Hala Alhajjaj
University of Dubai
Yaprak Anadol
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We had the pleasure to interview the director of housekeeping, Karen Joyce, of Fairmont the Palm, Dubai. She has shared with us her real-life experiences about the sustainability action plan that they are currently following at Fairmont the Palm. In our interview with Karen, we talked about the innovation of the business and their approach on how to make the world and the environment a better place. We discussed her high point experience at the Fairmont the Palm along with their newest wellness concept “Be.Your.Best.”; in which it engages their employees, guests, and also the society into a more socially responsible living environment.
They strive to reduce their environmental impact and hold accountable for every decision making or business action they choose. Regardless of their ongoing charitable programs, Fairmont started to give back to the society by developing concepts and actions plans embedded in the overall business model.
Therefore, Fairmont the Palm outlines the importance of sustainability by launching “Be.Your.Best.” concept. The innovation of this concept was under the guidance of Mark Sawkins, General Manager of Fairmont the Palm, the Be.Your.Best. imitative started out as the motto for the health club within the hotel, when you train you should "Be Your Best!" From there, it grew and has turned into a key driver in the hotel at being their best in every aspect. However, there is still a big focus on wellness, and they have expanded it to include colleagues, the community, and the environment; quoting Karen “we simply want to be our best.”
Fairmont the Palm, “Be.Your.Best.”, started off as a fun innovative, with the focus being on wellness centering on heath, however they then looked at what was put into their bodies so food became important and also the water. They have become more concerned about the quality of the environment that an individual surrounds himself with; in which they paid attention to the air they breathe and also the quality of the light they see.
Every department played a key role in the successes of the innovation. The hotel's health club and Willow Stream Spa have been leading the way when it comes to Being your Best – in which they held monthly full moon yoga on the beach, aqua spin classes and many more fun innovates. Human Resources department host both Summer and Winter Olympics and boot camps to keep their employees active. Food and Beverage Department have put a bigger focuses on health food and also source more locally produced food to cut down on carbon emissions. In addition to, Fairmont the Palm also started to provide cooking classes for the community to help out spreading awareness about the importance of the quality of food consumed.
With sustainability in mind, the engineering department has made a real difference to the hotel when they took on the “Be.Your.Best.” motto and have been extremely successful. They have implemented a new energy efficient measure called ‘BIM’ and has resulted in savings of over AED 2,500,000 since the project’s inception in 2016 and 9,000 MWH of energy savings for the resort. This energy reduction is the equivalent to removing 4,500 metric tons of Carbon Dioxide from the atmosphere; which is equivalent to consuming 10,500 barrels of oil! The teams also have done amazing work on the quality of the water; where the water within the hotel facilities is filtered twice to ensure that guests and employees have the best quality. Moreover, they have also switched all the lights in the hotel to soft LED lightening; which has been a big success as studies have said good lighting will put you in a good mood.
As a Fairmont Hotel, their mission is to “Turn Moments into Memories”, during the interview with Director of Housekeeping she mentioned that the innovation has really set the foundation of the mission statement. “To be successful you first have to take care of yourself, in a hotel how we take care of ourselves is by having a healthy and happy colleagues, a healthy building so when our guests come roll up at the door they can sit back and relax or train and be the best!” Karen Joyce, the Director of Housekeeping at Fairmont the Palm says.
In addition, Fairmont has embedded the Green Partnership Program within their business model almost 20 years ago. They have contently thought of how to minimize the impact of their properties on the environment; in which they believe that in order for a business to be sustainable then the mindset running the business should be sustainable too. The Fairmont Sustainability Partnership comprises four key pillars that support their holistic approach to sustainability. These include responsible business, ecosystem, environment, and engagement. Engagement is a critical point for the business; Fairmont has a clear stand when it comes to transparency and clarity with all of their stakeholders. Fairmont believes that the soul of their business is their people and hence they need to be their best to out perform and gain competitive advantage.
With such a focus at being your best, Fairmont have won in 2017 UAE Best Luxury Resort Spa at the 2017- World Luxury Spa Awards – Willow Stream Spa and The World Spa & Wellness Awards, 2017 Resort Spa of the Year: Middle East & Africa Willow Stream Spa at Fairmont The Palm. As well as, savings of over AED 2,500,000 since the project’s inception in 2016 and 9,000 MWH of energy savings for the resort. This energy reduction gave the hotel chain strength within the market and competition. In addition, their Food and Beverage department support local produce and that can also economically enhance and effect local farmers and markets. In another perspective, this could be viewed as a motivation for other businesses within the industry to start innovating sustainable concepts to run the business; in which it could be just the beginning of a revolution that will eventually set aside the conventional way of running a business.
By embedding “Be.Your.Best.” motto into the business, Fairmont contributes by improving the quality of life of their guests and employees. Considering its positives, this innovation will not just impact the business by generating more revenue but it will also associate a certain brand image within the society. During the interview with director of housekeeping at the Fairmont, she has mentioned that the concept's key driver was to generate more footfall and revenue to the business at the beginning but it has gone much deeper than that and became part of their business operations.
With such a focus at being your best, Fairmont have won in 2017 UAE Best Luxury Resort Spa at the 2017- World Luxury Spa Awards – Willow Stream Spa and The World Spa & Wellness Awards, 2017 Resort Spa of the Year: Middle East & Africa Willow Stream Spa at Fairmont The Palm.
As well as, savings of over AED 2,500,000 since the project’s inception in 2016 and 9,000 MWH of energy savings for the resort. This energy reduction gave the hotel chain strength within the market and competition. In addition, their Food and Beverage department support local produce and that can also economically enhance and effect local farmers and markets. In another perspective, this could be viewed as a motivation for other businesses within the industry to start innovating sustainable concepts to run the business; in which it could be just the beginning of a revolution that will eventually set aside the conventional way of running a business.
By embedding “Be.Your.Best” motto into the business, Fairmont contributes by improving the quality of life of their guests and employees. Considering its positives, this innovation will not just impact the business by generating more revenue but it will also associate a certain brand image within the society. During the interview with director of housekeeping at the Fairmont, she has mentioned that the concept's key driver was to generate more footfall and revenue to the business at the beginning but it has gone much deeper than that and became part of their business operations.
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Starting from 1907, the Fairmont Hotel chain first opened its doors in San Francisco, United States of America. At that time, the hotel became a destination for presidential visits and a hub of celebrating occasions.
Rooting from American origins, the Fairmont brand image became associated with unique locations and venues; in which their approach was to create a geographical landmark globally. Celebrated addresses in the Fairmont portfolio include The Fairmont Banff Springs, The Savoy in London, Quebec City’s Fairmont Le Château Frontenac, New York’s The Plaza, Nairobi’s Fairmont the Norfolk, Fairmont Peace Hotel in Shanghai and Makkah Clock Royal Tower, A Fairmont Hotel, among many others.
Fairmont properties became an international “home away from home” for many people that belong into a prominent position in the society such as the Royal family and other Hollywood celebrities. In addition, Fairmont Hotel chain has witnessed and held important events that contribute into the society. For instance, in 1945, the UN charter was held in the Garden room at the Fairmont San Francisco and it was signed by 50 countries. Within that meeting, it was agreed upon that the UN has become an intergovernmental organization.
However, in October of 1999, Canadian Pacific Hotels and Resorts and Fairmont have merged together to form Fairmont Hotels and Resorts; acquiring spectacular landmarks and historical locations worldwide. The leading company now holds and own over 130 residential properties globally.
Fairmont Hotel and Resorts vision statement:
“To provide experiences that are authentically local, in hotels and resorts of unrivaled presence, with service that is truly engaging.“
Fairmont Hotel and Resorts mission statement:
“Turning moments into memories for our guests.”