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 “HOSPITABLE” LEADERSHIP STARTS WITH EMPATHY

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1 month ago

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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.

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Hospitality

UBK AT MÖVENPICK JLT UNVEILS A MONTH-LONG LINE-UP OF SOCIAL NIGHTS, SIPS, AND SIGNATURE MOMENTS

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21 minutes ago

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May 18, 2026

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UBK at Mövenpick Hotel Jumeirah Lakes Towers is turning up the energy with a month-long line-up of weekly themed nights designed for Dubai’s after-work crowd, weekend seekers, and everyone in between. Known for its laid-back vibe and bold personality, UBK  brings together drinks, bites, games, and social experiences that give guests a reason to return throughout the month.

Ladies Night – Pour Decisions (Ladies Edition)

Tuesdays belong to the ladies. Enjoy and have fun, paired with a bite and UBK’s signature Between the Buns.

Quiz

Midweek gets competitive with UBK’s weekly quiz night. Roll up your sleeve and get ready for some fun!

P.E.T. – Pints, Eats & Tails

Sundays slow things down with a pet-friendly social where guests can bring their furry companions and unwind together over food and drinks.

Every Sunday  | From 12 PM onwards

With something happening every day, UBK continues to stay true to its ethos of keeping things social, unpretentious, and full of personality. Whether it’s a quick after-work drink or a full weekend session, UBK is all set to keep the calendar booked and the glasses full.

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Hospitality

MATCHA LOVERS, THIS ONE’S FOR YOU: COFFEE PLANET DROPS LIMITED-EDITION FLAVOURS

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3 days ago

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May 15, 2026

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If your current obsession is anything matcha, you’ll want to get this on your radar. Homegrown UAE brand Coffee Planet is celebrating Matcha Month with the launch of three new iced drinks, and yes, they’re as good as they sound.
Say hello to Mango Matcha, Strawberry Matcha, and Pumpkin Spice Matcha, a mix of fruity, creamy, and subtly spiced flavours designed for peak Dubai sipping. Think vibrant green layers and pastel-toned iced drinks that are made for your Instagram feed.
Known for its no-fuss approach, Coffee Planet keeps it simple while always getting it right. With prices starting from AED 29 and availability across all UAE outlets, these are easy, go-to drinks whether you’re on a mid-mall stroll or ordering online.
The catch? These limited-edition drinks are only available throughout May, so consider this your sign to try them all before they’re gone.
Available at: All UAE outlets, including JVC Circle Mall, Dubai Hills (Business Park), Dubai Hills Mall, Foundry Downtown, Etihad Plaza, Fountain Views (Dubai Mall), among others, as well as online via Careem, Keeta, Deliveroo, Noon, and Talabat.

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Hospitality

WATCHHOUSE DEBUTS ITS FIRST PERMANENT UAE HOUSE AT THE ARCADES AT ABU DHABI EQUESTRIAN CLUB

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3 days ago

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May 15, 2026

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WatchHouse marks a significant milestone in its international growth with the opening of its first permanent UAE House at The Arcades at Abu Dhabi Equestrian Club, set to launch in June 2026.

Founded in London, WatchHouse has built a reputation for redefining modern coffee through a focus on quality, precision, and guest experience. Following its regional debut through a pop-up at Marsa Boulevard in Dubai, the brand now establishes a long-term presence in the capital, with further expansion planned across the UAE and wider GCC.

At the core of WatchHouse is its “Modern Coffee” philosophy is an approach that brings together expertly sourced coffee, thoughtful hospitality, and environments designed around how people naturally experience coffee in their daily lives. Every detail, from sourcing and roasting to service and space, is considered to create a consistent and elevated guest experience.

The Abu Dhabi House introduces WatchHouse’s structured coffee offering, designed to guide guests through different flavour experiences. Rituals form the foundation of the menu, designed for everyday moments and familiar comforts, featuring milk-based espresso drinks and carefully developed decaffeinated options that prioritise balance and sweetness without compromising on quality. Ventures invite guests to explore deeper and more expressive profiles through filter coffees and bolder brews, showcasing origin character and pronounced tasting notes for those seeking a more immersive experience. At the more exploratory end of the spectrum, Horizons present a curated selection of brighter, funkier cups, highlighting experimental methods and distinctive flavours, offered at a higher price point for guests looking to discover something unexpected.

For those drawn to rarity and provenance, WatchHouse also offers Rarities: limited-edition coffees that are produced in small quantities and often challenging to source. Selected for their exceptional quality and interesting stories, these coffees provide a deeper connection to origin, craft and innovation, offering guests the opportunity to experience coffee as a truly special moment, available only for a short time.

As its first permanent House in the UAE, the space reflects WatchHouse’s commitment to creating environments that balance refinement with approachability. Developed in collaboration with interior designer Deidra Hodgson and located at The Arcades within Abu Dhabi Equestrian Club, the new House takes cues from the site’s equestrian heritage, Spanish-influenced architecture. References to saddlery, traditional shading techniques, and stable detailing are subtly integrated, creating a space that feels tactile, grounded, and quietly refined.

Roland Horne, CEO and Founder of WatchHouse said: “As WatchHouse continues to evolve, each new House must earn its place; not just within a city, but within its story. Our Abu Dhabi Equestrian Club location marks an important milestone as our first permanent home in the UAE, a distinguished destination that embodies design, refinement, and community. These values align closely with our philosophy of Modern Coffee, which challenges the status quo to create experiences that are truly considered. This House has been thoughtfully designed to offer a space of calm and connection, reflecting the modern craftsmanship and welcoming spirit that define WatchHouse.”

Deidra Hodgson, Interior Designer said: “WatchHouse Equestrian Club draws on the venue’s heritage, blending Spanish-influenced architecture with equestrian design cues. Warm terracotta, rich tones and natural materials create a connection to the outdoors, while varied seating, including a rarities bar showcasing exceptional global coffees, is designed to bring people together and foster a sense of community within Abu Dhabi.”

The Abu Dhabi opening represents the next step in WatchHouse’s regional expansion, with additional locations planned in Dubai, Kuwait, and Qatar, as part of the brand’s ambition to grow to 500 Houses globally by 2036.
ENDS
Notes to Editors
For all media enquiries, contact QComms:
Serena Arnita, Account Executive: serena.a@qcomms.ae
WatchHouse@qcomms.ae

To follow WatchHouse, visit: www.watchhouse.com, @watchhouse , @watchhouse_ae

About WatchHouse
WatchHouse is a Modern Coffee business, founded by Roland Horne in a former 19th-century watch house on London’s Bermondsey Street. Since opening in 2014, it has grown House by House, now a global business with locations across central London, New York and the UAE. Rooted in the ethos of Modern Coffee, WatchHouse delivers an experience shaped by three pillars: exceptional product, considered design, and an elevated guest experience. From industry-leading specialty coffee to House-made food and architecturally driven spaces, every detail is crafted to move coffee and those who drink it forward.

About Abu Dhabi Equestrian Club
Set within the renowned Equestrian Club, a destination dedicated to lifestyle, culture, and community, the new House becomes part of a wider environment that brings together specialty retail, food and beverage, and curated programming. Designed as a place to return to, the space offers a warm and inviting setting where guests can experience WatchHouse’s meticulous approach to sourcing, roasting, and brewing coffee, alongside a sense of everyday ritual.

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