By Rosanna Caira
Rami Zok’s introduction to the hospitality business came at the young age of 12 when he worked in his father’s restaurant in his native Lebanon to help out. This experience clearly ignited his passion for hospitality. “It triggered my Hospitality DNA,” quips the father of two young children, adding that he graduated with a Bachelor degree in International Hospitality Management from EHL Hospitality Business School in Lausanne, Switzerland.
His first job was a Banquet Trainee at the Movenpick Grand Hotel in Dubai (formerly known as Al Bustan Rotana Hotel). After living and working in 11 different cities on three continents, Zok arrived in Canada ready, willing and able to work, starting his Canadian hotel career at the Hilton Toronto as assistant outlets manager.
These days, Zok is happily ensconced as hotel manager at the Great Canadian Casino Resort Toronto, a 400-room hotel, adjacent to a new sparkling casino, which opened last year, almost a year before the hotel doors opened its doors in May 2024. He’s fully committed to making the hotel a vital part of the entertainment destination, attracting a mix of local and international guests. “I had the chance to set up the hotel from scratch: hiring, training and embracing the service mindset. The hotel serves as an amenity to the Casino. Our goal is to have every player enjoy the luxury stay and experience while having fun at the Casino.”
And though the hotel only officially opened this past spring, Zok is already focused on garnering Three-Diamond accreditation in 2025. “Our major project will be to work on the hotel expansion with another 500 rooms set to be added, making it a mega hotel and one of the largest projects in North America.
To remain competitive, Zok believes it’s important to understand your guest, what they’re looking for and to consistently provide a superb guest experience. “You’ll always stand out once your homework is done and you can impress and engrave your touch in guest feelings — you need to create a story [for guests] to take back home,” says Zok.
Though the astute hotelier is razor focused, he also “works with passion, and with a twist of fun.” He promotes an open-door policy “enabling communication and pushing down barriers.” He’s a big proponent of providing guest-centered excellence by prioritizing the needs and expectations of guests. “This involves personalized service, attention to detail, and a commitment to making every guest feel valued and cared for,” says Zok.
The 44-year-old hotelier is committed to continuous improvement by embracing a culture of constant learning and innovation, while enhancing services and amenities to stay ahead of industry trends and guest preferences. It’s important, he says, “to have an empowered, motivated and well-trained team,” adding “it’s only through a positive work environment and ongoing training, that staff can take initiative and make decisions that enhance the guest experience.”
