In a hotel that never sleeps, culture is not a slogan, it is a strategy. At Fairmont The Palm, GM José Martins dos Santos reveals how visible leadership, clear expectations and daily discipline turn routine operations into a consistently winning team.
In a hotel environment where operations run around the clock, how do you build a culture that keeps teams consistently motivated and engaged?
In an industry deeply rooted in human interaction and intensive labor, it is essential to establish clear priorities from the outset. Moreover, dedicating time to motivate and engage the team proves just as critical as performing our daily operational responsibilities. Consider it fuel in the tank, because we must periodically refuel if we expect sustained performance. However, this approach does not require closing the hotel to assemble teams for formal motivational gatherings. Instead, most meaningful leadership moments occur in the lobby, on guest floors and across outlets where teams operate together. There, leaders interact with guests alongside colleagues and consequently reinforce standards while supporting daily operational demands. Furthermore, frontline teams consistently seek direction, and therefore visible leadership significantly strengthens engagement and professional confidence. Thus, the longer leaders remain present on the floors, the higher overall motivation and collective commitment will rise.
What specific behaviors do you expect from heads of department (HODs) to ensure service excellence begins behind the scenes?
Similarly, heads of department remain constantly observed by their teams, and therefore carry an even greater level of responsibility. In our industry, leaders must consistently remain composed, control their emotions and interact with teams exactly as they expect teams to engage with guests.
How do you balance performance expectations with team wellbeing?
Generally speaking, the hotel workforce across the Middle East demonstrates a strong and commendable willingness to achieve excellence. Therefore, providing the right tools, remaining present and positive, and consistently listening and engaging remain powerful drivers of team success. Moreover, these very attitudes mirror the behaviors we expect when interacting with guests each day. Ultimately, by making guests feel valued, cared for and genuinely important, we reinforce the same culture we cultivate internally.
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