ONE ONETEAM. TEAM.
1
Faith Endures Season SEASON
That Every As the summer sun shines over Makkah, temperatures continue to rise, reminding us of the physical challenges faced by millions of pilgrims who have travelled from around the world to perform Umrah . Yet, despite the scorching heat, their determination never wavers . Their hearts remain focused on worship, driven by faith, patience, and devotion to Almighty Allah .
At Makkah Hotel & Towers, we are privileged to serve these honored guests . Their safety and well -being are part of our responsibility . By providing guidance, encouraging hydration, reminding guests to avoid prolonged exposure during peak hours, and offering thoughtful assistance whenever needed, we help ensure that their spiritual journey remains safe and meaningful . As temperatures remain high through September, let us continue to serve with vigilance, compassion, and sincerity —because every act of care is an act of worship .
ABOUT
THE COVER 2
One Destination. Millions of of Prayers.
Every day, Makkah welcomes people from around the world, each carrying unique stories but sharing one sacred destination . We understand that every Umrah journey is deeply personal . It is our privilege to provide a place where pilgrims can rest, reflect, and prepare for moments that will remain in their hearts forever . Hospitality is more than service —it is being part of a guest's spiritual journey . We are grateful to welcome every pilgrim with warmth, care, and sincerity .
3
QUOTE FROM THE VP “Despite the summer heat and ongoing enhancements, our commitment remains unwavering-to provide every Guest of Allah with comfort, safety, and heartfelt hospitality.“
SAAD KHAYAT Vice President Hospitality & Hajj
4
QUOTE FROM THE HM "Every guest who arrives in Makkah has answered a sacred call. Let us honor that journey by serving with compassion, excellence, and genuine care. Together, we create meaningful experiences where hospitality meets faith."
ABDULRAHMAN AL ZAHRANI Hotel Manager
5
TABLE OF TABLE OF CONTENTSCONTENTS 07 Leadership Spotlight 20 4 Wheels of Success Achievers
30 Stars of the Month 56 Mystery Shopper 57 Mock -Up Room: The New Standard 6 3 HACCP: E -Crystal
6 4 The Names Behind the Memories 78 FIFA World Cup Sales 8 3 Organic Recycling Plant 8 8 Did you Know 9 0 Meet The Champions
94
Game: The Monthly Challenge
6
Every success scenes .
story has leaders
working
behind
the
Their decisions shape our direction, their guidance empowers our teams, and their commitment helps transform goals into achievements . They lead with purpose, encourage innovation, and inspire excellence every day . Through Leadership Spotlight, we invite you to get to know these remarkable individuals . Every month, we will feature three leaders, celebrating their journey, leadership, and contributions to our shared success .
7
Leadership SPOTLIGHT
Saleh Abozekry L eadership philosophy
My leadership philosophy is built on trust, commitment, and respect . I believe strong numbers are the result of a strong team, not the other way around . My role is to give my people clear direction, the support they need to do their job, and the space to take ownership of it . I keep my door open, I keep the information transparent, and I expect the same honesty in return . In finance, credibility is everything — once people trust your numbers and trust you, everything else becomes easier .
8
LEADERSHIP SPOTLIGHT Current Position : Cluster Director of Finance Department : Finance Years with Makkah Hotel & Towers : 15 Years in Hospitality : 35 Nationality : Egyptian Where did you start? I started in Cairo at the Ramses Hilton as a restaurant cashier, 35 years ago . It was a simple job, but it taught me the basics that I still use today accuracy , discipline, and respect for every riyal that passes through your hands . From there I moved step by step through the finance department, and in 2011 I came to Makkah, where I have been overseeing Makkah Hotel & Towers and the opening of the other Jabal Omar hotels with Hilton .
Biggest Career Milestone? I have three that I am proud of . The first was consolidating 15 Hilton hotels in Egypt under one roof, one office — bringing separate finance teams into a single, unified operation . The second was managing the financial side through the crisis years in Egypt, including the Taba and Sinai bombing in 2004 , when protecting our people and the business was the real priority . The third is the opening of the Jabal Omar hotels here in Makkah — being part of building something of this size, in this city, is something I will always be proud of .
9
FAST FACTS ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪
Coffee or Tea? Tea Morning or Night Person? Morning Favorite Food? Seafood Favorite Book? "Muhammad, the Messenger of God, and Those With Him" — the 20 -volume series by Abdel Hamid Gouda El -Sahhar Favorite Holiday Destination? Aswan, Egypt Favorite Quote? “Be Yourself ” Dream Destination? Japan Hobby? Gym, walking, reading, travelling, and a good hour in front of the TV
DID YOU KNOW? ▪ ▪ ▪ ▪ ▪
Saleh
Has spent 35 years in hospitality — 15 of them here in Makkah . Started his career as a restaurant cashier at the Ramses Hilton in Cairo . Is a committed reader, with a passion for books . Keeps to the gym and a daily walk to stay ready for long working days . Has Japan at the top of his travel list, and Aswan as his place to switch off .
10
LEADERSHIP
Q&A Describe • • •
yourself
in three words .
Committed Analytical Straightforward
What quality your team?
do you admire
most
in
Commitment and trust . I can teach anyone a system or a report, but I cannot teach someone to care about the job . When a team member is committed and I can trust his word, half of my work is already done .
If every employee remembered one thing from you, what would want it to be ?
just you
Support and respect . Support your colleagues when they need it, and respect everyone regardless of their position or department . That is what makes a team, and that is what people remember about you long after the numbers are forgotten .
11
Leadership SPOTLIGHT
Engr. Kazi Nasim Leadership philosophy
Great leadership begins with leading by example . We must work alongside our team, share our knowledge, encourage innovation, and empower every individual with the confidence and authority to make a difference .
12
LEADERSHIP SPOTLIGHT Current Position : Cluster Director of Engineering Department : Engineering Years with Makkah Hotel & Towers : 25 Years in Hospitality : 32 Nationality : Indian
Where did you start? Abu Dhabi, UAE .
Biggest Career Milestone? Refurbishment of all Towers to bring them up to Hilton standard during 2006 -2007 . The Tower's property became very famous among surrounding hotels and improved incremental revenue . 13
FAST FACTS ▪ ▪ ▪ ▪ ▪ ▪
▪ ▪
Coffee or Tea? Tea Morning or Night Person? Morning Favorite Food? Hot bread Favorite Book? Quran Favorite Holiday Destination? Istanbul, Turkey Favorite Quote? "Strive for perfection in everything you do . Take the best that exists and make it better . When it does not exist, design it ." — Sir Henry Royce Dream Destination? Paris , France Hobby? Reading
DID YOU KNOW? Kazi ▪
Speaks
four languages
▪
Bengali
English
▪ ▪ ▪ ▪
Loves climbing Mountains Loves Travelling Enjoys Yoga Exercises every morning by walking in surrounding areas
.
- Indian - Urdu
14
LEADERSHIP
Q&A Describe
yourself
in three words .
• Committed . • Positive . • Result -Oriented . What quality your team?
Team Building
do you admire
most
in
– work as a team .
If every employee remembered one thing from you, what would want it to be?
just you
Fairness .
15
Leadership SPOTLIGHT
Fowzi Al Ghamdi L eadership philosophy
My leadership philosophy is built on trust, integrity, accountability, and teamwork . I believe that successful leadership starts with investing in people, empowering employees, and creating a positive work environment where everyone has the opportunity to grow and contribute . I believe in achieving strong results while always maintaining high professional and ethical standards .
16
LEADERSHIP SPOTLIGHT Current Position : Cluster Director of Human Department : Human Resources Years with Makkah Hotel & Towers : 29 Years in Hospitality : 29 Nationality : Saudi
Resources
Where did you start? I started my professional career in Human Resources at MCDC as HR Agent in 1998 then joined Makkah Hilton and Towers . Over the years, I had the opportunity to gain extensive experience across different areas of Human Resources and progress into leadership roles .
Biggest Career Milestone? One of the greatest achievements in my career has been dedicating 29 years to the hospitality industry and growing professionally within the organization . Being part of the development of employees, building strong teams, and contributing to the organization ’s success has been one of the most rewarding parts of my journey . 17
FAST FACTS ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪
Coffee or Tea? Coffee Morning or Night Person? Morning Favorite Food? Traditional Saud Cuisine Favorite Book? : The 7 Habits of Highly Effective People Favorite Holiday Destination? Switzerland Favorite Quote? “True success is leaving a positive impact on the lives of others .” Dream Destination? Japan Hobby? Traveling, reading, walking, and discovering new cultures
DID YOU KNOW?
Fowzi ▪ ▪ ▪ ▪ ▪
Has 29 years of experience in Human Resources and hospitality . enjoy s developing and empowering talent . love s traveling and discovering new places and cultures . believe s in continuous learning and personal development . E njoy s horse back riding, walking and staying active .
18
LEADERSHIP
Q&A
Describe yourself • Strategic • People -focused • Results -driven
What quality team?
in three words .
do you admire
most
in your
I value accountability and commitment the most, along with teamwork, respect, and initiative . I believe a strong team is built on trust, responsibility, and a shared commitment to achieving common goals .
If every employee remembered just one thing from you, what would you want it to be? I would want every employee to remember that I believed in their potential, supported their growth, and treated them with respect . I hope to leave a positive impact on every person I have had the opportunity to work with throughout my 29 -year career .
19
4
WHEELS OF SUCCESS
99.01 %
Top Achiever
20
REVENUE & RESERVATION
Revenue & Reservations Takes the Lead Again! The Revenue & Reservations Team has claimed the top spot for July in the 4 Wheels of Success, achieving an impressive 99 .01% score across Profit, Guests, Quality, and People . This is their second time being crowned the highest -achieving department, reinforcing their reputation for consistency, teamwork, and outstanding performance . And the numbers behind July tell an equally productivity story :
▪ ▪ ▪ ▪
6,279 Communications 5,595 Emails 969 WhatsApp Interactions 1,513 Rooms Booked
Behind every number is an opportunity to serve a guest, secure a booking, support the operation, or contribute to the hotel ’s revenue performance . Their success demonstrates how productivity and quality can work hand in hand . From the first inquiry to the final reservation, the team remained focused on delivering results while keeping guest needs at the center . 21
MONTHLY RATINGS
JUNE 2026
Doc. No.: M.H&T-QP-IMS- MHT-02-F03A
4 WOS FOLDER
DEPARTMENT
SUBMISSION
100% DOCUMENTS PROVIDED
SCORE
DATE
PROFIT
GUEST
QUALITY
PEOPLE
REVENUE & RESERVATIONS
08-Jul
98.08
100.00
99.52
98.43
99.01
KITCHEN & STEWARDING
08-Jul
98.56
100.00
99.92
97.33
98.95
FOOD & BEVERAGES
08-Jul
100.00
98.18
99.93
97.72
98.95
LEARNING & DEVELOPMENT
08-Jul
100.00
95.00
99.81
98.15
98.24
FRONT OFFICE
08-Jul
98.50
99.54
97.65
96.74
97.88
INFORMATION SYSTEM
08-Jul
100.00
95.56
97.62
98.00
97.80
QUALITY SERVICE
08-Jul
97.51
98.94
98.46
95.96
97.71
SAFETY & SECURITY
08-Jul
100.00
100.00
92.41
97.36
97.44
ENGINEERING
08-Jul
100.00
98.18
92.94
99.84
97.41
HOUSEKEEPING & LAUNDRY
08-Jul
97.50
96.82
98.33
96.93
97.23
PURCHASING
08-Jul
98.33
100.00
94.12
95.45
96.98
SALES & MARKETING
08-Jul
96.99
100.00
95.45
97.36
96.55
HUMAN RESOURCES
08-Jul
100.00
100.00
93.95
91.79
96.44
Revenue & Reservation
98.88 98.25 96.93 97.51 97.73
Food & Beverages
Kitchen & Stewarding
Learning & Development
Front Office
Information Technology
Quality Service
22
Stories that Inspire A service beyond the Kitchen
A Soup Made with Heart . While checking the buffet, Chef Gamal overheard that a guest could not enjoy the meal due to illness . With genuine care, he quickly prepared a warm chicken broth and boiled vegetables tailored for the guest ’s condition . His thoughtful gesture deeply touched the family, who later took a souvenir photo with him and promised to return in honor of his remarkable hospitality .
Chef Gamal proved that true chefs don ’t just cook food —they serve from the heart .
GAMAL SHAHATA Chef Gard Manger 2025 Awardees 23
Stories of the Month
She Heard Celebration!
a
Shomoa did not just hear a little girl say, “It ’s my birthday .” She heard an opportunity to make her happy .
GOING ABOVE & BEYOND
Shomoa went above and beyond by arranging a cake, preparing a special birthday message, and personally purchasing a doll for the young guest . The result? A priceless smile beautiful family memory ..
and
a
Shomoa is proudly recognized as one of our July Best Hero Stories - proof that exceptional hospitality begins with noticing the little things .
SHOMOA AL GHAMDI F&B Hostess Hero of the Month 1
For us, it maybe just a failed connection . For guest, it is everything . With only minutes before an important online meeting, a guest urgently needed help with a corporate VPN issue . Ahmed quickly took ownership and worked tirelessly to restore the connection before the meeting began . His swift response transformed a stressful situation into relief —and earned him a heartfelt five -star guest review in the Revinate . AHMED HAWSAWI IT Coordinator Hero of the Month 2
24
Citations of the Month The July Hero Citations celebrate team members who made an extraordinary difference during the month .
A Gift from the Heart When Nisreen learned that a guest was ill, alone, and unable to leave her room, she did not simply help . She personally purchased a meal with her own money and delivered it to the guest . When the guest offered to repay her, Nisreen simply replied , “It is a hadiyah from me .” NISREEN KAFYAH FO Telephone Operator Special Citation 1
A Hero Relief
Who
Brought
GOING ABOVE & BEYOND
The summer heat was intense, but Muhannad found a simple way to make a guest ’s journey a little easier . After noticing the guest struggling with the heat, he personally purchased a portable fan and offered it as a gift . When the guest attempted to return it, Muhannad simply encouraged him to keep it for the rest of his stay . The following day, the guest returned with gratitude, sharing how the fan had provided much -needed relief on his journey to the Holy Mosque . MUHANNED SHARIF Waiter Special Citation 2
25
Service with the Heart
July was a month filled with extraordinary moments from our 54 heroes creating 48 stories living our values . Special mentioned were given to Food & Beverage, Housekeeping, and Security heroes who proved that true hospitality goes far beyond a job description . Asma turned a guest’s joyful arrival in Makkah into a heartfelt celebration . Nirob and Mofizur demonstrated unwavering honesty by safeguarding
a valuable gold jewelry set . And a Security Hero brought comfort and happiness to a young guest waiting for his father during prayer . Different roles, one shared purpose : living our core values through kindness, integrity, and genuine care . These are the moments that make our Heroes truly remarkable .
KINDNESS
HONESTY
COMPASSION
26
The Inter-Catchers Leaders Who See the Heroes
Every Hero story has a moment when someone chooses to notice . Behind the success of our Hero Program are leaders who understand that recognition is a powerful form of leadership . They see beyond daily tasks and performance numbers . They notice the colleague who stayed a little longer, the team member who went the extra mile, the person who showed kindness when no one was watching —and they make sure those moments do not go unnoticed . Every Inter -Catch submitted is an opportunity to say, “We saw what you did . We appreciate you . You made a difference .” Our appreciation goes to Nojood Al Sabry, Hadianto Harijadi, Adel Al Lehiany, and Hussein Abdou for continuously supporting a culture where Heroes are seen, appreciated, and celebrated .
CATH HERO IN ACTION
Their commitment reminds us that recognition is not simply an award —it is a way of building confidence, inspiring excellence, strengthening teamwork, and encouraging others to follow the example .
Because when leaders recognize greatness, they inspire more of it .
27
July Achievers 415 Reasons
to Celebrate
July was another month of celebrating people who make a difference
the
.Across the hotel, 48 Hero Stories were captured this month, with four departments exceeding their targets and the majority meeting their monthly recognition goals .
Leading the recognition drive were Food & Beverages and Front Office with 8 Heroes each, followed by Housekeeping with 7 and Safety & Security with 6 .With 415 Heroes already recognized from January to July, we are well on our way toward our annual target of 444 Heroes .
RECOGNITION ACHIEVEMENTS
But the real achievement lies beyond the numbers . These stories demonstrate that more and more of our colleagues are embracing the Hero legacy and bringing our core values to life through their everyday actions . Productivity . Commitment . Quality . Creativity . Teamwork .
These are not simply words -they are the values our Heroes continue to demonstrate every day . 28
Leaders Birthday
A Celebration
of a Leader
Who Makes
a Difference
Birthdays are a wonderful opportunity to celebrate not only a person, but also the difference they make in the lives of others. On 10 July, Team Leaders came together to celebrate Mr. Abdul Rahman Al Zahrani, Hotel Manager, and to express their appreciation for his inspiring leadership, dedication, and continuous support. His positive influence reaches far beyond his role, encouraging teams to strive for excellence and 29 creating an environment where people can grow and succeed. May the year ahead bring good health, happiness, meaningful moment, and continued success.
Leaders Birthday
Two birthdays . Two leaders . Countless contributions .
July was a special month as we celebrated the birthdays of two of our respected Cluster Directors. First, on 7 July, we celebrated Mr. Saleh Abozekry, Cluster Director of Finance. His leadership reflects the importance of strategic thinking, financial discipline, and a clear focus on sustainable success.
Then, on 24 July, we celebrated Mr. Fowzi Al Ghamdi, Cluster Director of Human Resources. His leadership highlights the power of people, development, collaboration, and creating an environment where colleagues can thrive. While their areas of expertise are different, both leaders play an essential role in shaping our organization's success. As they begin another year, we celebrate not only their birthdays but also their leadership, dedication, and lasting impact.
30
Academic Milestone
From Switzerland Excellence
Makkah : A Journey
to of
With great pride, the Food & Beverage Department extends its heartfelt congratulations to our Cluster Assistant Director of Food & Beverages, Ayman Banjar on earning an Executive Master ’s Degree in Global Hospitality Management in Les Roches, Switzerland . This remarkable achievement his dedication to continuous professional excellence, and leadership .
reflects learning, inspiring
More than an academic milestone, this accomplishment is a testament to his commitment to growth and the positive impact he has on our team through his guidance, support, and vision . His leadership continues to inspire us to strive for excellence every day . Today, we celebrate not only his success but also the values of ambition, perseverance, and lifelong learning that he represents . Congratulations on this well deserved achievement, and we wish you continued success and many more milestones ahead . Contributed by: SAHAR SAMKARI F&B Administrative Manager
31
Star of the Month
FRONT
OF THE HOUSE
REEM AL HARTHI Front Office Agent
JUNE
HEART
OF THE HOUSE
MUHAMMAD SHAHZAD Senior Carpenter
32
Star of the Quarter 2
FRONT
OF THE HOUSE
AHMED MAHGOUB Safety & Security Secretary
HEART
OF THE HOUSE
AHMED AL MALKI IT Security Manager
33
Revinate Star
12
Reviews JUNE
AGUS DJOKO Restaurant Manager 34
Best Room
SULTAN AHMED HOMAUN KABIR Stewards
D 3 ROOM 201 F 35
HR Week HR Celebration Outing On July 24 , 2026 , to celebrate HR Week, our organization arranged a memorable outing to recognize the dedication and hard work of the Human Resources team . The event provided an opportunity for employees to relax, connect with colleagues, and strengthen workplace relationships in a fun and informal setting . The day was filled with exciting activities, team building games, delicious food, and plenty of laughter . These moments encouraged collaboration, improved communication, and reinforced the importance of teamwork across departments .
HR Week is a time to appreciate the people who support employee growth, foster a positive workplace culture, and ensure the success of the organization . The outing served as a token of gratitude for their continuous efforts and commitment . The celebration concluded with group photos, appreciation messages, and wonderful memories that everyone will cherish . Events like these remind us that a positive work environment is built not only through hard work but also through shared experiences and mutual appreciation .
Contributed by: NOJOOD AL SABRY Cluster Assistant Director of HR
36
Field Trip Human Resources Field Trip – Jeddah Corniche Balad On July 30 , 2026 , the Human Resources Department organized a memorable field trip to Jeddah Corniche Balad, Each department sent its own representative, creating a wonderful opportunity to strengthen teamwork, build new connections, and enjoy time together outside the workplace .
The trip was filled with laughter, enjoyable activities, and meaningful conversations, allowing team members to relax and bond in a refreshing environment . It was a fun and successful event that reflected our commitment to fostering a positive workplace culture and strengthening relationships among colleagues . A heartfelt thank you to the Human Resources Department for organizing such a memorable experience that brought everyone closer together . Contributed by: INTZAR AHMED Supervisor Towers
37
Bus ID Card
A Smarter Ride : Introducing Eligible Employee Bus ID Card
the
Getting to and from work safely and efficiently is an important part of the employee experience . To strengthen the management of company transportation, the Human Resources Department launched the Eligible Employee Bus ID Card on 9 July 2026 . The card provides a simple way to confirm that an employee is authorized to use the company bus service . By presenting the card when boarding, employees help create a smoother and more controlled transportation process . But this initiative is about more than identification
.
It helps ensure fair access to transportation, prevents unauthorized use, improves boarding control, and gives the company a more reliable way to manage transportation eligibility . For a Better Journey Employees are reminded ▪ ▪ ▪ ▪
that the card :
Belongs exclusively to the authorized employee Must be presented when using the bus Should be reported immediately if lost or damaged Must never be transferred to another person
Contributed by: NOJOOD AL SABRY Cluster Assistant Director of HR
38
Executive Management Training Program HUMAN RESOURCES Four years ago, I joined Makkah Hotel & Towers as Executive Secretary to the VP. I had no idea then that this role would become a truly life changing experience. Working with an inspirational leader who carries an ambitious vision for Hospitality and Hajj reshaped the way I understand leadership, responsibility, and professional growth.
Being at the VP’s side taught me that micromanagement is just as essential as strategic macro management. I learned that paying attention to the smallest details can be the key to achieving the biggest goals. Every day challenged me to handle multiple tasks at once, maintain a high level of concentration, and uphold strict confidentiality, all while ensuring that every action aligned with the broader strategic direction of the organization. One moment I remember clearly is when the VP told me, “If you want to succeed in your career, learn how to market yourself and your achievements.” That advice stayed with me and shaped the way I approached every responsibility that followed. This journey strengthened my discipline, sharpened my decision making, and expanded my understanding of what true leadership looks like. It was not just a job; it was a mentorship, a training ground, and a turning point in my career. Later in my first year, I was entrusted to follow up and file all Hajj operations correspondence. This responsibility opened a new chapter of learning. To make the experience even more educational, challenging, and hands on, I became part of the team managing the Hajj camps in Mina and Arafat. That experience taught me a powerful lesson: knowing how things work on paper is one thing but seeing them unfold in real life is an entirely different learning experience. It gave me a deeper appreciation for operational complexity, teamwork, and the immense effort required to serve pilgrims at the highest standards. I was entrusted with the Hajj, and I proudly say I was part of the team from day one.
An important milestone in my career was the opportunity to train in both the HR and Learning and Development departments .
39
Executive Management Training Program This experience became a turning point in how I view organizations, leadership, and the true value of human capital. HR exposed me to the core functions that keep an organization thriving, including recruitment, employee relations, government portals and services, onboarding, performance management, and the continuous cycle of developing people. I learned how every decision in HR directly impacts the culture, stability, and long-term success of the organization. Training in Learning and Development added another layer of growth. I learned how to plan, deliver, and evaluate training sessions, and I saw firsthand how investing in people transforms not only their skills but also their confidence, motivation, and sense of belonging. It taught me that developing employees is not just a process; it is a responsibility and a strategic advantage. When people grow, the organization grows with them.
LEARNING & DEVELOPMENT This exposure helped me appreciate human capital in a way I never had before. I came to understand that people are not simply resources; they are the heart, soul, and driving force behind every achievement. HR and Learning and Development showed me that the greatest investment any organization can make is investing in its people, nurturing their talents, supporting their ambitions, and creating an environment where they can thrive. This realization shaped me into a more empathetic, strategic, and people focused professional, and it continues to influence the way I approach leadership and teamwork today. Through all these experiences, I came to realize that every step of our journey teaches us something valuable. In my case, continuous learning from great mentors and working alongside first class hoteliers in the heart of Makkah has truly been a life changing experience. It reinforced my belief that the greatest investment any organization can make is investing in its people.
As I look ahead, I am excited for what the future holds. I want to take this opportunity to thank my role model and mentor, Mr. Saad Khayat, for everything he taught me and for believing in me. I also extend my gratitude to Mr. Abdulrahman Al Zahrani for his guidance and enriching discussions on work and hotel management. And of course, my appreciation goes to our beloved executive team for the great times we have shared and all the moments still to come. I wish our beloved Makkah Hotel & Towers continued success as one united family.
Contributed by: 40 OMAR BAGHDADI Executive Secretary
Leadership Course
Six Lessons to Leadership
on the
Journey
Leadership is not about simply giving direction . It is about inspiring people, making responsible decisions, developing others, and showing the way through your own actions . From 13–15 July 2026 , seven colleagues embarked on a three -day leadership development journey through the LEAD – Leadership Evolves and Develops program . The full -day sessions combined learning, discussion, and practical exercises across six leadership -focused subjects, giving participants the opportunity to explore the realities of leadership and how they can apply these principles in their respective departments .
Their dedication throughout the program was evident through their punctuality, discipline, participation, and commitment to learning . The experience reinforced one important message : “Leadership is not about being ahead of others —it is about helping others move forward .”
Meet the LEAD Class of July ▪ ▪ ▪ ▪ ▪ ▪ ▪
Mizanur Rahman – Engineering Nada Namangani – Quality Najwa AlSharief – Food & Beverage Rayan Marzogi – Front Office Mohammad Gamal – Front Office Atlal Ghannam – Housekeeping Abdulrahman Fahmi – Safety & Security
Contributed by: SAHAR AL MAYSANI L&D Coordinator
41
Leadership Course Speak
Leadership
begins
with Confidence
with the ability to communicate
.
Whether sharing an idea, guiding a team, educating colleagues, or inspiring people to act, a leader's ability to speak with confidence can make all the difference . On Wednesday, 22 July 2026 , twelve Team Leaders and Potential Team Leaders took part in a three -hour Public Speaking Training at the Training Center . The session created an opportunity for participants to strengthen confidence, improve their communication skills, and understand powerful public speaking can be as a leadership tool .
their how
From Housekeeping and Sales to Quality, Engineering, Food & Beverage, Kitchen, Reservations, and Front Office, colleagues came together with one common goal : to become more confident and effective communicators . Contributed by: SAHAR AL MAYSANI L&D Coordinator
42
On-the-job Skills Training Building of Sharing
a Culture Knowledge
From 27 –29 July 2026 , eight colleagues participated in the Level One On -the -Job Skills Trainer Course at the Training Center . The three -day certification program was designed to equip participants with the skills needed to effectively train and develop their colleagues in the workplace . What makes the program unique is that learning continues beyond the classroom . Participants must complete a practicum observation, allowing them to demonstrate their training skills in a real working environment . Participants represented Food & Beverage, Housekeeping, Front Office, Quality, Kitchen, and Reservations . ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪
Hamada Hassan -Food & Beverage Mahasin Salah -Housekeeping Ajab Khan -Housekeeping Turki Magrashi -Front Office Zeeshan Mohammed – Front Office Areej Bahati – Quality Othman ElSakka – Kitchen Montaha Barnawi – Reservations
The L&D Department will continue to monitor their progress through the practical application phase . Contributed by: SAHAR AL MAYSANI L&D Coordinator
Congratulations trainers!
to
our 43future
Training Sessions Food & Beverage : Investing in People, Building Excellence Excellence in hospitality begins with people who are skilled, knowledgeable, and committed to continuous improvement . Recognizing that our employees are the driving force behind exceptional guest experiences, the Food & Beverage Department continues to place strong emphasis on training and professional development . Through ongoing training initiatives, the department provides team members with opportunities to strengthen their practical skills, expand their knowledge, and stay aligned with evolving business needs and hospitality industry standards . From service techniques and product knowledge to guest engagement and operational excellence, each learning opportunity helps our colleagues become more confident and effective in their roles .
Contributed by: SAHAR SAMKARI F&B Administrative Manager
44
Training Sessions
Reservations by the Numbers : Excellence in Every Interaction
The team's performance speaks for itself, with 6 ,279 reservation and inquiry calls and 5,599 reservation emails handled during
July was a month of continued learning, consistency, and outstanding performance for the Reservations & Revenue Department . Through internal training, the team reviewed key reservation procedures and reinforced the importance of following established hotel standards with accuracy and consistency .
the month . These achievements highlight the team's ability to manage a high volume of guest interactions while maintaining the accuracy, efficiency, and service quality expected from Makkah Hotel & Towers .
Mystery Shopper evaluations were also discussed, helping team members understand how their communication, responsiveness, and professionalism contribute directly to the guest experience .
Reservation 45
Contributed by: MONTAHA BARNAWI Reservations Supervisor
Birthday Celebration
July Shine
Birthday Bright!
Stars
July was a month of celebration as we gathered to honor our colleagues celebrating their birthdays . The occasion brought smiles, laughter, and a wonderful sense of togetherness as symbolic gifts were presented to our birthday celebrants as a token of appreciation .
Beyond the celebration itself, the gathering highlighted the importance of recognizing our people, strengthening friendships, and building a strong sense of belonging . Because every and every celebrating .
team member matters, milestone is worth
Contributed by: 46 SAHAR SAMKARI F&B Administrative Manager
Fatherhood Moments A New Little Joins the Family
Member
Every new baby brings a special kind of happiness —one that fills hearts and creates memories that last a lifetime . For us, celebrating our colleagues' milestones is a way of showing that we are more than a workplace ; we are a community that cares . We were delighted to celebrate with Abdullah Najm on the arrival of his baby girl . What a beautiful occasion to pause, share happiness, and send our warmest wishes to him and his family . A new baby means new beginnings, new dreams, and countless precious moments waiting to be created . May her life be filled with love, laughter, good health, and endless blessings . Congratulations, and welcome beautiful new fatherhood!
Abdullah, to this chapter of
Contributed by: SAHAR SAMKARI 47 F&B Administrative Manager
HighFive
A Tribute for a Job Well Done Behind every successful operation are people who show up every day with dedication, passion, and a willingness to give their best . Throughout July, the Food & Beverage Department celebrated colleagues who demonstrated exceptional performance by recognizing them with High Five certificates . The initiative reflects our belief that appreciation plays an important role in creating an engaged and motivated team . A simple “High Five ” can send a powerful message :
Contributed by: SAHAR SAMKARI F&B Administrative Manager
48
HighFive Front Office High 5
Celebrates
The Front Office Team is proud to present our 16 team members who have been recognized as the HIGH FIVE recipients for the month of July . This recognition highlights their exceptional achievements in earning positive guest reviews, demonstrating outstanding punctuality, excelling as top Upsellers, and consistently delivering excellent overall performance .
Their dedication, professionalism, and commitment to providing memorable guest experiences have earned them this well -deserved recognition ..
Each awardee has made a meaningful contribution to the success of the Front Office team through their hard work, positive attitude, and unwavering commitment to excellence Congratulations to all our HIGH FIVE Winners! Thank you for continuously raising the standard of service and for making a positive impact on our guests, colleagues, and the entire Front Office team . Your dedication inspires us all . Keep up the outstanding work!
Contributed by: RAWAN MALKHAR FO Supervisor
49
HighFive
Celebrating Excellence This July, we proudly celebrate Sharfan Khan, Purchasing Supervisor, for his remarkable contribution and continued dedication to the Purchasing Department . Sharfan has consistently demonstrated commitment, reliability, and a strong spirit of teamwork, making him a truly valuable member of the team . His outstanding efforts have been recognized through multiple achievements, including being named a July Hero, earning the prestigious High 5 Award, and receiving a Special Citation for his heroic story last month .
These recognitions reflect not only his exceptional performance but also the positive impact he continues to make through his actions . Congratulations, Sharfan, on these well -deserved achievements, and thank you for being an inspiring example of excellence and dedication!
Contributed by: MALLICK MASUD Purchasing Office Manager 50
HighFive
A High 5 for a Job Well -Done During July, Turki Al -Bathi was recognized with the High Five Award in appreciation of his outstanding initiative, continuous support for his colleagues, and commitment to delivering the highest standards of service and professionalism . This recognition reflects the strong spirit of teamwork and collaboration demonstrated within the Reservations & Revenue Department and highlights his positive contribution to creating a supportive and productive work environment .
The award is part of the department ’s commitment to recognizing employees who consistently demonstrate excellence, initiative, and dedication to the hotel ’s values . Celebrating such achievements encourages a culture of appreciation, motivates team members to maintain high performance, and supports the department ’s mission of delivering exceptional service and memorable guest experiences .
Contributed by: MONTAHA BARNAWI Reservations Supervisor
51
Welcome Back
A Warm
Welcome
We warmly welcomed Mr . Shiyam back after his extended leave . It was a pleasure to celebrate his return, and we wish him continued success in the months ahead, The department also held a special celebration in honor of Ghufran and Alaa , recognizing an important milestone in their lives . The event brought the team together in a joyful atmosphere filled with heartfelt congratulations and best wishes for a future full of happiness and success, These celebrations reflect our commitment to fostering a supportive and engaging work environment where every milestone is valued, and every team member feels appreciated ..
Contributed by: EMTENAN BUKHARI Guest Experience Manager
52
Special Day-Out
Event Highlights
Joy, Relaxation, Appreciation : Our Day Out
and Special
To foster a positive work environment and appreciate our outstanding female staff, the Safety and Security Department organized a special recreational day on Wednesday, July 22 , for female staff . This day served as a gesture of appreciation from the department for your ongoing efforts, affirming that you are the foundation of our success and development . It was a day filled with joy, specifically designed to recharge our energy and create unforgettable memories t together .
Relaxation Gift : As a token of appreciation, each staff member received a special gift voucher from a ladies' spa, allowing everyone to enjoy personalized pampering services the body and soul . Dinner Gathering : We concluded the day with a dinner at a luxury restaurant, featuring delicious food, drinks, and desserts in a warm and friendly atmosphere . We believe that "Together ... we create memories that last ." We thank everyone who contributed to making this day a success, which brought us together in appreciation and joy . We look forward to your continued excellence and dedication in our professional journey ahead .
53 Contributed by: FAWZIAH FALLATAH Cluster Quality & Hygiene Manager
Special Day-Out Joy, and Our Out
Relaxation, Appreciation : Special Day
As part of our commitment to fostering a positive work environment and recognizing the outstanding efforts of our employees, the Safety & Security Department organized a special team event on Friday, 17 July 2026 . This initiative was a token of appreciation for their continuous dedication and hard work, reaffirming that they are the cornerstone of our success and continued success . It was a day filled with positive energy, designed to refresh, strengthen team spirit, and create lasting memories .
The event featured a variety of recreational activities, including swimming, water games, PlayStation gaming, Ballot card games, and television entertainment . Employees also enjoyed coffee, tea, and a selection of fresh juices throughout the day .
The celebration concluded with a special dinner in a warm and friendly atmosphere, providing an excellent opportunity for team bonding and appreciation.
Contributed by: BASSAM AL ZAHRANI Assistant Safety Manager
54
Job Promotion Promotion Celebration & A Heartfelt Thank You The Quality and Food Safety Department team is delighted to share that we proudly celebrated the well -deserved promotion of our colleague, Rehab Al -Zahrani, to the position of Assistant Quality Manager Rehab has consistently proven to be an invaluable asset to our team . Her hard work, attention to detail, and leadership qualities have made a significant impact on our operations . This promotion is a testament to her dedication, and we are thrilled to support her as she steps into this new leadership role .
We would also like to extend our sincere thanks and appreciation to everyone and shared in this special celebration, making the occasion truly memorable our wonderful team spirit . We wish Rehab continued success in her new position . We are confident that she will bring even more innovation and department as we continue to strive for the highest quality standards . Congratulations,
Rehab! Here is to many more achievements
ahead!
who attended and reflecting
excellence
to our
55
Contributed by: FAWZIAH FALLATAH Cluster Quality & Hygiene Manager
Mystery Shopper Excellence Seen Through the Guest Guest’s ’s Eyes What happens when our service is viewed through the eyes of a guest? On July 20 , 2026 , Guest Delight International (GDI) conducted the second round of the Mystery Shopper assessment at Makkah Hotel & Towers —and the results gave us plenty to celebrate . With an impressive 93 .7% overall score, our teams demonstrated a strong commitment to delivering quality service and creating memorable guest experiences . The assessment recognized exceptional performances across the hotel, including Housekeeping with a perfect 100 % , Food & Beverage at 95 .1% , Product at 94 .7% , and Front Office at 90 .2% .While the results celebrate what we are doing well, they also remind us that excellence is never a destination . Every Mystery Shopper visit gives us another opportunity to learn, improve, and strengthen the experience we provide to our guests . Our 93 .7% is a reflection
of YOU .
To every colleague who contributed —thank you for your dedication, teamwork, and commitment 56 to excellence . Congratulations, Makkah Hotel & Towers!
Projects & Renovations
Room 20906 Unveiled: A New Standard of Comfort As part of the ongoing renovation program at Makkah Hotel and Towers, Room 20906 has been successfully transformed to reflect a new level of elegance, comfort, and functionality . This renovation is another milestone in the hotel's commitment to providing an exceptional guest experience through modern design and enhanced facilities . The renovation is part of the broader phased refurbishment project aimed at upgrading guest rooms and public spaces while maintaining uninterrupted operations during peak seasons . The upgraded room features a contemporary interior with refined finishes, improved lighting, modern furnishings, and high -quality fixtures that create a welcoming and relaxing atmosphere . Every detail has been carefully selected to combine luxury with practicality, ensuring guests enjoy both comfort and convenience throughout their stay .
In addition to its refreshed appearance, the renovated room incorporates enhanced functionality and improved amenities, meeting the evolving expectations of today's travelers . The new design reflects the hotel's dedication to continuous improvement while preserving the warm hospitality that Makkah Hotel and Towers is known for . The completion of Room 20906 represents another step forward in the hotel's ambitious renovation journey, reinforcing its position as one of the leading hospitality destinations overlooking the Holy Haram . Guests can look forward to experiencing upgraded accommodations designed to provide an unforgettable stay in the heart of the Holy City .
Contributed by: EMAD AL YASI 57 Operations Engineer
Projects & Renovations
Housekeeping Team Supports Major Renovation As part of Makkah Hotel & Towers' commitment to enhancing the guest experience, the Housekeeping team is playing a vital role in the renovation of 245 hotel rooms and the entire Tower 2. The team has carefully packed, labeled, and preserved valuable guest room assets to ensure they remain in excellent condition for future use . Their dedication, teamwork, and attention to detail are helping ensure a smooth renovation process while protecting hotel resources . This outstanding effort reflects the Housekeeping team's commitment to excellence and supporting a better experience for every guest .
Contributed by: TAREK ELSAIED Asst. Executive HK Manager
58
Pastry Art
Where Pastry Meets Art The Pastry Section continues to impress guests with its exceptional creativity and craftsmanship . One of the highlights of our Lobby Café is the stunning 3D pastry creations, meticulously handcrafted by our skilled pastry team . These eye -catching displays not only enhance the elegance and ambiance of the café but also demonstrate the exceptional talent and craftsmanship that exists within our Kitchen Department . Every creation reflects countless hours of planning, artistic vision, and technical expertise, making each display a unique masterpiece for our guests to admire . We are also proud to celebrate Chef Mohammed Hassan, who has been selected to represent the Kingdom of Saudi Arabia at the International Showpiece Competition this December . As part of his preparation, Chef Mohammed has been creating lifelike chocolate and modelling clay showpieces, continuously refining his artistic techniques and inspiring the entire pastry team . Through the continuous efforts of our talented pastry chefs, the Pastry Section remains a shining example of creativity, innovation, and craftsmanship —delighting our guests while proudly showcasing world -class culinary artistry .
Contributed by: 59 AHMED KAMRAN Executive Sous Chef
Digital Signature
Nafath -Powered Digital Signatures As part of Makkah Hotel & Towers ’ commitment to digital transformation and continuous improvement, the Information Technology Department is currently working on implementing a Digital Signature solution integrated with the Nafath Platform . This initiative aims to enhance the efficiency, security, and reliability of electronic document approval processes across the hotel .
The IT Department is currently completing the necessary technical preparations and configurations to ensure a smooth implementation and provide an effective user experience for all concerned departments . The Digital Signature project is an important milestone in Makkah Hotel & Towers ’ digital transformation journey, reflecting the hotel ’s commitment to adopting innovative technologies that improve operational efficiency, enhance service quality, and create a smarter, more connected, and sustainable workplace .
Contributed by: AHMED HAWSAWI IT Coordinator
This project represents an important step toward adopting modern digital solutions by enabling authorized users to digitally sign and approve documents in a secure and efficient manner . The solution will help reduce reliance on paper -based processes, accelerate approval workflows, and improve coordination between different departments . The integration with the Nafath Platform provides a secure identity verification mechanism and ensures the authenticity of digital signatures, supporting information security requirements and enhancing trust in electronic transactions .
60
Purchasing at Work
Purchasing Excellence: Driving Efficiency Across the Hotel The Purchasing Department continues to make an important contribution to the hotel's 4 Wheels of Success, particularly through its focus on Profit and Quality . By ensuring the timely availability of essential materials, supplies, and services, the team supports uninterrupted hotel operations while carefully managing costs and maintaining required quality standards . Supporting
Projects
& Operations
One of the team's key priorities this month was supporting the hotel's ongoing renovation projects . Purchasing worked closely with suppliers to source the required materials and equipment, helping renovation activities progress efficiently and according to schedule . At the same time, the team continued to coordinate procurement requirements for Engineering, Housekeeping, Kitchen, and other operational departments, ensuring that essential supplies were available when needed .
Contributed by: MALLICK MASUD Purchasing Office Manager
61
Food Safety Standard
From Warehouse to Table: Ensuring Food Safety Standards at Binzagr Company As part of supplier monitoring and food safety assurance program, a visit was conducted to Binzagr Company to evaluate its food storage practices and verify compliance with established food safety requirements . During the visit, the dry food storage warehouse, refrigerators, and freezers were thoroughly inspected . The assessment focused on the overall storage conditions, including the organization of food products, maintenance of appropriate storage temperatures, and implementation of proper storage practices to preserve product quality and safety . Compliance with the First In, First Out (FIFO) inventory rotation system was also confirmed to ensure effective stock management and minimize product waste . In addition, the cleanliness and hygiene of all storage areas were evaluated, along with the condition of food packaging and the validity of stored products . The inspection confirmed that the storage facilities were well maintained and that food products were handled in accordance with recognized food safety standards .
Overall, the visit demonstrated that Binzagr Company maintains a satisfactory level of compliance with food safety and storage requirements .
Continued adherence to these practices and a commitment to continuous improvement will help ensure the ongoing delivery of safe, high -quality food products throughout the supply chain . Contributed by: KHALID AL SUBHI Food Safety Controller
62
Quality & Hygiene
84.44 %
Dedicated Efforts
Your Well -Being, Our Priority: Our Approach to Food Safety
Quality
& Hygiene
Behind our external audit success lies the relentless, day -to -day oversight of our dedicated in -house Quality and Hygiene team, whose proactive efforts include :
At our hotel, your health and peace of mind guide everything we do . We believe an exceptional culinary experience goes hand -in hand with world -class food safety and hygiene . Partnering for Objectivity To uphold global best practices, our Quality and Hygiene Department collaborates with an independent, third -party food safety auditing company . This external expertise ensures our operations are evaluated through a completely unbiased lens, aligning strictly with local and international regulations . Rigorous Monthly Audits Every month, independent specialists comprehensive evaluations across kitchens and dining areas, covering :
In -House
conduct all our
Temperature & Storage Control : Continuous tracking of cold and hot units using advanced systems . Safe Handling & Preparation : Strict prevention of cross -contamination and precise cooking controls . Strict Facility Sanitization : Comprehensive hygiene protocols, including advanced equipment sterilization and proactive pest management . Celebrating July's Top Score We are thrilled to announce that our dedication and rigorous daily efforts have earned us the highest score of 84 .44 % for the month of July! This milestone reflects our team's unwavering commitment to excellence .
Daily Operational Checklists : Conducting rigorous, hands -on self -inspections across every kitchen shift before food preparation begins . Active HACCP & Hygiene Monitoring : Overseeing critical control points around the clock and ensuring adherence to personal hygiene and sanitation standards . Immediate Corrective Action Protocols : Identifying potential internal risks instantly and resolving them on the spot before they ever impact daily operations . Training and Swift Corrective Actions Our high scores are driven by continuous education and a rapid -response culture . Our culinary and service teams undergo regular mandatory training, and any third -party audit recommendations are met with immediate, structured corrective actions to mitigate risks before they reach our guests . Dine with Confidence When you dine with us, you can savor every moment knowing your well -being is protected by rigorous standards, expert third -party validation, and our absolute dedication to your safety .
63 Contributed by: FAWZIAH FALLATAH Cluster Quality & Hygiene Manager
The NAMES
Behind the MEMORIES When a guest remembers your name, you know you have made more than an impression -you have made a connection . In hospitality, a guest may forget the details of their stay, but they rarely forget how someone made them feel . A warm welcome, a thoughtful gesture, a helping hand, or simply going the extra mile can create a moment that stays with them long after they leave . That is why, every month, we take a moment to celebrate something truly special : team members who are remembered by name in our guests' reviews . Throughout the month, we randomly select guest reviews that specifically recognize our colleagues by name and share their stories with the hotel community . These reviews are more than compliments —they are a reflection of the personal impact our team members have made on the guest experience . Being mentioned by name means that, among countless interactions during a guest's stay, your service stood out . It means
your kindness
was noticed .
Your effort was appreciated Your hospitality .
.
was remembered
64
.
Mohamed Yoosuf
Restaurant Manager
Riyaz Rakhange
Atif Ali
Food &
Restaurant Manager
Waiter
Beverages
65
ROOM SERVICE In room service, guest feedback is one of the most important indicators we use to assess performance quality . Hiba, our order taker, received exceptional recognition, achieving the highest score in our internal survey, mentioned by guests 147 times .
Most -Mentioned by guests
This reflects her dedication and professionalism in handling orders, her prompt response, and her commitment to guest comfort and satisfaction . This achievement is not just a statistic ; it's a clear message that quality service is built on small details and daily attention to hospitality . We congratulate Hiba on this distinction and look forward to her continuing this level of commitment, reflecting positively on our hotel and providing our guests with an even more comfortable and reassuring experience .
Hibah Sabbagh Order Taker
66
Abdullah Al Sulami
Ahmed Al Ghamdi
Khaled Hasanein
Reem Al Harthi
Amal Abdullah
Front Office Agent
Front Office Agent
Cluster Assistant Chief Concierge
Front Office Agent
Front Office Supervisor
Front Office
67
Abdul Karim
Room Attendant
Mohammed Abdul Baset
Room Attendant
Housekeeping 68
Emtenan Bukhari
Guest Experience Manager
Alaa Hussain
Guest Guest Experience Experience ShiftAgent Leader
Ghufran Hakami
Yara Al Thakfee
Rawan Zayed
Guest Experience Agent
Guest Experience Agent
Guest Experience Agent
Quality Service
69
Online Reviews REVINATE TARGET 2026 PROPERTY
HOTEL
TOWERS
TARGET Overall Hotel
4.65
Sentiments Overall
80
Service
83
Rooms
78
Cleanliness
84
F&B
80
Overall Towers
4.50
Sentiments Overall
78
Service
80
Rooms
65
Cleanliness
80
F&B
75
Revinate is a hospitality technology platform that helps hotels improve guest communication, marketing, and online . reputation management . 70
VIP Party 29 JULY 4 pm Bani Hashim
Celebrating
Our VIP Guests
The VIP Cocktail is an exclusive gathering designed to welcome and honor our distinguished guests in an elegant and relaxing atmosphere . This special event provides an opportunity for guests to socialize with the hotel's management team while enjoying a selection of premium refreshments, beverages, and light canapés . The event reflects our commitment to delivering exceptional hospitality by creating memorable experiences, strengthening guest relationships, and expressing our sincere appreciation for their continued trust and loyalty .
Through warm interactions and personalized service, the VIP Cocktail embodies the hotel's dedication to excellence and guest satisfaction .
Contributed by: 71 KING KHALID AYUNAN FO Admin
A Journey ofFaith
Ziyara : A Journey Beyond the Destination Before the footsteps reach the sacred places, the journey begins in the heart . In the peaceful morning hours in Makkah, a group of guests gathers with anticipation and gratitude, preparing for their Ziyara . Smiles are exchanged, prayers are whispered, and hearts are filled with hope as they set out to visit the blessed sites that carry centuries of Islamic history . Each destination is more than a landmark —it is a reminder of the sacrifices, faith, and unwavering devotion of those who came before us . With every stop, the guests deepen their understanding of Islam, strengthen their connection with Allah, and reflect on the timeless lessons of patience, perseverance, and mercy .
As they travel together, they are united by a shared purpose : to seek knowledge, embrace spirituality, and create memories that will remain in their hearts long after the journey ends . May every prayer be accepted, every step be rewarded, and every heart return home renewed with faith, peace, and gratitude .
Contributed by: KING KHALID AYUNAN FO Admin
72
Special Moments
Creating Unforgettable Guest Experiences Throughout the month of July, our Guest Experience Team had the pleasure of creating several memorable moments for our valued guests . We celebrated the birthday of one of our regular guests, preparing a thoughtful surprise to make their special day even more meaningful . We also arranged a beautiful honeymoon setup for a newlywed couple, ensuring their stay was filled with warmth and unforgettable memories .In addition, we proudly delivered a heartfelt Warm Welcome for a guest visiting Makkah for the very first time . Every detail was carefully prepared to make her feel comfortable and truly welcomed .
The guest expressed her happiness and appreciation, making the experience even more rewarding for our team, These special moments reflect our continuous commitment to delivering personalized hospitality, creating emotional connections, and turning every stay into a memorable experience that exceeds our guests ’ expectations .
Contributed by: ALAA HUSSAINA AREEJ BAHATI Guest Experience Shift Leader
73
Guest Satisfaction
Listening
to Our Guests,
Elevating
Our Service
Guest satisfaction remains a key priority across our dining operations . We are committed to delivering a complete guest experience by combining high quality food, excellent service, and a warm and welcoming atmosphere . An important part of this commitment is listening to what our guests have to say . Their feedback helps us recognize what we are doing well while identifying opportunities to further improve our service . Throughout July, we received 287 online reviews, into our guests' experiences and expectations . Each review represents our standards .
an opportunity
providing
to learn, improve,
valuable
insights
and continue
raising
Our guests speak . We listen . We improve . We deliver .
Contributed by: 74 RANEEM ZAKIE F&B Secretary
International Travel Market
Showcasing Rooms at International
Our Renovated the Türkiye Travel Market
At Makkah Hotel & Towers, we are committed to strengthening our global presence and showcasing the continuous enhancements that elevate our guests' experience . This July, our team proudly participated in the Türkiye International Travel Market in Istanbul, where we had the opportunity to connect with travel professionals, tour operators, and industry partners from across the region . A key highlight of our participation was the promotion of our newly renovated rooms and suites, reflecting the hotel's refreshed design, enhanced comfort, and elevated luxury standards . Visitors were introduced to our latest offerings, alongside our exceptional location overlooking the Holy Mosque and the unique hospitality experience that defines Makkah Hotel & Towers . The exhibition provided a valuable platform to build new partnerships, strengthen existing relationships, and position Makkah Hotel & Towers as a preferred destination for travelers visiting the Holy City .
We extend our sincere appreciation to everyone who contributed to the success of this event and look forward to welcoming our partners and guests to experience our newly renovated accommodations first hand .
Contributed by: RAGHAD AL SHARIF 75 Marketing Coordinator
Food Promotions Offers
July Offers : Success Reflected in Numbers Throughout July, the Food & Beverage team continued to deliver exceptional experiences to our guests by introducing a variety of outstanding offers designed to meet different preferences and enhance the overall guest experience . These offers contributed to attracting more guests and increasing engagement, achieving total sales of SAR 51,196. This achievement reflects the success of the initiatives introduced and the team ’s continuous commitment to delivering added value and memorable experiences . This success highlights the importance of innovation in creating attractive offers and showcases the team ’s role in achieving positive results through effective planning and a strong focus on meeting guests ’ needs .
Contributed by: 76 RANEEM ZAKIE F&B Secretary
Food Promotions Offers
Appreciation That Builds Loyalty and Drives Success As part of our commitment to strengthening communication and mutual appreciation with our team members, a range of exclusive employee offers was introduced . These offers received positive engagement and created a valuable experience that reflects our appreciation and care for our team . This initiative contributed to achieving sales of SAR 17,911, highlighting the importance of providing motivating benefits for employees and their role in enhancing satisfaction, loyalty, and overall performance . These offers are part of our ongoing commitment to recognizing our team ’s efforts and creating a workplace environment filled with appreciation and motivation, as our employees remain the key foundation of our continued success .
Contributed by: RANEEM ZAKIE F&B Secretary
77
Jasmin Café Sales
Jasmin Winning
Café Scores Performance
a
Al Jasmin Café experienced exceptional customer turnout throughout the FIFA World Cup period, from June 11 to July 19, becoming a favorite destination for our guests —especially during match times . The highest attendance was recorded during the final match, when visitors gathered to enjoy the exciting atmosphere, watch the games on the big screen, and indulge in a wide selection of beverages and delicious food . This memorable experience contributed outstanding sales of SAR 95 ,198, reflecting café’s success in delivering an enjoyable engaging experience for its guests
to the and
Contributed by: RANEEM ZAKIE 78 F&B Secretary
Financial Awareness
PARTICIPANTS ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪ ▪
Empowering Through Awareness
Future
Iftikhar Ahmed, Kitchen Sharfan Khan – Purchasing Rehab Al Zahrani – Safety & Security Atlal Ghannam – Housekeeping Hamdy Radwan – Stewarding Nada Namangani – Quality Waleed Ghulam – Food & Beverage Rayan Marzogi – Front Office Hasanien Najmuldin – Front Office
Leaders Financial
Great leaders understand that every decision an impact —not only on people and quality, also on the financial health of the business .
has but
As part of our commitment to developing future leaders, a Financial Awareness Training was conducted on 7 July 2026 , bringing together nine Potential Team Leaders for a three -hour learning session . The training focused on strengthening participants' understanding of financial awareness, cost consciousness, cash flow, spending, and responsible decision -making . With participants from multiple departments, the session encouraged a broader understanding of how different operational functions contribute to the hotel's overall performance .
This initiative particularly supports the People and Profit pillars of the 4 Wheels of Success by developing financially conscious leaders who can make better decisions and contribute to sustainable business results . Congratulations to all nine participants for investing in their growth and leadership journey . Contributed by: SAHAR AL MAYSANI L&D Coordinator
79
Cost-Saving Success
Smart Savings. Strong Partnership
In the coming weeks, Purchasing Department continue to focus on :
the will
Cost optimization remains a key priority at Makkah Hotel & Towers, and the Purchasing Department continues to create value through strategic sourcing, effective negotiations, and careful supplier evaluation .
•
Expanding our preferred supplier network .
•
Identifying additional cost saving opportunities .
This month, the team successfully achieved more than SAR 100 ,000 in monthly savings, meeting and exceeding the target set under our 4 Wheels of Success .
•
Supporting operational projects .
•
Enhancing procurement efficiency through improved planning and supplier collaboration
This achievement reflects the team's commitment to financial awareness and responsible purchasing while maintaining quality and operational standards . Equally important are the strong partnerships with our valued suppliers, whose continued cooperation, timely deliveries, and reliable service help support the hotel's daily operations . Together, we continue to build partnerships based on trust, quality, efficiency, and mutual success, contributing to the hotel's long -term sustainability and operational excellence .
upcoming and renovation
Contributed by: MALLICK MASUD 80 Purchasing Office Manager
Recruitment Forum
The Purple Saturday Recruitment Forum July 25 , 2026 Our HR team proudly participated in the Purple Saturday Recruitment Forum, and related inclusive events were organized by regional bodies like the Makkah Chamber alongside reaffirming our commitment to fostering an inclusive workplace where talent, diversity, and equal opportunity thrive . The event brought together employers, job seekers, and community partners with a shared vision of creating meaningful employment opportunities for persons with disabilities . It provided an excellent platform to connect with talented candidates, exchange ideas with industry peers, and learn about best practices for building more accessible and inclusive workplaces . Throughout the forum, our team engaged with aspiring professionals from diverse backgrounds, discussing career opportunities, our organizational culture, and the support we provide to help employees succeed . These conversations highlighted the importance of recognizing individual strengths and ensuring that every candidate has an equal opportunity to contribute and grow .
Contributed by: NOJOOD AL SABRY Cluster Assistant Director of HR
Participating in the Purple Saturday Recruitment Forum reflects our ongoing dedication to diversity, equity, and inclusion . We believe that an inclusive workforce drives innovation, strengthens collaboration, and enables us to serve our communities and stakeholders better . We extend our sincere appreciation to the organizers, participants, and everyone who made this inspiring event a success . We look forward to continuing our efforts to create workplaces where everyone feels valued, respected, and empowered to reach their full potential .
81
ARTIFICIAL INTELLIGENCE HOSPITALITY Artificial Intelligence is becoming one of the most important technologies in the hospitality industry . It helps hotels provide faster, smarter, and more personalized services while improving daily operations . AI -powered chatbots and virtual assistants can respond to guest enquiries, provide information about hotel facilities, explain restaurant timings, support multiple languages, and assist with service requests at any time . This reduces waiting time and allows employees to focus on requests that require personal attention . Hotels can also use AI to better understand guest preferences and improve the overall stay experience . It can help personalize room settings, recommend suitable services, and provide more relevant offers to returning guests .
in
From an operational perspective, AI can support preventive maintenance by identifying possible technical issues before they affect guests . It can also help reduce energy consumption by improving the use of lighting, air conditioning, and other hotel systems . However, technology should support hotel employees rather than replace the human element of hospitality . The best guest experience combines smart technology with professional service, personal care, and genuine human interaction .
Contributed by: ABDULLATIF AL ZAHRANI IT Support Engineer
82
RECYCLING a first of its kind in Makkah As part of our ongoing commitment to environmental sustainability, the Quality & Hygiene Department has successfully initiated the Organic Recycling Plant, a pioneering project that is proudly managed and operated by the Stewarding Department under the leadership of Stewarding Supervisor Mahmoud Manabiri . This initiative is the first of its kind in any hotel in Makkah, demonstrating our dedication to innovation and responsible environmental practices within the hospitality industry .
Through this program, 100 % of organic kitchen waste generated during daily food preparation is diverted from general waste . Food scraps, vegetable trimmings, and fruit peels are collected separately in dedicated green bins placed throughout the kitchen . Before the organic waste is processed, the Stewarding team carefully performs manual segregation to ensure that no plastic, metal, or other non organic materials are mixed with the waste . Once verified, the organic waste is transferred into the recycling plant for processing .
Contributed by: AHMED KAMRAN Executive Sous Chef
83
Living Our Brand Every Day GENERAL
BRAND SERVICE STANDARD
Exceptional hospitality shared commitment standards .
begins to our
with a service
At Makkah Hotel & Towers, our 12 General Brand Service Standards guide the way we welcome, serve, and care for every guest . These standards reflect our core values of Productivity, Commitment, Quality, Creativity, and Teamwork, ensuring that every interaction creates memorable experiences and builds lasting trust and loyalty . To reinforce these principles, our newsletter will feature 1 Brand Service Standard each month . This new section will serve as a refresher, helping all team members stay aligned with our service culture while recognizing the important role each standard plays in our daily operations .
Together, let us continue brand to life —one interaction, and one experience at a time .
bringing our guest, one memorable
Keep Eye Contact with Positive Body Language and Appropriate Gestures
Effective communication goes beyond words . Maintaining comfortable eye contact, using an open and positive posture, and incorporating appropriate gestures can help create a sense of confidence, attentiveness, and genuine engagement . In hospitality, these simple non -verbal cues can make guests feel welcomed, respected, and 84 valued .
FOOD FOR THOUGHT Fix What You Can! The crack in the wall represents life's unexpected challenges . The thread represents commitment . Like the man in this image, we are called to repair what is within our reach . As hoteliers, we may not be able to control every situation our guests face, but we can control how we respond . A delayed room, a misplaced item, a tired traveler, or a simple request —every opportunity to help is an opportunity to strengthen trust . True hospitality is not about perfection . It is about taking ownership, finding solutions, and making every effort to leave things better than we found them . 85
FAQ Frequently Asked Questions Learning
Through
Our Guests .
Every guest interaction is an opportunity to learn . To support continuous learning across all departments, we are launching a Frequently Asked Questions (FAQ) section featuring the most common inquiries received from our guests . Each month, we will share practical questions and answers to improve product knowledge, strengthen service confidence, and ensure our team delivers consistent, accurate, and exceptional hospitality . Knowledge
shared is service improved
.
QUESTION ---------------
Do you have a limousine service? A : Yes, we do . It is available towers concierge
next to the hotel and
.
For booking requests, and 8188 for Towers .
please
dial 8189 for Hotel 86
WORK PLACE WELLNESS How Do We Workplace Wellness Habit?
Make a Daily
n a busy hospitality environment, taking care of ourselves can sometimes feel like one more task on the list. But wellness doesn't have to be complicated. Small, consistent actions can make a big difference 1. Take a Short Reset When the shift gets busy, take a few minutes to pause, breathe deeply, stretch, or simply step away from the screen or work area when possible. A short reset can help clear your mind and restore focus.
2 . Stay Hydrated Keep water nearby and make drinking regularly part of your routine. Staying hydrated can help you maintain energy and concentration throughout the day. 3 . Choose Nourishing Meals When possible, choose balanced meals and avoid relying only on quick snacks or excessive caffeine to get through a busy shift. Fuel your body to fuel your performance. 4 . Keep Moving You don't need a full workout during your shift. Take the stairs when appropriate, walk during your break, stretch, or simply avoid sitting or standing in the same position for too long
6 . Give Your Mind a Break During your break, try to disconnect from work for a few minutes. Put the phone down, enjoy your meal, take a walk, or simply sit quietly.
7 . Protect
8 . Know .5 . Connect With Your Colleague A simple “How are you doing?” can go a long way. Positive conversations and supportive relationships help create a healthier and more connected workplace.
Your Rest
Good performance starts with proper recovery. Make sleep and rest a priority outside working hours, especially when working demanding or changing shifts.
When
to Ask for Support
You don't have to handle everything alone. If work becomes overwhelming, speak with someone you trust, your supervisor, or the appropriate support resources available to you 87
DID YOU
KNOW
Makkah Once Had Palaces and Farms in Areas That Are Busy Today . The area around Biban, north of the Grand Mosque, was historically known as a retreat for Makkah residents because of its more moderate climate, farms, and several palaces . One historic palace there, Qasr Kawir, still reflects the architectural style of Makkah more than a century ago
Source: Saudi Press Agency
88
YOUR STORY. THEIR
HEADLINES. Championing Excellence Every helping
achievement has make it happen .
someone
The success of the 4 Wheels of Success program is made possible by a remarkable group of champions who work behind the scenes to support their departments . Through performance tracking, coordination, and continuous follow -up, they help their leaders and colleagues stay focused on achieving departmental goals . Each month, we will proudly introduce the champions whose passion and commitment continue to make a meaningful impact across our hotel .
89
MEET the 4 WOS CHAMPION Currently serving as Assistant Executive Housekeeper, Tariq has progressed from his early operational roles as a Room Attendant and Housekeeping Supervisor to a key leadership position within the Housekeeping team . His 30 years of dedicated service reflect an enduring commitment to excellence and the people around him . Holding a Master's Degree in Law from Egypt, Tariq also demonstrates that professional development extends beyond the workplace .
As the Housekeeping & Laundry 4 Wheels of Success Champion, he embodies the four principles that drive our success : People, Process, Performance, and Purpose . His journey is a reminder that experience creates knowledge , continuous learning creates growth , and purpose creates lasting impact .
HOUSEKEEPING & LAUNDRY
With three decades of hospitality experience, Tariq El Saeed represents the value of experience combined with continuous growth .
Tariq El Saeed
90
Assistant Executive Housekeeper
MEET the 4 WOS CHAMPION . One
Meet King Khalid Ayunan, whose career at Makkah Hotel & Towers reflects the power of persistence and continuous development .
King Khalid began his journey as a Room Attendant before taking on new challenges in the Business Center and later as a Telephone Operator . With every transition, he expanded his skills, strengthened his understanding of hotel operations, and gained a broader perspective of the guest journey . Today, he proudly serves as a Front Office Administrator, bringing together years of experience from different areas of the hotel . His story reminds us that progress is not always about taking the biggest step —it is about continuing to take the next step . And sometimes, the greatest career opportunities are right where you started .
FRONT OFFICE
Four roles . Multiple experiences inspiring career journey .
King Khalid Ayunan 91
Front Office Admin
MEET the 4 WOS CHAMPION Meet Rawan Malkhar .
For Rawan Malkhar, her journey with Makkah Hotel & Towers has been defined by commitment, professionalism, and a willingness to take on responsibility . As both a Front Office Supervisor and Front Office Administrator, Rawan plays an important role in keeping Front Office operations organized and running smoothly . Whether supporting colleagues, maintaining service standards, coordinating administrative responsibilities, or assisting with daily operations, she approaches every task with care and reliability . Balancing two roles requires focus, organization, and adaptability -qualities Rawan demonstrates consistently . After nearly five years, her journey continues to reflect the value of dedication, teamwork, and taking pride in what you do . Five years of service . Two important One commitment to excellence .
roles .
FRONT OFFICE
Nearly five years of service can be measured in many ways —not only by time, but by the experience, trust, and contribution built along the way .
Rawan Malkhar 92
Front Office Supervisor
THE
CONTRIBUTORS NOJOOD AL SABRY Cluster Asst. Director of HR INTZAR AHMED Supervisor Towers OMAR BAGHDADI Executive Secretary SAHAR AL MAYSANI L&D Coordinator TAREK ELSAIED Asst. Executive HK Manager MALLICK MASUD Purchasing Office Manager
MANAGING EDITOR ALVIN TAWAKIM Office Manager
EMAD AL YASI Operations Engineer
MONTAHA BARNAWI Reservations Supervisor
AHMED HAWSAWI It Coordinator
SAHAR SAMKARI F&B Administrative Manager
BASSAM AL ZAHRANI Assistant Safety Manager
RAGHAD AL SHAREEF Marketing Coordinator
RANEEM ZAKI F&B Secretary
FAWZIAH FALLATAH Cluster Quality & Hygiene Manager
EMTENAN BUKHARI Guest Experience Manager
KING KHALID AYUNAN Front Office Administration RAWAN MALKHAR Front Office Supervisor AHMED KAMRAN Executive Sous Chef
KHALID AL SUBHI Food Safety Controller ABDULLATIF AL ZAHRANI It Support Engineer
ALAA HUSSAIN Guest Experience Shift Leader AREEJ BAHATI Guest Experience Shift Leader
EDITOR IN CHIEF ABDULRAHMAN AL ZAHRANI 93 Hotel Manager
TWO HOSPITALITY
Page 95
Page 96
WINNERS HAVE A CHANCE TO WIN
94
CAN YOU FIND THE
95
THINK & game QUESTION
1
I cost nothing to give, but I can brighten someone's entire day . Guests remember me long after they leave . What am I?
QUESTION
2
I don't wear a cape, but I solve problems, help others, create unforgettable guest experiences . Who am I?
QUESTION
and
3
I am not a room, but I make guests feel at home . I am not food, but I satisfy every visitor . What am I?