In a candid conversation, Omer Acar, CEO of Raffles & Fairmont Hotels and Resorts, delves into the intricacies of leadership in luxury hospitality. From his early days in the industry to shaping iconic brands, Acar shares valuable lessons on creating memorable guest experiences, fostering a culture of excellence, and balancing operational efficiency with personalized service.
Discover the Secrets Behind World-Class Hospitality Leadership
The Foundation of a Passionate Career
Omer Acar’s journey in the world of luxury hospitality began at the Halekulani Hotel on Waikiki Beach, where he served as an assistant restaurant manager. This pivotal role taught him the importance of creativity, problem-solving, and an unwavering commitment to customer satisfaction. The fast-paced environment of food and beverage operations instilled in him a deep appreciation for the nuances of hospitality. He quickly realized that success in this field hinges on serving not only guests but also hotel teams and owners with equal dedication. This holistic approach has been the cornerstone of his career, driving him to excel in every aspect of the business.The sense of pride that comes from delivering exceptional service is something Acar holds dear. He believes that when you give your best effort, it creates a powerful and addictive feeling of accomplishment. This sentiment has guided him throughout his career, pushing him to constantly strive for excellence and inspire those around him to do the same.Leadership Through Empathy and Vision
Acar’s leadership philosophy revolves around nurturing talent and fostering an environment where individuals can thrive. His time as general manager at Le Royal Monceau – Raffles Paris and Ritz Paris underscored the importance of supporting his teams. By ensuring that staff members felt valued and motivated, he was able to elevate the level of service provided to guests. His decade-long experience with Katara Hospitality further enriched his understanding of the owner and developer perspectives, providing a well-rounded view of the industry.Acar attributes much of his success to his innate curiosity and relentless enthusiasm. He is driven by a genuine passion for the mission at hand, always seeking out new ideas and innovative ways to enhance the guest experience. This combination of empathy, vision, and a hands-on approach has allowed him to lead Raffles and Fairmont with distinction, continually pushing the boundaries of what luxury hospitality can achieve.Adapting to Evolving Guest Expectations
When Acar first entered the hospitality industry, the focus was primarily on delivering impeccable service. However, over the years, guest expectations have shifted dramatically. Today, travelers seek highly exclusive, personalized experiences that are authentic and one-of-a-kind. They desire more than just a stay; they want a journey that resonates deeply with them.Looking ahead, Acar envisions a future where technology and innovation will enable hyper-tailored offerings. These customized stays will feel even more intuitive, allowing guests to connect more profoundly with their surroundings. Sustainability and authenticity will play increasingly important roles, as travelers look for experiences that align with their values and offer a meaningful connection to the destinations they visit. Despite these changes, the core essence of the industry—creating unforgettable moments—will remain unchanged.Passion Projects and Future Aspirations
Taking the helm at Raffles and Fairmont has been a defining moment in Acar’s career. Each day, he is energized by the potential of these storied brands and the opportunities they present. His passion for luxury hospitality has remained constant, but leading these renowned institutions has reignited his excitement for the future. Under his guidance, Raffles and Fairmont continue to set new standards in the industry, offering guests unparalleled experiences that leave lasting impressions.Acar’s admiration for professional athletes like Roger Federer extends beyond sports. He is inspired by their focus, mental agility, and unwavering passion for their craft. If given the chance, he would love to share a match with Federer on one of the stunning tennis courts at Raffles or Fairmont. For Acar, this would be the ultimate blend of sport and luxury, embodying the spirit of excellence that defines his career.Mindset and Balance in Leadership
Before any big meeting or presentation, Acar emphasizes the importance of thorough preparation. He ensures that he is well-versed in all relevant materials, anticipates potential questions, and mentally reviews key points. This meticulous approach allows him to enter the room with confidence, ready to convey his message effectively. Preparation is not just about knowing the facts; it’s about setting the stage for success.Outside of work, Acar finds solace in spending time with his family. Whether exploring New York City with his sons or cooking a delicious meal together, these moments bring him immense joy. When he can, he retreats to the mountains, where skiing offers a cherished opportunity to disconnect from the demands of leadership. The tranquility of nature, combined with the thrill of the slopes, provides the perfect balance between relaxation and adventure. To Acar, sipping hot chocolate while gazing at fresh powder is the epitome of luxury—a simple yet profound reminder of life’s most precious moments.
