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LEADER: OMER ACAR, CEO, FAIRMONT & RAFFLES HOTELS AND RESORTS: "AIM TO EXPERIENCE ALL ASPECTS OF THE BUSINESS"

A seasoned luxury hospitality veteran who worked his way from food and beverage to CEO in 2023, championing creativity and human connection in an ever-evolving industry.

LEADER: OMER ACAR, CEO, FAIRMONT & RAFFLES HOTELS AND RESORTS: "AIM TO EXPERIENCE ALL ASPECTS OF THE BUSINESS"

A seasoned luxury hospitality veteran who worked his way from food and beverage to CEO in 2023, championing creativity and human connection in an ever-evolving industry.

Category: Worldwide - Careers - Interviews and portraits - Career - Interviews - Industry leaders
Interview made by Sonia Taourghi on 2025-02-14


Omer Acar, PDG de Raffles and Fairmont Hotels & Resorts

Omer Acar, PDG de Raffles and Fairmont Hotels & Resorts
Photo credit © Raffles and Fairmont Hotels & Resorts


With a three-decade career that reads like a masterclass in luxury hospitality evolution, Omer Acar embodies the journey from operational excellence to visionary leadership. Beginning in food and beverage operations in the early 1990s, where he learned the art of creative problem-solving through experiences like revolutionising beach service in Maui with a simple radio system, Acar has consistently demonstrated an innate understanding of both guest experience and operational efficiency. His trajectory through various cultural landscapes - from Turkey to France, where he led prestigious properties in the 2000s, to his transformative roles in the UK throughout the 2010s - has shaped his unique perspective on luxury hospitality, one that emphasises universal values of personalised service and exclusive access while remaining grounded in operational excellence

As CEO of Raffles Hotels & Resorts and Fairmont Hotels & Resorts since 2023, Acar has taken on the delicate task of stewarding two of hospitality's most storied brands through a period of unprecedented growth and transformation. His approach to maintaining distinct brand identities while leveraging Accor's core strengths reflects a deep appreciation for heritage combined with a forward-looking vision. Under his leadership, Raffles emphasises its deep connection to arts and culture, offering what he describes as "a glamorous experience with a touch of the unexpected," while Fairmont maintains its position as the gathering place where communities come together and history-defining moments unfold. This careful balance of preservation and innovation has become a hallmark of his leadership style.

In an industry facing significant challenges, from staffing shortages to evolving guest expectations, Acar has distinguished himself through his commitment to nurturing the next generation of hospitality professionals and embracing sustainable luxury. His leadership philosophy, shaped by decades of hands-on experience, sheds light on the importance of experiencing all aspects of the business. This belief has earned him respect throughout the industry. Partners and colleagues particularly note his ability to drive meaningful change while maintaining the unique character of each brand under his stewardship, whether overseeing the expansion of Raffles' ultra-luxury portfolio from 23 properties in 2024 or guiding Fairmont's evolution as a destination for life's milestone moments across its 88 hotels in 30 countries. Throughout his interview, Acar lives up to his well-earned reputation.

Journal des Palaces: Having worked your way up from Food & Beverage positions to CEO, what key lessons from your operational experience inform your leadership approach today?

Omer Acar: That solving problems with creativity allows you to enhance the guest experience while also creating operational efficiencies. Early in my career, while working in food and beverage at a hotel in Maui, it was holiday time, and the hotel was fully booked. There was a particular seaside restaurant that was very popular at lunch, leading to long wait times for guests, delays in service, and many complex orders that were difficult for the kitchen to complete efficiently. I wanted to solve this problem for both our guests and our kitchen team, so I went to the store and bought a stack of radios. In the morning, we would take orders from the families on the beach and leave them with a radio, which we would call them on when their food was ready. This simple solution made everyone happy – our guests didn’t have to wait, and their food was ready upon their arrival at the restaurant. Meanwhile, our kitchen could prepare orders more efficiently, and we were turning tables three times faster. This experience reinforced the value of out-of-the-box thinking and the importance of empowering your teams to act, as great ideas can come from anywhere.

As someone who has led luxury properties across different cultures (Turkey, France, UK), how has this international perspective influenced your definition of luxury hospitality?

Luxury travellers around the world desire value, highly personalised service, and exclusive access. Universally, guests want to be inspired, and a true luxury experience goes beyond meeting expectations – it’s about delivering something they never even imagined possible. From an operational perspective, it is also the ability to overcome when things go wrong. Being able to quickly solve a problem for a guest and perhaps even turn it into a positive experience defines luxury hospitality globally.

What strategies are you implementing to maintain distinct brand identities while leveraging Accor’s core principles and values?

Maintaining brand differentiation is critically important as it provides travellers with a variety of options, and we know our owners and developers want to partner with strong brands. To maintain the unique identities of Raffles and Fairmont, we are focusing on honouring the distinct heritage of each brand while ensuring they evolve to meet the expectations of today’s luxury travellers.

Across our Raffles properties, we will continue to emphasise the brand’s deep connection to arts and culture, offering a glamorous experience with a touch of the unexpected. We are creating a world of inspiration, blending elegance with enchantment, where every stay is filled with magical moments brought to life by our legendary Raffles Butlers. For Fairmont, we are leveraging the brand’s iconic status, positioning it as the place where communities come together and where history-defining moments unfold. We want Fairmont to be synonymous with energy, life, and celebration – whether hosting the most talked-about events or offering intimate experiences that mark life’s milestones.

How are you addressing the challenge of staffing shortages in the luxury hospitality sector? Do you have specific programmes to communicate with the next generation?

The next generation is essential to the continued success and development of the hospitality industry, so we’ve partnered with educational institutions to promote career paths within hospitality through internships, job shadowing, and speaking events. By showcasing the unique, dynamic experiences that hospitality careers offer and highlighting personal and professional growth opportunities, we aim to inspire younger generations to explore this rewarding industry.

Can you tell us more about your expansion strategy for both brands in emerging markets, particularly Asia and the Middle East? And the key openings to look for.

Raffles’ expansion strategy focuses on thoughtful growth in key markets and vibrant resort destinations. With only 23 hotels globally, there is a tremendous opportunity for growth, but we want to be strategic in our expansion to ensure our unique brand positioning resonates in the local markets. The upcoming Raffles Sentosa Singapore, set to debut this spring, exemplifies this approach. Recent openings like Raffles Jaipur joining Raffles Udaipur highlight our commitment to India, where we’ve also announced Raffles Goa Shiroda, slated for 2030. In 2023, Raffles Boston marked the brand's debut in North America, where we’re actively exploring further opportunities, particularly in the mountains, where I would love to have a ski resort that captures the brand’s elegance. The Middle East presents exciting opportunities and represents an important part of our pipeline, with new properties planned for Jeddah, the Red Sea, and Riyadh in Saudi Arabia, reflecting the region’s luxury travel potential.

Fairmont has a much broader global presence, with 88 hotels across 30 countries, but there are still many markets with substantial growth potential, including emerging markets. In India, we plan to expand beyond our current property in Jaipur with new hotels in Mumbai, Agra, and Udaipur. Similar to Raffles, the Middle East is another region where we see incredible potential, with several new Fairmont hotels in development, especially in Saudi Arabia, including in Jeddah, the Red Sea, and Riyadh. In the United States, we are excited about the recent transformation of the Fairmont Breakers Long Beach in California and the groundbreaking of Fairmont New Orleans, continuing our tradition of iconic properties in prime locations.

What sustainability initiatives are you prioritising across both hotel portfolios, and how do they align with luxury guests' expectations?

Raffles and Fairmont are both part of Accor, which has some of the hospitality sector’s most ambitious sustainability commitments, recognising that sustainable practices are critical to the industry's future. We believe luxury and sustainability can go hand in hand, whether through removing the breakfast buffet and instead providing an à la carte menu with locally sourced produce or having a Marine Butler educate and provide guidance before a snorkelling excursion. Each brand is taking its own approach to integrating responsible practices into its operations, ensuring that we’re doing our part to protect the planet, benefit the communities where we operate, and ensure we are making thoughtful choices before the first stone is even laid for a new hotel.

What role do you see technology playing in enhancing the guest experience?

While technology enhances convenience, we believe human touch and interaction should remain central to the guest experience—it's what transforms an ordinary stay into something extraordinary. Luxury is rooted in craftsmanship and quality, but it's brought to life through authentic human connections. We are using technology to simplify and streamline services, ensuring it enhances, rather than detracts, from the overall guest journey. For instance, at Raffles, our butlers now communicate with guests via text or WhatsApp, offering a quicker, more modern way to connect. At Fairmont, guests can enjoy seamless entry with Digital Key and stream their own content through Accor Cast, ensuring a more comfortable and convenient stay.

What would be your main advice to someone starting in the hospitality profession?

You’ve picked the best industry! Aim to work in various roles so you can experience all aspects of the business, which will allow you to better innovate and drive meaningful change the further along you get in your career. Additionally, surround yourself with amazing people who motivate and empower you –hospitality is full of passionate people who will make work feel less like a job.

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About the author

A lover of human interactions, Sonia started her journalism career in various media outlets before moving to London and shifting to the digital industry. Listening to her calling, she's picking up her pen to share the passion and ambitions of luxury hospitality.

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