A top-tier hotelier with over 30 years’ experience, Stuart De San Nicolas thrives in managing the unique yet complementary challenges of luxury hotels. His journey began in 1993 at the Hyatt Regency group in France, honing his skills at a global level where he has since built a distinguished reputation.
Stuart’s interest in remote locations and extensive experience has brought him to the Maldives where he currently holds the position of Cluster General Manager of Anantara Kihavah Maldives Villas, Avani+ Fares Resort, and NH Collection Maldives Havodda. At Minor Hotels, Stuart adeptly oversees multiple properties, navigating the intricacies of the cluster general manager role.
For this edition of Hotel Insider, we have a chat with Stuart on his professional journey. With each in-house brand at Minor Hotels contributing individually to the group’s growth objectives, Stuart’s newest challenge is to deploy his inspiration and expertise to achieve service excellence and commercial consistency, two of his fortés.
Hotel Insider: Looking at your last 5 years of work, it seems you have a liking for island destinations. From Mauritius to French Polynesia and now the Maldives, what intrigues you about working in island destinations?
Stuart: What intrigues me about working in island destinations is the unique blend of natural beauty, cultural richness, and the opportunity to create exceptional guest experiences. Places like Mauritius, French Polynesia, and the Maldives offer some of the most stunning landscapes in the world, with pristine beaches and crystal-clear waters that provide a breathtaking backdrop for our properties. The cultural diversity of each island adds another layer of fascination, allowing me to immerse myself in different traditions and incorporate local elements into our guest offerings.
Managing luxury properties in these destinations is particularly exciting because it attracts a high-end clientele seeking bespoke experiences. This environment challenges me to continuously elevate our service standards and innovate in hospitality management. The logistical and environmental challenges of operating in remote locations push me to find creative solutions, which is both intellectually stimulating and professionally rewarding.
Working in island destinations also allows for a deeper connection with the local community and a focus on sustainable practices. It’s gratifying to contribute to the local economy and engage in conservation efforts, ensuring these beautiful places are preserved for future generations. The dynamic and fulfilling nature of working in island settings continually inspires and motivates me, making it a truly unique and rewarding experience.
Hotel Insider: What does a day look like in your current position as Cluster GM of Minor Hotels?
Stuart: A typical day in my role as Cluster General Manager of Minor Hotels in the Maldives is centered around strategic oversight, enhancing guest experience, fostering employee wellbeing, and driving growth.
My day begins with a strategic review of our key performance indicators, focusing on occupancy rates, guest satisfaction scores, and financial metrics. This sets the stage for the day’s priorities and helps in making informed decisions to ensure we are on track with our targets.
I then meet with department heads to discuss operational opportunities and sales and marketing strategies. We analyze market trends, competitor activities, and guest feedback to refine our approaches and ensure we are maximizing our revenue potential while delivering exceptional value to our guests. This strategic alignment across departments is crucial for maintaining our competitive edge.
Guest experience is at the heart of everything we do. I spend part of my day in the property I directly manage and others while doing site inspections, engaging with guests, listening to their feedback, and understanding their needs. This direct interaction allows me to gather insights that inform our service strategies and ensure we are consistently exceeding guest expectations.
Employee wellbeing and development are also key strategic priorities. I hold regular meetings with our human resources team to review staff performance, identify training needs, and discuss initiatives to enhance employee satisfaction and retention. By investing in our team’s growth and creating a supportive work environment, we ensure that our staff are motivated and equipped to deliver outstanding service.
Daily connection with all the general managers in my cluster is vital for optimizing business operations and discussing strategy. We hold regular meetings to talk business, share best practices, and attend weekly sales and revenue meetings. This constant communication and collaboration enable us to address challenges promptly and continuously improve our service standards. We also work on how to enhance our synergies in terms of staffing, allowing us to move our team members from one property to another when needed in low or high occupancy.
Growth and innovation are constant focuses. I dedicate time to long-term planning and development projects, such as exploring new business opportunities, enhancing our property offerings, and implementing sustainable practices. This forward-thinking approach helps us stay ahead in the industry and continuously improve our operations.
The day often concludes with a review of the day’s achievements and challenges, ensuring that we maintain momentum towards our strategic goals. This comprehensive approach, balancing strategic oversight with a strong emphasis on guest experience, employee wellbeing, and growth, is what drives Minor’s success in delivering luxury hospitality in the Maldives.
Hotel Insider: You have an impressive track record of increasing the average daily rate (ADR) at your postings. What key elements do you focus on to maintain and increase growth in ADR?
Stuart: To maintain and increase growth in the Average Daily Rate (ADR), I focus on several key elements that drive value and demand for our properties.
Firstly, market positioning and differentiation are crucial. Understanding our unique selling points and effectively communicating them to our target market helps us stand out. This includes highlighting the exclusivity, luxury, and unique experiences our properties offer, such as bespoke services, private villas, and exceptional dining experiences.
Revenue management strategies play a pivotal role. This involves analyzing market trends, booking patterns, and competitor pricing to set optimal rates.
Enhancing guest experience is another critical focus. By providing exceptional service and creating memorable experiences, we not only attract high-paying guests but also encourage repeat visits and positive reviews. This includes personalized services, unique activities, and consistently exceeding guest expectations.
Targeted marketing and sales efforts are essential to reach high-value guests. We leverage digital marketing, social media, and partnerships with luxury travel agents to attract affluent travelers. Tailored promotions and packages that cater to specific guest needs and preferences also help drive higher ADR.
Investing in property upgrades and amenities ensures we maintain a premium offering. Regularly updating facilities, adding new features, and ensuring our properties are in pristine condition contribute to justifying higher rates. Guests are willing to pay more for modern, luxurious, and well-maintained accommodations.
Customer loyalty programs and direct booking incentives help increase ADR by encouraging guests to book directly with and allows us to build stronger relationships with our guests, leading to repeat business and higher rates.
Lastly, staff training and development are vital. A well-trained, motivated team delivers better service, which directly impacts guest satisfaction and perceived value. Investing in our employees ensures they are equipped to provide the high level of service expected at our luxury properties.
By focusing on these key elements, we create a compelling value proposition that supports sustained growth in ADR, ensuring our properties remain highly desirable and profitable.
Hotel Insider: What’s the one aspect of your current role that is non-negotiable for you?
Stuart: The one aspect of my current role that is non-negotiable for me is maintaining an unwavering commitment to exceptional guest experience. Ensuring that each guest receives personalized, high-quality service and leaves with memorable experiences is paramount.
This commitment encompasses several non-negotiable practices. First, consistent quality and excellence in every detail, from the cleanliness of the rooms to the quality of the food, must meet the highest standards. Second, actively listening to guest feedback and swiftly addressing any concerns is crucial to ensure that guests feel heard and valued. Third, our staff must be well-trained, motivated, and aligned with our commitment to guest satisfaction, requiring continuous investment in their development. Fourth, tailoring services to meet the individual needs and preferences of each guest is a hallmark of luxury hospitality, and we strive to anticipate and exceed guest expectations through thoughtful, personalized touches.
I have a clear vision as an expatriate to share my knowledge with the local community & team members and help them grow in their careers. It is important to me that local employees are empowered to take control of their career paths. We are welcomed in the Maldives, and I have a high respect for the local community, for which I am very thankful. By prioritizing these elements, we not only enhance the guest experience but also foster loyalty, encourage positive reviews, and drive repeat business. This focus on exceptional guest experience, combined with a dedication to developing local talent, is the cornerstone of our success and something I am unwaveringly committed to maintaining.
Hotel Insider: You’ve worked with different cultures. What sets Maldivian hospitality apart?
Stuart: Maldivian hospitality is distinguished by its genuine warmth, personalized service, and deep connection to the natural beauty of the islands. What sets it apart are several unique aspects:
Firstly, the natural friendliness and warmth of the Maldivian people create an inviting and comfortable atmosphere for guests. There is a sincere desire to make visitors feel welcome and at home, which is evident in every interaction.
Secondly, the emphasis on personalized service is a hallmark of Maldivian hospitality. Staff go above and beyond to cater to individual guest preferences and needs, ensuring a tailored and memorable experience. This level of attentiveness and customization makes each guest feel uniquely valued.
The Maldivian culture’s deep connection to the sea and nature also plays a significant role. This connection is reflected in the hospitality industry, where there is a strong focus on showcasing the natural beauty of the islands. Activities such as snorkeling, diving, and sunset cruises are not just offered as services but as experiences that highlight the stunning marine life and landscapes.
Sustainability and environmental stewardship are also integral to Maldivian hospitality. There is a concerted effort to preserve the pristine environment, and this commitment to sustainability is communicated to guests, who are encouraged to participate in eco-friendly practices and conservation efforts.
Lastly, the fusion of traditional Maldivian culture with luxury service standards creates a unique hospitality experience. Guests can enjoy high-end amenities and services while also engaging with local customs, cuisine, and traditions, offering a rich and immersive cultural experience.
I am incredibly thankful for the incredible teams we have under Minor in the Maldives and very proud of them. Their dedication, skill, and commitment to excellence are what truly make our properties exceptional and ensure that every guest has an unforgettable experience.
Hotel Insider: Thank you, Stuart. It was our pleasure to speak with you.