Elias Chakhtoura: Elevating Guest Experiences and Redefining Hospitality Standards 

Elias Chakhtoura

Elias Chakhtoura is a seasoned hospitality leader with over two decades of experience in the industry. Currently serving as the Cluster General Manager of Fairmont Ajman and Fairmont Fujairah, Elias has a proven track record of driving operational excellence and enhancing guest experiences. His career spans Europe, the United States, Canada, and the UAE, with notable roles including Director of Operations for Sofitel Casablanca and General Manager of Pullman Dubai City Center Hotel and Residences. Known for his strategic vision and hands-on leadership, Elias has consistently delivered exceptional results, earning prestigious accolades such as the World Travel Awards. His commitment to guest satisfaction and financial performance makes him a valuable asset to any hospitality establishment.

The Journey So Far

With over two decades in hospitality, Elias has had the privilege of contributing to renowned establishments. His passion for the industry began with its dynamic nature, where each day brings new challenges and the chance to create memorable experiences. Starting in 1999, he has worked with exceptional teams in various roles. A key milestone was serving as Director of Operations for the opening of Sofitel Casablanca, where he shaped the hotel’s operational framework. Later, as General Manager of Fairmont Bab Al Bahr in Abu Dhabi, he honed his leadership and strategic management skills.

“Adaptability has been crucial in my career. As Cluster General Manager of Fairmont Ajman and Fairmont Fujairah, I continue to drive excellence in guest service and operational efficiency, focusing on collaboration and delivering extraordinary experiences. My journey has been one of continuous growth, learning, and teamwork,” shares Elias.

The Iconic Name in Hospitality

Fairmont Hotels & Resorts, established in 1907 with Fairmont San Francisco, has grown into a leading global luxury brand with properties in iconic destinations worldwide. Known for combining luxurious accommodations with rich local culture, Fairmont’s portfolio includes Fairmont Ajman and Fairmont Fujairah—two properties that capture the essence of the UAE’s beauty and heritage.

Fairmont Ajman offers stunning beachfront views and world-class amenities, ideal for both business and leisure travelers. Fairmont Fujairah, nestled between the Hajar Mountains and the Indian Ocean, provides a serene oasis with exceptional dining, wellness services, and luxurious facilities.

What sets Fairmont apart is its commitment to creating unforgettable moments. Beyond excellent service, it anticipates the unique needs of its guests, ensuring their experiences delight and resonate long after their stay. Both Fairmont Ajman and Fairmont Fujairah deliver tailored experiences that reflect the charm of their locations while embodying Fairmont’s global standards of elegance and excellence.

The Twin Delights

Fairmont Ajman is a luxurious beachfront 5-star hotel located in Ajman, just 30 minutes away from Dubai. The hotel offers a range of premium services and amenities designed to provide guests with an exceptional stay. With 252 elegantly appointed guest rooms and suites, Fairmont Ajman promises breathtaking views of the Arabian Gulf, plush furnishings, and state-of-the-art in-room technology. Guests can indulge in world-class dining at one of the seven restaurants and lounges, relax by the infinity pool, or enjoy a rejuvenating spa experience. The hotel also features a private beach, water sports, and a fitness center, ensuring a memorable and comfortable stay for all visitors.

Fairmont Fujairah Beach Resort is a luxurious 5-star beachfront hotel nestled among the hidden valleys of the majestic Al Hajar Mountains in Fujairah. The resort offers a range of premium services and amenities designed to provide guests with an exceptional stay. With 181 elegantly appointed guest rooms and suites, each featuring private balconies with serene views of the marina or the Arabian Gulf, guests can enjoy a comfortable and stylish environment. The resort boasts a variety of dining options, including five food and beverage outlets, offering a diverse culinary experience. Guests can also indulge in wellness activities at the The Willow Stream Spa, relax by the beautifully patterned Canvas swimming pool, or participate in activities such as sunrise yoga, aqua aerobics, and water sports.

Overcoming Challenges

Like any leadership position, being the Cluster General Manager of Fairmont Ajman and Fujairah comes with its share of challenges. One of the biggest hurdles for Elias has been adapting to the ever-evolving expectations of the guests, especially in an industry as dynamic as hospitality. Guests today seek more than just a comfortable stay—they are looking for personalized experiences, sustainability, and meaningful connections with the destinations they visit. Meeting these evolving demands while maintaining the high standards of service that Fairmont is known for has required constant innovation and adaptability.

Another challenge is managing a diverse and multicultural team. While this diversity is one of the strengths of the hospitality industry, ensuring that everyone works cohesively toward a shared vision can be complex. Overcoming this has involved fostering open communication, continuous training, and creating an environment where every team member feels valued and supported in their role.

Ensuring a Consistent and Exceptional Guest Experience 

Fairmont is committed to delivering exceptional service consistently across all its properties. This is achieved through strong brand values, dedicated teams, and a focus on personalization. Its ethos of excellence unites all its properties under a shared vision of luxury, hospitality, and local authenticity. 

To ensure consistency, Fairmont invests in rigorous training for every team member, from front-line staff to senior management. Leadership development is key, equipping the general managers and department heads with the tools to lead effectively. It also leverages technology to enhance the guest experience, while celebrating each property’s local identity through design, dining, and activities.

This blend of personalization and consistency is what makes Fairmont unique and ensures extraordinary guest experiences worldwide.

Green Initiatives

Sustainability is at the heart of Fairmont’s values, and both Fairmont Ajman and Fairmont Fujairah are committed to making a positive environmental impact. We focus on reducing our carbon footprint, conserving resources, and supporting local communities.

Fairmont Ajman has adopted energy-efficient technologies like LED lighting and advanced HVAC systems to reduce energy use. It prioritizes water conservation with low-flow fixtures and efficient irrigation, and its waste management focuses on recycling and reducing landfill waste. It also works with local suppliers to use sustainable materials.

Fairmont Fujairah emphasizes sustainable sourcing, using locally grown produce to minimize the carbon footprint of food transport. The property also incorporates green building practices, focusing on natural materials and energy-efficient designs. It educates guests on sustainability by offering refill stations and minimizing single-use plastics.

“Both properties are actively involved in community-based environmental initiatives and hold the prestigious Green Key certification, reflecting our commitment to high standards of environmental responsibility,” shares Elias.

Uplifting the Local Communities

Fairmont recognizes that a successful hotel is not just about the guest experience—it’s also about the lasting impact it has on the local community. It is deeply committed to engaging with and supporting the communities where its properties are located, whether that’s through sustainable initiatives, local partnerships, or giving back to charitable causes.

In both Fairmont Ajman and Fairmont Fujairah, the teams actively support local businesses by sourcing products, ingredients, and materials from nearby vendors, helping to boost the local economy. The culinary teams are passionate about showcasing the rich flavors and traditions of the region, and they work with local farmers and artisans to ensure that the guests have an authentic taste of the destination while also supporting local producers.

Beyond business partnerships, they are also involved in a variety of charitable initiatives. For example, they regularly participate in local food drives, environmental clean-up efforts, and educational programs that empower youth in the region. 

“At Fairmont Ajman, we have partnered with local organizations to support initiatives that address social issues, including providing support to those in need and promoting sustainable practices within the community. Similarly, in Fujairah, we focus on community outreach that includes supporting environmental education and conservation efforts,” shares Elias.

Promoting Tourism 

Fairmont plays a significant role in promoting tourism and supporting economic development in the regions where it operates, including Ajman and Fujairah. As part of a global hospitality brand, it attracts both leisure and business travelers, contributing to the local economy through tourism, employment, and partnerships with local suppliers and service providers.

Both Fairmont Ajman and Fairmont Fujairah not only offer world-class hospitality but also work to highlight the unique cultural, natural, and historical offerings of these regions. By offering guests tailored experiences that celebrate the local heritage, attractions, and landscapes, Fairmont helps promote these destinations as sought-after travel spots, encouraging longer stays and repeat visits. This directly supports the local tourism industry and helps elevate the profile of Ajman and Fujairah as key destinations in the UAE.

Staying Innovative 

“Maintaining Fairmont’s luxury standards while staying competitive and innovative is central to our strategy. We believe that luxury in hospitality goes beyond exceptional service and facilities—it’s about staying ahead of evolving guest expectations and industry trends,” asserts Elias.

Fairmont is known to blend tradition with innovation. It upholds personalized service and attention to detail while integrating new technologies and trends in sustainability, wellness, and digitalization. For example, at Fairmont Ajman, Elias has introduced seamless check-ins, contactless services, and personalized digital concierge options. The hotel also focuses on sustainability through eco-friendly products and sustainable culinary offerings.

To stay competitive, they offer unique, local experiences that reflect the culture and beauty of each destination, ensuring guests leave with unforgettable memories. By balancing heritage with innovation, Fairmont continues to lead the luxury hospitality industry, offering timeless elegance alongside cutting-edge experiences.

Staying with the Trends

The hospitality industry is evolving, with key trends shaping its future. Sustainability, shares Elias, is a top priority, as travelers seek eco-conscious experiences. Fairmont is leading this trend by reducing its carbon footprint, minimizing waste, and sourcing locally at properties like Fairmont Ajman and Fairmont Fujairah.

Personalized experiences, powered by technology, are also on the rise. Guests now expect customization and convenience, which is why Fairmont is investing in digital check-ins, personalized in-room services, and mobile apps that allow real-time customization of their stay.

Wellness is another growing trend, with guests seeking relaxation and well-being. Fairmont is enhancing its wellness offerings with retreats, healthy dining, and fitness programs to meet this demand.

Experiential travel is gaining popularity, with travelers seeking authentic, local experiences. Both Fairmont Ajman and Fairmont Fujairah focus on offering cultural tours and local culinary experiences, connecting guests with the destination.

“By staying ahead of these trends while maintaining our core values of luxury, service, and sustainability, Fairmont continues to provide guests with timeless elegance and forward-thinking hospitality,” he says.

Balancing Business Needs and Leisure 

The team at Fairmont understands the differing needs of business and leisure travelers, and they balance these to deliver exceptional experiences. Their properties, including Fairmont Ajman and Fairmont Fujairah, offer a blend of business amenities and leisure services to cater to both segments.

For business travelers, they provide state-of-the-art meeting facilities, high-speed internet, flexible workspaces, and dedicated support services, ensuring a productive stay. After meetings, guests can unwind with wellness facilities, lounges, and fine dining.

On the other hand, leisure guests can enjoy luxurious spas, world-class dining, and activities that take advantage of the local surroundings, whether beachfront at Fairmont Ajman or exploring the serene mountains at Fairmont Fujairah. They also offer cultural experiences to connect guests with the local community.

The hotel’s flexible spaces and services easily transition between business and leisure. Event spaces accommodate conferences, weddings, and social gatherings, while the recreational offerings help guests relax. Tailored packages for both business and leisure ensure that all guests enjoy the best of both worlds.

“Our goal is to provide personalized service and exceptional experiences that meet the unique needs of 

both business and leisure travelers,” says Elias.

Focus on the Future

Elias’s vision for Fairmont in the next five years is to continue growing as a global leader in luxury hospitality, offering exceptional experiences while staying true to its values of sustainability, innovation, and personalized service. To achieve this, they will focus on enhancing their guest experiences through new technologies, expanding their sustainability initiatives, and further strengthening their presence in key markets. 

“We’re also committed to fostering a culture of excellence, ensuring that every team member is equipped to deliver the best possible service, making every guest feel valued and cared for,” concludes Elias.

A Quote to Live By:

“The best way to predict the future is to create it.” – Peter Drucker.

“This quote resonates with me because it emphasizes the importance of proactive leadership and innovation. In hospitality, we can’t simply wait for change to happen; we must be the ones to drive it. Every day, we have the opportunity to shape the future of our industry and create memorable experiences for our guests,” says Elias.

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