Anna-Marie Dowling, General Manager of Nofa Riyadh, A Radisson Col-lection Resort, has made a remarkable impact with over 30 years of experience in the hospitality industry. Her tenure at Nofa Riyadh is distinguished by her commitment to employee engagement, revenue growth, and sustainability, showcasing her ability to drive significant improvements and set new standards in luxury hospitality. Central to Anna-Marie’s approach is her dedication to fostering a culture of loyalty and engagement among both employees and guests. She has implemented a range of strategies to ensure that every team member feels valued and invested in the hotel’s success. Notably, she has increased Saudization from 38% to 50%, focusing on recruiting and developing Saudi nationals and mentoring women into senior roles. An agreement with Muzahimiyah Tourism College supports students with practical experience, with nine Saudi students currently participating in a three-month internship program at the resort. Anna-Marie launched the “Nofa Spirit” service culture training program, which outlines the resort’s mission to “Enrich Lives and Celebrate Nature.” The program’s performance indicators include Colleague Engagement (CE), Guest Engagement (GE), Profitability (PR), and Sustainability, with clear targets set for each. Year-to-date results are impressive, with CE at 86.5%, GE at 90.1%, and a GOP of 13.5%, exceeding the budget by 11.9%. Additionally, ten new sustainability initiatives have been implemented, including tree planting and recycling programs. In her efforts to enhance the well-being of her team, Anna-Marie introduced a small grocery store within the staff accommodation area and an on-site staff clinic with a full-time nurse and a weekly visiting doctor. Daily meetings at the resort include sharing examples of exceptional teamwork to foster a culture of appreciation, and Nofa Gratitude Cards are used to recognise outstanding contributions, with an average of 100 cards distributed monthly. Anna-Marie’s leadership has also driven significant revenue growth. She increased revenues by 19.4% from 2022 to 2023 and boosted meetings and events (M&E) revenues by 58% by focusing on securing large events and Saudi weddings. Her efforts resulted in a notable improvement in GOP, transitioning from a loss in 2022 to a profit in 2023, with a 41% increase in M&E revenues amounting to SAR 2.1 million. Under Anna-Marie’s guidance, Nofa Riyadh has received numerous accolades, including the World Luxury Hotel Awards for 2023 and 2024, the World Travel Awards for Saudi Arabia’s Leading Luxury Resort 2023, and the Luxury Lifestyle Awards for Best Luxury Villa Resort in Saudi Arabia for 2024. Anna-Marie’s visionary approach extends beyond day-to-day operations. She has introduced innovative apps such as Radisson Operations and Staytus App to enhance communication and streamline guest interactions. Her commitment to sustainability is evident through ongoing initiatives and a goal to introduce one new initiative each month aimed at reducing waste and minimising the resort’s carbon footprint. Her efforts have earned the resort the Hotel Sustainability Basics award from the World Travel and Tourism Council. In her first year at Nofa Riyadh, Anna-Marie Dowling has already achieved significant milestones in revenue growth, employee engagement, and sustainability. Her leadership not only elevates the resort but also sets a high standard for the industry, making her a standout figure in luxury hospitality
