Yahia Idris has an engaging smile and a bone-crushing handshake. Both have come in useful over the years for the man in charge of the world's most-famous hotels and their celebrity guests.
Yahia, 49, has rubbed shoulders with the likes of Nelson Mandela, Nobel Prize winner Ahmad Zewail, former Malaysian prime minister Mahathir Mohammad, Henry Kissinger, Robert De Niro, Al Pacino, Tom Cruise, the Beckhams, Bill Clinton, as well as the royal families worldwide.
But he refuses to discuss them or say who has even stayed at Atlantis, The Palm, the hotel he works in as the vice-president/hotel manager for the last four years. "I really can't comment," says the man who would be known as Mr VIP if he wasn't so steadfastly discreet.
"I feel proud to have served them and to even have been around them. I learnt from my Asian friends that success comes from being able to deliver on our promises and being discreet. We give each guests what they desire."
That could mean a personal helicopter, private yacht, a bespoke chef and a stay at the Dh129,000-a-night Bridge Suite with its designer décor, and private elevator, or the impressive Poseidon Suites, which have views through the glass bedroom walls into the hotel's giant aquarium complete with sharks.
"We never name names," Yahia says when pressed on which celebrities have stayed in these ‘underwater' suites.
Watching him in action, dispensing greetings, smiles, small talk and genuine concern over his staff and guests, it's easy to see why Yahia has had such a meteoric rise in the hospitality industry.
"I'm a people person. I've always found it easy talking to people," he says, describing how after four years working as cabin crew, Yahia realised flying was no longer exciting enough and decided to study. He obtained two degrees in hospitality management, one in Cairo, the other from New York University. He continued his studies at New York's Cornell University - and it was there that he met his wife Carole, the woman he credits for everything.
"I saw her on a train and realised she lived in the same building." They became friends, and the rest is, well, history. The couple married just three months after meeting, when he was 27. "She is the force behind my success," he says emphatically. "She pushed me all the way, and has always been supportive. This is not a normal job - I'm married to my career too."
Prior to relocating to the Middle East, Yahia worked at the world famous The Astoria, The Plaza and The Regent Wall Street.
Rising to the occasion
Yahia's CV now reads like a who's who of hospitality - stints as the director of business development at the Shangri-La, deputy general manager at The Monarch, resident manager at the Burj Al Arab and banqueting and convention manager at the Dubai World Trade Centre. The Burj was a challenge he loved.
"I thrive on pressure," he says. "I'm at my best when challenged, especially when I'm told something is not possible. I make the impossible possible.
"I worked 18-hour days at the Burj, which was the norm, but I didn't mind. You had to love being there and I did. I loved the absolute sense of luxury that surrounded the hotel.
"The Burj gave me the confidence to be who I am today - someone who can mix with royalty as well as the top of the political, financial, sports and celebrity circles," Yahia says.
"At the end of the day we are all people but I love seeing to their every whim and surprising them. If I can make their stay at my hotel memorable, then I've done a good job."
It was, however, a no-brainer to jump ship for Atlantis, The Palm. "This is the biggest hotel and the most iconic in the Middle East," Yahia says. "The Atlantis has given me new challenges and another success story. I have been here four years and I have been happy and honoured to serve all our customers and VIPs.
"The most important aspects of service one can provide to a guest are discretion, trust and respect - these are the golden key to open the door to the ultimate hospitality experience. Discretion and trust are two attributes I value highly and contribute to my success.
"Any famous person who comes here knows they will be very well looked after. I and my team work hard to make Atlantis a home away from home for them - we make sure everything from the arrival, the food, the accommodation, their itinerary, all of it through to their departure, is catered to their exact requirements so they are happy.
"Of course, I don't do it alone, I am part of a team that makes it happen. We all work together and I'm lucky to have such a great team. I respect them and appreciate their hard work and loyalty.
"We are known the world over for our opulence, but we have to excel for the guests to be impressed. We make it look easy, but in reality, it takes a lot of work. From the moment we know a VIP is coming I, and the team, put in a lot of work researching them and their likes and dislikes so we are prepared for every eventuality. That hard work and preparation is what makes us stand out from the rest."
Mastering the art of saying ‘no'
Yahia's charm is legendary but he's certainly not a yes-man. "I've mastered the art of saying no," he laughs, "and I have had some ridiculous requests over the years, but I've learnt to say no politely so it doesn't cause offence."
He refuses to disclose any of the silly demands, but admits he's still ambitious. "I still have goals and dreams," he says. "I have been part of the Dubai boom, which was an honour, but I want to take hospitality to the next level."
When he's not at work, he likes nothing better than reading and listening to music and a home-cooked meal. "At work my perfect day is meeting the needs of the guests. At home, if I'm alone, I use that time to get ready to make a VIP's visit memorable," he says.
"Making them happy is an art form. You have 30 seconds to break the ice and make them comfortable. You have to be sincere in everything from that first handshake through to organising their every wish. They can tell if you are faking it. You have to be genuine."
Making dreams a reality
It's demanding and can be hard. "I wish I could be a performer," he says. "But that's impossible - I would be exposed immediately as a fake.
"I've worked hard to make sure I can do everything to give them the best stay here, and to know the right people to be able to organise a dinner for two on a remote island followed by a show on Broadway if they're going to New York next.
"For most people that would be impossible but for me it's part of every day life. I've learnt how to make dreams reality - and I've learnt to do it while being sincere. If I wasn't the guests would know."
And at that, he asks for the bill and gets ready to end his 18-hour day. In six hours Yahia will be back at his desk, preparing for the next VIP, who regularly graces the global headlines, to arrive at his hotel.
First though his mobile rings - it's his wife and Yahia is only too happy to answer. "She spends too much time waiting for me," he says. "I'm going home now. She's the best wife. We've been together 23 years and I am looking forward to another 23 years."
