Rob Arrow
And it is Monday again. 11th of January and the first episode of season two is starting with an amazing person. While in season 1, the focus was completely on hoteliers, I thought it would be nice to represent the entire tourism industry. Hence, I am glad to introduce you today to Mr. Rob Arrow, Product Development & Head of Concierge Service at Seera Group, based in the Kingdom of Saudi Arabia.
Seera, formerly known as the Al Tayyar Travel Group, opened their first office back in 1979 in Riyadh. Since then, the company constantly grew and is publicly listed on the Saudi stock exchange since 2012. With their launch of their new identity (Al Tayyar Travel Group to Seera), the company set the course for further growth and success in the following years. Especially the transformation of the Kingdom of Saudi Arabia into an in-bound destination brings tremendous potential with it.
Rob and I met during my first business trip to Dubai, where I was attending a DNATA showcase, representing the Fairmont Hotel Vier Jahreszeiten. From this day onwards, I was impressed how passionate and helpful Rob was, even we never met before. His knowledge about the travel and hospitality market, especially the Luxury segment is massive. Based on his 14years+ experience and broad understanding of the industry, Rob is also sitting on many consulting boards for new openings, hotel developments and re-brandings.
While the world is still a crazy one, I hope you will enjoy the read and the insights Rob shared with us.
Question 1: Where did you start your career?
Rob Arrow (RA): “I started my career in Travel at Ten Group - Concierge & Lifestyle Management company London UK.”
Question 2: What does hospitality mean to you?
RA: “Providing moments and memories that will stay with those involved for a lifetime, gestures big or small that touch the soul and mind.”
Question 3: Can you please share an anecdote you experienced, that shows the variety and beauty of our tourism and hospitality industry?
RA: “When I was hospitalised in Cairo Egypt, the team from both Four Seasons hotels came to see me with flowers, toiletries, gifts and did all they could to look after me in the hospital too, including looking after my father who came to look after me. This was something they didn't have to do but showed that the relationship goes much deeper in the Hospitality industry, we genuinely care for one another regardless of time, place or experience.”
Question 4: Have you had a mentor in your career? Who was it and did she/he give you advice you still follow?
RA: “I have been fortunate to have had a few for different elements of my job, however two that really stand out are Tina Rose, she believed in me and showed me the wonders of this industry when I first started out and still follow her lead of keeping real, keeping the client first and never forgetting where it all started and second to that Sarah Bisa her commerciality and passion showed me how to still think big, follow your passion and what you believe even in large cooperations and how the travel and especially the luxury hotel industry can evolve both for big business but personal individual agencies too.”
Question 5: What would you like to say to a hospitality/ tourism student or professional who recently started his/her career, at this right moment?
RA: “It is a unique industry, one that over time they will realise they are so fortunate to be in, although they might not see it but deliver a great experience, create a memory and the receiver will remember it for life.”
Question 6: Do you have a book recommendation - this could be everything from a novel to an autobiography, etc.
RA: “Isadore Sharp - Four Seasons The story of a Business Philosophy”
Extra: Lets say you have to name your top 3 hotels and you are not allowed to rank the hotel I am working for, the Althoff Seehotel Überfahrt, what is your pick?
RA: “1. La Reserve Paris, 2. Bvlgari Dubai 3. Four Seasons Landa Giraavaru.“
Thank you for your time, Rob. I also read the biography of Isadore Sharp recently and would like to finish the article with one of my favorite quotes of him (there are way too many in this book that are worth quoting:
“So keep your egos in check, and let the people who work for you shine. Because they´re the people who know our customers best, the people we depend on to lead the way. It´s no longer “Do as I say.” It´s “Do as I do”.
