For this edition of Hotel Insider, we have a chat with Rochelle Kilgariff, the General Manager of Ifuru Island Maldives, the recently opened 5-star luxury resort island in Raa Atoll, offering commercial skydiving for the first time in the Maldives.
With over 30 years in luxury resort management, Rochelle shares with us her experience of being a general manager, what she and her team aim to provide to guests who visit Ifuru Island, as well as what exactly goes into managing the successful pre-opening of a property.
Hotel Insider: You have extensive experience in the luxury hospitality sector, working with many different properties. What drew you to this industry in the first place?
Rochelle: It’s difficult to pinpoint just one reason. My journey in this industry has been shaped by a combination of factors. The joy of helping people and the influence of inspirational personalities I’ve met along the way have played significant roles in the joy of the job as well. I truly love my job and the personal connections that it has helped me to forge with so many people. Factoring in some hard work and passion – it has made this career incredibly rewarding.
Hotel Insider: Ifuru Island Maldives is a truly secluded, getaway resort with over 147 villas and various special restaurants and amenities. How do you make sure that your guests can have a truly luxurious experience unique to them?
Rochelle: At Ifuru Island Maldives, we believe that luxury is about personalisation and the connection with our guests. To that end, we have empowered every employee to be a Star and that’s why we are called the Ifuru All Stars.
I have had the opportunity and pleasure to travel extensively to 95 countries and my most cherished experiences have nothing to do with 5-star establishments; it’s been about the connection and service provided by people in those roles. Our team understands this and it’s part of our four pillars and our core values. We also continuously innovate and introduce new amenities and services to keep the guest experience fresh and unique.
Hotel Insider: Ifuru is the first resort in the country to introduce commercial skydiving to both tourists and locals. What has the guest response been like to that? Would you say this has helped to attract a new market of visitors to the country?
Rochelle: Our skydiving offering has been overwhelmingly fun and highly positive. Guests are thrilled by the unique opportunity to experience the Maldives from such an exhilarating perspective. We have had jumpers from 7 to 77 years old who have said that it’s the best experience they’ve ever had and expressed interest in doing it again. We have also had five world champion skydivers quote that it is the best skydive location in the world.
It has indeed attracted a new segment of adventure-seeking travelers who might not have considered the Maldives as their destination before. This initiative has not only enhanced our guests’ experience but also positioned Ifuru Island as a trailblazer in innovative luxury offerings.
Hotel Insider: You’ve been a general manager at quite a few properties. How do you ensure that you always stay at the top of your game when moving from one property to another?
Rochelle: The pure passion and enjoyment of building teams and products. Each property has its own set of challenges and opportunities, and I make it a point to immerse myself in the local culture and the unique aspects of each location. Additionally, I prioritise building a strong, motivated team and fostering an environment where creativity and innovation are encouraged. Staying attuned to industry trends and maintaining a network of industry peers also helps me stay informed and inspired; social media has us connected 24/7!
However, I’m also a strong believer in work-life balance and taking time out between passion projects is essential so when you start you can bring that extra magic to create a new island and resort energy.
Hotel Insider: You specialise in pre-opening management, and you were actively involved in the pre-opening of two resorts here in the Maldives as well. In your opinion, what elements need to be present for a luxury resort to be successful?
Rochelle: Successful pre-opening management hinges on meticulous planning and execution. Key elements include a clear vision of the guest experience, thorough market research, and a well-defined brand identity. It’s essential to assemble a passionate and skilled team early on, as they will set the tone for the resort’s operations. Attention to detail in design and amenities, effective marketing strategies, and robust operational systems are also critical. Most importantly, creating a culture of service excellence and fun from day one ensures that the resort delivers on its promises of luxury and uniqueness. We aim to be happy people who are taking care of happy people and our passion is to make them even happier. It’s a truly virtuous circle.
Hotel Insider: It was lovely speaking with you, Rochelle. Thank you so much for you time.