INTERVIEW - NICK FLYNN, HOTEL MANAGER, SHANGRI-LA AL HUSN: "WE FEEL A RESPONSIBILITY TO PREPARE OUR TEAMS FOR FUTURE LEADERSHIP ROLES" (Oman)
The Hotel Manager for the adult-only Shangri-La property gives us some insights into his role, just as the new Resort General Manager for the group's complex in Muscat was appointed last month. |
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INTERVIEW - NICK FLYNN, HOTEL MANAGER, SHANGRI-LA AL HUSN: "WE FEEL A RESPONSIBILITY TO PREPARE OUR TEAMS FOR FUTURE LEADERSHIP ROLES" (Oman)
The Hotel Manager for the adult-only Shangri-La property gives us some insights into his role, just as the new Resort General Manager for the group's complex in Muscat was appointed last month. |
Category: Middle East - Oman - Careers
- Interviews and portraits
- Career - Interviews
Interview made by Sonia Taourghi on 2024-07-08
 Nick Flynn, Hotel Manager , Shangri-La Al Husn, Muscat, Oman
Photo credit © Sonia Taourghi / Journal des Palaces
Originally a chef by trade, he built a path in the Food & Beverage department of IHG, Intercontinental and Fairmont, before joining Shangri-La in 2016 with his first role on the residential side of the business. It's probably his well-travelled and behind-the-scene journey that explains his sense of hospitality, natural kindness and attitude towards his guests, that today reflects in all his and his team's interactions with visitors. "What's fantastic with luxury hospitality, is that we get to engage and really identify the needs of the guest, on how to make them feel comfortable. I talk to my team all the time about what I call approachable luxury. Guests need to have everything, but they need to feel comfortable. They need to feel warm and welcome". Over our lunch and many interactions during my visit, I sure did.
Awarded the "Outstanding Hotel Experience" prize by the Singapore Tourism Awards 2021 during his tenure at Shangri-La Rasa Sentosa, Nick Flynn is also known for his people-centric approach to management, ensuring the same well-being for his teams at Shangri-La Al Husn. Nestled in the Gulf of Oman, and part of the group's large seaside complex, which includes the Shangri-La Barr Al Jissah family resort, the property creates a family-like atmosphere that he particularly appreciates. Let's dive into his career and role, 18 months into his tenure.
Journal des Palaces : What attracted you to luxury hospitality in the first place?
Nick Flynn: My attraction to luxury hospitality stems from a combination of factors. Firstly, my upbringing in a diplomatic family (my father was a diplomat) instilled in me a deep appreciation for cultural diversity and a strong desire to connect with people from all walks of life. This, coupled with my passion for service and culinary arts, led me to start my journey in hospitality as a chef. I am a firm believer in having the power to create memories.
I have had the privilege of travelling extensively with my family, experiencing diverse cultures across countries such as India, South Korea, Germany, Switzerland, Qatar, Dubai, Abu Dhabi, Malaysia, Singapore, and Australia. These experiences not only enriched my understanding of different cultures but also fuelled my desire to create exceptional guest experiences in the luxury hospitality sector. My background and experiences have shaped my commitment to providing personalised and memorable experiences for every guest I welcome.
Your career spanned four hotel groups, Shangri-La being the longest you have worked at. What has kept you within the group?
Having worked across four hotel groups, what has truly kept me within the group is its passion towards delivering Asian hospitality and the core values it upholds. Shangri-La is inherently humble, placing a genuine emphasis on caring for its people, colleagues, and guests. This commitment to selflessness, respect, sincerity, and humility aligns closely with my own values, creating a sense of belonging and purpose that has made Shangri-La feel like a family. The opportunity to be part of a company that not only values its employees but also prioritises the well-being and satisfaction of its guests has been a driving force in my continued dedication to Shangri-La.
What are the biggest challenges and opportunities for luxury hospitality you observed in Oman, specifically Muscat, compared to other locations where you were stationed?
We’ve seen over the recent years, that guests are looking for more authenticity and cultural experiences in different forms (culinary, adventure etc). We’ve been early in adapting our marketing strategies by driving authentic experiences and content which reflect those; to the like of the world’s first Frankincense Sommelier who takes guests on our very own Frankincense Garden, the turtles' ranger who oversees the protection of our turtles on our beaches, how our team takes guests behind the scenes for unique experiential moments.
St Regis and Mandarin Oriental recently inaugurated their new properties in Muscat. How do you see those properties changing the competitive landscape?
These new hotels will undoubtedly elevate the competitive landscape. These international brands bring heightened attention to Muscat as a luxury destination, which is positive for the market overall. At Shangri-La Al Husn, we welcome this increased competition. It provides us with the impetus to enhance our unique value proposition further. We remain committed to providing unparalleled luxury, exclusivity, and personalised experiences that set us apart. Our focus on delivering exceptional service, creating unique guest experiences, and showcasing the rich cultural heritage of Oman ensures that we continue to be a preferred choice for travellers seeking a distinctive and memorable stay.
What makes Al Husn a unique property on the map?
Shangri-La Al Husn stands out due to its unparalleled luxury, exclusive services, and breathtaking location. Situated on a clifftop overlooking the pristine waters of the Gulf of Oman, our property offers a serene and private retreat for our guests. As Oman's sole adults-only resort, Al Husn provides an exclusive atmosphere of tranquillity and sophistication. The architecture and design reflect the rich heritage and culture of Oman, blending traditional Omani architecture with modern luxury to create an atmosphere of timeless elegance.
Guests at Al Husn enjoy exclusive access to a private beach, a dedicated butler service, daily afternoon tea, daily cocktail hour, replenished mini bar once per day, and an adults-only infinity pool with stunning sea views, ensuring maximum comfort and personalised attention. Culinary excellence is at the heart of our dining venues, including two signature à la carte restaurants: Aangan by Rohit Ghai, offering an exquisite Indian culinary journey, and Sultanah, where guests can indulge in refined international cuisine. For a truly unique dining experience, our guests can enjoy private dining on the clifftop, surrounded by the natural beauty of the Gulf of Oman.
Al Husn is also home to Luban Spa, the sole of its kind in Oman, where treatments are derived from the ancient practices of using frankincense, a resin native to Oman known for its healing and rejuvenating properties. These bespoke treatments are designed to rejuvenate the mind, body, and spirit, providing a holistic sense of well-being.
Who are your target customers? Did you observe an evolution in the clientele?
Our target customers primarily come from source markets such as Oman, the United Kingdom, Germany, France, Italy, Switzerland, and the GCC. Additionally, we are actively developing markets in India, particularly for weddings and MICE, as well as catering to Russian nationals both in Russia and around the world, including the GCC and Turkey. While our traditional markets remain strong, we are seeing increased interest from emerging markets across Europe mainly. However, it is important to improve air connectivity to further enhance accessibility for our potential guests from these markets.
To cater for such an internatonal clientele, we are proud to employ a diverse team of 190 collaborators, representing 17 nationalities. This multicultural environment enriches our workplace, fostering creativity, understanding, and a global perspective. We believe that this diversity is a key strength, enabling us to provide exceptional service and create memorable experiences for our guests from around the world.
What are your biggest challenges when recruiting?
Recruitment globally presents several challenges. One of the primary issues is that many young people today are increasingly reluctant to join the service industry. This trend makes it difficult to attract and retain talented individuals who are passionate about hospitality. In addition, we have a specific responsibility towards ‘Omanisation’, which involves developing and growing the local workforce. We are committed to training and retaining Omani nationals across all levels of our organisation. Our comprehensive training programs are designed to ensure that Omanis are well-equipped to contribute meaningfully to our team, from entry-level positions to top management. At Shangri-La we feel a responsibility to provide the right environment to prepare them for future leadership roles.
What's your advice to someone looking to pursue a career in luxury hospitality generally speaking? In Oman specifically?
Pursuing a career in luxury hospitality requires an unwavering passion for service and excellence in every aspect of your role. In this field, your dedication to creating unforgettable experiences for guests is paramount. Embrace continuous learning and strive to exceed expectations, as the industry is ever-changing. In Oman, the unique cultural and natural beauty adds an extra layer of opportunity to deliver exceptional hospitality. This career is challenging yet incredibly rewarding, offering the chance to make a significant impact on guests' lives. Let your enthusiasm and genuine care shine through in every interaction, ensuring that each guest leaves with lasting, positive memories.
To thrive in this industry in Oman, candidates should focus on honing their skills in guest relations, cultural sensitivity, and personalised service. Understanding and aligning with these unique aspects will not only enhance their career but also enrich the experiences of the guests they serve.
Working for Shangri-La Al Husn comes with the added benefit of being part of a larger portfolio within Shangri-La Hotels and Resorts. This provides our team members with access to a wealth of resources, support, and opportunities for growth and advancement.
Additionally, we place a strong emphasis on continuous training and development to help our team members enhance their skills and knowledge. We offer opportunities for cross-exposure to different departments and properties, as well as the possibility to move around within the Shangri-La group. These initiatives not only empower our team members to reach their full potential but also foster a dynamic and enriching work environment.
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