Falaaz Ismail’s journey through the world of luxury hospitality is defined by ambition, authenticity, and an unwavering dedication to excellence. With a strong foundation built from the ground up in sales and marketing, he now serves as the Assistant Vice President of Sales & Marketing at THE OZEN COLLECTION. Drawing from his Maldivian roots and deep industry experience, Falaaz brings a unique blend of cultural insight and strategic vision to one of the Maldives’ most distinctive resort brands.
In this exclusive interview, he reflects on his professional growth, the art of creating immersive guest experiences, and how thoughtful leadership and innovation are driving THE OZEN COLLECTION forward in a competitive global market.
I have always been drawn to the art of hospitality—the ability to craft memorable experiences, build genuine connections, and celebrate cultures through exceptional service. Growing up in the Maldives, I saw firsthand how an impeccably managed brand or a resort can showcase the beauty and warmth of our islands to the world. That inspired me to pursue a career in luxury hospitality, where I could play a direct role in curating unforgettable getaways for global travellers.
My professional journey began in sales at an intern level, where I learned the fundamentals of relationship-building, negotiation, and strategic marketing. Over the years, I took on increasing responsibilities—progressing from Sales Coordinator to Assistant Sales Manager, then Sales Manager and eventually Senior Sales Manager. Embracing each step taught me the importance of resilience, innovation, and team leadership.
I joined THE OZEN COLLECTION as Director of Sales, where I was responsible for setting and executing sales strategies. The brand’s strong ethos of personalised luxury, combined with my passion for driving results, allowed me to grow within the organisation. Today, as Assistant Vice President of Sales & Marketing, I oversee sales initiatives for our unique collection of resorts in the Maldives. It’s been a fulfilling journey, and every role has shaped me into the leader I am today.
The Maldives is synonymous with high-end hospitality, so differentiating ourselves starts with authenticity and consistent excellence. Our resorts deliver a distinctive brand of contemporary luxury that focuses on immersive experiences, personalised services, and heartfelt Maldivian hospitality.
We set ourselves apart by offering thoughtfully crafted, all-encompassing plans tailored to each resort’s character—ensuring that guests enjoy a truly carefree, elevated holiday. For instance, OZEN RESERVE BOLIFUSHI presents the RESERVE™ Plan, which extends exclusive privileges such as refined dining experiences, premium beverages, a daily-replenished Maxi Bar, and carefully curated excursions for a personalised stay.
Meanwhile, OZEN LIFE MAADHOO delights guests with the INDULGENCE™ Plan, a seamless approach that covers gourmet dining across specialty restaurants including our beautiful underwater restaurant, premium spirits, spa or diving entitlements, and engaging excursions in one all-encompassing holiday plan. By combining these unique plans with heartfelt Maldivian hospitality, we create immersive, stress-free experiences that consistently resonate with discerning luxury travellers.
At THE OZEN COLLECTION, we place great emphasis on strengthening our brand visibility, enhancing guest experiences, and pursuing responsible growth. It starts with creating meaningful connections in our key source markets through a blend of face-to-face engagements—like trade shows and roadshows—and focused digital outreach that tells our unique story. We also continuously refine our guest journeys, ensuring that every experience—whether it’s a culinary encounter or a tailored wellness programme—embodies the spirit of Maldivian warmth combined with contemporary luxury.
To bring these priorities to life, I work closely with cross-functional teams, from our commercial team to our resort operations team, to align our strategies and maintain
consistent brand standards. I also believe in the importance of open communication and an empowered workforce, which fosters collaboration and innovation within my team. By encouraging them to propose fresh ideas and act on them, we remain agile and capable of adapting to market shifts or evolving guest demands.
One of the most significant challenges has been operating in an industry that changes rapidly based on global conditions, from sudden economic fluctuations to shifts in travellers’ preferences. Staying one step ahead calls for a resilient and proactive mindset—qualities that have become integral to our team culture.
In practice, I overcame this challenge by building a flexible framework that allowed us to pivot quickly. We use market data and real-time analytics from our team members based in the strategic key markets to recognise trends early and then adjust our sales strategies accordingly. Just as importantly, I focused on creating an environment where my team felt supported and empowered to adapt. By encouraging them to innovate and share insights from the ground level, we could respond to emerging opportunities with confidence and ensure our guests received the high standard of service they expect, regardless of outside influences.
I see THE OZEN COLLECTION becoming even more synonymous with refined elegance, heartfelt service, and a strong commitment to sustainability. In the next five years, we intend to expand our brand in the Maldives and introduce it to new destinations as well—always remaining true to the core values that define us. At the same time, we’ll continue to reimagine what a modern luxury holiday can look like, whether that’s through innovative dining concepts, next-level wellness offerings, or curated experiences that highlight the local culture and environment.
Leading this evolution requires a clear sense of purpose combined with an adaptable approach. I place a high value on listening—to our guests, our partners, and our team members—and using those insights to refine our offerings continually. By prioritising thoughtful, responsible expansion and creating a supportive culture of collaboration, we can continue to exceed expectations for both our guests and stakeholders, ensuring that THE OZEN COLLECTION remains a leader in luxury hospitality.
In luxury hospitality, building connections is often the foundation of lasting success. Alongside having a genuine passion for creating exceptional guest experiences, it’s crucial to develop strong relationships within the travel ecosystem—particularly with travel agencies. These agencies play a pivotal role in guiding discerning travellers to the right destinations, and when you forge authentic partnerships with them, you become part of their trusted network.
This involves more than just exchanging business cards; it’s about understanding an agency’s clientele, anticipating trends, and collaborating on mutually beneficial strategies. By sharing insights and feedback, you can co-create packages or experiences that truly resonate with high-end travellers. Over time, these travel agents become brand ambassadors who champion your resort’s unique offerings.
Beyond these agency connections, nurture a spirit of continuous learning and adaptability. The luxury market evolves rapidly with new market segments, technological shifts, and rising consumer expectations. Staying informed allows you to anticipate changes, tailor your sales approach, and stand out in a competitive landscape. Above all, remain resilient when faced with challenges. Leaders who can quickly pivot while keeping both their teams and industry partners motivated will ultimately thrive—and those industry partners will be right there to help you grow.
