The proximity of some ancient mountain villages and their inhabitants necessitates a certain level of cultural sensitivity too. And that challenge is helped by a strong representation of Omani nationals on the staff — 26% of the total workforce, including some from the immediate vicinity.
One such local, Maher Al Riyami — highly commended in the Hotelier Awards 2017 — is employed as a ‘mountain guru’, taking guests rock climbing on the ‘Ultimate Jabal Activity Wall’ and on guided walks through nearby settlements.
Staff benefits include regular transportation to Muscat, a computer room for Skype calls home, a Western Union money transfer service on payday, high-speed WiFi, BeinSports on TV, and a cricket pitch that witnesses regular ‘international matches’ between the different nationalities.
“There’s something going on for staff every day,” says Darwin. “They’re having fun, and that reflects in the great service they provide to our guests.” By way of an example, Darwin remarks that team members from back of house departments often help out when the resort is full. “I’ve had people from accounts clearing plates,” he says.
Everyone — the GM included — lives in an accommodation block a few hundred metres from the resort. Darwin says he was offered a villa, but wanted to be in an apartment “with the rank and file” — betraying his background as a non-commissioned officer in the British Army. “And now I know the staff better than anyone,” he adds.
While the GM’s office of a five-star resort on the top of a mountain in Oman might seem a strange place to find a fellow from the outskirts of Manchester, who began his professional life at the age of 16 as a commando attached to the Royal Regiment of Artillery, Darwin actually credits his military background with securing himself the job.
“I never thought that would come in useful here, but at the grand opening it was wall-to-wall military. All the generals came, and it was a talking point for me — some common ground.”
The interview process took six months, with eight interviews and three psychometric tests, and that was before the owner’s process, laughs Darwin. “But that’s where the army connection was maybe helpful against some strong internal Anantara candidates. In January 2015, I got the job and I was here by the March.
“I didn’t think I would come back to Oman [he was GM of the Ramada Qurum Beach Resort from 2009-2012], and I knew the job would be a stretch for me, but I remembered something Richard Branson once said: ‘If somebody offers you an amazing opportunity but you are not sure you can do it, say yes — then learn how to do it later!’” Darwin was honest about his weaknesses — for example, he had never run a world-class spa. “So I hired the best spa manager,” he says.
“In fact, I can take credit only for hiring the right people,” he adds, modestly, saying that respect, accountability and empowerment provide the environment for that talent to shine.
“If we get a complaint, I expect the staff member to deal with it. Because if they escalate it to me, the guest will have to wait. And it’s often a quick service recovery that creates a loyal guest.”
| Advertisement |
Search our database of more than 2,700 industry companies
