Sabrina Mifsud

Q: DoubleTree is known for its warm, people-first
approach. How do you ensure this culture is felt across
every guest touchpoint?
A: At DoubleTree, the warm cookie is our signature
welcome, but the true warmth comes from our people.
Culture isn’t written on a wall; it’s lived daily. Consistency
begins with clarity. Every team member understands
that hospitality goes beyond service delivery. It’s about
emotional connection and storytelling. Whether a
guest interacts with housekeeping, front office, F&B, or
maintenance, the experience should feel personal and
genuine.

We prioritise daily briefings, strong cross-department
communication, and empowerment. I encourage
managers to lead from the floor, not behind a desk. When
leadership is visible and supportive, the culture naturally
cascades. Most importantly, we recruit for attitude as
much as skill since empathy and authenticity cannot be
trained.

Q: Guest expectations are rising while operational
pressures increase. How do you balance both?
A: Modern hospitality demands seamless technology,
personalisation, sustainability, and value. All while facing
rising costs and talent shortages.The key is focus. We
invest in areas that directly impact the guest journey:
response time, cleanliness, food quality, and team
engagement. Technology supports efficiency but should
never replace human connection. Behind the scenes,
strong forecasting, cost control, and clear processes
create stability. Ultimately, the priority is simple: protect
the guest experience while building operational resilience.

Q: What leadership principles guide you?
A: Leadership must be visible, respectful, and consistent.
Having grown through the ranks, I understand the
pressures our teams face. I set clear expectations,
communicate transparently, and celebrate even small
wins. Development is crucial, especially in Malta’s
competitive market. Cross-training, mentoring, and
growth opportunities show that hospitality is a career, not
just a job. When teams feel valued and united, challenges
become opportunities.

Q: What trends will shape Malta’s hospitality future?
A: Experiential travel, sustainability, workforce evolution,
and data-driven personalisation will define the market.
At DoubleTree we are enhancing lifestyle-driven F&B
concepts, strengthening service personalisation, and
investing in our people. Supported by Hilton’s global
standards and The Tumas Owning Company, we remain
competitive, relevant, and future-focused in Malta’s
evolving market.