Hospitality
“HOSPITABLE” LEADERSHIP STARTS WITH EMPATHY
Because service quality can never rise above the culture behind it


By Nives Deininger, Cluster Director of Sales, STORY Seychelles and Fisherman’s Cove Resort
Hospitality has always been a people business. We talk a great deal about guest expectations, service standards and commercial performance – and rightly so.
But behind all of that sits something more fundamental: how people are led. In my experience, empathetic leadership is not a soft extra or a nice-to-have. It’s a practical, commercially relevant way of building stronger teams, more resilient cultures and better guest experiences.
In hospitality, business value is created every day through human interactions. We see motivated employees who feel supported approaching guests differently from those who feel overlooked or undervalued. And when leaders take time to understand their teams, listen to concerns and respond with honesty, it creates an environment where people are more engaged in their work and more confident in how they deliver it.
That clearly has a direct impact on service quality, team stability and, ultimately, revenue.


Proactive, thoughtful and personal
This is especially important in a luxury environment, where the guest experience depends on authenticity as much as efficiency. Five-star hospitality is not only about polished processes. It’s as much about the proactive, thoughtful and personal touches that guests remember. And those moments are much easier to create when employees feel respected and trusted. Empathy, in that sense, is not separate from performance, it supports it.
It also shapes the way departments work together. In hotels and resorts, no team operates in isolation. Sales, revenue and operations need to be aligned if the business is to grow without compromising the guest experience. Empathetic leadership encourages stronger communication and collaboration across those functions.
It helps people understand one another’s pressures, priorities and constraints, which leads to better decisions and more joined-up strategies. Over time, that strengthens not only internal trust but also guest loyalty, client relationships and repeat business.
Connecting with your teams
In high-pressure hospitality environments, empathy is even more important. The pace can be intense, and performance expectation remains high across seasons, segments and business cycles.
As a Director of Sales, I believe leadership in this setting means more than setting targets or leading by example. It means connecting with the team as individuals, understanding that each person brings different circumstances, strengths and pressures to work, and finding ways to bring out the best in them, while making sure they feel valued.
My team in Seychelles includes Seychellois women who are strong-willed, highly capable and well used to working under pressure. That strength is an asset, but it still needs the right environment around it. People perform best when they know they are appreciated, when expectations are clear, and when challenges can be discussed openly rather than hidden. Honesty and transparency matter here. They build trust, and trust allows teams to keep performing even when conditions are demanding.
This is a good reason why the conversation around women in hospitality leadership is so important. The industry is making progress, but there is still more to do if we want to see more women move from operational and administrative roles into executive leadership positions.
One of the biggest needs is for clearer leadership pathways and stronger mentorship earlier in women’s careers. Many talented women are already in the industry, but too often they are not given the visibility, support or structured development needed to progress with confidence.
Outcomes, strength and flexibility
There is also a broader cultural issue to address. Senior roles in hospitality have traditionally been designed around long, inflexible hours and a strong emphasis on physical presence.
That model can make progression harder for women, particularly at different stages of life. The industry needs to become more thoughtful about how leadership is measured and supported. A greater focus on outcomes, collaboration and the strength of leadership teams, rather than simply time spent on site, would help retain and promote more talented women across the sector.
This is not only about fairness, it’s as much about what kind of leadership the industry needs for the future. Hospitality is evolving, with guests increasingly expecting personalised service, emotional intelligence and experiences that feel genuine, rather than scripted.
At the same time, employees are placing greater value on wellbeing, inclusion and workplace culture. We know empathetic leadership is well suited to both these shifts, because it keeps people at the centre of the business.
Looking ahead, I believe empathy will play an even greater role in shaping hospitality, from employee wellbeing to guest experience and the way hotels build workplace culture. When leaders understand the needs, motivations and pressures of their teams, they are better placed to sustain the service levels that premium hospitality requires.
Employees who feel heard and supported are far more likely to create the authentic and personalised moments that today’s guests increasingly value.
Focus on wellbeing
Internally, we will continue to see hospitality workplaces place more emphasis on wellbeing, flexibility and inclusive culture. Hotels and resorts that do this well will be in a stronger position to attract and retain talented people. That matters, because service quality can never rise above the culture behind it. In a competitive market, a supportive workplace is not separate from brand reputation. It helps protect it.
Empathy is sometimes spoken about as though it sits outside hard business reality. I would argue the opposite.
In hospitality, where people shape every outcome, empathetic leadership is an integral part of the operating model. It creates better environments for employees to bring their best, helps teams navigate pressure with honesty and transparency, and supports the kind of service that builds long-term value.
Hospitality
Headline: BLENDING EXECUTIVE WORK HOURS WITH ELEGANT EVENING EXPERIENCES
Exclusive interview with Ashish Agrawal, Founder of Bondz
After spending almost two decades in banking, what inspired you to make the leap into hospitality?
I’ve always believed that entrepreneurship was where I ultimately wanted to be. Banking gave me an incredible foundation—it taught me discipline, financial acumen and, most importantly, how relationships are built on trust. But throughout those years, I found myself increasingly drawn to hospitality because it’s one of the few industries where you have the opportunity to create memorable experiences every single day.

After nearly two decades in banking, I felt it was time to challenge myself and build something of my own. I wanted to create a brand that reflected my personality and values—where people could connect, celebrate milestones, build relationships and feel genuinely welcomed. Bondz is the result of that vision. It’s more than a hospitality business; it’s about creating spaces where meaningful conversations and lasting connections happen naturally.

Entrepreneurship often comes with uncertainty. Looking back, what has been your biggest learning curve since making the transition?
The biggest lesson has been understanding that no amount of planning can prepare you for every challenge. When you’re building a business from scratch, you’re constantly making decisions with incomplete information, taking calculated risks and adapting to situations you never anticipated.

I’ve learned that resilience is one of an entrepreneur’s greatest strengths. There will always be setbacks, but each challenge teaches you something valuable—whether it’s about your business, your team or yourself. Hospitality, in particular, is an industry that evolves every day, so staying flexible, listening to your customers and continuously improving are essential. Every obstacle has helped shape Bondz into what it is today.
Bondz is a distinctive name. What does it represent beyond simply bringing people together?
The name Bondz carries multiple meanings, and that’s exactly what we wanted. At its heart, it’s about the bonds people create over food, drinks and shared experiences. Some of the most meaningful conversations, partnerships and friendships begin around a table.
At the same time, because we’re located in DIFC—one of the world’s leading financial districts—we liked the subtle connection to the financial term “bonds.” It reflects our roots while also reinforcing our vision of creating a place where business and social life intersect naturally.
Ultimately, Bondz represents connection in every sense of the word. Whether you’re meeting a client, reconnecting with friends or celebrating a milestone, we want every visit to leave you with a memorable bond.

DIFC attracts professionals from across industries. How has that influenced the concept?
DIFC is one of the most dynamic business communities in the region, bringing together professionals, entrepreneurs and global executives from every corner of the world. That diversity played a significant role in shaping Bondz.
We wanted to create a space that adapts to different needs throughout the day. During business hours, it’s a sophisticated setting for meetings, networking, coffee catch-ups and executive lunches. As the day transitions into evening, the atmosphere evolves into an elegant lounge where guests can unwind over handcrafted cocktails, curated entertainment and exceptional dining.
Our menu, design and service philosophy have all been created with an international audience in mind, ensuring guests from different cultures and industries feel equally at home.

You often speak about creating experiences rather than simply serving food. What does memorable hospitality look like to you?
Great food and exceptional drinks are important, but they’re only one part of the experience. What guests remember long after they’ve left is how they were made to feel.
For me, memorable hospitality is built on genuine service. It’s about anticipating a guest’s needs, paying attention to the smallest details and creating an atmosphere where people feel comfortable, valued and recognised.
Guests may not always remember every dish they ordered, but they’ll always remember how your team treated them. That’s why we’ve invested heavily in building a culture where service is warm, attentive and authentic. It’s this emotional connection that transforms first-time visitors into regular guests.
How closely did you work with Executive Chef Brando Del Mundo in shaping the menu?
It was a highly collaborative process. I had a clear vision of the kind of dining experience I wanted Bondz to offer—globally inspired cuisine that complements both business lunches and relaxed evening dining.
Chef Brando brought that vision to life with his creativity, technical expertise and deep understanding of international flavours. Together, we focused on creating a menu that’s approachable yet refined, offering dishes that are memorable without being overly complicated. The result is a menu that reflects Bondz’s personality—contemporary, versatile and designed to bring people together.
From co-working and networking during the day to cocktails and conversations in the evening, Bondz embraces two very different personalities. How do you ensure each experience feels authentic without compromising the other?

That balance was intentional from day one. We never wanted Bondz to feel like two separate concepts operating under one roof. Instead, we designed it as a venue that naturally evolves with the rhythm of the day.
Our recently introduced Executive Work Hours reflect this philosophy perfectly. During the day, Bondz offers professionals a refined alternative to noisy cafés or hotel lobbies, providing a comfortable setting for meetings, focused work and networking over quality food and coffee. As the evening unfolds, the space seamlessly transforms into an intimate speakeasy-inspired lounge with curated music, handcrafted cocktails and vibrant social energy.
We’re fortunate to have Nitesh Manghnani of Knite Events, who brings more than two decades of experience in curating nightlife experiences, alongside an experienced hospitality team that understands how to manage this transition effortlessly. Most importantly, we continuously listen to our guests. Their feedback plays a vital role in shaping our offerings, ensuring Bondz remains relevant, welcoming and authentic throughout every hour of the day.
Hospitality
HOW SUN SIYAM VILU REEF KEEPS MALDIVIAN ROOTS ALIVE THROUGH RICH TRADITIONS
How Sun Siyam Vilu Reef Is Keeping Maldivian Culture Alive: The smell reaches you before anything else: warm coconut oil, faintly sweet, drifting from a low-roofed beach house. Inside, a woman works patiently with her hands, pressing, turning and drawing the oil slowly from the flesh, just as it has been done for generations on these islands. Standing on a tiny coral island in the South Nilandhe Atoll, time seems to lose its importance.
This is Athireege, the cultural heart of Sun Siyam Vilu Reef, part of the Privé Collection within Sun Siyam. It is not a museum, nor a demonstration staged for the camera. It is a living sanctuary where the crafts, rituals and flavours of traditional Maldivian life are practised by hand, by voice and by fire. Here, an immersive cultural journey invites guests to discover the traditions, flavours and stories that continue to shape island life, offering a deeper connection to the Maldives beyond its postcard-perfect beaches.
Once a week, guests are invited to experience Maldivian Roots Day, a journey that reveals the customs, skills and traditions that have shaped island life for generations. Visitors leave with more than memories of turquoise waters they leave with a deeper understanding of the place they have called home, even if only for a few days.
The experience begins with a hands-on coconut oil making class, uncovering traditional crafting techniques first-hand at Athireege. Authenticity is the soul of this space, where traditional island living is brought to life using real, handcrafted tools. Guests can run their fingers over the very techniques that Maldivians have used to sustain island life for centuries whether witnessing the intricate art of palm weaving known as Fangi Vinun, trying their hand at coir rope making, known in Dhivehi as Roanu Veshun or playing traditional mancala style games like Ohvalhu Gondi Kulhun.

As the afternoon softens into evening, pandan-infused tea is served alongside sweet and savoury local delicacies. As daylight fades, stories take their place. History of Maldives, real experiences with island tales and memories of life before tourism are shared aloud, reviving a tradition that once passed history from one generation to the next.
The centre of this cultural journey is the Malaafaih, a magnificent, traditional Maldivian banquet. Translating roughly to “abundance,” the Malaafaih was historically prepared for grand celebrations, weddings, and community gatherings. This carefully curated feast invites guests to gather, share, and experience authentic local flavours in a deeply communal setting, honouring the true spirit of island hospitality.


At Sun Siyam Vilu Reef, the Malaafaih is celebrated both at sunrise, as a traditional breakfast, and beneath the stars as an evening feast. The menu changes with the season and the day’s catch, but its spirit remains the same, dishes are shared, conversations unfold naturally, and strangers often leave the table feeling like friends. Whether beginning the day with a traditional breakfast or gathering beneath the stars for an evening feast, guests can completely immerse themselves in this rare culinary ritual, tailored exclusively to their stay.


At a time when travellers increasingly seek meaningful connections with the places they visit, Athireege offers something becoming increasingly rare: traditions that are still lived rather than performed. Long after the final stories have been told and the feast has ended, it is often these moments not simply the beaches or the villas that guests remember most. At Sun Siyam Vilu Reef, space has always been made for the culture that made these islands worth travelling to in the first place.
Hospitality
NEW SIGNATURE BRUNCH EXPERIENCE LAUNCHES ACROSS DUBAI AND ABU DHABI
Society UAE, the premier lifestyle dining destination, is thrilled to announce the launch of its highly anticipated new Brunch offer, going live across both its Dubai and Abu Dhabi locations on August 15th.

Society Unveils A Signature Brunch Across Dubai And Abu Dhabi
Served exclusively on Society’s signature wooden brunch board, the new offering is a meticulously curated feast crafted from the finest, freshest ingredients. Each board is designed to deliver a complete and balanced culinary experience, featuring one hearty main course, one freshly baked pastry, one savoury side dish, and one indulgent dessert. The selections of main dishes include a creamy roasted chicken and mushroom pie, truffle soft scramble on a warm croffle, and huevos rancheros. Desserts include a range of Society’s classic French Toast, Syrniki and creamy dessert cups by MAD Hospitality’s nostaligc dessert concept, HAZE. Fresh pastries include mini garlic bread, mini shio pan and almond croissant while guests can indulge in their favorite side dishes including french fries, chicken sausage or arugula salad. To complement the meal, guests can select one classic beverage of their choice, featuring premium coffee or fresh juice to savour throughout the brunch.


The wooden board concept is designed to be the ultimate centerpiece for social gatherings. Whether it is a relaxed weekend morning with the family or a long catch-up with friends, Society’ Brunch offers a communal, high-quality dining experience tailored for sharing and savoring.
Offer Details:
- Launch Date: August 15, 2026
- Locations: Society Dubai, Jumeirah 1 and Society Abu Dhabi, Al Mamsha, Al Saadiyat
- The Menu: The signature wooden brunch board includes 1 Main, 1 Pastry, 1 Side Dish, 1 Dessert, plus 1 Classic Drink.
- Pricing: AED 120 per board (including drink)
- Availability: Saturday and Sunday from 8:00AM until 2:00PM
- For reservations and more information, please call: +971 56 408 7099 for Society Abu Dhabi, and +97150 210 0096 for Society Dubai.
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