Nicolas Chammaa Recognized in Hozpitality's Best 30 GM Powerlist for the Middle East – 2024

Nicolas Chammaa, General Manager of Fujairah Rotana Resort & Spa, has secured a place in Hozpitality's esteemed Best 30 General Managers in the Middle East power list for 2024. This recognition demonstrates his exceptional leadership and tenacious commitment to excellence, as his peers and colleagues acknowledged. The renowned Hozpitality Group, dedicated to industry excellence, meticulously curates this prestigious accolade.

In a recent interview with Hozpitality Group, Nicolas shared insights into his career journey, which began with taking on his first job overseas as a head waiter on Luise Cruise lines in Cyprus in 2001. Over the years, he achieved significant milestones, including pivotal roles with Shangri-La in Muscat and Resident Manager positions for iconic properties like Shangri-La Barr Al Jissah Resort & Spa, Makati Shangri-La, and Shangri-La Dubai. Nicolas also highlighted the career-defining moment of joining Emaar Hospitality as General Manager for Vida Downtown in 2018 and later opening Vida Umm Al Quwain before taking on the role of General Manager at Fujairah Rotana Resort & Spa in 2022.

Key experiences that shaped his career in the Middle East include joining Shangri-La in 2005 and providing exposure to luxury hospitality and international standards. His tenure with Emaar Hospitality, dealing with a multiple hotel sale deal, and opening Vida Umm Al Quwain during the challenges of COVID-19 were other pivotal moments. Joining Fujairah Rotana Resort & Spa in 2022 marked another milestone, overcoming challenges and delivering exceptional results.

Regarding his leadership style, Nicolas considers himself a democratic/transformational leader. He sets ambitious goals for himself and the team, inspiring, motivating, and empowering colleagues to excel. His approach encourages innovation, challenges the status quo, and fosters a culture of continuous learning and growth. Nicolas values the ideas of his team members, incorporating a democratic approach to decision-making.

In a challenging year, Nicolas's leadership played a crucial role in exceeding the hotel's goals and KPIs. He empowered department heads, created a culture of inclusion and empathy, and motivated the team to achieve outstanding results.

Regarding innovations and challenges, Nicolas implemented a back-to-basics approach, refreshing standard operating procedures and focusing on flexibility and empathy. Personalized guest experiences, 24-hour check calls, and investments in technology for operational efficiency were key strategies. Addressing challenges specific to the Middle East, Nicolas emphasized the importance of a happy and content workforce, differentiation in the market, sustainability initiatives, and the ongoing battle between OTA and direct bookings.

Team development is a cornerstone of success for Nicolas, who fosters open communication, transparency, and empowerment. He encourages new ideas, innovation, and challenges to the status quo, creating a culture of partnership and association where every team member feels valued and appreciated.

Investing in professional development involves one-on-one discussions with team members to identify their needs and tailor a measurable and time-bound development program. Nicolas recognizes the importance of continuous learning and growth for his management team.

Exceptional guest satisfaction is achieved by making staff feel exceptional and cherished, creating a positive and engaging environment. Nicolas and his team prioritize guest feedback, implementing a one-stop shop for guest inquiries and grievances, treating feedback with empathy, and resolving issues promptly. Nicolas emphasized the importance of investing in colleagues' training and creating a culture of guest service excellence.

Nicolas shared a noteworthy instance where guest feedback influenced positive hotel offering changes. A guest suggested adding a variety of food to a steakhouse menu, including fish, shellfish, lamb, and pork. The menu was revised, resulting in a 20% increase in sales in the coming months.

Nicolas Chammaa's leadership journey is marked by passion, dedication, and a tenacious pursuit of excellence in the ever-evolving world of luxury hospitality.