Meet Abdulla Wisam, a dedicated hospitality professional with over a decade of experience in the luxury resort industry. Currently serving as the Director of Rooms at COMO Cocoa Island, he has a proven track record of driving operational efficiency and profitability while ensuring seamless guest experiences.

Wisam’s passion for continuous improvement and nurturing relationships make him a valuable asset in the competitive world of hospitality. In this exclusive interview, Wisam talks about his professional journey, discussing the strategies that have driven his success and his vision for the industry’s future.

Can you walk us through your career progression in the hospitality industry? What motivated you to pursue a career in this field?

Restaurant Waiter, where I gained my first taste of the world of hospitality. In 2004, I moved to Meeru Island as an Outlet Cashier, later promoted to Night Auditor. By 2006, I was at Four Seasons Landaa Giraavaru as a Recreation Attendant, eventually promoted to Recreation Supervisor and then Front Office Supervisor. After 05 Years at Recreation, I was transitioned to Front Office as a Front Office Supervisor, recognised for my skills and positive guest feedback. This paved the way for my role at The St. Regis Maldives as the Assistant Front Office Manager on the pre-opening team. In February 2017, I took on the position of front office manager at Milaidhoo Maldives. I joined Raffles Maldives in 2019 as a Front Office Manager, playing a crucial role in the pre-opening team and leading front-of-house operations.

After a brief tenure at The Standard Maldives as the Front Office Manager, which ended due to the resort’s COVID closure in February 2020, I joined COMO Cocoa Island in October 2021 as Front Office Manager. My dedication and leadership led to my promotion to Director of Rooms. Since January 2024, I have taken on the responsibility of managing all operations at COMO Cocoa Island in the absence of a General Manager, ensuring that both guests and staff have a seamless and exceptional experience.

Can you describe a typical day in your role as Director of Rooms?

I begin each day by leading morning briefings with department heads to align priorities, including guest arrivals, special requests, and events. After these discussions, I attend all arrivals and departures, ensuring a smooth transition for our guests. I conduct thorough property walkthroughs, inspecting public areas and guest rooms to uphold cleanliness and maintenance standards. Whenever possible, I engage with guests in the lobby or other public spaces, actively addressing any concerns or feedback they might have. If escalated issues arise, I focus on resolving them quickly and satisfactorily. I also prioritise coaching and providing feedback to team members, fostering a positive work environment. In addition, I analyse guest feedback and reviews to pinpoint areas for improvement and plan the next day’s operations, including special preparations for VIP guests and events.

During your tenure at COMO Cocoa Island, what key initiatives have you implemented to enhance guest satisfaction?

I prioritise delivering tailored services that cater to individual guest preferences, such as customising room settings and offering personalised dining options. Comprehensive staff training in customer service is crucial to ensuring guests receive a warm and welcoming experience, and I prioritise implementing this training effectively. Additionally, I utilise technology to streamline check-in and check-out processes, enhancing convenience for our guests. Recognising the importance of sustainability, I have implemented eco-friendly practices that resonate with environmentally conscious travellers. By establishing systems for gathering and analysing guest feedback, we continuously improve our services, allowing us to exceed expectations and create memorable hospitality experiences. Furthermore, I implemented systems to gather and analyse guest feedback, allowing us to improve our services and continuously exceed guest expectations.

What are your professional goals for the next five years, and how do you see yourself evolving within the hospitality industry?

Over the next five years, my professional goals within the hospitality industry focus on growth, innovation, and leadership. I aim to deepen my expertise in key areas such as customer service excellence, digital marketing, and sustainable practices. This involves continuous learning through courses, workshops, and hands-on experience to stay alongside industry trends and technologies. Ultimately, I want to be at the forefront of redefining guest experience standards. This involves understanding evolving guest needs and preferences and creating memorable, personalised experiences. By pursuing these goals, I aim to contribute significantly to the hospitality industry while positioning myself as a forward-thinking leader committed to excellence and innovation.

How do you maintain morale and focus during high-pressure periods, such as peak seasons?

Setting clear goals helps us define our objectives and prioritise our tasks effectively. By breaking larger projects into smaller, manageable steps, we can stay focused and reduce feelings of overwhelm. As a leader, I strive to lead by example, demonstrating calmness and clarity, which fosters a positive environment where everyone feels empowered to contribute their best.

If you could implement one major change in the hospitality industry, what would it be and why?

I would focus on enhancing sustainability practices across all operations. This change would involve adopting eco-friendly initiatives such as reducing waste, conserving water and energy, sourcing locally and ethically, and minimising carbon footprints.

The reason for this change is multifaceted. Firstly, the hospitality industry has a significant environmental impact, and improving sustainability can help mitigate this. Secondly, there is a growing demand from consumers for environmentally responsible businesses, and meeting this demand can enhance brand reputation and customer loyalty. Lastly, sustainable practices often lead to cost savings in the long run, benefiting businesses financially. By prioritising sustainability, the hospitality industry can contribute positively to the environment while aligning with evolving consumer values and achieving operational efficiencies.