What does it take to be a Hospitality Leader? In an industry that never slows down, it takes utmost dedication and a mindset for continuous innovation to deliver quality guest experiences day in and out. Gulf Insider highlights leaders of the hospitality industry in Bahrain to understand what’s new, what’s next, and what makes them the best.
In this exclusive interview, we learn more about William Fily, the Director of Food & Beverage at The Ritz-Carlton, Bahrain, as he shares his insights and predictions about the hospitality sector, the pivotal moments in his leadership journey, and the innovation that redefines guest experiences at the luxury hotel.
Can you discuss a recent successful innovation that has made an impact on your hotel’s operations?
The Ritz-Carlton, Bahrain has taken a significant step to enhance the Marriott Bonvoy Elite experience by opening Le Jardin Beach Club, designed exclusively for Elite members. It’s a perfect spot for relaxation, offering a peaceful and secluded beach retreat. With 10 sunbeds and 2 well-spaced cabanas, members can enjoy a more private, serene beach day in a special area away from the crowds.
What did you learn from this innovation and the process of implementing it?
As a professional, you’re always learning—whether it’s picking up new ideas or developing fresh concepts. At The Ritz-Carlton, Bahrain, we’re always striving to create new experiences, enhance what makes us unique, and deliver exceptional service. We also make sure our food is of the highest quality, created with the freshest ingredients.
Collaboration and teamwork were the cornerstones of this project. The Food and Beverage division collaborated with different departments that look into the Rooms, the Royal Beach Club, Engineering, Quality, and Housekeeping to breathe life into this concept. We are incredibly proud of this new addition and our guests have been appreciative of this unique experience and concept in our region.
Can you share a defining moment in your career that shaped your approach to hotel management?
For as long as I can remember, I’ve wanted to be in the hotel business. At 16, I had the privilege of working two summers in a row as a valet at a Parisian palace, where I experienced the excellence and “art de vivre” of French hospitality. This fueled my passion for success. In 2013, I joined The St. Regis Bora Bora in French Polynesia, marking my first step into the world of luxury hospitality, and my career quickly took off from there.
Luxury means something different to everyone. In 2016, I became the Director of Food and Beverage at Nihi Sumba, named the best hotel in the world for 2016-2017. Under the leadership of renowned hotelier James McBride, I explored a new approach to hospitality. Nihi isn’t about white-glove service and polished silver; instead, luxury there is defined by the unique, personalized experiences we create for each guest.
Nihi still holds a special place in my heart. I love its authenticity, the simple beauty of the decor and architecture, and the warm smiles and kindness of the Sumbanese people—it truly feels like a home away from home. Now, I’m incredibly proud to be part of The Ritz-Carlton, Bahrain, led by Mr. Bernard de Villele, a passionate leader with nearly 40 years of experience in luxury hospitality. He’s a true inspiration, and I’m excited to continue striving for world-class excellence in the region. Our resort is a gem in the Kingdom, and we’re dedicated to preserving its legacy by enhancing dining, resort features, guest experiences, and more.
What are your goals for the hotel in the coming year?
When I think about what hotels will be like in the 2030s, I imagine something called “augmented hospitality.” At The Ritz-Carlton, we believe a hotel is more than just a place to stay. It’s a destination people can enjoy, even if they live nearby. You can come for a meal, relax at the spa, or spend time at the beach and pool. In the future, there could be even more services available, making the hotel a place for everyone to enjoy.
What future trends in hospitality do you envisage, and how is your hotel preparing for them?
The hybrid model, where hotels cater not only to travellers but also to locals, is becoming a major trend in hospitality. Here’s a bold prediction: in the 2030s, many people might choose to live in hotels instead of apartments. Think about it—today, you might have a dining room in your apartment that you only use occasionally. Do you really need that extra space every day? Probably not. So, instead of a big apartment, you could live in a smaller space and rely on a hotel for services like dining or social gatherings when you need them. A hotel could easily meet those needs.
What, in your opinion is the one major quality every hospitality leader must possess?
Passion. Since there’s constant interaction with people, the attitude employees bring to their job is always visible to customers. A manager who is passionate about a project or goal can inspire that same passion in their team. On the other hand, if a leader lacks enthusiasm, it can lead to uninspired performance from the employees.
Read more stories from Gulf Insider’s Leaders in Hospitality series
