This month on Pass It On, we’re spotlighting Shady Dawad, General Manager at Millennium Place Mirdif in Dubai. With a background in finance and a people-first mindset, Shady is redefining what great leadership looks like in hospitality. From team empowerment to innovative waste management, his story is all about leading with both head and heart. Read on for his journey, reflections, and insights on building sustainable success from the ground up.
From Passion to Plate
Take us along your journey in hospitality. What inspired you to step into this industry?
I started in hotel finance back in 2004, but something was missing. I’ve always been a people person, and hospitality gave me the human connection I was craving. I moved from numbers to operations, and eventually into management, because it’s not just about profitability, it’s about people. Numbers can change quickly, but the human touch? That’s where the real value is.
If you could have one final meal, what would it be?
It would be our Arabic soup from the restaurant right here in my hotel. I recently had it and it was seasoned so perfectly that adding even one pinch of salt would’ve ruined it. That perfect balance is what I love. For me, soup is comforting and refined. It reminds me that food doesn’t need to be flashy to be unforgettable.
Was there a moment that made you rethink how food waste is managed?
One moment that stuck with me was when a 3-ton truck returned from a 400-guest event outside our hotel with half the food untouched. Everything had been done to plan, but still, the waste came back. That was the moment I knew we had to change. We began working with food banks for untouched food and started measuring what came back from buffets and plates. The goal wasn’t just to save money, it was about responsibility.
What are your ingredients for success?
My team. You can have the most luxurious hotel in the world, but if your staff don’t smile or solve problems, your guests won’t be happy. Success means creating a place where staff feel safe, respected, and informed. We share everything: financials, targets, guest feedback because transparency builds ownership. When your team feels like this is their business, everything changes.
What experiences have shaped your leadership style?
During COVID, I had to make some tough decisions as a manager. When a line team member left, he said something that hit me hard: “Ten of us are equal to one manager?” That moment changed how I lead. It reminded me that in a crisis, it’s easy to focus only on the numbers. But true leadership means balancing logic with humanity. Since then, I’ve committed to making decisions with empathy, not just efficiency.
What challenges have you faced, and how did you overcome them?
The biggest challenge today is adapting to a new generation. Guests change, team dynamics shift, and expectations evolve. I’ve learned the only way to keep up is to listen. You can’t lead today’s teams using yesterday’s mindset. Whether it's Gen Z or tech trends, we have to meet people where they are not where we’re comfortable.
What drives you?
Challenge. Put a challenge in front of me, and I’ll run at it. That’s what keeps me sharp, motivated, and always moving forward.
What’s your proudest achievement in reducing food waste?
Since installing Winnow, we’ve reduced our food cost by 6–7%. More importantly, we’ve changed how our team thinks. We’ve created a full-circle system. Whether it’s cutting waste from salad bars or rethinking the produce we buy, small changes make a big difference.
What’s one tip you’d give to other hospitality leaders looking to operate more sustainably?
Don’t just focus on the cost, focus on the future. Sustainability requires investment, but the returns come in many forms: savings, loyalty, and pride. And if you don’t start because of cost, you’ll never start at all.
I often turn to YouTube to hear best practices from hoteliers around the world. It helps me stay updated on emerging trends, sustainability tools, and how different regions approach hospitality. One video that stood out recently showed robot servers delivering room service. It made me think: “Okay, the robot can do a lot of things, but you’ll miss that smile from the person bringing your breakfast.” Yes, we need to move with the trends—but hospitality is about connection.