From intern to innovator: Malsa Shiyam at The Ritz-Carlton Maldives, Fari Islands

Behind the serene luxury and impeccable service of The Ritz-Carlton Maldives, Fari Islands, lies the dedication of talented individuals like Malsa Shiyam. As a Front Office Supervisor, Malsa has carved a path defined by passion, resilience, and an unrelenting commitment to hospitality. Her journey serves as an inspiration for aspiring hoteliers in the Maldives and beyond.

Malsa’s fascination with hospitality began early in life, sparked during a family vacation when she was just five years old. “I vividly remember standing at the grand reception desk, mesmerised by the energy around me,” she recalls. A small yet impactful gesture from the General Manager—allowing her to stand behind the desk—left a lasting impression. For young Malsa, that moment symbolised the grandeur and excitement of the industry, planting the seed for a future career.

Years later, this curiosity blossomed into a full-fledged passion. After completing her education in Malaysia, Malsa returned to the Maldives to begin her professional journey. Her first step into the hospitality world came through an internship at the prestigious Cheval Blanc Randheli. It was here that her love for Front Office operations was solidified. “Interacting with guests from diverse backgrounds was incredibly fulfilling. I knew then that this was my calling,” she shares.

Following her internship, Malsa’s career trajectory saw her gaining valuable experience at some of the most renowned properties in the Maldives. From Cheval Blanc Randheli, she moved on to One&Only Reethi Rah, and later to The St. Regis Maldives Vommuli Island. Each role added new dimensions to her skill set and tested her adaptability. Her transition to The Ritz-Carlton Maldives, Fari Islands, marked a turning point. Joining the resort as part of its pre-opening team in 2021, she began as an At Your Service Agent. Within just six months, her exceptional performance and leadership qualities earned her a promotion to Front Office Supervisor.

In her current role, Malsa leads a dynamic team of six, ensuring that every guest interaction reflects The Ritz-Carlton’s legendary service. “One of the most rewarding aspects of my role is supporting my team. I believe fostering a positive and motivating environment helps everyone strive for their best,” she explains.

Malsa’s leadership philosophy is rooted in empathy and open communication. She emphasises leading by example, stepping in to assist her team during busy periods, and maintaining an open-door policy. “When your team feels valued and supported, it reflects not only in their performance but also in the guest experience,” she notes. This approach has proven instrumental in navigating the challenges of her career. From adapting to the multifaceted responsibilities at The St. Regis Maldives to the rigorous demands of a pre-opening property, Malsa has demonstrated resilience and a willingness to learn. Reflecting on her pre-opening experience at The Ritz-Carlton Maldives, she describes it as a period of intense growth. “It was a challenging time, especially during Ramadan and amid the pandemic. But it was also one of the most rewarding phases of my career,” she shares.

At The Ritz-Carlton Maldives, innovation and sustainability are at the heart of the guest experience—values that resonate deeply with Malsa. The property was the first Marriott location to implement a paperless check-in process using iPads, a move that enhanced efficiency while reducing waste. Another initiative close to Malsa’s heart is the creative repurposing of used coffee grounds into coffee scrubs. “It’s a perfect example of how luxury and sustainability can coexist,” she says. These efforts not only elevate the guest experience but also align with the growing demand for environmentally conscious practices in the industry. “Sustainability isn’t just a trend—it’s the future,” Malsa asserts. “Guests increasingly value properties that make a positive impact on the environment, and it’s incredibly fulfilling to be part of that change.”

In addition to sustainability, The Ritz-Carlton Maldives places a strong emphasis on celebrating Maldivian culture and giving back to the community. From incorporating local traditions—such as using the term ‘Aris Meeha’ for butlers and welcoming guests with the sound of the sangu (a traditional Maldivian horn)—to initiatives like donating computers to local schools, the resort fosters a deep connection with its surroundings. “Seeing the creativity of local students during art competitions using recycled materials is incredibly inspiring,” Malsa shares. These efforts underscore the property’s commitment to making a difference beyond its luxurious offerings.

As a professional in the industry, Malsa is optimistic about the future of hospitality in the Maldives. She is particularly heartened by the increasing focus on inclusivity. “It’s wonderful to see more women joining the industry, and I hope to see more in leadership roles,” she says. Malsa is also committed to mentoring the next generation of hoteliers. Drawing from her own experiences, she provides her team with regular feedback, growth opportunities, and unwavering support. “My goal is to inspire and uplift others, just as my mentors did for me,” she explains.

Despite her demanding role, Malsa prioritises work-life balance. Living on the Fari Campus, just a short distance from the resort, allows her to unwind and explore her passions. “In my free time, I enjoy playing the guitar, exploring music, reading, and watching series. It’s important to recharge and nurture your interests outside of work,” she says.

For aspiring hoteliers, Malsa offers simple yet powerful advice: “Stay curious and open to learning. Build strong relationships and don’t be afraid to step out of your comfort zone. Challenges will only help you grow.” As she continues to excel in her career, Malsa embodies the essence of modern hospitality—blending innovation, culture, and community. Her journey, from a fascinated five-year-old to a leader at The Ritz-Carlton Maldives, is a testament to the limitless possibilities that come with passion and determination. “Stay confident, keep pushing forward, and you’ll find endless opportunities to grow,” she advises.