Shaping first impressions: Hussain Waheed on two decades of service at One&Only Reethi Rah

By Maaish Mohamed and Mariyam Saliya Mohamed

When Hussain Waheed joined One&Only Reethi Rah in 2002, he could not have imagined that more than two decades later he would still be at the forefront of shaping the guest journey at one of the Maldives’ most recognised resorts. Today, as Airport Manager, he is one of the first faces guests encounter when they arrive, setting the tone for the seamless and personalised experience that defines the property. For Waheed, the longevity of his career is not about routine but about a continuous hunger to learn, adapt, and serve. “My passion began with people. I genuinely love people, and hospitality gave me the right stage to turn that into a profession. When I joined One&Only in 2002, I discovered a place that felt like school and home at the same time. Every day became an educational day where the guest is my teacher and our leaders, trainers, and colleagues are legacy makers who shape you with guidance and standards. That belief kept me hungry to learn, to bring my own style, and to keep faith, because faith drives you in the right direction.”

The path that led him to this point was defined by strong mentorship, structure, and discipline. He recalls that in his early days, the emphasis on clarity and leadership instilled a sense of confidence that shaped his philosophy. “Early on I learned the power of a yes attitude. Strong leadership gave me energy, clear guidelines, and confidence that I could go further. That period was my true school. It taught me to combine discipline with heart, to keep saying yes and to keep learning. I never considered myself different, but the culture and the team made me believe I could become the professional I am today. The core of my philosophy has not changed. Lead with empathy, take ownership, and treat challenges as opportunities to create memories, not just to solve problems.”

The role of Airport Manager at a resort like One&Only Reethi Rah extends far beyond logistics. It is about managing tone, emotion, and expectation from the moment a guest touches down. Waheed sees it as a craft built on human connection, as much as process. “We work from the heart. SOPs matter, but what differentiates us is personal character and genuine connection. From touchdown, we track flights, greet guests, assist where possible with formalities, manage luggage end to end, and tailor the pace to the guest’s energy. The goal is to remove worry and create calm. Over the years we introduced small but powerful touches that turned logistics into hospitality.” He gives an example of how simple gestures grew into part of the culture of the team. “One example is our farewell. I began standing with my hand on my chest and waving guests off. At first people laughed, then other teams started doing it because it felt sincere. We also challenged the old habit of waiting behind a signboard and refined our escorting from seaplane or terminal to departure so that the last five minutes feel colourful, human, and cared for. These details, plus consistent coordination with stakeholders, transform arrivals and departures into something guests remember and want to return for.”

Waheed’s ability to anticipate unspoken needs is often mentioned by colleagues and guests alike. He attributes this to observation, listening, and flexibility. “It comes from observation, listening, and reading the room. We study guest profiles before arrival and then adjust in the moment. The truest test is when travel is difficult. During rough weather, families are tired and expectations are fragile. That is the time to show the beauty of service.” He remembers one incident where this instinct turned a stressful moment into a positive memory. “I remember quietly arranging a brief lounge break for a family with an overwhelmed child, bringing a small toy, and spacing the transfer so they could breathe. A week later the parents told me that tiny decision changed their whole holiday. Moments like this prove that empathy and timing turn a process into care. Every challenge is a lesson and an invitation to improve quality.”

Beyond guest service, Waheed is also known as a mentor and motivator to his team. His leadership style is defined by presence and example. “I lead by being hands on, present, and approachable. We are not only moving bags and boats. We are shaping emotions and memories. I tell new colleagues that four pillars carry you far. Faith, hard work, dedication, and love for the job. Add a yes attitude, and you have a foundation you can build a career on. I ask them to be consistent, humble, and hungry to learn. The line I repeat often is simple. Service never gets old. If we keep that spirit, standards rise and the guest always feels it.”

His dedication has not gone unnoticed, with accolades including the 2018 MATATO People’s Edition Award and the recognition as Airport Representative of the Year. For Waheed, such awards are not an endpoint but a reminder of the responsibility they bring. “It is humbling and energising. There are many exceptional professionals in the Maldives, so I am grateful for the trust of our management and peers. Awards open doors but they also raise the standard you must keep. They remind me to stay young in mindset and to represent our resort and country with pride. Most of all, they affirm that dedication and genuine service are noticed, and they push me to keep raising the bar for the guest, not for the trophy. Service never gets old.”

A critical element of his work is collaboration with partners across the industry, from travel agencies to embassies. He believes professionalism is rooted in reliability and personal connection. “Respect, responsiveness, and reliability. I stay close to local DMCs, international operators, embassies, and airport stakeholders. We coordinate constantly, honour promises, and communicate early when the plan must change. I also believe in face value in the best sense. Show up in the market, be the same person at the airport, and keep the connection personal. That consistency is how you build trust and keep the journey seamless from the first hello to the last wave.”

His perspective after more than two decades in the role also provides insight into how the industry itself has changed. He observes that luxury travellers’ expectations have evolved significantly. “Ultra luxury travellers expect personalisation, privacy, and effortless flow. Basic is not enough. They want land side service to mirror what they feel on the island. That means stronger facilities and better integrated third party support, including more tailored handling for private jet arrivals in cooperation with our stakeholders. We work daily to uplift the processes around us so every step reflects the same ultra luxury promise guests receive at One&Only Reethi Rah.”

Having won Airport Representative of the Year at Hotelier Maldives Awards 2025, Waheed has also been described as a legacy maker for Kerzner International, a term he interprets in collective terms. “Legacy is a team sport. It is not one person. It is a culture you protect every day. To me it means staying hungry for service, working hand in hand with stakeholders, and pushing airport standards so that our benchmark remains visible across the Maldives. It also means accepting responsibility once people know your face and keeping the standard high because others look to you for the example. Above all, it is the principle I share with the younger generation. It is not how good you are; it is the character you build.”

When asked what continues to drive him after so many years, Waheed does not hesitate. “The smile at the beginning or the end of a journey. That is what drives me. Every day brings a new challenge and a new chance to make it personal. Looking ahead, my focus is to keep One&Only Reethi Rah as the benchmark, to uplift details day by day, and to deepen coordination with partners so land side service mirrors our ultra luxury standard. I am grateful to our leadership, our local owners, and especially the airport team who have stood beside me for years. They are the real legacy makers. And I never forget my mentors and my family who keep me grounded and motivated. Respect your competitors, welcome new challenges, and keep building character. That is how we keep growing the legacy.

For Hussain Waheed, the journey of service has never been about recognition or titles but about the impact created in the smallest of gestures. His philosophy is simple yet profound: service never gets old, and neither does the commitment to character. It is this belief that has carried him from his earliest days in hospitality to becoming one of the most respected professionals at One&Only Reethi Rah, and one whose influence is felt not only at the resort but across the broader hospitality industry of the Maldives.