INTERVIEW - SLIM ZAIANE, GENERAL MANAGER, KEMPINSKI HOTEL MALL OF THE EMIRATES: "IT'S ABOUT PERSONALISATION, AGILITY, AND EMOTIONAL CONNECTION" (United Arab Emirates)
A conversation with the hospitality professional who’s been leading one of Dubai's most iconic luxury hotels for over a decade. |
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INTERVIEW - SLIM ZAIANE, GENERAL MANAGER, KEMPINSKI HOTEL MALL OF THE EMIRATES: "IT'S ABOUT PERSONALISATION, AGILITY, AND EMOTIONAL CONNECTION" (United Arab Emirates)
A conversation with the hospitality professional who’s been leading one of Dubai's most iconic luxury hotels for over a decade. |
Category: Worldwide - United Arab Emirates - Interviews and portraits
- Interviews
Interview made by Sonia Taourghi on 2025-06-11
 Slim Zaiane, General Manager at Kempinski Hotel Mall of the Emirates - Dubai
Photo credit © Kempinski
This leadership approach combines European hospitality heritage with authentic local cultural elements, creating experiences that resonate with Dubai's cosmopolitan character whilst maintaining international luxury standards. Throughout their tenure, they have championed the philosophy that true luxury lies not in physical amenities alone, but in personalisation, agility, and emotional connection – a vision that has seen the property evolve from accommodation provider to lifestyle destination.
As the hotel approaches its 20th anniversary, its strategic initiatives continue to align with Dubai's tourism ambitions, from significant renovation projects, such as the Vera Versilia restaurant, to upcoming wellness partnerships that anticipate industry trends. This conversation explores how sustained leadership, cultural sensitivity, and innovative thinking have contributed to defining luxury hospitality in one of the world's most competitive markets.
Journal des Palaces: You've led the Kempinski Hotel Mall of the Emirates for over 10 years. How has your vision for the property evolved in response to changing luxury guest expectations in Dubai's competitive hospitality landscape?
Slim Zaiane: Over the past decade of leading the Kempinski Hotel Mall of the Emirates, both the world and the hospitality landscape in Dubai have undergone tremendous change. We've navigated through both expected and unprecedented times, and throughout it all, the essence of our business – authentic hospitality – has remained our guiding principle.
What defines luxury today is no longer just about beautiful hotels and design; it's about personalisation, agility, and emotional connection. My vision for the property has continuously evolved to reflect these shifts. We've focused on being agile in the face of external changes whilst staying grounded in what matters most: making our guests feel genuinely welcome, comfortable, and at home.
Our guest profile is highly diverse, including leisure travellers, business guests, and government delegations – each with unique needs and expectations. The key to our success has been staying attuned to emerging guest trends and continuously adjusting our operations and offerings to meet them, without compromising on the high standards of service that define the Kempinski experience.
The Kempinski brand is known for its European heritage combined with local cultural elements. How do you balance maintaining brand standards whilst creating authentic experiences that reflect Dubai's unique character?
One of the great privileges of working with an international brand like Kempinski is the opportunity to bring its refined European heritage to life whilst celebrating the unique character of each destination. In Dubai, this means striking a thoughtful balance between maintaining our brand's timeless elegance and delivering experiences that resonate deeply with the local culture.
We always keep in mind that today's luxury traveller chooses a hotel not only for its brand promise but also to connect with the spirit of the destination. At Kempinski Mall of the Emirates, we carefully observe who our guests are, where they come from, and what they value. We ensure that every touchpoint – from language support and communication preferences to welcome rituals – makes them feel comfortable, respected, and at home.
Authenticity is key. Whether it's offering Arabic coffee on arrival, curating traditional welcome amenities in-room, or integrating local art and design elements into our spaces, we are committed to creating a genuine sense of place, whilst always upholding the sophistication and service excellence that define Kempinski.
Your strategic location within the Mall of Emirates enables you to connect easily with both locals and visitors. What are the most successful initiatives you've put in place to maintain a constant link with these types of guests?
Being directly connected to the Mall of the Emirates is a unique advantage and a key driver for guest stays at our hotel. Our focus has always been on creating a seamless and elevated shopping experience that reflects both luxury and convenience.
One of our most successful initiatives is the Hands-Free Shopping service, offered in collaboration with the Mall Concierge. Guests can shop freely whilst having their purchases collected and delivered directly to their room. For those who prefer to shop in privacy, our Digital Concierge allows guests to browse and order from their rooms with just a click – another thoughtful service that enhances their stay.
Hotel also offers a unique luxury experience, seamlessly connecting guests with the Mall team to curate exclusive private shopping experiences at their favourite boutiques. This collaboration enhances guest satisfaction and showcases the hotel's commitment to personalised service.
We maintain close and continuous communication with the Mall of the Emirates team to stay informed about new openings, events, and brand activations, allowing us to align our offerings accordingly. Recent successful collaborations include the global launch of Ariana Grande's capsule collection with Swarovski, which we celebrated with a themed Swarovski Afternoon Tea at Aspen Café, and our Festive Season partnership with Harvey Nichols – Dubai, which brought an exclusive sense of holiday charm to our guests.
Additionally, our lobby, currently featuring select high-end brands from the mall, serves as an engaging and elegant visual invitation for guests to explore what the mall has to offer. These curated partnerships not only enhance guest engagement but also reinforce our positioning as a luxury lifestyle destination in the heart of Dubai.
With Dubai continuing to set ambitious tourism targets, what initiatives have you implemented at the property to align with the emirate's vision for luxury hospitality growth?
As Dubai continues to evolve as a global leader in luxury tourism, our team has been actively aligning with the emirate's vision by investing in meaningful enhancements that elevate both our product and guest experience. In fact, as we speak, we are in the final stages of unveiling two major renovation projects that reflect our commitment to innovation and excellence.
First, we have fully transformed our all-day dining space into Vera Versilia, an authentic Italian seafood restaurant inspired by the renowned coastal region of Tuscany. This concept brings a refined yet approachable Mediterranean dining experience to Dubai, adding depth to the city's culinary landscape whilst strengthening our identity as a luxury destination for both international travellers and local guests.
In parallel, we are reopening our completely renovated outdoor pool area, which will be launched as Vera by the Pool. This new lifestyle venue is designed not only for our in-house guests but also as a leisure destination for Dubai residents and visitors, reinforcing our role as a vibrant social hub within the city.
As we approach our 20th anniversary next year, our strategy has always been grounded in staying relevant, continuously refreshing our physical spaces whilst enhancing our service standards to exceed evolving guest expectations. These initiatives ensure that we remain at the forefront of Dubai's luxury hospitality offering and contribute meaningfully to its future growth.
The property's Aspen Ski Chalets offer a unique winter experience in the desert. How have you leveraged this distinctive feature to differentiate your hotel in the market, and what innovations have you introduced recently?
Our Aspen Ski Chalets are truly one-of-a-kind – not just in Dubai, but across the entire region – offering guests a rare opportunity to immerse themselves in a winter wonderland, right in the heart of the desert. This unique concept has become especially popular amongst guests from the Middle East and Africa, many of whom are experiencing snow for the very first time.
But we knew from the beginning that a distinctive setting alone wasn't enough – we wanted to deliver a fully immersive and unforgettable experience. To do that, we've curated tailored family packages that include exclusive access to the Snow Park at Ski Dubai, allowing Chalet guests to embrace the spirit of winter truly.
We've also focused on creating a seamless journey. From the moment a Chalet booking is made, our team takes care of all the details – ski gear, park passes, and winter clothing are pre-arranged and placed in the chalet before the guest arrives. This ensures not only convenience but a magical and stress-free welcome, especially for families with children.
Through these innovations, the Aspen Ski Chalets have become more than a room category – they are an experience in themselves, and a powerful differentiator that positions our hotel as a destination within a destination.
Talent acquisition and retention are significant challenges in the luxury hospitality sector. What people and culture strategies have proven most effective at your property in fostering employee engagement and service excellence?
I couldn't agree more – our people are the greatest asset of the hotel, and the cornerstone of the guest experience. At Kempinski Hotel Mall of the Emirates, we've placed a strong focus on cultivating a culture of continuous learning, recognition, and genuine care, which has proven essential for both engagement and service excellence.
Our Learning & Development department, led by passionate professionals, plays a key role in this. They facilitate a robust training calendar with sessions held daily, weekly, and monthly, ensuring that our teams are consistently aligned, upskilled, and empowered to deliver service at the highest level. These trainings range from core service standards to leadership development, emotional intelligence, and guest personalisation techniques.
We also understand that engagement comes from feeling valued and seen. That's why we've implemented peer-to-peer recognition programmes, cross-departmental exposure opportunities, and regular feedback channels. These initiatives allow our team members to grow professionally, feel part of a larger purpose, and stay motivated in a highly competitive market.
Ultimately, by creating a culture rooted in respect, excellence, and empowerment, we not only retain top talent but also inspire them to go above and beyond, resulting in exceptional experiences for our guests.
As the hospitality industry embraces digital transformation, what technological innovations have you introduced at the property that have most significantly enhanced the guest experience?
Technology plays a vital role in both enhancing guest satisfaction and streamlining our operations at Kempinski Mall of the Emirates. Efficient communication platforms ensure that all relevant departments stay aligned on key aspects of daily operations, such as guest feedback, maintenance issues, and service requests, allowing us to respond promptly and proactively. That said, the true value of these tools lies in how they are used, which is why we place strong emphasis on accountability and proper use by our team members to maximise their impact.
What emerging trends do you anticipate will reshape luxury hospitality in Dubai, and how is the Kempinski Hotel Mall of the Emirates positioning itself to lead in these areas?
One of the most significant trends reshaping luxury hospitality today, particularly in a dynamic market like Dubai, is the growing emphasis on wellness and longevity. Today's traveller is far more conscious of their health and well-being, and they expect hotels to support their routines without interruption, whether that includes fitness, nutrition, mindfulness, or restorative treatments.
At Kempinski Hotel Mall of the Emirates, we recognise that wellness is no longer a niche offering – it's becoming a central pillar of the luxury guest experience. With this in mind, we are in the final stages of forming strategic partnerships with leading health and wellness centres in Dubai. This collaboration will allow us to offer our guests curated wellness experiences directly within the hotel, ranging from personalised fitness programmes and nutritional support to advanced body treatments and holistic therapies.
Our vision is to create a comfortable and rejuvenating "home away from home" where wellness is seamlessly integrated into every aspect of the stay. By anticipating these evolving expectations, we are positioning our property not just as a place to stay but as a destination for balance, longevity, and luxury living.
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