With a career that began as a steward, Mohammed Ali has risen through the hospitality ranks to his current role as Director of Operations at Sun Siyam Olhuveli, driven by a passion for delivering exceptional guest experiences. His extensive background spans guest relations, risk management, and quality control, allowing him to oversee operations with a focus on continuous improvement.
In this interview, Mohammed discusses his leadership approach, the importance of sustainability in hospitality, and how he motivates his team to create lasting, meaningful guest experiences at the resort.
I began my journey in hospitality with humble beginnings as a steward, where I developed a deep appreciation for the intricacies of guest service and operations. From there, I transitioned to the front office, gaining invaluable experience in guest relations and daily hotel management. My passion for ensuring excellence led me into risk management and quality control, where I worked on streamlining processes and driving continuous improvement across departments.
With dedication and a desire to make a broader impact, I pursued management training, immersing myself in the core pillars of hotel operations—Front Office, Housekeeping, and Food & Beverage. This comprehensive training gave me a deep understanding of how these areas interconnect to create seamless guest experiences. In my current position as Director of Operations, I apply this rich background to oversee the dynamic field of hospitality, focusing on elevating standards, optimising efficiency and ensuring that every guest takes home cherished memories.
Leadership isn’t rocket science—it’s about people. As a Director of Operations, my philosophy is rooted in empowerment. I believe a true leader stands at the foundation, carrying the weight and supporting the team so they always feel the leader’s presence, guidance, and unwavering support. I strive to share best practices and lead by example, fostering an environment where everyone feels involved and valued at every decision-making stage. When people feel their voices are heard, and their contributions matter, they are motivated to perform at their best. Leadership, to me, is about creating a collective sense of purpose, trust, and inspiration that drives success together.
As the Director of Operations, I’ve understood that our greatest challenge today isn’t just about recruiting talent—it’s about finding individuals with the right attitude. Skills and knowledge can be developed, but a positive attitude and a genuine desire to grow and serve are qualities that come naturally. This is what I prioritise most. When employees embrace this mindset, they can overcome any challenges and really excel.
With a strong willingness and positive attitude, our training programs serve as effective growth tools. While consistent monitoring refines skills, true success hinges on an employee’s eagerness to learn and improve. Without that, even the best training falls short.
Our guest experience is rooted in these same values. It’s not just about service; it’s about building genuine connections that enhance the guest’s journey and create lasting memories. A team with the right mindset brings ease, warmth, and authenticity, making every guest feel valued and cared for. This is at the heart of what we do and is why attitude is key to our success.
Exceptional service comes from empowering employees to take ownership of the guest journey. By fostering a culture where their ideas are heard and acted upon, we unlock their potential to enhance the guest experience. Supporting them at every step ensures they feel valued and confident in their roles.
Staying informed and adaptable to market shifts is critical to maintaining operational alignment and driving efficiency. By continuously studying trends and industry changes, we position ourselves to lead with agility and foresight.
Guest feedback, whether positive or constructive, is a valuable growth tool. By involving the whole team in the improvement process, we enhance our service and strengthen our commitment to excellence. This collaborative approach creates a responsive environment that thrives on progress.
Sustainability has become a fundamental aspect of modern tourism. In my role as Director of Operations, I’ve focused on implementing initiatives that integrate eco-friendly practices into our daily operations. My ongoing PhD research on the importance of customer experience in sustainable tourism has deepened my understanding and commitment to these initiatives.
We’ve taken significant steps, such as eliminating single-use plastics and reducing energy consumption through smarter technologies and energy-efficient systems. These measures not only contribute to environmental preservation but also enhance the overall guest experience by aligning with their growing eco-conscious expectations.
Educating and engaging all stakeholders—employees, guests, and suppliers—is crucial for embracing sustainability at every level. By fostering a culture of environmental responsibility, we make sustainable practices second nature in our daily operations and long-term planning, driving operational efficiency and positive environmental impact.
My long-term vision is to be a pivotal force in driving the sustainable growth of the tourism industry, ensuring that we not only provide unforgettable experiences for our guests but also safeguard the environment and community that we depend on. I believe it’s essential to lead with a focus on sustainability while celebrating life’s milestones with my family and guests alike.
I am deeply concerned that current industry practices could cause significant, irreversible damage if not addressed quickly. It’s essential for all stakeholders, including government bodies, to strengthen policies and collaborate to mitigate these risks. The rapid growth of tourism in the Maldives has surpassed expectations, and with global competition increasing, we need a strategic plan to ensure our survival and success.
Looking ahead, the role of operations will play a critical role in our journey. We must embrace innovation to create collaborative, digital processes that enhance the guest experience while maintaining the genuine human touch of hospitality. Operations will evolve from a supporting function to a key partner in our business’s survival and growth, driving efficiency, guest satisfaction, and long-term sustainability. By staying agile and responsive to market demands, we can lead the future of tourism.
