The First Group Hospitality is pleased to announce the appointment of Khaled El Sharbatly as Director of Guest Engagement, bringing over 25 years of extensive experience in customer engagement, sales, reservations, and front office operations across leading hotel brands in the Middle East and Africa.

El Sharbatly joins The First Group Hospitality after 15 successful years at Marriott International, where he held multiple leadership positions, most recently heading the Dubai Customer Engagement Centre (CEC). In this role, he oversaw central reservations operations for nearly 70 hotels in the UAE and Saudi Arabia, achieving remarkable performance milestones, including 135% of enrollment targets in 2024 and Forbes Luxury Properties Audit scores of 98%. His tenure at Marriott also earned him accolades such as the Reservations Team of the Year Award and the Associates Engagement Survey Award.

In his new role, Khaled El Sharbatly will collaborate closely with The First Group Hospitality’s reservations, revenue management, sales, marketing, finance, and food & beverage teams, as well as property general managers, to enhance service standards and operational efficiency across the group’s expanding portfolio.

Commenting on the appointment, Tom Stevens, Senior Vice President – Operations, said:

"Khaled brings to this new role a remarkable knowledge of operations, including process optimisation, customer service strategies, and performance metrics. I am confident Khaled’s knowledge will be invaluable in implementing best practices to enhance customer satisfaction and operational efficiency across our portfolio of diverse hotels and dining outlets."

El Sharbatly’s appointment underscores The First Group Hospitality’s commitment to delivering exceptional guest experiences while strengthening operational excellence across its growing Middle East and international presence.