Lusail, Doha

With over 30 years of experience in the hospitality industry, General Manager Chris Franzen is a seasoned hotelier who has a deep-rooted understanding of fine dining and creating remarkable guest experiences. His passion lies in curating unforgettable moments that embody the essence and culture of the destination. With a wealth of knowledge and expertise, Chris is dedicated to ensuring that every guest at the hotel receives an exceptional and personalised experience that truly reflects the unique fabric of the location.

What, in your opinion, is the most important role of a General Manager?

As the General Manager of a luxury hotel, my primary responsibility is to refine and oversee all aspects of the property's operations and management. This includes managing departments such as housekeeping, food and beverage, front desk, financial management, market- ing, and security. As a GM, it is crucial to maintain the high standards of luxury and service that our guests expect. This involves ensuring that each department operates efficiently and effectively, while continually seeking ways to enhance our services.

Furthermore, I consistently monitor the competition to ensure that we stay ahead and provide our guests with the best possible experience. This requires keen attention to detail and a deep understanding of industry trends and demands. Our business is constantly evolving, and we must proactively stay ahead of the game.

In addition, understanding what is important to the younger generation is essential. The values and philosophy of the younger generation have significantly evolved, and as a manager, I must adapt my management style to accommodate these changes. Simultaneously, I am responsible for the wellbeing and happiness of my employees, ensuring they remain motivated to deliver exceptional service to our guests.

Hospitality is a 24-hour business that requires constant attention and care.

Each day brings unique challenges and opportunities, as I collaborate with people from diverse backgrounds and cultures, each with their own values and perspectives. However, at the core, respect and a shared goal unite us. As a dynamic individual, I find joy in exploring new opportunities and challenges that come my way, even if it means adjusting personal plans or working on holidays.

When did your career in hospitality start?

My career in hospitality began at a young age while growing up in Zermatt, Switzerland, where my family owned a hotel. As a thirdgeneration hotelier, I knew from the start that I wanted to follow in my family's footsteps. I was fortunate to have extensive travel experiences at a young age, which further fuelled my passion for the hospitality industry.

I completed my education in Switzerland, earning degrees in Culinary Arts as a Chef and Sommelier, with top grades in my state.

I continued my studies at the Australian International Hotel School in Canberra and later at Cornell University in the USA, where I acquired valuable skills that have been instrumental in my career.

Throughout my professional journey, I have gained extensive experience working for various small luxury boutique hotel operators before joining Hyatt and later Hilton. I embarked on my Hyatt journey in 1999 in Dubai and had subsequent opportunities in Muscat, Moscow, Doha, and Mumbai. Finally, I joined Hilton as the General Manager of the luxurious Waldorf Astoria in Lusail, Doha.

How did you get selected for this position?

I was selected for this position based on my extensive experience in the hospitality industry. Throughout my career, I have worked in luxury, upscale, and select service operations in both urban and resort environments. Additionally, I have been involved in pre-opening processes and have overseen the development and opening of several hotels in my capacity as an Area Vice President.

Following my tenure at the Grand Hyatt Mumbai Hotel & Residences in India, I was fortunate to be offered the role of pre-opening General Manager with Hilton at the Waldorf Astoria Doha Lusail. The experiences I gained along the way have prepared me for this role, and I am grateful for the opportunity to continue growing as a leader in the hospitality industry.

What makes Waldorf Astoria Lusail, Doha stand out in Doha's hospitality offerings?

Waldorf Astoria Lusail takes great pride in offering an exceptional experience that combines luxurious facilities with unparalleled service. Our resort, located in the heart of the city, provides guests with the ultimate in luxury and relaxation. Our opulent rooms, residences, and sky villas offer expansive balconies with breath taking views of the Arabian Gulf, creating a truly indulgent escape. With direct beach access, we are the only hotel in Lusail that offers this unique opportunity for guests to enjoy the sun and the water.

In addition to our luxurious amenities, we provide a range of resort-style facilities, including family-friendly pools, a waterpark, private cabanas, kids' and teenagers' clubs, and a full-service high-end spa called ESPA Life. Moreover, our seven exceptional food and beverage venues offer stunning views of the Gulf while delivering unique destination dining experiences.

We take great pride in providing distinctive amenities that set us apart from the competition, ensuring our guests have an unforgettable experience. At Waldorf Astoria Lusail, we are dedicated to providing our guests with timeless luxury in an inspiring environment that reflects Qatar's heritage, while anticipating the needs of discerning travellers.

Tell me about the only 'ESPA Life' Spa in the Middle East and the seven famous restaurants.

Waldorf Astoria Lusail boasts the only ESPA Life spa in the Middle East, representing the epitome of luxury, elegance, and exclusivity. This multi-floor spa facility includes 19 signature treatment rooms, extensive thermal experiences, traditionally inspired hammams, a state-of-the-art fitness centre, and a mindful studio for lifestyle classes. Additionally, the spa offers suites for beauty and grooming services, providing a sanctuary for physical and mental regeneration and relaxation. Our skilled thera- pists are trained to provide guests with an unforgettable experience that helps them rejuvenate and unwind both physically and mentally. Our dining offerings are equally exceptional and exclusive. We offer seven world-class restaurants that showcase culinary mastery from around the world.

Sushisamba Doha, interna- tionally acclaimed, features the brand's very first beach club, drawing culinary inspirations from Japan, Brazil, and Peru. Scarpetta offers an authentic New York Italian flair, while Bywater provides a more casual all-day dining experience. Peacock Alley is inspired by the heritage of the Waldorf Astoria and offers guests afternoon tea with a selection of high-end teas, pastries, and appetizers. The Highmore is one of Qatar's most exclusive establishments, offering private dining experiences, and Wyd Erth's menus are dedicated to healing and wellness. The vibrant lounge-on-thebeach Praia offers a wide range of hors d'oeuvres and beverages.

All of our dining venues are set to become the most sought-after destinations in Qatar, where guests can enjoy stunning views of the Arabian Gulf while experiencing unparalleled refinement and sophistication.

What are your aspirations for the new hotel?

Our aspiration at Waldorf Astoria Lusail, Doha is to offer a unique and exceptional experience that surpasses our guests' expectations. We continually work on curating new packages that cater to various interests and occasions, from familyfriendly activities to romantic retreats and world-class dining experiences. With our superb facilities, such as the waterpark, private cabanas, high-end spa, and fine dining restaurants, we aim to provide a luxurious and unforgettable stay for all our guests.