Leaders in the hospitality business are distinguished by the fact that they have the ability not just to manage but also to breathe life into their properties. They create environments that are more than just buildings; they create experiences. They take disparate groups of workers and put them together to form cohesive teams that provide exceptional service. They take plans for operations and turn them into orchestras of service. Effective leadership provides a competitive advantage for those who are prepared to excel in an ever-changing world of high expectations and rapid market change. Leadership is the unifying element that binds people, performance, and purpose. It is what creates a great experience for customers.
Maher Bahsoun embodies this caliber of leadership. As General Manager of Crowne Plaza Resort Salalah by IHG Hotels & Resorts, he stands at the intersection of tradition and innovation, where Oman’s rich hospitality heritage meets the future of experiential travel. His journey spans more than two decades of disciplined growth and strategic evolution, but what distinguishes him isn’t simply an impressive portfolio of achievements. It’s the philosophy that anchors every decision he makes true excellence emerges when compassion walks hand in hand with ambition, when financial performance aligns with human flourishing, and when operational precision serves a deeper purpose.
The resort he leads sprawls across 45 acres of pristine Dhofar coastline, holding the distinction of being Salalah’s first five-star establishment. Under his stewardship since September 2022, this storied property has experienced a renaissance that honours its legacy while boldly embracing tomorrow. Maher doesn’t just maintain standards; he redefines them, orchestrating a comprehensive transformation that positions Crowne Plaza Salalah as a benchmark for modern Omani hospitality.
The Foundation Years
Maher’s story began over 20 years ago with a foundation built on Swiss precision and global perspective. His formal training commenced at the prestigious César Ritz Colleges Switzerland in 2003, where he completed his Management Training Internship at Hôtel des Trois Couronnes in Vevey. This institution, renowned for merging heritage with innovation, shaped his fundamental understanding of exceptional hospitality.
In 2004, he launched his IHG journey at the InterContinental Phoenicia Hotel in Lebanon, spending five formative years in various managerial positions. These early roles in room operations and front office taught him lessons that continue to guide his leadership today. He learned that service excellence and operational precision aren’t abstract concepts, but daily practices rooted in attention to detail. He discovered that leadership happens not behind closed doors but on the floor, shoulder-toshoulder with teams during demanding moments.
His progression through IHG’s portfolio took him to the United Arab Emirates, where positions at Staybridge Suites Abu Dhabi and Crowne Plaza Yas Island enriched his expertise across rooms division, operational management, and commercial verticals. Each role added layers to his understanding of how diverse departments interconnect to create seamless guest experiences.
Crisis as Crucible
The trajectory of Maher’s career reached a defining inflection point in November 2020, when he assumed the role of General Manager at Crowne Plaza Duqm. The timing could hardly have been more challenging- the global pandemic had brought the hospitality industry to its knees. Hotels worldwide struggled with disrupted supply chains, shifting regulations, and devastating revenue losses.
Maher, however, saw beyond survival. He focused on three critical priorities: protecting his team, stabilizing operations, and securing long-term resilience. Through transparent communication, strategic cost control, and fostering unprecedented unity across departments, he achieved what seemed impossible. Crowne Plaza Duqm became the only IHG hotel in Oman to actually improve its bottom line during the pandemic.
This wasn’t luck; it was leadership distilled to its essence. The principles that guided him through those volatile months were clarity, empathy, and courage. He learned a profound truth: in times of uncertainty, teams watch their leader’s reactions more closely than they listen to instructions. Remaining calm, decisive, and compassionate allowed the organization not just to endure the crisis but to emerge demonstrably stronger.
The Salalah Renaissance
When Maher took the helm of Crowne Plaza Resort Salalah in September 2022, he inherited more than a hotel. He stepped into stewardship of Oman’s hospitality heritage. As the region’s first five-star property, the resort carries significant historical and cultural weight. Yet the competitive landscape had evolved dramatically, with newer properties offering contemporary architecture and flashier amenities.
Rather than viewing this as a disadvantage, Maher recognized an extraordinary opportunity. His vision crystallized around a powerful concept: elevate Crowne Plaza Salalah into a premier destination where authentic service, forward-thinking innovation, and environmental sustainability converge seamlessly. He began with a comprehensive assessment, identifying strengths to amplify and gaps to address.
The transformation unfolded strategically. Structural upgrades modernized physical infrastructure while preserving the property’s distinctive character. Service innovations redefined the guest journey. Technology integration streamlined operations without diminishing human touch. Throughout this evolution, Maher built on existing foundations rather than discarding them.
The results speak eloquently. Under his leadership, the resort has achieved new financial heights while securing consecutive titles at the World Travel Awards and World Luxury Hotel Awards. Recognition followed: Oman’s Most Influential General Managers by CMO Global Oman Leadership Awards 2025, shortlisted as GM of the Year: Oman in the GMs Award 2025 by Hotelier Middle East, Oman’s Best General Manager at the CMO Global Oman Leadership Awards 2024, the IHG IMEA GM Innovation Impact Award, and a featured position on the Hotelier Middle East GM Power List 2023.
Leading Through Change
In hospitality, change arrives constantly. Guest expectations evolve, technology advances rapidly, and markets shift with increasing speed. Maher embraces this reality rather than resisting it. He stays informed about industry trends, remains open to new ideas, and demonstrates willingness to adjust strategy swiftly when circumstances demand.
When leading teams through transformation, communication becomes its most powerful instrument. He explains not just what is changing but why it matters- the reasoning behind decisions, the benefits anticipated, the challenges that might emerge. This transparency creates alignment, and alignment generates genuine commitment rather than mere compliance.
He implements change gradually and inclusively. Teams are invited to contribute insights that refine new systems and improve guest experiences. This collaborative approach ensures transformations feel organic rather than imposed, sustainable rather than temporary.
Sustainability as Strategy
Maher views sustainability, innovation, and long-term value creation not as peripheral initiatives but as essential leadership pillars. At Crowne Plaza Salalah, sustainability is embedded in operational practices and strategic planning. Energy-efficient systems reduce environmental impact while lowering operational costs. Food-waste reduction technology minimizes the resort’s footprint. The Green House farm-to-table program connects guests with locally sourced, sustainable ingredients while supporting regional agriculture.
Innovation manifests across multiple dimensions. Digital solutions streamline internal processes and enhance guest convenience. Enhanced wellness offerings respond to evolving traveller priorities. Operational upgrades continuously elevate efficiency and experience quality. Rather than viewing innovation as occasional projects, Maher cultivates it as an organizational mindset.
These principles translate into daily actions through active team engagement. Every department contributes ideas and improvements. Ownership of sustainability and innovation extends throughout the organization. This approach aligns perfectly with Oman Vision 2040’s emphasis on promoting sustainable tourism, positioning the resort as an active participant in the nation’s broader transformation.
The Khareef Phenomenon
Salalah’s unique Khareef season, running from July through September, transforms the region into a lush, misty paradise. This natural phenomenon draws hundreds of thousands of visitors annually, creating both opportunity and operational complexity. For Maher, Khareef represents far more than a peak booking period. It’s a strategic focus that shapes annual planning across all departments.
Preparation begins months in advance. Culinary teams curate themed dining experiences that capture the season’s essence. Wellness offerings are enhanced to align with the cooler, contemplative atmosphere. Excursions showcase the region’s temporary transformation. The resort creates a family-friendly environment that embraces Khareef’s spirit, offering access to traditional Omani music and dance, local markets, and regional cuisine.
The 2024 Khareef season brought over one million visitors to Dhofar, representing a 9% increase from the previous year. Maher’s strategic approach ensures Crowne Plaza Salalah not only accommodates this influx but transforms it into exceptional guest experiences that generate loyalty and repeat visitation.
Vision Forward
Maher’s long-term vision extends beyond maintaining current success. He aims to position Crowne Plaza Resort Salalah as a regional benchmark for excellence, sustainability, and innovation. His strategic roadmap includes expanding wellness and culinary offerings to meet evolving guest expectations, deepening digital transformation, and cultivating an award-winning team culture that consistently delivers on every promise.
Growth markets represent a strategic priority. He believes expansion isn’t merely about geographical reach; it’s about understanding untapped potential and meeting evolving customer needs with precision. By fostering a culture of innovation, he encourages his team to explore new verticals and evaluate niche markets with fresh perspectives.
His vision aligns closely with both IHG’s Future Ready initiative and Oman Vision 2040. He embraces technology not as a replacement for human connection but as a tool to elevate human potential, enabling team members to spend less time managing complexity and more time creating memorable experiences.
The Legacy of Leadership
As Maher continues leading Crowne Plaza Resort Salalah through its ongoing transformation, he remains anchored to the principles that have guided him throughout his career. He wants his leadership journey to demonstrate that excellence emerges when compassion and ambition are genuinely aligned. Titles matter, results are important, but what truly endures is how leaders treat people, how they uplift teams, and how they navigate challenges with unwavering integrity.
He hopes the next generation of hospitality leaders understands that great leadership is never about being the loudest voice in the room. It’s about listening most intently, empowering others most generously, and staying grounded in purpose most consistently. The most effective leaders create environments where others can thrive, where potential is recognized and nurtured, and where mistakes become learning opportunities rather than sources of shame.
His message to aspiring leaders crystallizes into a powerful philosophy: Lead with empathy, commit to continuous learning, embrace innovation boldly, and always put people at the heart of every decision. When these principles guide leadership choices, success follows naturally, not just for the organization but for every individual who walks the journey together.
For Maher, hospitality isn’t fundamentally about luxury amenities or impressive facilities. It’s about how people feel- from the moment they arrive to the moment they leave, and in the memories they carry forward. This understanding shapes every aspect of his leadership, every strategic decision, and every interaction with team members and guests.
Maher represents the evolution of hospitality leadership for the modern era- strategic yet empathetic, data-driven yet human-centered, and ambitious yet sustainable. His journey from front office roles to general manager of a prestigious resort demonstrates that true leadership mastery emerges not from technical expertise alone but from the wisdom to balance competing demands, the courage to lead through uncertainty, and the humanity to remember that behind every operational metric stands a person deserving of dignity, opportunity, and respect.
In a world where hospitality often prioritizes transactions over connections, where quarterly results can overshadow long-term impact, Maher charts a different course. He proves that financial success and human flourishing aren’t opposing forces but complementary goals. He demonstrates that the best leaders don’t choose between operational excellence and genuine care. They pursue both with equal intensity, understanding that one cannot truly exist without the other.
His story continues unfolding at Crowne Plaza Resort Salalah, where each day brings new opportunities to refine this leadership philosophy, to discover better ways of serving guests and empowering teams, and to move closer to that vision of hospitality excellence where tradition meets innovation and every stay becomes genuinely unforgettable. The transformation he leads isn’t just about elevating a single property. It’s about reimagining what leadership in Middle Eastern hospitality can be.
