I have been with Hilton for 29 remarkable years, starting my journey as a Front Desk Agent at Hilton in Egypt. It’s fascinating how unexpected moments can guide our paths. A neighbour I once helped with her groceries suggested I explore a career in hospitality. I had never considered working in a hotel before, but her encouragement piqued my curiosity, and I decided to give it a try.
From my very first days at the reception, I felt a strong connection to the industry; it was as if I had found my true calling. Each day brought new adventures, and I quickly realized how fulfilling it was to be part of our guests’ experiences, even if just for a brief moment. I took great joy in brightening their days, celebrating their milestones, and sharing in their important moments. It truly felt like a privilege to contribute positively to their journeys.
Hilton has provided me with an incredible path of growth and learning. I have been fortunate to be part of a family that values both its team members and guests. Over the years, I discovered my passion for revenue management and commercial strategies. Thanks to Hilton’s robust development programs, I was able to progress from a Revenue Manager to the role of Commercial Director.
In 2017, I had the honour of serving as the General Manager of Doubletree by Hilton Doha – Old Town, a pivotal moment in my career. However, my proudest achievement came in 2022 when I led the opening of Hilton Bahrain alongside my amazing team. This experience not only showcased our collective hard work but also reinforced my commitment to creating memorable experiences for both guests and team members.
My journey has been one of continuous learning and growth, and I am excited to see where it will take me next.
1. Brief us about your company and its services. Can you share some insights into your role?
Hilton Bahrain is a stunning 45-story hotel and residences located in the vibrant entertainment district of Juffair. Our upscale property features modern and stylish accommodations, including studios, one- and two-bedroom apartments, and a spacious four-bedroom family suite, all designed with comfortable living areas, fully equipped kitchens, and breathtaking sea views from their balconies.
We take a unique approach to hotel living, having carefully studied the needs and desires of our guests. Hilton Bahrain offers a dynamic urban lifestyle that enhances both personal and social experiences through state-of-the-art facilities, wellness programs, and exceptional culinary offerings, all delivered with our renowned Hilton hospitality. Our property is ideal for vacationers, business travelers, and families alike, ensuring a memorable stay for everyone.
The hotel features distinct dining venues, a wellness centre, bespoke meeting spaces, and recreational facilities, including an outdoor pool, gym, and Jacuzzi. As a pet-friendly property, we strive to create an inclusive environment for all our guests.
Hilton Bahrain is also committed to Hilton’s Travel with Purpose ESG strategy, which focuses on responsible travel and tourism. We champion sustainability and environmental activism within the hospitality sector in Bahrain, proudly adhering to our zero single-use plastic pledge along with various environmental and social projects. Our focus on Travel with Purpose guides us in creating meaningful
social and environmental contributions, from supporting local non-profits to promoting local talent and reducing food waste.
At Hilton Bahrain, we strive to make a difference every day.
2. Can you share a pivotal moment in your career that significantly shaped your leadership style?
I believe in continuous growth, and my leadership style is a reflection of the inspiring leaders I’ve encountered, as well as the evolving landscape of our industry. A pivotal moment for me was when I first took on leadership responsibilities at Hilton. It was then that I realized the importance of empowering team members, a value we hold dear in our organization.
Throughout my 29-year journey, I have witnessed many significant milestones in the hospitality industry, from the introduction of computers for guest check-ins to technological advancements supporting sustainability. Each of these experiences has contributed to shaping and refining my leadership style, which continues to evolve as I learn and grow alongside my team.
3. How is the company leveraging technology to drive innovation and improve its services?
At Hilton Bahrain, we leverage technology as a catalyst for innovation, sustainability, and enhancing the guest experience.
Recently, we launched an EV charging station to support sustainable travel and reduce carbon emissions. This initiative is part of our broader commitment to sustainability, which includes our smart farm and the Winnow system that measures food waste, helping us optimize our menu and minimize waste. Additionally, our water plant project eliminates the need for plastic bottles, providing guests with a more eco-friendly alternative.
These technological advancements not only reflect our dedication to sustainability but also enhance the overall guest experience. For instance, the positive feedback we received about the convenience of the EV charging station demonstrated that sustainability can enrich their stay.
Collaboration has been key in these initiatives. By engaging our team and various stakeholders, we gathered diverse insights and developed effective strategies. This teamwork fostered a sense of shared ownership and pride in our sustainability efforts.
Ultimately, I believe that sustainability and guest satisfaction are interconnected. By aligning our operational practices with our values, we create a hospitality experience that resonates with environmentally conscious travelers. I look forward to continuing this path of innovation and exploring new ways to enhance our guests’ experiences while committing to a healthier planet.
4. How do you foster a culture of innovation and continuous improvement within the company?
Change is an opportunity we must embrace, particularly when it comes to technology and innovation. I lead by example in fostering new ways to enhance the experiences we offer our guests. I encourage my team to think outside the box, reminding them that there’s no box—so they can let their creativity flow. I’m not afraid to explore new trends, as I believe we must continuously evolve with the generation.
To ensure every voice is heard and all ideas are welcomed, I initiated “Coffee with GM,” where I hold one-on-one casual meetings with each team member. This approach allows me to connect with them personally, make them feel appreciated, and encourage them to share new ideas. Through these conversations, I gain valuable insights and foster an environment where innovation thrives.
Additionally, I promote collaboration across departments, encouraging teams to work together on projects. By creating a safe space for brainstorming and open dialogue, we can identify opportunities for improvement and implement innovative solutions. This culture of continuous improvement not only enhances our services but also empowers my team to take ownership of their contributions.
I believe that by nurturing creativity and encouraging a proactive mindset, we can drive meaningful change and enhance our guests’ experiences.
5. What are some of the emerging trends in your sector that you believe will have the most significant impact in the next decade?
One of the key future trends I envision in hospitality is the increasing demand for sustainable solutions. We are in an era where both hoteliers and guests are more aware of and invested in the environmental impact of our operations. This shift is driving the development of innovative technologies that enhance sustainability in ways we never thought possible. At our hotel, we are committed to integrating these sustainable practices into every aspect of our operations, from energy-efficient systems to waste reduction initiatives.
Another significant trend is the evolution of communication with our guests. The days of strictly formal interactions are behind us; today, the relationship between hotels and guests is more approachable and intimate. We recognize the importance of using a language that resonates with younger generations while still being mindful of the preferences of older guests.
To adapt to this shift, we have recently launched Kipsu, a texting and digital messaging platform that allows us to gather immediate feedback from our guests. This real-time communication enables us to respond quickly to their needs and concerns, fostering a more personalized experience. By bridging the gap between us and our guests, we create a welcoming atmosphere that enhances satisfaction and loyalty.
Overall, our preparations for these trends involve a dual focus on sustainability and improved guest engagement. By staying ahead of these developments, we aim to provide exceptional experiences that meet the evolving expectations of our guests while contributing positively to our environment.
6. What are the biggest challenges you foresee for the company in the next five years, and how do you plan to address them?
I don’t foresee challenges; instead, I see opportunities for improvement and growth. Over the next five years, I anticipate the need to create tailored experiences that address the diverse needs of our guests, as personalization is crucial in today’s hospitality landscape.
Through innovation and a dedication to inclusivity, we can craft memorable experiences that resonate with all our guests.
7. How do you stay motivated and continue to grow as a leader?
Every day, I am inspired by our guests and our team members. Knowing that my role is instrumental to both groups motivates me to create memorable experiences that leave a lasting impact. The joy of crafting moments that guests will cherish forever drives my passion for hospitality.
Additionally, being a catalyst for shaping and propelling my team members’ careers—who will become the leaders of tomorrow—fuels my desire for continuous growth. I find immense fulfillment in mentoring and supporting their development, knowing that I play a part in their journey.
My motivation stems from a deep commitment to both our guests and our team. By focusing on creating exceptional experiences and nurturing talent, I continuously evolve in my leadership journey.
8. What is your vision for the next five years, and what steps are you taking to achieve it?
In the coming years, my primary goal is to lead the hospitality industry in innovating guest experiences through new trends and projects that promote sustainability and support local communities. I want our name to be synonymous with fun, breakthrough trends, and sustainability. We take great pride in currently holding the number one spot on TripAdvisor, and we aim to uphold this standard by continually enhancing our services and offerings.
I am particularly excited about the upcoming launch of new food and beverage venues next year. These additions will enrich our vibrant culinary scene and provide guests with outstanding dining and entertainment options that highlight local flavors and culture. By focusing on unique culinary experiences, we not only delight our guests but also foster connections with local producers and artisans, strengthening our community ties.
Furthermore, we are committed to integrating sustainability more into our operations. This includes adopting more eco-friendly practices and leveraging technology to reduce waste and energy consumption.
By prioritizing guest satisfaction and community engagement, we aim to solidify our position as a leader in the hospitality industry and continue to delight our guests in innovative ways. There’s much to look forward to!
9. What advice would you give to young professionals aspiring to enter the industry?
My advice to young professionals aspiring to enter the hospitality industry is to dream big! Set ambitious goals for yourself and don’t be afraid to pursue them with passion and determination.
Be a trendsetter rather than just a follower. Stay informed about emerging trends and innovations in hospitality. Embrace creativity and think outside the box; this industry thrives on fresh ideas and unique experiences.
Seek inspiration from various sources. Whether it’s industry leaders, books, or travel experiences, let these influences shape your vision. At the same time, aim to inspire those around you. Share your ideas with colleagues and engage in discussions that foster creativity and collaboration.
Finally, prioritize continuous learning. The hospitality industry is always evolving, so invest in your personal and professional growth. Attend workshops, seek mentorship, and embrace every opportunity to learn from your experiences.
By combining ambition, creativity, and a commitment to growth, you can carve out a successful and fulfilling career in hospitality. Remember, your enthusiasm and innovative spirit can make a significant impact in this vibrant industry!
10. What is that one quote you absolutely live by or find helpful? This question has guided me my whole career until this very day, will it spark joy?
I have always believed that happy team members create happy guests. So in every decision I make, I ask myself this question: will my actions spark happiness and positivity to my team members and therefore spread to our guests?
As we empower our team members, I always give them this final thought, to ask themselves this question whenever they make a decision. After all, joy and positivity are what we want to leave our guests and team members with.