close. Same location. And sometime, they try to undercut me on the price. Oh. So it is so... Such a challenging environment. Yeah. However, we cannot forget. We're working from people to people. It started with me. I need to take care of my employee.

Jalil SteelI need on a daily basis how I walk into the hotel, Saturday. How they see me, Saturday. And the thing with me is, like, I... I go at 10:00 and I'm at 07:00, And my colleagues are at the front like,. It's too much today. It's 07:00. Down your energy. Like, how can you be every day positive? And it is not that I'm always positive, but I do understand my position. If I step in and be negative, I cannot expect my team to be on a 9500%. When I'm sitting alone, of course, or when I'm sitting with Safra, like, 500 guests at the breakfast. Was very challenging last year between twenty and three January every day for 6,500 was very challenged.

Jalil SteelYeah. When we only have 134 places. So to deliver a great service when you are pushed like this and after ten, fifteen days, I need to put the the boots on. And when my employees are looking at me, are you saying, like, come on, guys. Let's kill it. We can do it again. Let's go. That is important. When I'm sitting in my office, tomorrow, we have to do all over again. We have for another 04:60, four eighty people at the breakfast. It's like a game. It's like a football game. Every... I mean, it's always achieving

the Future of Hospitalitythe highest and get the... And win. It's always about winning. Yes. And in winning, in giving the best service and make people feel at home and and comfortable. That's that's what you're doing. And that's the challenge all the time. But you're you're doing it. That's what I what I hear. And I'm doing it. And and and the thing with me, Arjan, is

Jalil Steelsomething I always do. I say, I like to put it out there. I like to say, I will make it happen in Amsterdam slot today. I will bring result as I bring in Argan. But the things I said to Safran, you know what's the challenge thing when you when you put the big bot out there for the whole world to see it? Mhmm. Then you need to deliver. You need to deliver. I always post my result on LinkedIn. But if I post in January and I post again in August, it's very clear, Jalil. You are not making it. You got another lucky month. So I say a lot of my colleagues, I say, if you put there that you did the great months, you better pause again in... Within two months because then they all worse now.

Jalil SteelYou just had the lucky months. Mhmm. You are not able to run the property as you used to run a a smaller hotel. I do for mine... For myself personally, so I get the challenge. Mhmm. And as I said, I am the number one person accountable to make sure we achieve for Make it happen. Yeah. From GOP to to IG standard without telling to my GP, I'm tired. Of course, I do get tired, but I understand again. I cannot say I'm tired in front of the front of the agent because they're way busier than than than I am. They constantly repeating repeating, selling the green stay, selling the enrollment, selling selling selling division.

Jalil SteelIt's not fair for me to come and say, guys, I'm so tired. Especially, sometimes, yes, you are at the breakfast, cleaning, also table. We do appreciate it. Yes. Sometime, also, you jumped in and you're checking. Yes. But most of the time, you're doing administration and walk in the hotel and show you guys how can we improve here? And you come to the back office, guys, we missed the agreement. Say, is it possible to get it in the next five days so we can still achieve the target? You are not checking in 100... One sixty people every guest. So I I understand that. So I I... And and and that's what I said. I said, we share the same pain. And they're looking at me like, oh my god,.

Jalil SteelStop being political rights. We go four months with you. We love you. Yeah. I know if I let you tell you're gonna go go an hour telling how amazing we are. We happy with you.

the Future of HospitalityI like to hear that. The

Jalil Steelvision is clear. The why is clear. The strategy is clear. Today, you can save your thirty minute talk. We know it.

the Future of HospitalityI sound like a perfect captain to me for the for the Holiday Inn Express ship.

Jalil SteelYeah. And and and the thing is I like running the property. Mhmm. I love being involved with the operation. I say, look. Yes. I have my email. And I have high standard. For me, my email have to be clear every single day. That's my standard. That's right. Judge anybody. That's my standard. But I'm very visible. If we just cannot say, I didn't see today. They don't even need to ask breakfast busy. I'm there. And that combination of being there without asking me, hey. Tomorrow, we have a two group checking out at 07:00. Are you busy? They know I'm here. But they also understand I have administration to do. But whenever he's busy, I'm here at the breakfast. We went... We... I went on on December from the twentieth until the fifth, sixth of January back to back to back to back to back back to back.

Jalil SteelAnd I live an hour from from here, so they were like, what the hell are you doing 07:00? So, guys, it's not about me. It's about us. I can ask you to be on Christmas running 600... Almost 500 people at a breakfast and me at home. No. You cannot do that. It's impossible. And I said, yeah. But we never work with a gym like this. Like, it's not about the other gym. I'm in charge now. We're in charge now. If you are here on Christmas, I should be here. Mm-mm. And I don't stay the whole day, but I come at seven, at three, sometime at one. But on the busy moment, which was breakfast, those... I was there. I took only the twenty sixth off. But all the other day, we were handling 400, four sixty, four eighty, and I was there. And I and They're there all the time.

the Future of HospitalityAll the time. When you need it. Yeah. When when I when I need it, I'm not twenty four hours in the building. No. But you're there when you need it to be... When you need to be there. That's what it is. And then then then... Yeah. I I really appreciate it. And I think you you show the team how important it is to to be there for for the guests when it's... When they are there. Yeah. It's not the... Just the property. It's the people who visit the property.

Jalil SteelYes. Mhmm. The first thing I say, get over you. I I talk to. Mhmm. Come here. You need to know everything. It's not about me. I'm already sitting on the Shell's GM. It's about how can I make you greater? How can I make the resect? The resection better? How can I make the breakfast better? How... It's not about me. No. Forget about me. It's about me when it's a big complaint. You do call me

the Future of Hospitalityif I'm not my deal. Let me go to the to the last question before we're running out of time. There is a lot we can talk about, especially especially about that location because I know the location very, very good. I pass it all the time on my walks. What advice would you give to people who want to enter the hospitality market work in a hotel like yours for instance? What advice would you give them? Young or old? It doesn't matter. I mean, young people who start or people who want to change careers.

Jalil SteelI I I believe the the... It it... For me, it depends. I'm I'm very focused... Detail focused. It depends what's... I would give them advice based on what they would like to do. They would like to become general manager. They would like just to get a job and be in front of agents. So first step would be, why would you like to work in hospitality, and how far would you like to go? I believe it's the best industry, very challenged, but if you switch from hospitality to another child, I... Of course, you will not challenge... Switch with our diploma to go and work as a doctor or work as a engineer.

Jalil SteelBut the hardcore value of caring for people and being... Think... Constantly think how can you get better Mhmm. Be in practice instead of reactive. You get it here. So that would be the first first thing. What would you like to become once you get into the to the to the to the... To this business, hospitality? And then I would say, what is... The only thing which is required is for you to be open to learn and for you to be open to be flexible. To learn and to be able to learn and flexible. To be flexible. First thing, what would you like to achieve? Be open to learn. It doesn't matter which position you are. You can always learn. You can always get better and be flexible.

Jalil SteelMhmm. Why I say be flexible? Because opportunity will come, but maybe you will become the front of the manager, but it will require for you to travel forty five minutes. Are you able enough to become front of the manager there or become a F and B manager, but you need to travel? Normally, you will walk into your current job position. Now there is a graduate position, but maybe it's in another country. But they really would like to go out to post all the benefits. Are you flexible? Because the way... The easiest way to grow in this in this business, you have to be mobile. If you if you are not mobile and able to to move, it will be a challenge. I'm not saying it's not possible and that... And and and and and from my side, I will will be able to ask question.

the Future of HospitalityAsk question. Do... Feel free to ask questions. That's what you're to ask question. Yeah. Always. I agree. Doesn't matter that...

Jalil SteelYeah. Sometimes people and and sometimes based on the level, it's my operation manager is asking me something which I believe is stupid question. I said, come on, brother. This is a stupid question. Some type people said, that's not a stupid question. I said, guys, based on... I cannot be a GM. I said, like, do I really have to be accountable for everything happening in the hotels? I tell you, I decide to be a general manager. How... There you ask, am I in charge to... For everything happening in the whole property? Doesn't... No value question based on my position. But if I don't know how to run three property, and I do have contact also at GM who is running three property, I would like to be in contact with that general manager.

Jalil SteelHow are you doing? Why is it required for you? How many hours are you putting in a work per day before you get into the position? Now that you are working the position, I always encourage my... Everybody's working with me, but also the team. I said, even when I come with this all strategy, it is okay, guys, to ask me, Jalil, why? Why would you like to sell Green Estate? We were not selling Green Estate before. Why do we need to sell Green Estate? Always. I do it for myself, but I encourage my team be... Because from my side, you know what I get, Arjan?

Jalil SteelAnd I said to to to, my operation manager, which is becoming our general manager, I'm so happy. Oh, really? Okay. Cool. Yeah. And I said, you... He's going to Rotterdam. I can say now because now it's already outside. Everybody knows. So say, you go to Rotterdam. Remember, you have to go there with the vision. You believe you will make the changes and prove resolve, but ask why.

the Future of HospitalityWhy did you Ask why.

Jalil SteelYeah. Give the ability to your team and and and share with your team on a way that they really feel comfortable asking you why. Because the only thing you get is, oh my god. That's great. And I'm writing. And I'm writing. And then I go back to the office and say, I didn't know about this. Great idea. We can switch. We can do this because the... I'm involved in the operation, but I am not seven seven hour and thirty minute other products. I am not at breakfast. I am not cleaning the the the rooms. Yes. I'm doing the rounds, and I'm checking rooms every day. But it's different because then they tell me, you know, maybe sometimes we need to have water station close to our office or close on the service room so we can... Don't have to go all the way down. Then I can look.

Jalil SteelGreat idea. Let me work it out how we could... Or I can make this happen for you Because I will... I I never promise immediately, but I said, I like the idea. I get back to you. Then I work it out, strategy. Then I need to speak with the manager above me, which is normally the the director of the the company. Sell it. One is approved, then I can come back and say, what a great idea. Because then the value from the company to the Implogy immediately

the Future of Hospitalitygoes up. Yep. I agree.

Jalil SteelSo and and it's all about being open to learn, being open to share, ask the question. Be curious. You you you Be curious. Yeah. What would you like to to work in hotel. Why hotel? I know why. I'm doing fourteen year. I'm still with the... I think... I believe I have a lot more passion now, Arjun, than when I started. And and and and and another things that I do, I do a lot of things different as a general manager. I want to believe. I said to Zafra, I said, I am not looking at the hotel as a hotel. When you're general manager, you need to understand in New York, as you are running a company.

Jalil SteelYes. It's a hotel, but this is a business. Everything you do, you have to be five step ahead, but think about the return on investment. So let me give you an example. I came and I started explaining all the budget, and I said, look. We have a budget on the FME. It's okay for for for me to go above the budget. But when you, general manager, I still need to explain at the end of the month when the p and l come why we are in red. And I have two option. I can say, I don't know. Wrong answer to you, the director operation. But I can say, look. We went up because I needed this, this, this, this.

Jalil SteelWhile we budget it on gas, it's a lot more than what we have. However, here's the return on investment. Breakfast cure is above target, autumn target. Then you're good. Mhmm. I cannot go to the director of operations and are in red. Both targets are also in red. Then I have the long conversation as general money. So taking you... I I I take the whole team, and that's one of the success is the budget is not for, I believe, the budget is not for the GM. The budget is for the GM to digest it, filter it, communicate it with the team, and make sure we achieve it as a team.

Jalil SteelYeah. I communicate the targets, and we manage based on target. And we manage based on on on, this bar target, how many drinks we need to sell. There's a budget for for food, how how much we can buy in. And there is a food be... Food also revenues. Managing all of that and having the patient to wait for the result is difficult, but I said to suffer. You have no way. You have to do both and still come back even when those day you are not achieving target. Yeah. You still need to put the the the boots on and come positive, sell the dream, sell the why, keep everybody motivated.

Jalil SteelYes. We will get there. We just have in about months. However, digest what last month we didn't. I I believe a lot of a lot of leaders, they like to share the positive.

the Future of HospitalityMhmm.

Jalil SteelAnd as as my colleagues say, oh my god. This this guy, like, people would love working with you because your birthday, you get a gift card. It's... You're the first one posting. You're making people feel happy. But the thing I also know, I share also why we need to improve. Mhmm. And the ability how you... Because you can say this this is bad months. So the team is like, guys, this is the target. This is where we fall. Yeah. This is how we can improve. It's a completely different language. I come back and say, guys, we didn't achieve target. How it's possible? Just back in the day, you... Maybe, you know, DJ used to come to you like, you didn't achieve target. Is that possible?

Jalil SteelYeah. Giving constructive and positive feedback, but still talking about, hey. We are dropping the ball. How can we get better? It's so important. A lot of people, they don't like to talk about the red numbers. You have to talk about the red numbers.

the Future of HospitalityYes. Yes. The only way you can grow because it's about providing the best service, and that's where your good number's coming from.

Jalil SteelBut how do you communicate? Is it being effective and understandable? Like, yes. We need to get better. Or it's like, I don't I don't think you understand how busy I am. That's the big differentiator in this era that we live in. How... The the ability for you to communicate how to get better and still giving feedback on improving without getting your team or your colleagues angry because the message is being transmitted like, you don't understand how busy I am, is the big differentiator with recruiting people, which I believe is difficult, but it's not as difficult as keeping employees.

the Future of HospitalityMhmm.

Jalil SteelBecause, yes, recruiting is difficult, but I believe a lot more difficult

the Future of Hospitalitykeeping the employees because you can I think you're keep I think you're doing a really, really, really good job, Jalil? I, I'm hearing that. And, also, it's good to to see and hear you're being so excited. So, perhaps we need to have you on another episode of our podcast because I think there's a lot more to share. And also, yeah, I wanna stay, in touch with you, and follow your career path. It's, it's exciting to hear you. I wanna thank you for being on our podcast. I hope you liked it.

Jalil SteelI I enjoyed it a lot. And Good. And and from my side, I just wanted to say and I said to Safra, this all this all coming... Maybe you got to me because I reacted on on. Because I'm very active on on LinkedIn, and I'm constantly posting everything I'm doing. And I said, this is a new era. You can be a a great leader, but if you're not sharing with the world because of the reason, you're being afraid of people knowing about... You have to share with the world. You need to share it. People need to see it. Otherwise, yeah. You you do it. Yeah. I I know what you mean. I know what you mean. So Wonderful.

the Future of HospitalityMy side. Thank you a lot, Arjun. Thank you for being, and I will definitely come by to visit the property at some point when I start doing my walks again. Slow to dank. I know it very well, so I will be happy to to meet you in person at some point.

Jalil SteelThank you. Question. Are you Dutch? I am. Yeah. I... I'm gonna let you go because as I told you, I talk too much. But I thought, uh-huh. I was looking at your last name. I said I said, it must be Dutch. Yeah. It's a very Dutch last name. It means oak tree

the Future of Hospitalityand yeah. But it's a very Dutch name.

Jalil SteelSo maybe when you go to the property, we speak in Dutch people then... I do speak Dutch. It's not the English. No. I didn't even know that. That's so funny. Yeah. Yeah. I spoke to speak to name that I'm.

the Future of HospitalityJalil, thank you so much. Thank you a lot. So much, and we'll see each other at some point. And, well, have a good day. Thank you for being on the podcast. My pleasure. Thank you for the opportunity.