Exclusive Interview | Abhishek Sahai, General Manager, Conrad Pune
/“In an age when business management is being more data driven, I still believe in the strength of my own business acumen, supremacy of common sense and emotional quotient over pure analytics. ”
Tell us about your journey. How did it all start?
My journey in the hospitality industry began with a passion for creating unforgettable guest experiences and developing leadership skills in luxury hospitality. After completing my hospitality school, I refined my skills at the prestigious Oberoi Centre of Learning & Development. Over the past two decades, I’ve gained extensive experience in luxury, leisure, and business hotels, earning key leadership roles at renowned hotel chains around the world.
Throughout my career, I’ve taken a hands-on approach to leadership, driving strategic initiatives that have achieved unprecedented success at the hotels I’ve managed, including Marriott International, Hyatt Hotels, The Oberoi Hotels & Resorts, The Leela, DLF, and GOCO Hospitality Thailand. During the pandemic, I guided Hyatt Ahmedabad to success with innovative F&B offerings and business practices, earning recognition for the hotel. Now, as General Manager at Conrad Pune, I’m excited to bring my expertise to bear as we strive for new heights of excellence.
What do you think it takes to succeed in this industry?
The hotel industry is a demanding yet fulfilling field that requires a combination of natural talent, education, and experience to succeed. To excel in this industry, you need to have a genuine passion for guest service and a deep understanding of guest needs and preferences. It’s all about creating unforgettable experiences that keep guests coming back for more!
Leadership skills are also essential in the hotel industry, enabling you to manage diverse teams effectively and inspire them to achieve their full potential. It's important to think creatively and stay ahead of industry trends to remain competitive and provide the best guest experiences possible.
In addition, financial acumen is another crucial aspect of success in the hospitality industry. You need to have a solid understanding of financial management and be able to identify opportunities for revenue growth while keeping costs in check to ensure profitability. And last but not least, adaptability and resilience are critical qualities to have in this fast-paced and ever-changing industry.
To succeed, you need to be able to think quickly on your feet, remain calm under pressure, and adapt quickly to changing circumstances.
Share with us 5 skills that you think will be critical for a hospitality career in the future.
As the hospitality industry continues to evolve, new skills are becoming increasingly crucial for success. Here are five skills that I believe will be essential for a hospitality career in the future:
Firstly, technological literacy is crucial. With technology continuing to transform the industry, hospitality professionals need to be comfortable using and adapting to new technologies. From online booking systems to guest data analysis tools and mobile check-in options, staying up-to-date with the latest tech is a must. Emotional intelligence is another skill that will be more important than ever because ours is an industry that prioritises customer service over everything else and emotional intelligence is key to providing exceptional experiences. Being able to read and respond to guests’ emotions effectively and empathetically is essential.
Cultural awareness is another soft skill that is becoming increasingly important in the industry. With travel becoming more accessible and diverse, there is a need to have cultural awareness and sensitivity. This includes understanding cultural differences and catering to guests’ unique needs and preferences.
There is also the aspect of sustainability that is being focussed on a lot and for the right reasons. Hospitality professionals need to be environmentally conscious and knowledgeable, this includes implementing eco-friendly practices and finding innovative ways to reduce waste and promote sustainable tourism.
Lastly, creativity is vital for success in a competitive industry. Hospitality professionals need to be creative and innovative to stand out. This includes thinking outside the box to deliver unique guest experiences and developing new and innovative offerings to stay ahead of the competition.
The new, young traveller wants experiences and insta-ready content. What do you have in store for them?
We understand that young travellers today are seeking authentic and unforgettable experiences that connect them with the local culture and leave a lasting impression. That’s why we have curated a series of unique experiences that cater to their preferences and desires. From the highly popular Chef Degustation Series to interactive mixology sessions with our talented bartenders, we offer a range of activities that appeal to every type of traveller. And, of course, we understand the importance of capturing these moments for social media. Therefore our experiences are carefully crafted to be visually stunning and share-worthy, allowing our guests to showcase their adventures to their followers with pride.
To take things up a notch, we have recently introduced Live Act Projekt nightlife events at Al Di La and Masu within our hotel premises. These events showcase a diverse range of artists, providing an immersive and unforgettable experience that stays with our guests for a long time. From live music performances to interactive art installations, our pop-ups are designed to offer a one-of-a- kind experience that blends art, culture, and entertainment. Our aim is to elevate our guests’ stay experience and provide them with memories that they will cherish for a lifetime.
But it’s not just about experiences. We also understand the importance of providing a luxurious and comfortable stay. Our rooms and suites are designed with a modern and chic aesthetic, and our amenities are carefully curated to ensure our guests’ utmost comfort. From plush bedding to high- end toiletries, we leave no stone unturned in ensuring our guests have a relaxing and enjoyable stay.
So, whether you are looking to explore the local culture or simply unwind in style we have something for everyone!
What does the future look like? For the industry, Conrad Hotels, you.
The future is always exciting and unpredictable, especially for the hotel industry. At Conrad Pune, we understand that the key to success is to stay ahead of the curve and anticipate the changing needs and preferences of our guests. As we look to the future, we know that sustainability and wellness will be crucial factors in shaping the industry. Our commitment to the environment and local communities is reflected in our use of locally sourced products and services. Our focus on sustainability extends to our guests’ well-being, with offerings like healthy dining options and fitness programs to promote healthy lifestyles.
We are also excited about the potential for technology to revolutionise the guest experience.
We are always exploring innovative ways to incorporate new technologies into our hotel operations, such as artificial intelligence and virtual reality, to create more personalised and immersive experiences for our guests.
At Conrad Pune, our goal is to not just meet but exceed guest expectations. We have a clear roadmap to achieve market dominance over the next years, with a focus on enhancing our guests’ experiences. We take pride in being a top destination for luxurious staycations, corporate events, weddings, and fine dining experiences. Our state-of-the-art meeting rooms are designed to provide a sophisticated and elegant atmosphere for business meetings and conferences, while our Wedding Studio offers a one-stop destination for weddings that are nothing short of magical.
We are committed to delivering exceptional service to our guests, and we achieve this through our focus on recruiting and retaining skilled and knowledgeable individuals with the right attitude. Our team is always ready to go the extra mile to ensure that our guests have an unforgettable experience at Conrad Pune. With our focus on sustainability, wellness, technology, and exceptional service, we are confident that we will continue to exceed expectations and shape the future of the hotel industry.
What are the attributes you look for while selecting or hiring?
When it comes to selecting or hiring individuals for our team, we prioritise those who possess a combination of skills, expertise, and attitude. Of course, technical skills and experience are important, but we also look for individuals who have a genuine passion for hospitality and a commitment to delivering exceptional service to our customers. A warm and welcoming personality, excellent communication skills, and the ability to anticipate and fulfil our guests’ needs are also essential attributes we look for. Additionally, we value team players who are willing to go above and beyond to ensure that every guest has a memorable and enjoyable stay. Overall, we seek out individuals who share our values of professionalism, integrity, and a dedication to creating unforgettable guest experiences.
What is your favourite interview question & why?
Asking candidates why they have applied for a position provides insights into their thought process, dedication, passion, priorities, ambition, and level of commitment. It helps assess their understanding of the role and company, their enthusiasm and motivation, and the alignment between their aspirations and the position. This question allows candidates to showcase their knowledge and enthusiasm while helping you make an informed decision about their fit for the role.
Share some of your secrets in keeping an engaged, safe and happy team.
At Conrad Pune, we prioritize a hands-on, approachable, and relatable management style that fosters a sense of connection and engagement among our team members. We believe in working together, sharing both successes and challenges, and supporting one another through business obstacles. By creating an environment where everyone feels protected and valued, we strive to ensure the happiness and satisfaction of our team members.
Share with us some new learnings from this project for you, personally.
Being entrusted with the role of leading a prestigious luxury hotel in India has presented me with invaluable opportunities for professional growth. As the leader of this esteemed establishment, I hold the responsibility for both its growth and performance, as well as the well-being of a diverse team of 500 associates in a highly competitive labour market. This role has been an exceptional and deeply rewarding endeavour.
Within this position, I have had the privilege of gaining profound insights into the mindset and behaviour of tech-savvy global travellers, as well as understanding the aspirations and outlook of the younger workforce. These experiences have served as abundant sources of knowledge and learning in the current project.
Furthermore, the unprecedented focus on key areas such as diversity, inclusion, equity, and ESG considerations has brought about a transformative shift in the way hotels are managed and operated today. Embracing these principles has added a whole new dimension to the hotel industry, shaping the strategies and practices employed within the organization.
What makes you strange?
In an age when business management is being more data driven, I still believe in the strength of my own business acumen, supremacy of common sense and emotional quotient over pure analytics. While we push the envelope on innovation in our products and services, I still have uncompromising stance towards the very basic of hospitality. I firmly believe that team achieves more when business objectives are kept simple easily understandable for team members across the boards. You can remain simple and yet be exclusive.
What is the one app / tech solution you would love to see?
As a visionary General Manager, I believe that the hotel industry would greatly benefit from the implementation of an AI-powered Virtual Assistant. This state-of-the-art technology solution has the potential to revolutionize various aspects of hotel operations and guest experiences.
The Virtual Assistant would serve as an intelligent operations management tool, leveraging AI algorithms to streamline processes and automate routine tasks. This would optimize efficiency and allow hotel staff to focus on delivering exceptional guest experiences.
One of the key advantages of the Virtual Assistant is its ability to provide personalized guest interactions. By analyzing guest preferences and histories, the Virtual Assistant would offer tailored recommendations, anticipate guest needs, and create truly personalized experiences. From room customization to local recommendations and personalized promotions, it would elevate guest satisfaction to new heights.
