Zia Ullah Sheikh, General Manager, Faletti’s Express, Shimla Hill, Lahore: Flare panel interviews Zia Ullah Sheikh, GM of Faletti’s Express, Shimla Hill, Lahore, who said he has enjoyed a rewarding 30-year career in hospitality, starting in Front Office and advancing into Sales and Marketing, as well as hotel operations. Throughout these years, he has acquired significant experience in various areas of the hotel industry, enabling him to develop a comprehensive understanding of guest expectations along with the commercial and operational elements of hospitality.
Flare: Introduce yourself and share your professional journey in the hospitality industry. What inspired you to pursue this career?
Zia Ullah Sheikh: I have had the privilege of building a 30-year career in the hospitality industry, beginning my journey in Front Office and gradually progressing into Sales and Marketing and hotel operations. Over the years, I have gained extensive experience across different areas of the hotel business, giving me a well-rounded understanding of both guest expectations and the commercial and operational aspects of hospitality. What inspired me to pursue this career was the dynamic and people-oriented nature of the hospitality industry. I have always enjoyed interacting with people, creating memorable guest experiences, and working in an environment where every day brings new challenges and opportunities.
After three decades in the industry, I remain passionate about hospitality because it is ultimately a people business. The opportunity to lead teams, build strong relationships, drive business results, and deliver exceptional experiences continues to motivate me every day.
Flare: As the GM of Faletti’s Express Shimla Hill, what are your key priorities in ensuring operational excellence and guest satisfaction?
Zia Ullah Sheikh: As the General Manager of Faletti’s Express Shimla Hill, my key priorities are to ensure operational excellence while consistently delivering an exceptional guest experience. My first priority is to maintain high operational standards across all departments, including Front Office, Housekeeping, Food & Beverage, Engineering, and Security. I focus on consistency, attention to detail, effective communication, and ensuring that our Standard Operating Procedures are followed.
My second priority is guest satisfaction. I believe in being personally connected with the guest experience, listening to feedback, resolving concerns quickly, and creating a culture where every team member understands the importance of genuine hospitality. Another key focus is developing and motivating the team. A well-trained, engaged, and empowered team is essential to delivering quality service. I also place strong emphasis on revenue management, cost control, productivity, and maintaining a healthy balance between operational efficiency and guest expectations.
Finally, I believe a General Manager must lead by example. My objective is to create a hotel culture built around service excellence, teamwork, accountability, and continuous improvement, while ensuring that every guest leaves Faletti’s Express Shimla Hill with a positive and memorable impression.
Flare: Faletti’s is a well-known name in Pakistan’s hospitality sector. How does Faletti’s Express maintain the same standard of quality while catering to today’s fast-paced travellers?
Zia Ullah Sheikh: Faletti’s Express maintains the quality and heritage associated with the Faletti’s name by combining consistent service standards with speed, efficiency, and modern guest expectations. We focus on well-trained staff, streamlined operations, technology, and personalised service, ensuring that even fast-paced travellers receive the warm Pakistani hospitality that Faletti’s is known for.
Flare: Technology is transforming every industry. How has digitalisation improved hotel operations, customer service, and reservation management at Faletti’s Express?
Zia Ullah Sheikh: Digitalisation has made our operations faster, more efficient, and guest-focused. It has improved online reservations, communication, guest feedback, and real-time operational monitoring, allowing us to respond quickly and provide a smoother, more convenient guest experience.
Flare: Human resource development is essential in hospitality. How do you motivate your team and ensure they consistently deliver exceptional service?
Zia Ullah Sheikh: I motivate my team by leading by example, recognising good performance, providing regular training, and creating a positive work environment. I believe empowered and motivated employees naturally deliver better service and create memorable experiences for our guests.
Flare: What challenges does the hospitality sector currently face in Pakistan, and how is Faletti’s Express addressing these challenges?
Zia Ullah Sheikh: The hospitality sector in Pakistan faces challenges such as rising costs, changing guest expectations, skilled manpower, and increased competition. At Faletti’s Express, we address these through strong cost management, staff development, service consistency, technology, and a continuous focus on guest satisfaction.
Flare: What role does sustainability and environmental responsibility play in your hotel’s daily operations and long-term planning?
Zia Ullah Sheikh: Sustainability is an important part of our operations. We focus on responsible use of energy and water, reducing waste, and improving operational efficiency. Our long-term goal is to adopt more sustainable practices while maintaining guest comfort and service quality.
Flare: How does Faletti’s Express meet the diverse needs of its customers?
Zia Ullah Sheikh: We focus on flexibility and personalised service. Business travellers value efficiency, connectivity, and quick service, while leisure guests look for comfort, relaxation, and local experiences. Faletti’s Express aims to deliver both through attentive service and a convenient, comfortable stay.
Flare: What leadership principles have guided your success as a GM and what advice would you give to aspiring hospitality professionals?
Zia Ullah Sheikh: My leadership is based on integrity, leading by example, teamwork, accountability, and continuous learning. My advice to aspiring hospitality professionals is to stay passionate, respect people at every level, learn from every experience, and always put the guest first.
Flare: How can hospitality boost tourism, attract international visitors, and strengthen Pakistan’s economy?
Zia Ullah Sheikh: Pakistan’s hospitality industry can play a key role by offering international-quality service, promoting our rich culture and destinations, and creating memorable experiences for visitors. By investing in skilled people, infrastructure, safety, and sustainable tourism, we can attract more international guests, create employment, and contribute significantly to economic growth.
Flare: What message would you like to share with Flare readers and Pakistan’s business community?
Zia Ullah Sheikh: My message is to believe in Pakistan’s potential and continue investing in people, service excellence, and innovation. Together, we can build a stronger hospitality and business sector that creates opportunities, promotes tourism, and contributes to a prosperous Pakistan.
