For over 15 years, Mo (Mohamed) has been a familiar and friendly face at Champagne Castle Hotel – most often found behind the scenes in the kitchen, crafting delicious meals and delighting guests while serving at the buffet. But now, he’s stepped into a new role that brings his warmth, charm, and deep knowledge of hospitality to the forefront.
Recently promoted to Banqueting and Guest Relations Manager, Mo is embracing this new opportunity to connect directly with guests, plan memorable events, and ensure that every visit feels personal and unforgettable.
We sat down with him to learn more about his journey, the transition from kitchen to front-of-house, and what makes him so passionate about guest experience.
Mo, you’ve been with Champagne Castle Hotel for over 15 years, most of that time in the role of Sous Chef. What made you decide to transition into a guest-facing role?
I’m a people person. Over the years, I found myself naturally engaging with guests while working behind the buffet. I realised I could contribute even more by being in front, building relationships and making their experience extra special.
How has your experience as a chef helped you in your new position as Banqueting and Guest Relations Manager?
My background as a chef gives me a strong understanding of the logistics behind successful functions. I can assess food quality, presentation, and garnishing – because people eat with their eyes first. I also advise clients on seasonal dessert pairings and meal enhancements. It’s been a smooth transition because I understand what’s happening both in the kitchen and with the guests.
What was the biggest challenge in moving from the kitchen and restaurant to this role?
The biggest challenge has been the amount of administrative work – it’s definitely more than I was used to in the kitchen. But I believe no job is too big or small, so I’ve adapted and made it work.
As Banqueting and Guest Relations Manager, what does a typical day look like for you?
Every day is different and full of variety. I answer emails, liaise with new clients, and add special touches to the hotel – like flowers or personalised décor. I also spend time speaking to guests to find out how I can make their stay more memorable and comfortable.
How do you engage with guests to ensure they have the best experience at the hotel?
My secret weapon is simple – talking and a big smile! I engage with guests, get to know them, and learn about their special needs, whether it’s dietary requirements, birthdays, or anniversaries. I love going the extra mile – decorating tables, personalising experiences – it’s all about service. People love to feel cared for, and I know how to make that happen.
What kind of requests or questions do guests usually come to you with?
I get a range of requests – anniversaries, dietary needs, questions about Wi-Fi or TV channels. I connect with the relevant departments to sort things out. Many guests see Champagne Castle Hotel as their home away from home, and I want to make sure it always feels that way.
What’s your favourite part of your new job?
I love building new and lasting relationships. For weddings especially, it’s about creating unforgettable memories. I always give my best – because when guests are happy, they tell others. Word of mouth is powerful. The more brides we host, the more the hotel thrives – it’s a win for everyone.
Many returning guests know you from the kitchen and restaurant – what would you like them to know about your new role?
I’m still the same Mo – ready to move mountains to keep our guests happy. My new role is all about ensuring they receive the best service possible. I’m here to make their stay exceptional.
How can new guests make the most of your expertise during their stay?
It’s easy – just come find me, or ask for me at reception. If there’s something you need, I’ll do my best to deliver.
If a guest needs help or information, what’s the best way for them to find you?
I’m usually available at reception, and if I’m not there, I’m just a phone call away. I’m always happy to assist.
Is there anything you’d like to say to guests who may be visiting Champagne Castle Hotel for the first time?
First and foremost, welcome! Thank you for choosing Champagne Castle Hotel. We’re honoured to be part of your dream holiday. No request is too big or too small – I’m here, along with the rest of the team, to make your stay unforgettable,