Navigating hospitality operations: Sun Siyam Olhuveli Maldives’ Director of Operations Mohamed Ali

Mohamed Ali’s career in hospitality began with a foundational role that shaped his understanding of operations. Starting as a steward, he developed an appreciation for the finer details of guest service. This early experience provided him with insights into the importance of operational efficiency and teamwork. Transitioning to the front office, he gained hands-on experience in guest relations and hotel management, which deepened his understanding of service delivery.

His career trajectory took him into risk management and quality control, where he focused on streamlining processes and fostering continuous improvement. Recognising the need for a well-rounded operational perspective, he undertook management training across Front Office, Housekeeping, and Food & Beverage. This holistic exposure allowed him to understand the interconnected nature of hotel operations. Today, as the Director of Operations at Sun Siyam Olhuveli Maldives, he oversees resort functions, ensuring high standards of service and efficiency.

For Mohamed, leadership is about empowerment. “Leadership isn’t rocket science—it’s about people,” he explains. He believes a leader should provide a strong foundation, supporting the team in a way that ensures their presence is felt without being overbearing. By leading through example and fostering an inclusive environment, he encourages team members to take ownership of their roles.

A core aspect of his leadership approach is making employees feel valued and involved in decision-making processes. “When people feel their voices are heard and their contributions matter, they are motivated to perform at their best,” he says. This philosophy helps in building a cohesive and motivated team that consistently delivers high-quality service.

Running a luxury resort comes with its own set of challenges, but for Mohamed, one of the most significant is talent acquisition. “Our greatest challenge today isn’t just about recruiting talent—it’s about finding individuals with the right attitude,” he states. He emphasises that skills can be developed through training, but a positive attitude and willingness to learn are crucial.

His approach to overcoming this challenge is centred on structured training programmes and continuous monitoring of employee progress. He believes that when employees are willing to grow and adapt, they can bridge any skill gaps effectively. “Without the right mindset, even the best training cannot lead to meaningful progress,” he notes.

Beyond internal challenges, ensuring seamless guest experiences remains a priority. He underscores the importance of genuine human connections in hospitality. “It’s not just about providing service—it’s about fostering genuine human connections that elevate the guest journey,” he explains. By embedding this philosophy into daily operations, he ensures that guest interactions are memorable and meaningful.

A key component of Mohamed’s operational strategy is enabling employees to take ownership of the guest journey. “The key to driving exceptional service lies in empowering employees,” he says. He believes that when staff feel valued and supported, they are more likely to take initiative in enhancing guest experiences.

Keeping up with industry trends is also essential. By monitoring market shifts, he ensures that the resort remains adaptable and aligned with guest expectations. Guest feedback is another critical tool. “Guest feedback, both positive and constructive, is a gift—a powerful tool for growth,” he explains. By involving the team in the process of improvement, he fosters a culture that embraces continuous development.

Sustainability has become a major focus in the hospitality industry, and Mohamed has played an active role in implementing eco-friendly practices at the resort. His ongoing PhD research on customer experience in sustainable tourism has reinforced his commitment to integrating environmental responsibility into daily operations.

“We’ve taken significant steps, such as eliminating single-use plastics and reducing energy consumption through smarter technologies,” he says. He views these measures as beneficial not only for environmental conservation but also for aligning with guests’ increasing preference for sustainable travel.

Beyond operational adjustments, Mohamed prioritises educating and engaging all stakeholders—employees, guests, and suppliers—on sustainability initiatives. He believes that fostering a culture of environmental responsibility ensures that sustainable practices become an integral part of resort operations. “By fostering a culture of environmental responsibility, we ensure that sustainable practices become second nature in everything we do,” he states.

Mohamed’s long-term vision for Sun Siyam Olhuveli Maldives is to contribute to the sustainable growth of the tourism industry. “My long-term vision is to be a pivotal force in driving the sustainable growth of the tourism industry,” he explains. He stresses the importance of balancing guest satisfaction with environmental preservation.

However, he also acknowledges concerns about the industry’s rapid expansion. “I am deeply concerned that current practices in the industry could lead to significant and irreversible damage if not addressed swiftly,” he warns. He calls for stronger policies and collaboration among all stakeholders to mitigate risks and ensure sustainable growth.

Looking ahead, he anticipates that the role of operations will continue to evolve. The integration of digital solutions and data-driven decision-making will become more prominent, enhancing efficiency while maintaining the human touch that defines hospitality. “Operations will no longer be just a supporting function; it will become a major key partner in the survival and growth of the business,” he notes.

By staying agile and responsive to market demands, Mohamed believes that Sun Siyam Olhuveli Maldives can continue to lead the way in shaping the future of hospitality in the Maldives. His approach—rooted in leadership, innovation, and sustainability—ensures that the resort remains well-positioned to navigate the challenges and opportunities ahead.