Hospitality

“HOSPITABLE” LEADERSHIP STARTS WITH EMPATH

Published

3 hours ago

April 3, 2026

Integrator Web-Admin

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

HOP INTO EASTER AT MCGETTIGAN’S WITH FAMILY ROASTS, EGG HUNTS AND CLASSIC SUNDAY FAVOURITES

Published

2 days ago

April 1, 2026

Integrator Web-Admin

This Easter, McGettigan’s is bringing together hearty roasts, family-friendly activities, and laid-back celebrations across its venues in Dubai. From lively family days with quizzes and egg hunts to traditional Sunday roasts for a relaxed gathering, there is something for everyone this Easter Sunday.

Easter Family Roast & Quiz at McGettigan’s Ibn Battuta Gate

Expect a lively Easter Sunday packed with family-friendly entertainment, including a quiz and activities for all ages, alongside McGettigan’s signature roast. Younger guests can also enjoy an Easter egg hunt, adding to the festive atmosphere and making it a perfect day out for families.

Who – Families and groups
What – Easter Sunday Roast with family quiz, entertainment, and egg hunt
Where – McGettigan’s Ibn Battuta Gate

Easter Sunday Roast with Egg Hunt at Souk Madinat Jumeirah and Expo City

For a more relaxed Easter celebration, McGettigan’s at Souk Madinat Jumeirah and Expo City will host a laid-back family roast with a light touch of festive fun, including an Easter egg hunt for younger guests. Ideal for those looking to enjoy quality time with family in a more casual setting.

Who – Families and casual diners
What – Easter Sunday Roast with egg hunt
Where – McGettigan’s Souk Madinat Jumeirah and McGettigan’s Expo City

Traditional Easter Roast at McGettigan’s JLT and DWTC

For those who prefer to keep it classic, McGettigan’s JLT and DWTC will be serving up their traditional Easter Sunday roast, complete with all the hearty favourites and signature dishes the brand is known for. A perfect option for a relaxed gathering with friends or family.

Who – Friends, couples, and groups
What – Traditional Easter Sunday Roast
Where – McGettigan’s JLT and McGettigan’s DWTC

Hospitality

CELEBRATE EASTER WITH A FAMILY-FRIENDLY BRUNCH AT LA PISCINE,AL RAHA BEACH RESORT & SPA

Published

2 days ago

April 1, 2026

Integrator Web-Admin

Al Raha Beach Resort & Spa invites guests to celebrate Easter with a lively beachfront brunch at La Piscine. Taking place from 1:00 PM to 4:00 PM on April 5, the Easter Brunch brings together great food, feel-good music and a vibrant, family-friendly atmosphere by the sea.

Set against La Piscine’s relaxed poolside and beachfront backdrop, the afternoon’s culinary offering features an international buffet with live stations, brought to life with a DJ and saxophonist spinning upbeat sets throughout the day. For younger guests, the experience leans into the spirit of Easter with great kids’ activities, including egg hunting, glitter face painting, and a dedicated kids’ corner.

Guests can also make the most of the long afternoon with complimentary access to the resort’s pool and beach, along with a Spa voucher, making it more than just brunch, but a full day out in the sun.

Easter Brunch Details
Location: La Piscine, Al Raha Beach Resort & Spa, Abu Dhabi
Time: 1:00 PM – 4:00 PM, April 5th

Kids Policy
Ages 5–12: 50% discount
Below 5: Complimentary

Hospitality

THE IMPACT OF AI IN THE F&B INDUSTRY: LEADING RESTAURANT TECH COMPANY HELPS RESTAURANTS STAY AHEAD WITH ITS AI-POWERED TOOLS

Published

3 days ago

March 31, 2026

Integrator Web-Admin

AI has been steadily transforming the F&B industry across production, distribution, food safety, supply chain and restaurant operations. Now as more restaurants are increasingly adopting AI-powered systems, these tools are becoming an active element in streamlining day-to-day operations, bringing a transformative shift within the industry. Supporting this shift is Foodics, a leading cloud-based restaurant operations and payment tech company in the MENA region through its AI-powered business intelligence solution, Foodics BI.

Numerous opportunities and challenges have been brought by AI across different sectors, particularly in the F&B and hospitality industry. Today, restaurateurs can leverage AI in various ways whether it’s improving overall operational efficiency, assisting customer-related services in front office, streamlining back-end operations, tackling food waste, forecasting demands and trends, enhancing guest journeys through personalized experiences, optimizing menus, improving marketing efforts, performance tracking and more.

By using AI, restaurant owners can operate their business with a data-driven approach. One of the significant advantages of AI-powered tools tailored for restaurants is its ability to analyze large volumes of real-time data, allowing restaurateurs to make sense of the information and transform it into insights that will help them make the right decisions. In an industry shaped by constantly evolving customer behaviour, rising operational costs, increased demand for efficiency, these tools are becoming more essential for restaurants looking to thrive and stay profitable.

At the forefront of this shift in the industry is Foodics. The Saudi-born restaurant operations and payment tech company is helping restaurateurs stay ahead in the industry by supporting them in navigating this evolving landscape through Foodics BI – their advanced AI-powered business intelligence tool that provides restaurants with real-time, data-driven insights for seamless restaurant operations and smarter decision making.

Over the past year, Foodics BI has been a gamechanger for restaurants in the region, enabling them to harness the power of their own business data to make smarter, faster and more strategic decisions that will drive operational efficiency, enhance guest experiences, increase profitability and unlock new revenue opportunities for growth.

Some of Foodics BI’s key features include revealing in-depth and real-time operational insights including sales performances and customers’ buying behaviour, AI-powered forecasting for smarter inventory planning to reduce food wastage, automated reporting and historical data analysis to identify seasonal changes and trends, all using predictive analytics. Additionally, Foodics BI enables seamless remote management, allowing operators to conveniently access and monitor restaurant data anytime and from any location.

By transforming data into meaningful and actionable insights, Foodics BI is empowering restaurants to operate efficiently, adapt to market changes and customer demands, and scale sustainably in a competitive industry.

Beyond restaurants, AI-powered systems are also transforming the wider F&B industry, such as supporting quality control and safety in food processing facilities by detecting defective and contaminated products, monitoring food production processes and ensuring product consistency, optimizing distribution routes throughout supply chains to reduce food spoilage, identifying functional ingredients, improving shelf-life predictions and more.

AI-powered tools are undeniably reshaping the food and beverage industry by offering solutions that help businesses streamline their operations efficiently, bring accuracy and innovation. As AI technologies evolve, their integration will continue to redefine and shape the F&B landscape.