DusitD2 resort's F&B Director Firag Adam's story begins years ago from his experience working at the Four Seasons Kuda Huraa Resort. To this day, 51-year old Firag believes that was when he learned the most important lesson in tourism hospitality.

During his interview, he told those stories so as to tell the industry of the importance of hospitality toward guests.

While he was on his way back to his room one day at 6:00pm after finishing his shift at Four Seasons Kura Huraa, Firag's General Manager called him and asked to send over an additional order for room service to Room 314. When Firag went to the room and asked the guest for their order, they said they wanted to enjoy their meal on the beach. When Firag was bringing the table to the beach, there was some light rainfall as well.

However, when Firag told the guest about the rain, they wanted to have their dinner with a view of the horizon. After the table and chairs were set up, the guest requested tiki torches from the resort restaurant or lights be kept near the table. Firag made no complaints, communicated to room service via walkie-talkie and asked that some tiki torches be prepared. By the time this was done, the food for the guest had gone cold. Firag called the restaurant and placed another dinner order.

It was past 8:00pm by the time the second order was prepared and put on the table. Firag teared up after all dinner preparations were completed for one reason, and that was because it was a day his patience was tested in the work environment. Because he was able to fulfill the guest's wishes with no complaints.

This is one of the memories Firag cannot forget from his earlier days in the tourism industry. However, he said the biggest joy he gets is to serve the guests exactly how they want. He also said if something similar were to happen today, he would have done the same thing.

When Firag began working in the tourism industry 28 years ago, the manager at the time would only tell him when his shift would begin. There was no set time when his shift would end. For example, if the manager told him to start work at 6:00am, that was when he would start, and he would end only when the manager gave his "okay". Not a lot of questions could be asked. In order to stay employed, that was what needed to be done.

Now, working hours are very clear. Every staff member is to work for 8 hours. The staff's roles and responsibilities are quite clear as well. The way everything should be arranged is easy to understand.

While the Maldivian tourism industry has seen some major changes in recent times, the biggest changes were to the work environment and staff regulations by management. Management styles changed as time went on, with regular staff being able to talk to managers and express their opinions, with them being heard. Managers make the effort to foster a good relationship with their employees. A priority is placed on creating a work environment favored by the staff. This is the same for Maldives' hospitality industry.

As Firag got into the tourism industry a long time ago, he has closely seen the big changes the industry has gone through in the last few years.

According to him, the biggest change was regarding the staff. Just like other industries, when modern resources and new technology came about, Firag was able to clearly see the changes in the way the tourism industry operates. Currently, communication and task communication to staff is done via specialized applications.

Firag entered the tourism industry in 1998 as a waiter for Four Seasons. As luck would have it, the resort at the time had a more modern management style compared to other resorts. The resort's managers and leadership always kept a close relationship with their employees.

He makes use of his experience from the Four Seasons during his current role as F&B Director of DusitD2. He has around 70 staff under his care, and always works to maintain an approachable and close relationship with them. It is not difficult for him either, and the biggest joy he gets comes from the close relationship he has with his staff.

His position as the second highest in the management role at DusitD2 sees him manage everything regarding the resort's restaurants and matters related to F&B. While he spent half his career at high resort positions, many of those years were spent at the One&Only Reethi Rah Resort. He began his time there as a waiter in 2005 and spent 12 years there, with Firag holding the position of F&B Operation Manager when he had left.

He then went on to work at F&B positions at Anantara, Finolhu, Vela, Siyam World and Crossroads.

"What happens sometimes is that some of the leadership do not have the courage to go up to a staff member and ask them questions. However, it has completely changed now. We are all people. Humans. So everyone needs to be treated well," said Firag.

The lessons he learned at the Four Seasons were a major advantage in his career progression. He learned the characteristics and techniques of modern hospitality, with many people who gained experience from that resort now holding high positions at Maldives resorts, as was stated by Firag.

"Around 90 percent of those with a Four Seasons background have succeeded in the Maldives tourism industry," said Firag proudly.

Firag learned how to prove himself in the tourism industry while working at Four Seasons. He learned the most important lessons from the Four Seasons' current Vice President Armando Kraenzlin. That was the foundation of his career.

The father of three has thoughts about retiring. However, he said this is the best industry in Maldives to work in. Firag noted that if one were to continue working in the industry, they can easily progress. He also said this is a good industry to pursue higher education in. But Firag does not believe there are an adequate number of youths who want to go into the tourism industry.

"They should teach the tourism industry as a subject in schools. This should be taught from secondary education onward," Firag stated.

"For example, let us take financial controllers. This position has the least number of Maldivians working at resorts. There are Maldivians in only four resorts across Maldives. If not, there are people from Sri Lanka, Philippines and Thailand."

As per Firag, if students are told that these positions exist, it would encourage interest, with them working to strive for those positions during their time at school. And so, Firag sees that it is important for school students to know about resort or tourism opportunities.

The most important lesson Firag has learned throughout his years is to prioritize patience when interacting with guests and to work alongside other staff. In the last 28 years, Firag has learned the importance of reducing the difference between senior and junior, along with maintaining relationships. This is why he holds the second highest managerial position at DusitD2.