Interview with Volkan Vural, General Manager of Radisson Blu Al Mahary Hotel

Let’s start by talking about the tourism sector as a whole, which obviously includes business tourism and leisure tourism. Could you give us an overview of each in terms of what Libya has to offer?

Of course, but let me point out that I was only appointed to Libya this January. So far there is only business tourism here in Libya. Unfortunately leisure tourism is not working here because of the revolution. Even businessmen don’t want to visit Libya because of its bad reputation. However, the business is growing. When I started as a General Manager of Radisson Blu Al Mahary Hotel in Tripoli, the occupancy of the hotel was not very high but in 3 or 4 months it has improved a lot. For now we have business tourism but in the future one of the country’s main revenues will come from leisure tourism and also from the construction business. We should see this happening in Libya in 3 or 4 years.

What is your personal opinion regarding the economy and the security situation in Libya?

Well, Libya is lucky because it has money. There is oil and gas here so there is money in Libya and the population is not very large, just over 6 million. Libyan economy can be handled easily and in terms of business it will be one of the best destinations for growing businesses. The security issues need to be addressed. The government is taking serious action on this. Everything depends on security; once security is no longer an issue, we will see a real effect on business in Libya. 

In many of the interviews that we have carried out people have said that the tourism sector is going to be one of the most interesting sectors in Libya to invest in. What is your take on this?

I have been working in the tourism sector since 1996, I love my job and I love to work in the hospitality business. It does look like it is a good sector. You have to work with the people hands on; your staff and management team need to work hands on to provide the best service. In this sector quality of service is extremely important. 100% guest satisfaction should be the slogan of the hotel industry.

On the investment side, people are starting to travel; there is tourism from leisure, business and cruises. If an investor chooses the right destination, they can easily achieve their targets. Location is the key, along with quality of service.

One of the most pressing issues in the tourism sector in Libya is the lack of 5 star luxury hotel rooms, particularly in Tripoli.

You know that demand has changed since 2009 and the global economic crisis. Before the crisis the majority of travellers were staying in 5 star hotels, but since the crisis this trend has changed and people are opting for 4 star hotels or more economic hotels. It also depends on the destination and which segment you are serving. In Tripoli we run a well-known 5 star business hotel. There are not many property options in this city, but again it depends on business, so far the hotels in Tripoli are sufficient for the current market, but soon they will not be enough. At least 2 or 3 new properties will have to be opened in Tripoli in the near future.

Let’s talk about Radisson Blu Al Mahary Hotel in Tripoli, how would you define your experience here in Tripoli?

I used to work mostly in business hotels. Radisson Blu Al Mahary Hotel is also a business hotel. We are sharing our experience with the local people and we are trying to offer the best service to our guests.

What are some of the particular challenges that you are facing here that perhaps you didn’t face in other countries?

The main challenge of Libya is due to the location. Unfortunately we are not able to find expert staff and so it is one of the main difficulties I face here. The local people are smart and if you understand them, you can easily train them. Of course after the revolution it is difficult to control the staff but communication is really important; if you can find a common language with the Libyan people they will understand and respect you. I have seen the results, I respect the people and I respect their expectations. So I think that if you understand the country, you can handle your future here.

Why would you say that Radisson Blu Al Mahary Hotel is one of the best business hotels in Tripoli, what sets you apart?

There are not many international options here. One of the best well-known international chains is Radisson. Our competitors are trying to offer good services but we are the main well-known international hotel. That is what sets us apart.  

What are some of the particular attractive features or facilities that this hotel has to offer that you can’t find in other hotels in Tripoli?

Our business is show business and we have to offer the best. Instead of property we will focus on services. My business is very important, I care about my business. If I am satisfied with my services, the other hotels don’t interest me, I have to focus on my own quality. I know that my property is the leader in the market and that the other hotels are following behind us.

What about in terms of facilities, restaurants etc.?

We offer almost the same facilities but the difference is in the quality of service.

How can you measure this?

We can see this from the customer surveys, guest feedback and the level of business that we are serving, our clients etc.

The point of this interview is to find out more details about the hotel and its story, so you have to share all the details that might be interesting, for example the restaurants that you offer, different customer experiences…

I keep in touch with the guests and I follow their expectations. First of all, I came here from Istanbul, a well-known destination. When I came to Libya I thought I knew what to expect. I realised that Libya was better off than I expected and that the people who travel to Libya are from well-known international companies who have offices here in Tripoli. Most of our guests are international. I was not expecting that kind of guest profile.

Do you have a positive outlook for the market?

Yes, I am positive, my opinion is that the markets are improving and will continue to do so. I am optimistic about Libya.

What can you tell us about the plans for Radisson Blu Al Mahary Hotel?

Radisson Blu Al Mahary Hotel is planning on opening one more hotel in Libya. I cannot tell you more, but we would like to grow and open new properties in Libya. We strongly believe in Libya.

For many people that we have spoken to, their main concern is that foreign contractors are not coming back to the country, for example the unfinished construction of the InterContinental hotel.

I have spoken with many of the international businessmen and they also keep in touch with the government. It is a slow progress but as I said at the beginning of the interview, one of the future big businesses in Libya is tourism and the other is construction so I have no doubt that the foreign contractors will return and continue their contracts.

Is Radisson Blu Al Mahary Hotel making considerable profits in Tripoli?

We are managing the hotel; we are not owners or investors. The owners can discuss this. We are doing a good job and we are happy about it.

On a rather general scale, would you say that there is a lot of money to be made in the tourism sector?

So far there are sufficient hotel properties in Tripoli. However, in 2 or 3 years Tripoli will need more hotels. It depends on the markets, some markets are growing and so some westerners can easily come to Libya. As I said, Radisson is planning on opening another hotel in Libya.

Do you see that hotels are achieving profitable returns?

Sure. We achieved our targets. That is why we are planning on opening another hotel.

Are these figures single or double digits?

They are double digits.

In terms of occupancy, what is the average for the hotel industry in Tripoli?

Each hotel’s occupancy is different and so this is not a good measure. The current international hotels are doing a good job and we are happy with our business although there is always a room for improvement.