The Banking Executive Magazine - June 2025 Issue

InterContinental Phoenicia Beirut Q: IN THE CONTEXT OF TECHNOLOGICAL INNOVATION, HOW IS PHOENICIA NAVIGAT- ING DIGITAL TRANSFORMATION WHILE MAINTAINING ITS SIGNA- TURE PERSONALIZED SERVICE? A: We adhere to a philosophy I like to call "high-touch over high-tech." While we do invest in technology, especially in areas like smart TVs, mobile integration, and Wi-Fi infra- structure, we avoid over-automation that may dilute the emotional expe- rience. Our guests come to Phoenicia ex- pecting intuitive luxury. Many stay for two or three nights—hardly enough time to master overly sophis- ticated in-room systems. What they appreciate is seamless interaction, not digital complexity. Our renova- tion will include further tech up- grades, but always in support of, not in replacement for, human connec- tion. Technology must enhance com- fort, not overshadow it. Q: LET'S SHIFT THE FOCUS TO YOUR TEAM. HOW DO YOU CULTIVATE A CULTURE OF LOYALTY AND EXCELLENCE AMONG YOUR STAFF, ESPECIALLY DURING CHALLENGING TIMES? A: Leadership in hospitality is funda- mentally about people. At Phoenicia, nearly 30% of our employees have been with us since the reopening in 2000. That’s a remarkable figure, and it speaks to the sense of belonging and pride our team members feel. We place significant emphasis on in- ternal culture. When you join Phoenicia, your market value in- creases—not only because of our reputation, but because of the train- ing, values, and experience we offer. Our staff is often described as an ex- tension of the Phoenicia identity. They bring consistency, depth, and emotional intelligence to every guest interaction. In a world where service can feel in- creasingly transactional, our people provide continuity and heart. That’s why even during difficult periods, the quality of our guest experience re- mains uncompromised. Q: PHOENICIA’S REOPENING IN 2022 WAS CONSIDERED A MAJOR SIGNAL OF RECOVERY IN LEBANON. CAN YOU ELABORATE ON THIS? A: Indeed, reopening Phoenicia sent a message of confidence—not just in hospitality, but in Lebanon’s long- term potential. At a time when other hotels post- poned their return to the market, we chose to reinvest. The decision was strategic. The moment Phoenicia is operational, international event or- ganizers, investors, and diplomatic missions take note. It gives them a sense of stability, a reason to con- sider Beirut as a viable destination for business or high-level meetings. Additionally, our large-scale banquet facilities have allowed us to host in- ISSUE 198 JUNE 2025 the BANKING EXECUTIVE 19