What does it take to assemble a world-class hospitality team? 

Those of you who follow my social media accounts will no doubt have gathered that I’m an avid traveller. Whether I’m returning to one of my favourite vacation spots or exploring an entirely new locale, there are few things in life I enjoy more than immersing myself in a destination and its culture. 

However, my passion for the tourism industry extends beyond my experiences as a guest. High-end hospitality also represents a central component of my professional life. As Managing Director at DAMAC Properties, I am responsible for numerous premium destinations including the upcoming Mandarin Oriental Bolidhuffaru Reef Resort in the Maldives, and as Founder and CEO of Amali Properties, I am working to make luxury resort living a reality for high-net-worth homebuyers in Dubai. 

Constructing an opulent hotel with cutting-edge amenities is a vital part of creating an unforgettable luxury resort, but it is by no means the only consideration. Premium destinations also require personnel who are capable of ensuring seamless operations and bringing the guest experience to life. 

So, which skills, behaviours and attributes should you prioritise when assembling a world-class hospitality team? 

Local knowledge, international experience 

Catering to the requirements of travellers from around the world while delivering guest experiences steeped in local heritage and culture is never easy, but it is essential if you want to create a truly unforgettable resort experience. 

When assembling your team, my advice is to begin by focusing on bringing together a diverse workforce. Your goal should be to attract and retain multilingual employees who possess high levels of cultural awareness and sensitivity. Consider your key source markets and recruit accordingly, but don’t underestimate the importance of embracing and developing local talent. 

Once you have selected your personnel, focus on training and educating each staff member to ensure they have the knowledge and tools necessary to bring your destination to life. From the customs and history of surrounding communities to the cuisines and pastimes popular in the area, the best hospitality teams are adept at delivering authentic local experiences that guests remember for the rest of their lives. 

Obsessive attention to detail 

Ask anyone from the premium hospitality segment what they think is most important to the guest experience, and the chances are their response will include the words ‘attention to detail’ – so much so that this has become somewhat of a cliché within the industry. That doesn’t make it any less true. 

While the absence of elements such as high-quality interior décor, haute cuisine and state-of-the-art amenities can certainly detract from the guest experience, their presence is not sufficient to exceed the expectations of the modern luxury traveller. Attention to detail has the power to elevate your resort from being ‘just another nice hotel’ to one that guests will remember and revisit time and time again. 

I’m not just talking about presentation and cleanliness; I’m referring to ultra-personalised guest experiences and interactions. Ensure your personnel gather relevant data and maintain detailed records of customer preferences. In addition to keeping track of special occasions such as birthdays and anniversaries, my favourite resort teams understand how my family and I like our rooms to be prepared, they know about our favourite foods and drinks, and they create bespoke itineraries based on the activities we have enjoyed during previous visits. 

This level of attention to detail makes people feel less like customers and more like valued guests. And guests who feel appreciated are far more likely to stay at your resort again in the future.  

A genuine passion for service 

As is the case in various industries, the best hospitality professionals are those who derive genuine satisfaction from being of service to others. Regardless of the sector in which I’m operating, I take pride in going the extra mile to exceed the expectations of my customers, and I always strive to build teams that share my passion. In my opinion, this particular attribute cannot be taught, so when you find service-oriented individuals, do whatever you can to recruit them. 

Try to hire team members who are prepared to take the initiative and think creatively in order to deliver unparalleled service. If someone is fond of saying, ‘That’s not part of my job description’, they’re unlikely to excel at a luxury resort. You should also be on the lookout for candidates who are committed to lifelong learning. They need to be adaptable and resilient with a proactive approach to problem-solving. Finally, seek out effective communicators and active listeners. These individuals are not only more likely to exceed your guests’ expectations, but they will also prove invaluable in de-escalating and resolving situations should a complaint arise. 

Ultimately, the world’s best luxury destinations are not built on features or amenities. Excellence in this sector stems from the people who staff the resorts. It’s perfectly possible to spend tens of millions of dollars developing a glittering hotel in the most breathtaking of locations, but if guests receive substandard levels of service during their stay, that’s what they’ll remember. 

Conversely, if you succeed in assembling a hospitality team with both local and international expertise, superior attention to detail and an unwavering commitment to the guest experience, you’ll be well on your way to building a loyal base of customers who return to your resort year after year.