Sun Siyam Olhuveli’s Azra Taj: Training, developing hospitality talent

Azra Taj, the Training and Development Manager at Sun Siyam Olhuveli Maldives, has had a diverse career journey spanning multiple sectors before transitioning into hospitality. With a strong foundation in education and extensive experience in training and development, she brings a unique perspective to her role in the Maldives’ resort industry.

Azra began her career as a primary school teacher after earning a Master’s degree in English Literature. Her passion for education and skill development led her to participate in an exclusive teacher training programme in Japan, where she was one of only two educators selected from Pakistan. This experience paved the way for further training opportunities in the United States and the United Kingdom, where she specialised as a master trainer.

Upon returning to Pakistan, she applied her expertise to underprivileged schools and also worked as a Training Consultant with the British Council. “These experiences solidified my proficiency in training and development,” she explains. In 2021, she transitioned into the hospitality industry, bringing with her a background that included roles at the US Embassy, British Council, and various international organisations. Her experience in training individuals from diverse cultural backgrounds made the shift to hospitality a seamless one. “I found fulfilment in seeing how my training efforts directly impacted the delivery of exceptional guest service,” she says.

At Sun Siyam Olhuveli Maldives, Azra’s role is multifaceted. Her responsibilities include new hire orientation, internal and external training programmes based on needs analysis, and departmental training oversight. Additionally, she manages and monitors food safety audits and training while also working as a sustainability champion.

One of the key initiatives she has implemented is English language classes for team members who struggle with communication. “Improving language skills enhances overall performance and guest interactions,” she notes. Ensuring that training aligns with both employee growth and organisational goals is central to her role.

The effectiveness of training programmes is measured through post-training evaluations, guest feedback, and continuous performance assessments. Azra highlights a specific example where a training programme had a direct impact on guest satisfaction. “A training session on Cultural Sensitivity and Guest Interaction led to noticeable improvements in guest feedback scores related to service friendliness,” she shares. By analysing evaluation results, she ensures that training methods are continuously refined to achieve the best outcomes.

“If a programme does not yield the expected results, we assess feedback, modify the methodology, and re-deliver the training,” she adds. This approach helps in maintaining the effectiveness of learning initiatives across the resort.

Given the fast-evolving nature of the hospitality industry, staying informed about the latest trends is essential for a Training and Development Manager. Azra actively participates in seminars and conferences to keep her knowledge current. “This November, I will be attending the Young Professional Fellowship in Brazil, which is an opportunity to gain fresh perspectives,” she says. Additionally, she has been selected for the Climate Friendly Travel (CFT) Diploma Scholarship, a two-year programme organised by SUNx Malta in partnership with the Institute of Tourism Studies (ITS) Malta. “Only 51 participants were selected globally, including three from the Maldives,” she notes. These experiences enable her to integrate innovative and sustainable training approaches into her work.

One of the main challenges Azra faces is engaging employees from diverse cultural backgrounds and varying levels of experience. “It requires a tailored approach to ensure the training resonates with each individual,” she explains. To address this, she focuses on interactive and inclusive training sessions.

“Incorporating storytelling, real-world scenarios, and activities that encourage participation makes learning more relatable,” she states. Another key strategy is involving department heads to ensure training aligns with the specific needs of different teams. “This way, training remains relevant, and employees feel heard and valued,” she adds.

Azra envisions Learning and Development playing a crucial role in employee retention and guest satisfaction. She sees the future of training in hospitality embracing technology-driven solutions. “E-learning platforms and AI-powered training tools will become more prominent,” she predicts.

Her goal is to foster a learning culture where continuous development is a priority. “Ensuring that our team delivers excellence in guest service and operational performance is key to maintaining competitiveness,” she says. She remains committed to developing training strategies that support both employee growth and organisational success.

Through her work at Sun Siyam Olhuveli Maldives, Azra Taj is shaping the learning and development landscape in the resort industry, ensuring that training initiatives contribute meaningfully to both employee experience and guest satisfaction.