The regional hotel industry is known for its remarkable resilience, constantly pivoting to meet the changing demands of guests.

CHEVAL COLLECTION

Cultivating a unique story

When you look at the brands that have achieved long-term success within the region, the key ingredients are the same: they’ve invested in timeless design; maintained high standards in amenities; and focused on offering excellent hospitality.
A brand must cultivate a unique story and ethos that resonate with guests across generations, leveraging marketing to highlight its history and values. In such a competitive market, it is important to continuously innovate while preserving core values to stay relevant and respected in the industry. I often think the phrase, ‘Creating exceptional experiences through genuine care and attention to detail,’ sums up my outlook, since it embodies my commitment to ensuring that every guest feels valued and has a fantastic experience with us.

Inspire and support your team

A true leader is someone who can not only motivate and inspire a team, but must also be able to empathize and be approachable. To be successful, they need to have the ability to develop new leaders and allow them to grow to their full potential. In a busy hospitality environment, we don’t always take the time to show our appreciation for people. A good leader needs to be able to recognize the efforts of their team and celebrate their successes, while also retaining a willingness to keep learning themselves.

A green, tech-led future

Over the next five years, I see the hotel industry continuing to make sustainability a priority, with further investment in green technologies and eco-friendly practices. Technology will enhance guest experiences, through innovations, such as smart rooms and mobile check-ins, while the rise of remote work will boost ‘bleisure’ (business and leisure) travel.

HYATT

Prioritizing exceptional service

Service excellence and consistency are key for transforming a hotel brand into a legacy, since guests remember and return to hotels where they consistently experience exceptional service. We also believe storytelling plays a significant role in differentiating the Hyatt brand from others. Additionally, the people who work at the hotel are the soul of the establishment, bringing the Hyatt brand to life. Investing in staff training and wellbeing practices ensures that your team embodies the brand’s values and help create memorable guest experiences.

A forward-thinking focus

The ability to persevere through challenges, as highlighted during the Covid-19 pandemic, is vital for maintaining service excellence in the face of adversity. Forwardthinking is also a key leadership quality, as innovation drives long-term success. Leaders must continually seek new ideas and technologies to enhance guest experiences and stay ahead of industry trends. Creativity is another important quality, as the industry thrives on creating unique and memorable experiences. Integrity is another vital contributor to success, since honesty and strong moral principles build trust with guests, employees and stakeholders, ensuring a reputable and reliable brand.

Robust strategies taking shape

The hospitality industry climate in the Middle East is positive, signaling promising growth ahead. In the past year, markets such as Saudi Arabia and the UAE have remained in high demand when it comes to Middle East tourism. These countries, along with others in the GCC have made substantial progress in developing comprehensive and robust strategies for ensuring sustainable development in their hospitality sectors. Other trends include a significant rise in ‘bleisure’ travel. This shift reflects a growing desire among professionals to balance work and personal life, and enjoy the experiences that the destination has to offer, whatever the reasons for travel.

RADISSON HOTEL GROUP

Championing brand values

Forming memorable experiences that build emotional connections for guests is key when it comes to ensuring a brand has what it takes to achieve a lasting legacy. It’s also essential to invest in your people and teams to create a hotel brand they’re proud to work for, invest in and visit. I also believe in the importance of consistently communicating your brand values to maintain authenticity and trust.

Lead, don’t manage

I always say that it’s important to be a general leader, not a general manager. People are at the heart of every part of our business, so support your team and empower people. True leaders prioritize their people, understanding that great teams and exceptional service are the cornerstones of success. They foster a supportive environment, encouraging and empowering team members to excel and take the initiative. By nurturing talent and promoting a culture of trust and collaboration, leaders inspire their teams to deliver outstanding guest experiences. Create a collaborative environment where team members feel valued and empowered. When you have a solid foundation of support, you can streamline processes and remove unnecessary complexities. In a nutshell: support your team no matter what – then simplify and deliver.

Sustainability and digitalization

It’s clear that sustainability will be a central pillar, rather than secondary, in the coming years, with actions such as using local products, minimizing waste, optimizing energy and water use, and engaging in community support becoming standard. Simultaneously, digital innovation will enhance the guest experience through mobile apps, online booking platforms and immersive virtual experiences. Hotels will invest in technology to streamline operations and provide seamless, personalized services to guests.

HILTON

Evolve and innovate

Ultimately, we are a business of people serving people, and our teams are key to building and carrying our legacy forward. We have also built our legacy by creating a lasting positive impact – driven by Travel with Purpose, our global environment, social and governance (ESG) strategy. We are always evolving and innovating with industry-leading technology enhancements, such as our mobile messaging platform and Digital Key Share.

Lead by example and never stop learning

I think that it’s paramount for leaders in the industry to have a positive, solutions driven mindset – one which inspires their teams and drives success. Great leaders must also lead by example, be excellent communicators, work hard and take the time to invest in continually learning. I’m a firm believer in staying agile and flexible in your thinking as an industry leader. Mottos and mantras can sometimes lock you into a specific focus, when each situation needs to be evaluated on its individual merit. When it comes to role models, I draw inspiration and learn from many people, and have been fortunate to have been mentored by some fantastic leaders. From inspirational leaders like Nelson Mandela to a management trainee I just met in one of our hotels in Morocco, I believe life is a journey of constant learning.

Spotlight on Saudi Arabia

In the Middle East and Africa, we expect growth to continue apace, especially in Saudi Arabia, a key strategic market. Our multi-brand strategy has seen us sign new hotels across the region. Additionally, we see significant opportunity in the branded residences sector.

IHG HOTELS AND RESORTS

A responsible approach

To create a legacy, a brand must not only fulfil the existing needs of its guests, but also tap into the desires that remain unexpressed. It needs to foster a culture that welcomes a diverse range of travelers. Embracing diversity and inclusivity by creating a positive workplace environment that prioritizes employee well-being should be another priority. It’s also important to think about the communities we operate in and the planet we call home. We should constantly strive to act more responsibly with a view to safeguarding our future.

Forge strong connections

Adaptability is a key quality for leaders working in tourism and hospitality, especially given the dynamic nature of the industry. Being able to assess and adjust strategies against a backdrop of changing circumstances, as in the Covid-19 pandemic, is paramount. Transparency is another cornerstone. Open and honest communication, be it with team members or guests, fosters trust and ensures that everyone feels informed and safe. Empathy is also vital; understanding the concerns of colleagues and travelers is so important. It’s about connecting on a personal level and providing support during challenging times. I also believe that innovation is the key to staying competitive. Embracing technology and using it to drive innovation within guest experiences ensures that we remain at the forefront of the industry.

A community-led focus

Sustainable development will serve as the foundation for the expansion of the tourism and hospitality sector in the years to come. An increasing number of guests are deciding whether to book a stay based upon a property’s carbon footprint, sustainable practices and how it supports the communities in which it operates.

GOLDEN TULIP

Win-win opportunities

The hospitality industry is the backbone of the tourism industry. Each community has the opportunity to highlight a brand’s presence within the area, while every hotel brand can position itself to promote its individual offering and the contribution it can make to the marketplace. These include: talent development; training and development for members of the local community; employment; brand knowhow; standardization; innovation; and the opportunity to promote a destination worldwide.

Develop regional talent

Hospitality is rewarding, but also demanding, so anyone thinking of it as a career will need to feel passionate about the industry. Leaders should always remember that our employees are our most important asset, so engaging with them, empowering and motivating them, and developing talent in the region should be priorities. This also helps to create a positive work environment, which makes it easier to meet the challenges we face. Many entrepreneurs have paved the way for us to learn from their style of leadership. One lesson I think it’s always important to remember is that since our industry is constantly evolving, we must be prepared to keep learning!

Collective promotional efforts

In the last 24 months we have witnessed a welcome post-Covid return in travel to pre-pandemic levels. We are optimistic that hotels will deliver a healthier return on investment and also believe that the increase in properties under construction across the region is a positive sign for the coming years. Collective efforts nationally among stakeholders to promote tourism will help to ensure that the industry retains its position as one of the strongest contributors to GDP.

KEMPINSKI

A future-proofing strategy

Building a strong, consistent brand identity, focused on exceptional guest experiences, impeccable service and innovation, is key to achieving long-term success. It’s also vital to put your people first by investing in selection, staff training and development. Sustainability and community engagement are additional essential priorities for hoteliers today, as is the need to cultivate customer loyalty through personalized services and leveraging technology. Brands positioning themselves for the future must also ensure they maintain high standards and are able to adapt to changing market trends, while still preserving core values.

All-round leadership skills

I see key leadership qualities as including empathy, humility, adaptability, strong communication skills and a customer-centric approach. Leaders should be visionaries, able to inspire and motivate their team, and possess problem-solving skills. Emotional intelligence and the ability to handle stress and make quick decisions are also crucial. I like to remember the saying ‘Excellence is in the next five minutes, not in the future,’ in my work. The Ritz-Carlton co-founder Horst Schulze is someone I look to for inspiration, due to the way that he revolutionized the hotel industry with his commitment to service excellence and his philosophy of treating employees and guests with equal respect and care.

Personalized guest experiences

It’s clear that the hotel industry will see a surge in technology integration, such as AI for personalized guest services and automation, in the coming years. Sustainable practices will become even more critical. I believe there will also be a continued rise in boutique and lifestyle hotels. Health and safety will remain a priority, post-pandemic, and demand for unique, local experiences will increase.

ACCOR

Going beyond accommodation

Turning a hotel brand into a legacy involves creating an emotional connection with guests through memorable experiences and a strong sense of cultural connection. Legacy in our industry is about more than just a name; it’s about the lasting impact on guests’ hearts and minds. Accor currently counts 275 properties across all brands in the Middle East, as well as 111 properties in the pipeline, including branded residences and immersive resorts. Hospitality today for us goes beyond accommodation. It’s about ensuring that guests carry their experiences with them for a lifetime, fostering a sense of cultural connection, tradition and belonging that spans generations.

Lead as you would want to be led

In our fast-paced hospitality industry, leadership requires agility, a clear vision and consistent communication. These pillars provide a stable foundation, guiding the team in understanding how and why we do things, facilitating decision-making. Successful leaders navigate challenges with flexibility, making informed decisions to keep the business on course. Thus, maintaining a blend of clear vision, consistent communication and agility are essential for thriving in dynamic environments. I believe in treating people as you want to be treated. Lead people as you would want to be led. Reward people as you would want to be rewarded. These principles serve as the cornerstone of effective leadership and foster a culture of respect, empathy and excellence.

A welcoming, inclusive environment

We know that the hospitality of tomorrow depends on the sustainable foundations we create today. We thrive by fostering a multicultural and inclusive environment that welcomes all people, empowers team members and cultivates individual and collective innovation and performance. Travelers will increasingly demand personalized experiences and a sense of localization, as they now have access to a wealth of information. Guests will seek authentic interactions, wishing to feel like locals, with services provided by those who know the area best. Consequently, service will continue to evolve, becoming more relaxed and personal. The industry’s future looks promising as it adapts to these trends, which will enhance the overall travel experience.

ROTANA

Building on firm foundations

Offering a personalized service allows us to build a legacy around customer satisfaction and loyalty. We make sure to focus on authentic experiences and connecting guests with the warmth of Middle Eastern hospitality by creating what we describe as moments of treasured time. By putting firm foundations in place, we are able to continuously develop our offerings, enabling us to exceed the expectations of guests in a dynamic industry

Support your team

A strong leader will always have as their main focal point the well-being of each member of their team, motivating them and encouraging them to achieve excellence. Mastering this art involves understanding each of your team members’ capabilities, strengths and aspirations. By building the right rapport with each individual, you can help them to maximize their potential and then collectively achieve success as a team. This chimes with my motto which is to always be the best I can be and, in this regard, I view my father as an ideal role model.

The ‘bleisure’ principle

The region’s hospitality industry is thriving and poised for continued growth, with significant transformation driven forward by technology and sustainability innovations. The MICE sector will continue to play a pivotal role in attracting travelers, buoyed by the number of major sporting and entertainment events, and international trade exhibitions that are taking place in the region. In addition, we anticipate a continued uptick in ‘bleisure’ travel, with guests extending or combining their stays to accommodate business and leisure trips. Overall, we’re excited to witness these trends and explore how we can continue to innovate and cater to the evolving needs of today’s travelers.

MARRIOTT INTERNATIONAL

Leading in the near and long term

Leadership in hospitality is about creating a culture of excellence, where every member of the team feels supported and empowered to deliver unforgettable experiences for our guests. By embodying qualities such as empathy, adaptability and effective communication, leaders can not only drive success in the short term, but also foster a culture of long-term growth and innovation. We must always remember that our people are the most important element of our business. It is imperative that leaders engage with their teams as often as possible to thank them for what they do, ensure they feel empowered and to listen to what they have to say.

The power of positive thinking

I like to adopt a ‘glass half-full’ approach, since I believe that optimism and positivity bring out the best in a situation and help to achieve better results. I also see every problem as providing an opportunity to grow – approaching challenges with tenacity can be a defining factor in achieving success.

Building relationships

Our industry has undergone many changes, however providing a personal, human touch and creating memorable experiences for our guests is as vital today as ever. I also believe that building relationships with guests and partners based on trust will always be the bedrock of the industry. The integration of technology in the industry will continue to advance. Technology has simplified processes and enriched guest experiences through features like mobile check-in and personalized recommendations. The trend for localized experiences, meanwhile, has pushed us to adapt our services, design and offerings, while sustainability is increasingly becoming a key component of travel.