Oman Air and Aer Rianta International Middle East (ARIME) joint venture Muscat Duty Free (MDF) has appointed Rob Marriott as its new General Manager. 

He took over the position in March from Martin Mullen, who has moved to take up a new role with ARI at Abu Dhabi International Airport in preparation for its new terminal opening.

Marriott, who boasts more than 35 years’ experience in retailing, is accountable for MDF’s operations and reports directly to the Board.

FOODSERVICE BACKGROUND

The experienced retail executive joined UK grocery chain Safeway (as it was then known) as Sales Assistant in 1984.

There, he rose through the ranks to become Regional MD Southwest for Morrisons, which acquired Safeway in 2004.

In this role, he was responsible for a multi-million pound a week business with a network covering 125 stores.

After leaving in 2017, he spent time with meat retailing business One Stop Halal as its Head of Operations before being approached by MDF and moving to Oman.

“This opportunity was too good to be missed,” he told TRBusiness. “I’ve always hankered after working internationally and Oman was somewhere that really appealed to me. I had a good look at the sultanate, the role and the brief and it looked really exciting and ticked all the boxes of moving abroad.”

As reported, MDF opened its shopping facilities at the $1.8bn New Muscat International Airport in March last year and hosted a grand unveil of its 32,000sq m commercial facilities in November.

“We are one year into the new terminal, which is a fabulous facility and world-leading airport,” said Marriott. “We are still on the journey of delivering consistently for passenger every single day and building on a really successful first year.”

CUSTOMER + PERSONNEL FOCUS

Asked about his plans to develop MDF’s operations in the future, he said: “It’s about delivering for passengers every single day.

“Having great value and availability in a safe and legal environment and exceptional customer service by engaged, motivated, highly trained and happy colleagues. That is what I am trying to achieve.

“There are a lot of similarities between domestic and travel retail, but in travel retail you get one moment in time to make a lasting impression; to get that passenger flying out from your airport, unlike in food retail where they come back week in, week out.

“That for me is the difference. The KPIs don’t change. In terms of pace of environment, I don’t see much difference. It [the industry] is fast-paced but so is food retailing. There is different products, but you have to react to customer needs at all times, which isn’t different in all formats of retailing.”

This year’s MEADFA Conference moves to Muscat on 24-26 November, with Muscat Duty Fee excited about the opportunity.

“We are really looking forward to hosting MEADFA and showing everyone the fantastic facilities at Muscat and for people to experience Omani culture,” added Marriott.

Oman Airports Management Company updated TRBusiness on the the terminal’s early operating indicators during the TFWA World Exhibition & Conference. Click here for a video interview.