HOSCO / Blog

Chatting with Dounia Bnafkir

Guest Relations Director, La Mamounia Marrakech

Posted on: May 23, 2012

Dounia Bnafkir graduated from Ecole Hôtelière de Lausanne (EHL) in June 2007 with a Bachelor of Science degree with two specializations in Food & Beverage and Marketing. As part of her EHL curricula, she undertook an internship at Geneva’s Hôtel d’Angleterre as part of the F&B service team, as well as at the Montreux Palace as a receptionist. After graduating, Dounia joined the Atlas Hospitality Group, a Moroccan company owned at the time by Royal Air Maroc, the national airline company, as a F&B Manager. Currently she works for the legendary La Mamounia hotel in Marrakech as a Guest Relations Director since February 2009.

La Mamounia Palace in Marrakech is a renowned 209-room establishment with 800 employees that was created in 1923 and is owned by the National Train Company (ONCF) www.mamounia.com/fr/index.php

It is affiliated to The Leading Hotels of the World and has won several awards such as “Best Hotel in the World in 2010 and 2011” by Tatler and Conde Nast Traveler. 

Your day-to-day at La Mamounia Marrakech?

The Guest Services Team reports to the Marketing Director and counts 16 team members. Our mission can be divided into three major parts which are the Welcoming, the Guest Services (reservations, suggestions, guests requests and recovery) and managing the guests database. My duties mainly consist in managing the department's team, taking care of VIP procedures and reporting directly to the General Management. Our main goal is to satisfy our guests and ensure that they become return customers thanks to the personalized services and impeccable attention to details (guest preferences, habits, special needs and requests...).

What do you like the most about your job?

The main reason which led me to the hospitality industry and more particularly to Guest Relations is the opportunity to meet a large variety of people from around the world, especially at an emblematic property such as La Mamounia which welcomes a wide range of celebrities (show-business, politics, arts, CEOs from global firms...).

Your best achievement or memory since graduation?

Undeniably the reopening of La Mamounia after a 3-year renovation program. I had been working at the hotel for 8 months and had the chance to participate to the set-up, the recruitment and the training of the team, as well as to experience the excitement of this memorable adventure.

And your worst?

Probably the first hotel tour I had to give in English to American journalists along with our General Manager. Morocco being an Arabic and French speaking country, I had not been practicing my English during the pre-opening period and had learned the whole scenario by heart. However, on that particular day I was under great pressure and I found myself totally speechless and unable to remember most words... 

Your advice to the young talents of our industry registered on HOSCO?

Passion, passion, passion and patience.

Recents Posts

HOSCO wins EuroCHRIE International Industry Award 2014 in Dubai

Posted on: October 10, 2014

HOSCO is looking for advisors

Posted on: July 29, 2014

Welcome to School for International Hospitality & Tourism Business

Posted on: July 03, 2014

Key findings of the the research project - HOSCO

Posted on: June 30, 2014

The first HOSCO School Relations Summit

Posted on: June 17, 2014

Welcome to Alexandra to the HOSCO team!

Posted on: June 08, 2014

Welcome to Marion, Head of HOSCO Talent Search

Posted on: June 02, 2014

Welcome to Vatel Hotel and Tourism Management Business School Istanbul

Posted on: May 23, 2014

We are very pleased to introduce you to HOSCO's new Job Alert feature!

Posted on: May 14, 2014

Welcome to Andrea, Industry Relations Manager at HOSCO !

Posted on: May 06, 2014

Five talented hospitality students to assist in defining how we can best take HOSCO to the next level!

Posted on: April 25, 2014

Welcome to Hotelfachschule Thun on HOSCO!

Posted on: April 07, 2014

5th Edition of the annual Young Hoteliers Summit - March 2014 at EHL

Posted on: March 25, 2014

Welcome to the Ecole Hoteliere de Casablanca to HOSCO!

Posted on: March 10, 2014

Welcome to Bournemouth University - School of Tourism to HOSCO!

Posted on: March 03, 2014

Accor enters into collaboration with HOSCO to support its recruitment of young talents

Posted on: February 24, 2014

Welcome CETT Barcelona to HOSCO!

Posted on: February 10, 2014

Take the Hotel Employer Ranking 2014 survey!

Posted on: February 03, 2014

Welcome to the School of Hospitality and Tourism Management, University of Surrey to HOSCO!

Posted on: January 27, 2014

Welcome to the Institut de Tourisme et d’Hôtellerie du Québec to HOSCO!

Posted on: January 16, 2014