‘If a guest has to ask, the moment is already lost’: Mariyam Shaghaf’s intuitive service at The Ritz-Carlton Maldives, Fari Islands

By Maaish Mohamed and Mariyam Saliya Mohamed

At The Ritz-Carlton Maldives, Fari Islands, where service is redefined through culture and connection, the role of Aris Meeha carries unique significance. Rooted in Maldivian tradition and adapted to meet the expectations of modern luxury travelers, the Aris Meeha is more than a butler—it is a companion, a guide, and a storyteller. Mariyam Shaghaf, recently named ‘Concierge and Guest Services Personality of the Year’ at the Hotelier Maldives Awards 2025, embodies the essence of this role with quiet confidence and deep intention.

“This award is incredibly humbling,” Shaghaf says. “To me, it is more than just a title—it’s a reflection of the love, passion, and purpose that shapes every moment of being an Aris Meeha.” For her, the recognition is not about personal acclaim, but about affirming the value of emotional intelligence and meaningful service in a hospitality landscape often focused on scale and spectacle. “It honours not just me,” she continues, “but the spirit of heartfelt service that defines our role.”

The Aris Meeha is not a conventional butler. The role draws from the history of Maldivian royal aides and integrates a philosophy of personalised connection. “We don’t just serve—we anticipate, personalise, and connect,” Shaghaf explains. “We are storytellers, sharing the beauty of Maldivian culture and forming deep, lasting relationships with our guests.” Each interaction is an opportunity to build trust, to observe and learn, and to create moments that feel seamless yet resonate long after the guest has left the island.

Shaghaf’s career in hospitality began in 2013 at Cheval Blanc Randheli, where she worked as a housekeeping coordinator. A pivotal moment arrived when she was asked to assist a visiting etiquette and protocol trainer from France. “One day, she asked me to unpack her luggage,” Shaghaf recalls. “I had never done that before, but I tried. The next day, she said I had done it well—and from that moment, she kept me by her side for all her training sessions.” The trainer saw potential in her and told her, “One day, I want you to become a butler.” That encouragement stayed with Shaghaf and set her on a path of service anchored in empathy and precision.

Over the years, she cultivated an approach that prioritised intuition over instruction and care over routine. This philosophy now defines her work as Aris Meeha. A significant part of her role involves anticipating needs and crafting personalised moments that reflect a deep understanding of each guest. “If a guest has to ask for something,” she says, “the moment is already lost. Anticipating it is what touches their heart.”

This commitment is evident in the experiences she creates. She recalls one guest who came to the resort to propose. The couple later returned to celebrate their wedding with family and friends. “I found a photo from their photographer and created a framed skymap that captured the stars’ alignment above The Ritz-Carlton Maldives, Fari Islands at the exact moment of their wedding,” she says. She presented the framed gift to them upon their departure. “It made them cry. They were so touched by the meaningful keepsake.”

Another moment involved a child who had stayed in several The Ritz-Carlton properties. After the boy declared the Fari Islands as his favourite, Shaghaf created a custom The Ritz-Carlton “passport” for him. It was filled with personalised touches like his name, his interests, and the logos of other The Ritz-Carlton properties he had visited. Upon presenting it, she stamped it with The Ritz-Carlton Maldives, Fari Islands stamp. “I asked him to get it stamped at the future The Ritz-Carlton hotels he visits so he can keep it and adore it even after he grows up,” she shares. “It was such a touching moment for the family; they all loved it.”

These gestures are not born from policy or protocol but from attentiveness and observation. “I listen more than I speak,” Shaghaf notes. “I observe, I learn, and I build trust slowly but consistently.” Her rapport with guests is based not on performance but on presence—being consistently available, emotionally aware, and sincere in her responses. “It’s not about doing too much too soon. It’s about being there, consistently, with heart and, most importantly, being genuine.”

For Shaghaf, the qualities that define a successful Aris Meeha begin with empathy. “You need to understand a guest’s experience from their perspective,” she explains. This requires mirroring their mood, recognising emotional cues, and responding without intrusion. Intuition, patience, and cultural awareness also play a central role. “Some guests don’t open up right away, and it takes patience and sensitivity to earn their trust.”

Her understanding of Maldivian culture helps her guide guests beyond curated experiences. “I share stories with guests about how, during low tide, we could walk from our island to a nearby uninhabited island—catching octopuses and going on picnics when I was a kid. The guests find these stories very fascinating,” she says. “These are stories guests never forget, because they give them a real connection to the Maldives, beyond the resort.”

When asked about unusual or complex guest requests, Shaghaf prefers not to view them as challenges. “Some guests save for years just to visit the Maldives—it’s a dream of a lifetime,” she says. “So, to me, it’s about meeting expectations with care and grace.” She recalls a father traveling alone with his two daughters. “Seeing their energy and love for riddles, I created a customised treasure hunt around the island with clues based on the resort. Each solved riddle earned them a voucher for meaningful gifts like hair braiding—things their father couldn’t easily offer on his own. It gave the girls a fun and memorable experience, and the father a rare chance to relax.”

Her approach to staying informed about resort offerings is equally intentional. “I speak regularly with different teams—whether it’s at La Locanda, the spa, or the dive centre—and I ask guests what they enjoyed,” she explains. This helps her recommend experiences that match individual preferences. Curiosity, for her, is not just a trait—it is a method for delivering relevance in every encounter.

Shaghaf hopes to build on the foundation that brought her here. “This award has inspired me to give more—from the heart,” she says. “I want to guide and mentor the next generation of Aris Meehas, showing them how to serve with passion and sincerity.” She also sees opportunities for personal growth through global exposure. “Wherever I go, I’ll always carry the spirit of the Maldives with me.”

To those considering a career in luxury guest services, her advice is rooted in authenticity. “You have to fall in love with service first. It’s not about the idea of luxury—it’s about the joy of creating unforgettable moments for others,” she says. “Do it because you want to, not because you have to. If you treat it like just a job, it won’t be meaningful. But if you live it with passion, that’s where the magic truly begins.”

Across her twelve years in hospitality, Shaghaf has remained grounded in a simple but powerful principle: that genuine care, delivered quietly and consistently, forms the foundation of unforgettable guest experiences. Her journey as an Aris Meeha offers a window into a form of service that is less about being seen and more about seeing—guests, moments, and opportunities for connection.

In a world where automation and efficiency increasingly define hospitality trends, Mariyam Shaghaf’s work is a reminder that some of the most enduring impressions are still made by people who care enough to look, to listen, and to act—without being asked.