Chris Wayne-Wills discusses how overcoming challenges has shaped his leadership, strengthened team culture and redefined excellence while managing JA Ocean View and The Manor.
How have challenging periods reshaped your perspective on what defines excellence in hospitality?
Excellence in hospitality is about people because their dedication transforms every guest experience into something unique and memorable each day. Additionally, the defining difference between a good and a great hospitality experience is entirely focused on fostering authentic human connection. During the Covid lockdowns we lost this vital connection which therefore reaffirmed for me the importance of experiential human interaction consistently. Consequently, excellence requires ensuring every guest moment feels effortless yet remains truly unforgettable throughout the duration of their entire stay.
In what ways has adversity influenced how you nurture talent and build team culture?
Adversity has taught me that we must focus on being both a five-star employer and a five-star hotel company. Furthermore, my role is to ensure colleagues have the best environment enabling them to deliver their very best work consistently.
People are the engine room of all growth, thus investing in talent as well as properties remains critical. Consequently, without great teams we cannot achieve exceptional results. Thus, every operational decision must reflect a people-first culture consistently throughout.
How has navigating different environments altered your vision of success and achievement in hotels?
Different markets owners and companies often have unique visions of success depending upon each property’s stage in its lifecycle. Although investment cycles vary, the essence of hospitality remains unchanged, from the welcome at arrival to the final room presentation. We must remember that today’s quality directly influences tomorrow’s profits, meaning operational excellence affects both reputation and financial performance significantly. Moreover, true success is creating hotels that are great places to work, stay or visit, guiding all operational decisions consistently.
What do you bring to your role in Dubai today?
I bring decades of varied experience operating five-star and four-star service hotels, resorts and complexes, spa and golf properties. Since the beginning, my purpose has always been the relentless pursuit of perfection. Therefore, I bring all of that ambition with me daily. Additionally, I am aware of the generational shift in expectations which is why I qualified as an executive coach in 2022. Consequently, my approach ensures colleagues achieve their best possible selves because team growth and personal fulfillment are inseparable from hotel success.
What are your plans for the future?
My plans involve continuing to elevate hospitality fundamentals while building excellence that consistently exceeds guest expectations. Furthermore, I aim to enhance all aspects of hotel operations and performance, contributing measurable value to JA Resorts & Hotels. It is a privilege to lead hotels where craft, care and legacy intersect.
