What is your vision for The Ritz-Carlton, Bahrain?
When you have the best employees, you need to make sure that they remain the best throughout their tenure and create programs that promote work-life balance and employee satisfaction. I champion The Ritz-Carlton’s Take Care initiatives, Community Footprints and events that play a crucial role in our employees’ professional and personal lives.
What have been your biggest challenges (and successes) over the past difficult years?
Sustaining operations during the pandemic was challenging with the negative impact on our business and people. However, during this difficult situation, we managed to retain all of our Ladies and Gentlemen. We created programs and initiatives that helped maintain their physical, emotional and financial well-being.
Seeing them emerge strong and resilient was most rewarding. We have suffered together but we have stayed together.
Other than a great team, what qualities does your hotel have that make it stand out in Bahrain?
Our five-star resort is one of the most elegant destinations in Bahrain where guests can immerse in the local culture, enjoy extraordinary cuisine and explore the dazzling capital city of Manama. The hotel offers modern and international dining experiences with award-winning restaurants, lounges, and beach cafes. We are the first and only hotel in Bahrain that serves Kosher meals.
Each of our seafront villas has a private infinity pool, beach access, and 24-hour on-call butler service. The hotel promises an array of leisure activities for the whole family; from the sea-inspired Ritz-Carlton Spa, the Royal Beach Club, and a new marina, to indoor and outdoor pools, and the Ritz Kids Club.
What does hospitality leadership mean to you?
Hospitality leadership is all about luxury and customer service. At The Ritz-Carlton, we do not sell rooms, we sell an experience. Our guests seek The Ritz-Carlton experience – that’s what they pay for above and beyond the rooms, restaurants, function space or the beach. The experience we create sets us apart from our competition. It’s what stays in our guests’ hearts long after they depart and it’s what motivates them to return.
Is there a particular saying or motto that guides you?
The Ritz-Carlton motto is “We are Ladies and Gentlemen serving Ladies and Gentlemen”. Our people are the heart and soul of this company. They are the most important resource in our commitment to our guests. This motto exemplifies the anticipatory service provided by us, creating Ritz-Carlton guests for life.