Transitioning from a successful career predominantly focused on urban corporate brands, the brand’s new marketing leader looks forward to directing his expertise towards championing wellness and advocating the benefits of outdoor travel.
With the wrap-up of the October's Hospitality Shining Stars Awards, we are glad to speak to the distinguished Top-rated Property Leaders selected by voting recognised for their exceptional contributions and innovative approaches to property management. These top leaders embody the spirit of excellence, resilience, and creativity that drives the industry forward.
Ahmed Elnawawy | General Manager - Rixos Bab Al Bahr, United Arab Emirates
What his colleagues say:
“Since taking over as General Manager of Rixos Bab Al Bahr in January 2023, Mr. Ahmed Elnawawy has proven to be an extraordinary leader, transforming the resort across multiple dimensions. His leadership has driven improvements in employee engagement, guest satisfaction, revenue generation, and sustainability, setting new benchmarks for excellence in the hospitality industry. Mr. Ahmed's leadership style is rooted in empathy, transparency, and empowerment, creating a culture of mutual respect and open communication. This approach has fostered a collaborative and positive work environment, which has directly contributed to the resort’s success. Numerous return guests have praised the heightened quality of service, facilities, and entertainment. Financially, the resort has excelled under Mr. Ahmed’s leadership, surpassing revenue expectations. Mr. Ahmed has skilfully managed the budget, balancing improvements to facilities, rooms, and the entertainment program while maintaining strong profitability.
Sustainability is a key focus for Mr. Ahmed, who has implemented 51 sustainability initiatives in 2023 alone. Among these are the elimination of single-use plastics and the introduction of a water bottling facility, which has reduced the resort’s environmental impact. Mr. Ahmed’s leadership at Rixos Bab Al Bahr has been instrumental in elevating the resort’s standards across all areas of operation. His focus on employee engagement, guest satisfaction, revenue growth, and sustainability has transformed the resort into a benchmark for excellence in the hospitality industry. Through his visionary approach, strategic management, and deep commitment to both people and the environment, Mr. Ahmed has ensured the continued success and growth of Rixos Bab Al Bahr. His accomplishments over the past year demonstrate his remarkable leadership and dedication to creating a thriving and sustainable resort.”
Andrew Jansson | Cluster General Manager - Centara Lagoon Mirage Maldives and Centara Grand Lagoon Maldives
What his colleagues say:
“With nearly 30 years of experience in hospitality, Andrew has held leadership roles across 14 countries with prestigious hotel brands like Hyatt, Shangri-La, One&Only, and Minor. His current position at Centara marks his fourth management role in the Maldives, where he will oversee the pre-opening and strategic development of both island resort properties. Andrew's extensive background equips him to drive excellence and innovation in these exciting new projects.”
What do you love the most about hospitality?
AJ: “For me, it’s about being part of those special moments, knowing that what we do, has somehow played a role in creating experiences and memories that our guests will share for a lifetime.”
What makes one a true hotelier?
AJ: “You have the be a people person, and you have to have a passion for what you do, no matter how unappreciative it may seem at times. The job satisfaction comes from the smile on people’s faces; whether it’s making a couple’s dream vacation come true, or being a part of a young colleague’s career development and growth. Those little moments is what it’s all about.“
Fernando Horta | General Manager - Hotel de Bourgtheroulde, France
What his colleagues say:
“Fernando has over 20 years of experience in luxury hospitality, having held leadership positions at prestigious hotels across Europe. Known for his dedication to excellence, he focuses on delivering innovative guest experiences and cultivating a strong service culture. His strategic vision and passion for crafting unforgettable stays have firmly established Hotel de Bourgtheroulde as a top destination in the industry.”
What do you love the most about hospitality?
FH: “What I love the most is the endless possibility of crafting new experiences for our guests. See the joy in their eyes when they are delighted with something. Sometimes it can be something simple, but if provided from the heart, it will make a difference.”
What makes one a true hotelier?
FH: “The passion put forward in order to fulfill a promise. The ability to adapt to other cultures, speaking several languages, caring for the associates, spending time helping them grow, looking after the assets as if they are your own.”
Nizam Hassan | Executive Assistant Manager - The Nautilus Maldives
What his colleagues say:
“Nizam began his hospitality career over two decades ago as an apprentice at Four Seasons Hotels & Resorts and has since worked with renowned brands like One & Only, TAJ, and Anantara. With extensive expertise in service and culinary arts, he believes his attention to detail is key to driving his team’s motivation and achieving exceptional results. His commitment to excellence continues to be a valuable asset in delivering top-tier hospitality experiences.”
What do you love the most about hospitality?
NH: “What I love most about the hospitality industry is the ability to create memorable experiences for people. It's a field where empathy, creativity, and service come together to make others feel valued and cared for. From personal interactions with guests to the atmosphere you help build, hospitality is all about making someone’s day brighter. The diversity of people you meet and the chance to learn from different cultures is also incredibly rewarding, making each day unique and exciting.”
What makes one a true hotelier?
NH: “A true hotelier exemplifies exceptional guest focus, attention to detail, and a deep passion for hospitality. They demonstrate strong leadership, adaptability, and consistently strive to exceed guest expectations, ensuring seamless operations and memorable experiences. Their commitment to service excellence is the hallmark of their professionalism.”
Stephan Anseline, the General Manager of LUX* Grand Gaube in Mauritius, made the headlines this month for winning the Hospitality Shining Stars Awards. We asked him to share some inspiring wisdom with our readers and aspiring property leaders.
What colleagues say about Stephan:
“Stephan’s remarkable ability to stay ahead ensures that he not only maintains but redefines the highest standards of excellence. His leadership blends deep understanding with firm determination, fostering a growth-oriented environment where every team member feels inspired and valued. Unlike others who may cause discomfort, Stephan is an action-taker who leads with conviction and unwavering integrity, earning profound respect from his team through both his words and actions.”
LUX* Grand Gaube
HC: What was your first job in the industry? SA: “After completing my hotel school, my first job in the industry was as a waiter. I learned a lot about customer service, teamwork, and multitasking. It was already a fast-paced environment, and I loved interacting with guests and making sure they had a great experience. Plus, it taught me valuable skills like communication and time management that I still use today.” HC: What do you love the most about hospitality? SA: “What I love the most about hospitality is the opportunity to create memorable experiences for people through innovation and creativity. There’s something special about making someone’s day better through great service, whether it’s a warm welcome, a delicious meal, a friendly conversation or simply, a smile. I also appreciate the sense of community within the industry; it’s all about teamwork and supporting each other to provide the best experience possible. Additionally, every day brings new challenges and interactions, which keeps things exciting!” HC: What was the biggest challenge you had to overcome on your way to success? SA: “The biggest challenge I faced on my way to success was learning to manage stress and stay organized in a fast-paced environment. In my early days as a waiter, and still now, the pressure during busy shifts could be overwhelming. I had to develop strong multitasking skills and find effective ways to prioritize tasks while maintaining a positive attitude. With time and experience, I learned how to stay calm under pressure and communicate effectively with both my team, peers and guests, which made a huge difference in my performance and confidence.” HC: What would be your advice to beginners in the industry? SA: “My advice to beginners in the hospitality industry would be to embrace every opportunity to learn and grow. Stay Positive: Attitude matters! A positive outlook can transform both your experience and that of people around you. Communicate Clearly: Good communication is crucial. Don’t hesitate to ask questions if you’re unsure about something—clarity is key- in every situation. Be Adaptable: The hospitality environment can change rapidly, so being flexible and open to new challenges will help you thrive. Build Relationships: Connect with your team and guests. Strong relationships can create a supportive work environment and enhance the guest experience. Learn from Feedback: Take constructive criticism to heart and use it to improve your skills. Everyone has room to grow! And lastly and most importantly - Enjoy the Journey: Have fun! The industry can be demanding, but it’s also rewarding and full of memorable moments.”
With a rich background in the luxury hospitality industry, Stijn honed his expertise while working with a prestigious 5-star international hotel brand before establishing SMG. His vision for SMG is driven by a commitment to the 3Ps of sustainability: People, Planet, and Profit, and our purpose of making people happy. Stijn is passionate about creating exceptional guest experiences and fostering a positive, innovative, and inclusive culture within his team. He focuses on the well-being and satisfaction of three key stakeholders: guests, team members, and shareholders. Outside of work, he enjoys spending time with his family, engaging in sports, and exploring Bali's vibrant culinary scene.
Music style: Indie Rock, 90’s Rap, and Deep House
Favourite quote: “I'm a lucky person because the company keeps growing, and that means my team keeps growing.” - Nobu Matsuhisa
Languages spoken: From best to worst: English, Dutch, Indonesian, German, Spanish, Mandarin
Favourite thing to do after work: Spend time with my wife and 4-year-old boy, go on dates with my wife, and drink with my mates.Photo credits: Sensorial Management Group (SMG)
Can you give us a brief about your position and responsibilities?
SVL: “As the CEO and Founder of Sensorial Management Group, my primary role is to ensure that our teams are living out our core purpose: making people happy. This involves setting the strategic vision for the company, fostering a positive and inclusive culture, and ensuring that we deliver exceptional experiences to our clients and guests. I focus on innovation, staying ahead of industry trends, and driving sustainable growth. It's about creating an environment where our employees feel valued and empowered to deliver their best work, ultimately leading to exceptional guest satisfaction and business success. One of our key commitments is to the 3Ps of sustainability: People, Planet, and Profit, which guide all our operations and initiatives.”
How do you inspire others while keeping yourself inspired about SMG's mission?
SVL: “I believe in walking the talk—leading by example. Being open to criticism, solving arguments on the spot, and building trust and respect among the teams are crucial. By maintaining transparency and actively participating in daily operations, I inspire others while staying motivated myself. Our mission at SMG is deeply personal to me, and seeing its impact on our guests and team keeps my passion alive. I also draw inspiration from continuous learning and embracing new challenges. By staying curious and open to new ideas, I can keep our mission fresh and engaging for everyone involved. My vision for SMG includes expanding globally while maintaining our personalised touch, and continuously innovating to enhance guest experiences.”
Photo credits: Sensorial Management Group (SMG)
What does it take to grow to the executive level in your field? Any learning sources/techniques you would recommend?
SVL: “Growing to the executive level in the hospitality industry requires a blend of experience, continuous learning, and a passion for service. After years of working with various 5-star international hotel brands, I founded my own company, which has allowed me to unleash unlimited creativity and fun in growing a business. I recommend staying curious, seeking mentorship, and embracing innovative thinking. The hospitality industry is ever-evolving, and it's essential to stay ahead by leveraging technology, understanding market trends, and fostering a culture of continuous improvement. For me, continuous development is key—not just for myself, but for my entire management team. This approach ultimately leads to above-average business results.”
Do you have a secret talent?
SVL: “I believe I have a talent for making people from all walks of life feel comfortable in a very short time span. This ability to connect with others quickly is invaluable in both personal and professional settings. In hospitality, creating a welcoming atmosphere is key, and this skill helps me build strong relationships with guests, clients, and team members alike. It's about empathy, active listening, and genuine interest in others, which can transform interactions and create memorable experiences.”
Photo credits: Sensorial Management Group (SMG)
How is SMG committed to sustainability?
SVL: “At SMG, our commitment to the 3Ps of sustainability—People, Planet, and Profit—is at the core of everything we do. We strive to create positive impacts on our employees, guests, and the broader community (People). Our operations prioritise environmental sustainability, from energy-efficient practices to waste reduction initiatives (Planet). We also ensure our business strategies are financially sound, driving growth and profitability (Profit).”
An exemplary sales leader from LUX* South Ari Atoll, Maldives, with years of experience in the field, is sharing her thoughts on sustainability in commercial strategies.
In the dynamic world of hospitality, where guest satisfaction and operational excellence are paramount, continuous learning is not just beneficial but essential. Whether you're a seasoned professional or just starting out in the industry, there are numerous ways to expand your knowledge and stay ahead of the curve. Here’s a comprehensive guide to boosting your expertise in hospitality:
Embrace Cross-Training Opportunities
One of the most effective ways to broaden your knowledge base in hospitality is through cross-training. This involves learning aspects of different departments within your organization. For instance, if you work in guest services, cross-training in food and beverage or housekeeping can provide valuable insights into how various functions interconnect. Understanding these connections not only enhances your problem-solving skills but also improves overall efficiency in service delivery.
Photo by Lewis Keegan on Unsplash
Pursue Formal Education and Certifications
While experience is invaluable in hospitality, formal education can provide structured knowledge and a deeper understanding of industry principles. Consider enrolling in courses or obtaining certifications relevant to your role, such as hospitality management, food safety, or event planning. These credentials not only enhance your credibility but also demonstrate your commitment to professional growth.
Stay Updated with Industry Trends
Hospitality is an ever-evolving industry influenced by changing consumer preferences, technological advancements, and global trends. Stay informed by regularly reading industry publications, attending conferences, and participating in webinars. Networking with peers and industry leaders can also provide valuable insights into emerging trends and best practices.
Foster Mentorship Relationships
Seeking guidance from experienced mentors within your organization or the industry can significantly accelerate your learning. A mentor can offer advice based on their own experiences, provide constructive feedback, and introduce you to valuable professional networks. Mentorship relationships are a two-way street; consider offering your own insights and skills in return, fostering a mutually beneficial partnership.
Photo by Lewis Keegan on Unsplash
Utilize Technology and Online Resources
In the digital age, a wealth of knowledge is just a click away. Take advantage of online platforms, educational websites, and hospitality-specific resources to access articles, tutorials, and courses. Platforms like LinkedIn Learning, Coursera, and industry-specific forums offer a wide range of courses on topics from revenue management to customer experience enhancement.
Actively Seek Feedback
Feedback is a powerful tool for personal and professional development. Actively seek feedback from guests, colleagues, and supervisors to identify areas for improvement and validate your strengths. Constructive criticism provides valuable insights into how you can enhance your skills and adapt to changing guest expectations.
Engage in Practical Learning Experiences
Hands-on experience is often the best teacher in hospitality. Volunteer for new projects, participate in simulations or role-plays, and take on challenging assignments that stretch your capabilities. Practical learning not only reinforces theoretical knowledge but also builds confidence in applying concepts to real-world situations.
Develop Cultural Awareness and Language Skills
In hospitality, cultural competence is essential for delivering exceptional service to diverse clientele. Take the initiative to learn about different cultures, traditions, and etiquettes. If your role involves interaction with international guests, consider learning basic phrases in their language to facilitate communication and demonstrate respect for their culture.
Photo by Christina @ wocintechchat.com on Unsplash
Join Professional Associations
Professional associations such as the American Hotel & Lodging Association (AHLA) or the International Association of Hospitality Accountants (IAHA) offer valuable resources, networking opportunities, and industry insights. Membership allows you to stay connected with industry trends, attend conferences, and access specialized training programs that can further enhance your expertise.
Practice Continuous Reflection and Improvement
Finally, adopt a mindset of continuous improvement by regularly reflecting on your experiences, learning from mistakes, and setting new goals for growth. Keep a journal to track your professional development journey and celebrate milestones along the way. Embrace challenges as opportunities to learn and innovate, pushing yourself to excel in your hospitality career.
In conclusion, enhancing your knowledge in hospitality requires a proactive approach to learning, leveraging diverse resources, and embracing opportunities for personal and professional growth. By investing in continuous education, seeking mentorship, staying updated with industry trends, and honing practical skills, you can position yourself as a knowledgeable and adaptable professional in the vibrant world of hospitality.
Hospitality and tourism stakeholders collaboration fosters a seamless and memorable travel experience, encouraging repeat visits and positive word-of-mouth. Moreover, pooling resources and expertise allows for more effective problem-solving and innovation, ensuring the destination remains competitive and attractive in a rapidly evolving market.
Today, we asked Chalaka Gajabahu, Chairman of Sri Lanka Tourism Promotion Bureau to share his insights on the importance of partnerships between the industries.
HC: How can tourism boards and hotels collaborate together in order to successfully promote a destination and achieve results beneficial for both industries?
CG: "Sri Lanka Tourism is the National Tourism Organization initially established under Ceylon Tourist Board Act No. 10 of 1966 with the objective of developing Tourism in a more planned and systematic manner in Sri Lanka. After identifying the need to set up an institutional framework, by the Act No 38 of 2005 there were four Organizations such as Sri Lanka Tourism Development Authority (SLTDA), Sri Lanka Tourism Promotion Bureau (SLTPB), Sri Lanka Institute of Tourism and Hotel Management ( SLITHM ) and Sri Lanka Convention Bureau (SLCB) were established in 2007. While SLTDA acts as the regulatory body of the Tourism Industry, SLTPB is the promotional arm responsible for destination marketing.
The Accommodation sector in the country ranges from the star class hotels to Guest Houses, Rest Houses, Heritage Bunglows, Home stays, Eco Lodges, Boutiques & Villas etc. Currently There are around 53,230 such accommodation units registered and licensed under the SLTDA to cater to local and foreign guests. Each of these accommodation units are required to pay a Tourism Development Levy (TDL) of 1% of their net income annually to the SLTDA which will be utilized for tourism development and promotional work by the afore mentioned four tourism institutes which directly come under the purview of the Ministry of Tourism and Land. The majority of the income is generated from the Hotel sector."
"Sri Lanka Tourism is having a very close relation with the hotel industry in Sri Lanka. Being registered with SLTDA, hotels have the privilege in getting any benefit offered by the government, related to the hotel industry. This will include tax concessions, moratoriums on loan repayments, recommendations for resident visa for foreign staff etc. Further the hotel industry could take part at tourism travel shows , road shows and other events organized by SLTPB overseas. This will create a platform for them to directly contact Travel partners in respective markets to promote their properties.
By collaborating with Sri Lanka Tourism, these hotels will get the maximum publicity by hosting Foreign Media/Journalists, Travel Bloggers/Vloggers, Celebrities etc. who will promote the destination as well as the unique industrial properties.
The Hotel industry plays a major role in creating employment opportunities specially to the Youth sector contributing towards earning foreign exchange earnings for the economic development of the country.
Over the years, several Sri Lankan Hotels have won prestigious awards for their unique hospitality and efficient service. Similarly, Sri Lanka Tourism has received many accolades as a destination from various International publications. Therefore this joint collaboration with Hotel industry and Sri Lanka Tourism will bring more revenue and recognition to Sri Lanka as a Travel Destination, renowned for its warmth and Hospitality."
Photo credits: Sri Lanka Tourism Promotion Bureau
Building a successful career as a hotelier involves a combination of education, experience, networking, and continuous personal development. The hospitality industry is dynamic and ever-evolving, requiring hoteliers to be adaptable, customer-focused, and proficient in various managerial and operational skills. Here’s a comprehensive guide to help you embark on and thrive in your hotelier career.
Photo by Thought Catalog on Unsplash
1. Educational Foundation
A strong educational background is crucial for aspiring hoteliers. Pursue a degree in hospitality management, business administration, or a related field. Many universities and colleges offer specialized programs in hospitality management, which provide essential knowledge in areas like hotel operations, finance, marketing, and human resources.
2. Gain Practical Experience
Hands-on experience is invaluable in the hospitality industry. Start with entry-level positions such as front desk clerk, housekeeper, or food service worker. These roles offer insights into the daily operations of a hotel and build a solid foundation for understanding customer service, operational challenges, and teamwork.
3. Develop a Broad Skill Set
A successful hotelier must possess a diverse skill set, including:
Customer Service: Providing exceptional guest experiences is at the heart of hospitality.
Leadership: Managing teams effectively and inspiring staff.
Financial Acumen: Understanding budgeting, forecasting, and financial reporting.
Marketing: Promoting the hotel and its services to attract guests.
Problem-Solving: Addressing and resolving issues promptly and efficiently.
4. Pursue Advanced Certifications
In addition to a degree, consider obtaining certifications from recognized institutions. Certifications such as the Certified Hotel Administrator (CHA) or Certified Hospitality Supervisor (CHS) can enhance your credibility and demonstrate your commitment to the profession.
Photo by Brooke Cagle on Unsplash
5. Network Actively
Networking is essential in the hospitality industry. Join professional organizations like the Hoteliers Circle, where you can read the latest hospitality news, connect with industry leaders, attend conferences, and participate in workshops. Engaging with a professional community can provide mentorship opportunities, industry insights, and career advancement tips.
6. Stay Updated with Industry Trends
The hospitality industry is influenced by global trends, technological advancements, and changing customer preferences. Stay informed about the latest developments by subscribing to industry publications, attending webinars, and participating in professional development courses. This knowledge will help you adapt and innovate in your role.
7. Enhance Your Online Presence
In today’s digital age, having a strong online presence is vital. Create a professional LinkedIn profile, showcasing your education, experience, and skills. Join relevant groups and forums, such as those offered by the Hoteliers Circle, to engage with peers and stay informed about job opportunities.
8. Focus on Career Progression
Set clear career goals and work towards them methodically. Seek promotions within your current organization or explore opportunities at other hotels. Don’t be afraid to relocate if a promising position arises elsewhere. Career progression in hospitality often involves moving through different roles and locations to gain diverse experiences.
9. Prioritize Continuous Learning
The hospitality industry values lifelong learning. Pursue advanced degrees, certifications, or specialized courses to keep your skills sharp and stay competitive. Institutions like the Hoteliers Circle offer resources and courses to help you stay ahead in your career.
Conclusion
A successful career as a hotelier requires dedication, adaptability, and a commitment to continuous improvement. By building a solid educational foundation, gaining practical experience, developing a broad skill set, and actively networking, you can navigate the challenges and opportunities in the hospitality industry effectively. Engage with professional communities like the Hoteliers Circle to maximize your career potential and stay connected with industry trends. With the right approach, you can achieve a rewarding and fulfilling career as a hotelier.
During pre-opening, the hotel is in the final stages of construction and handover. This period is when senior management gets on board to join, depending on their roles and responsibilities.
