Hampton by Hilton Marjan Island, a premier hospitality gem located in Ras Al Khaimah, has made an impressive mark in its first three years of operation. Opened in 2021, the hotel has quickly established itself as a leader in the region’s competitive hospitality market. Under the leadership of General Manager John Riad, the property has not only thrived but has also significantly contributed to the local tourism industry’s growth. Over the past three years, the hotel has celebrated numerous successes, including welcoming over one million guests and earning prestigious accolades such as the RAK Green Hotel Award. The hotel was also recently named Ras Al Khaimah’s Leading Hotel 2024 by the World Travel Awards, highlighting its exceptional service and contributions to the region’s tourism.
ArabiaTravelNews.com spoke with General Manager John Riad to delve into the hotel’s achievements, sustainability initiatives, and future plans.
1. What are some of the key achievements and standout moments that have set apart Hampton by Hilton Marjan Island in its first three years?
I’m incredibly proud to share the remarkable journey of Hampton by Hilton Marjan Island over the past three years. Since opening in 2021, we’ve achieved significant milestones that have elevated our presence in Ras Al Khaimah’s hospitality sector. Our success is a testament to the unwavering dedication and exceptional talent of our diverse team, representing 27 nationalities.
Together, we have created a culture of excellence that consistently exceeds guest expectations. Our focus on key performance indicators like Stay Score and Service Quality has resulted in an impressive guest satisfaction record, culminating in over one million guests choosing to stay with us, significantly contributing to Ras Al Khaimah’s tourism growth. Our strong financial performance is reflected in our #1 position within our competition set. Hampton by Hilton Marjan Island has consistently outshone its peers in competitive performance. Year-to-date, we have achieved the highest levels of both rooms and Food & Drinks revenue since the hotel’s opening.
This highlights our ability to drive revenue while maintaining exceptional standards. Our commitment to sustainability is deeply ingrained in our operations. As pioneers in the region, we’ve been recognized with prestigious awards like the RAK Green Hotel Award and nominations for the Middle East’s Leading Green Hotel, highlighting our commitment to responsible tourism and a greener future.
Additionally, the culinary landscape in Ras Al Khaimah has been transformed by our F&D outlets, CLAW BBQ and Karma Kafé by Buddha-Bar. Both restaurants have garnered immense popularity, with Karma Kafé by Buddha-Bar being honored with the TripAdvisor Travellers’ Choice Award ranking it as the number one restaurant in Ras Al Khaimah and placing it among the world’s top 10% of restaurants on TripAdvisor. Their success is a testament to our commitment to delivering world-class dining experiences. In recognition of our excellence, Hampton by Hilton Marjan Island has been named Ras Al Khaimah’s Leading Hotel 2024 by the World Travel Awards. This accolade reaffirms our leadership in hospitality and our dedication to unparalleled guest experiences.
2. How has Hampton by Hilton Marjan Island contributed to Ras Al Khaimah’s recognition as the fastest-growing tourism destination in the region?
We have seen incredible tourism growth in Ras Al Khaimah, and I feel truly honored that Hampton by Hilton Marjan Island has been a part of this journey. Since opening in 2021, we have welcomed over a million guests, contributing to the emirate’s thriving hospitality sector. Our goal has always been to attract a diverse range of visitors and to share Ras Al Khaimah’s unique charm and stunning natural beauty with the world. We’re dedicated to continuing our partnership with the emirate to help it shine as a world-class destination.
3. How has your extensive experience in the industry influenced your leadership style, and what unique approaches have you implemented at Hampton by Hilton Marjan Island to drive its success?
My career in hospitality has been a journey of continuous learning and adaptation. Over the years, I’ve developed a leadership style that prioritizes effective communication as the cornerstone of our operations. At Hampton by Hilton Marjan Island, I have embedded this strategy into our daily practices, ensuring that clear and logical communication comes first. By starting with communication, we lay a solid foundation for collaboration across all departments. This approach naturally leads to empowerment, as team members are well-informed and confident in their roles. They feel empowered to make decisions that align with our goals and contribute meaningfully to our success. Daily briefings and ongoing inter-departmental communication keep everyone aligned and engaged. This structured yet flexible approach fosters a sense of ownership and engagement, allowing us to deliver exceptional guest experiences that embody the true spirit of “Hamptonality.”
4. What sustainability initiatives have the property implemented, and how have these initiatives impacted the local community and environment?
Sustainability has been a core value for Hampton by Hilton Marjan Island since our inception. Our commitment to sustainability was significantly advanced when we became one of the first hotels in the region to install a Biodigester. This innovative system has diverted hundreds of tons of food waste from landfills and significantly reduced our carbon emissions by an impressive 1,139 tons. We’ve also taken proactive steps to eliminate single-use plastics, preventing 148,877 plastic bottles from ending up in landfills. Our robust recycling program has processed 46.08 tons of plastic, 32.33 tons of glass, 74.9 tons of cardboard, and 15.9 tons of cooking oil. To support sustainable transportation, we installed the first EV charger on Marjan Island, encouraging the adoption of electric vehicles.
Our commitment to sustainability extends to our local sourcing practices, showcased through the Hilton EMEA 80-Kilometres Menu, which features fresh, locally produced ingredients that reduce our carbon footprint while supporting the local economy. Additionally, we have embraced cutting-edge technology with the implementation of Winnow, an AI-driven waste management system that optimizes food usage and minimizes waste.
Beyond our hotel, we partner with the UAE Food Bank and the RAK Autism Centre to give back to the community. These initiatives have allowed us to make a positive impact on the lives of those in need, fostering a sense of responsibility and care within our team. These efforts have earned us EarthCheck Silver status, underscoring our leadership in responsible tourism. We continue to seek new ways to reduce our footprint and enhance our positive contributions to the community and the environment.
5. What’s the secret to enhancing customer engagement and fostering guest loyalty in a hotel? What measures has Hampton by Hilton Marjan Island taken to ensure guest satisfaction?
The secret to enhancing customer engagement and fostering guest loyalty lies in creating genuine connections and consistently exceeding expectations. At Hampton by Hilton Marjan Island, we have cultivated a culture of exceptional service through a developed team communication system that empowers our staff to anticipate guests’ needs and deliver personalized experiences. By integrating real-time feedback and communication tools, our team is equipped to offer tailored services that enhance each guest’s stay. Our commitment to guest satisfaction is reflected in our proactive approach. We’ve invested in advanced technology, including Hilton’s digital platforms, to personalize communications, streamline services, and gather actionable insights. This allows us to respond promptly to guest preferences and continuously refine our offerings.
6. How essential is a hands-on approach in ensuring positive guest experiences?
A hands-on approach is absolutely essential in ensuring positive guest experiences. While technology and systems play a crucial role, there’s no substitute for human interaction. It’s through direct engagement with guests that we can truly understand their needs, exceed their expectations, and build lasting relationships. By being present and visible, leaders can inspire their teams to deliver exceptional service. It also allows us to identify areas for improvement and implement changes quickly. Ultimately, a hands-on approach fosters a culture of care and attention to detail, which are fundamental to creating unforgettable guest experiences.
7. Can we see the hotel leverage AI and other innovative technologies to improve service delivery and personalize guest interactions? What’s in store for the next 3 years?
One of the key innovations we’re implementing is the use of Winnow, an AI-powered waste management system that optimizes food usage and reduces waste, to improve our operations. We are in the process of implementing Digital Messaging for hotel guests, allowing them to text for on-property requests. Partnering with Kipsu, Hilton is introducing this system which will facilitate messaging through the Hilton Honors app, SMS, and WhatsApp. This system will help us to answer any questions our guests may have quickly. This will cover everything from late check-out requests and extra pillows to wine glasses and replacement toothbrushes. When guests feel supported, they are more likely to return.
8. How has Hampton by Hilton Marjan Island adapted to recent trends in the hospitality industry, particularly in response to the evolving preferences of travelers?
By continuously evolving with the latest hospitality trends, we’ve redefined the travel experience at Hampton by Hilton Marjan Island. Our transformative approach has turned the hotel into a destination, highlighted by the introduction of two standout dining options that have reshaped the Emirate’s F&D landscape. CLAW BBQ has energized the local dining scene with its vibrant seafood and grill offerings, set against a backdrop of nostalgic games and sports action on 40 indoor screens. Conversely, Karma Kafé by Buddha-Bar has elevated the culinary experience with its luxurious Pan-Asian cuisine and live entertainment, creating unforgettable dining moments. These additions have set new benchmarks for dining and positioned our hotel as a top choice for culinary adventures.
We also cater to active travelers and families with children by providing a range of exciting activities. Our expansive kids’ club and diverse beach facilities offer endless fun, including beach volleyball, a wet football pitch, and thrilling sea water polo. For adventure seekers, our Adventure Sports hub delivers adrenaline-pumping experiences like jet skiing, kayaking, and e-foiling. These dynamic offerings, alongside our exceptional dining experiences, make Hampton by Hilton Marjan Island a standout destination.
9. How does the property invest in employee training and development to ensure high service standards and guest satisfaction?
We believe that empowered and knowledgeable employees are key to our success. Our comprehensive training programs cover everything from hospitality basics to specialized skills. We place a strong emphasis on cultural awareness and understanding diverse guest needs, while also offering leadership development programs to cultivate future leaders within our team. Continuous growth is encouraged through certifications and training opportunities, complemented by on-the-job training and mentorship. By investing in our employees, we enhance their capabilities and foster a positive work environment that drives both employee satisfaction and loyalty.
10. What are your future goals for Hampton by Hilton Marjan Island, and how do you plan to stay ahead in the competitive hospitality market?
Looking ahead, Hampton by Hilton Marjan Island aims to become a premier destination, offering more than just accommodation. We recognize the growing demand for active and family-oriented holidays and are committed to blending adventure, relaxation, and exceptional dining. Our diverse activities ensure that every family member creates lasting memories. We continually review guest feedback to introduce new beach facilities and attractions. By focusing on our unique restaurants, vibrant atmosphere, and dynamic recreational options, we strive to deliver a truly memorable experience for every guest.
