The School of Tourism and Hotel Management (THM) at the University of Balamand (UOB) welcomed Mr. Mathieu Greppo, General Manager of Intercontinental Phoenicia Hotel in Beirut, for an engaging talk at the Jacobo Auditorium (THM) – UOB Main Campus on the 12th of February, 2025.
With more than 20 years of experience in the luxury hospitality industry, Mr. Greppo has worked with top hotel brands across Europe, the Middle East, and Central Asia. His career includes managing five-star hotels and organizing high-profile events.
During his talk, Mr. Greppo shared insights about his journey in hospitality, stressing the value of hands-on experience over academic qualifications. He encouraged students to start from the bottom and work their way up, as real-world experience is essential in this field. He also discussed the importance of common sense when interacting with guests, especially in different situations, and the dedication needed for success in hospitality.
Mr. Greppo also emphasized the importance of hard work, commitment, and flexibility in the hospitality industry, noting that "work/life balance" is a myth, especially in luxury hospitality where sacrifices are necessary for success. He also addressed the role of technology, particularly AI, highlighting that while it can assist, it can never replace the human touch that defines luxury service. “Luxury is about personalized experiences and human connections,” he explained, “and that’s something only people can provide.”
Mrs. Nadine Karam, HR Director at Intercontinental Phoenicia Hotel, also delivered an insightful presentation about the hotel’s history, values, and its strong connection with Lebanon. She emphasized the importance of attitude over skills when hiring new staff, explaining that a positive attitude is key to success in the hospitality industry. “A skill can be taught and learned, but attitude cannot. It comes from within, from education, and it is what truly drives success in hospitality,” she said. Mrs. Karam also highlighted the hotel’s membership with the InterContinental Hotels Group (IHG) and how it fosters collaboration with other IHG hotels, especially during challenging times.
In her speech, Dr. Jihane Adeimi, Director of THM, emphasized the unbreakable connection between Phoenicia Hotel and Lebanon — a bond that continues to grow stronger despite all challenges, standing the test of time. Dr. Adeimi quoted Mrs. Cherine Salha, a Phoenicia Hotel shareholder, who once said: "If Phoenicia Hotel is doing well, Lebanon is doing well. If Lebanon is doing well, Phoenicia Hotel is doing well."
The event was both inspiring and informative, giving students a deeper understanding of the hospitality industry and the qualities needed to succeed in this dynamic field.
