Exclusive Interview | Manoj Mathew V M, Senior Vice President - Operations, Tamara Leisure Experiences Pvt. Ltd

I believe in the transformative power of joy and humor in the workplace. Infusing positivity into our daily interactions creates an engaging atmosphere that fosters creativity and collaboration.
— Manoj Mathew V M

With over four decades of experience, what are the key factors that have contributed to your success in hospitality?

Reflecting on my journey in the hospitality industry reveals a tapestry of experiences and guiding principles, each contributing to my success. At the heart of it all is an unwavering passion for the profession—this deep-rooted love for hospitality fuels my commitment and drives my daily endeavors, infusing every interaction with enthusiasm and purpose.

I approach my career as an eternal student, always eager to learn and grow. This insatiable curiosity compels me to seek out new knowledge and experiences, enhancing my skills and broadening my perspective. Coupled with this eagerness is a tenacity that refuses to accept the phrase not possible. This mindset empowers me to push boundaries and explore innovative solutions, transforming challenges into opportunities.

Leading by example is a principle I hold dear; I believe in the power of walking the talk By embodying the values I advocate, I strive to inspire others to do the same. Understanding team dynamics is equally crucial; I recognize that nurturing collaboration and fostering a sense of unity is essential for achieving shared goals. In times of crisis, I maintain a focused approach, prioritizing processes while supporting my team to ensure we navigate challenges together with resilience and strength.

A customer-centric mindset is at the core of my philosophy. I remain empathetic and dedicated to our guests, always ensuring their needs take precedence in our service. This commitment extends to enhancing work environments, as I prioritize creating conditions that enable both associates and managers to thrive in their roles. Integrity and sincerity are values I uphold rigorously; I strive to embody these principles in every interaction, ensuring trust and respect are foundational elements of my leadership. As a brand custodian, I fully understand the responsibility that comes with representing and nurturing our brand, treating it with the care and dedication it deserves.

Finally, I believe in the transformative power of joy and humor in the workplace. Infusing positivity into our daily interactions creates an engaging atmosphere that fosters creativity and collaboration.

These guiding principles not only direct my professional journey but also inspire those around me to strive for excellence in the hospitality industry. Together, we create a vibrant and dynamic environment where passion, learning, and joy flourish, ultimately enriching the experiences we provide to our guests.

How have they shaped your leadership at Tamara Leisure Experiences?

 My leadership approach at Tamara Leisure Experiences has been profoundly shaped by a blend of guiding principles that I hold dear.
At the core is an entrepreneurial mindset, which drives me to prioritize innovation and agility over traditional management styles. This perspective became especially vital when I joined the organization during the tumultuous times of the COVID-19 pandemic. It allowed me to focus on training and property maintenance, deepening my understanding of team dynamics and building a foundation of trust. I firmly believe that ordinary individuals can achieve extraordinary results when given the right environment and opportunities, and I strive to empower my team to take calculated risks and make meaningful contributions through a participative and inclusive management style. 

Open communication is another pillar of my leadership philosophy; I prioritize transparency and embrace vulnerability, demonstrating that admitting challenges is a strength, not a weakness. I instill a sense of urgency within the team, motivating them to respond promptly to challenges while maintaining a guest-centric focus. By encouraging my team to observe and adapt to our guests’ preferences, we curate memorable experiences that resonate deeply, earning accolades for both our hotels and the dedicated individuals behind them. Recognizing and celebrating our associates’ alignment with organizational values during town hall meetings reinforces a culture of appreciation and motivation.

At Tamara, we pride ourselves on being a customer-centric organization, where every team member, from reservations to front-line staff, is attuned to our guests’ needs. Our Relationship Managers play a crucial role, serving as dedicated points of contact who build strong relationships with our guests, significantly enhancing their overall experience. We leverage data to refine our services continually, personalizing future stays based on past preferences. Our Guest Experience Manager collaborates closely with the team to craft unique experiences that ensure seamless execution and lasting memories. The results speak for themselves: our customer satisfaction scores consistently reach an impressive 95%, and all three of our hotels that opened last year quickly ascended to the No. 1 position on TripAdvisor within just 8-9 months. This achievement is a testament to our unwavering focus on prioritizing our guests and delivering operational excellence as a daily promise. Ultimately, these guiding principles not only enhance my leadership style but also empower my team to excel, elevating the experiences we offer at Tamara Leisure Experiences.

In your recent post, you highlighted challenges in making hospitality a preferred profession. What immediate steps do you believe the industry must take to address these issues?

The hospitality industry is facing its fair share of challenges, but there are also tons of exciting opportunities on the horizon! To make the industry more attractive and supportive for both current and future professionals, we can take a few simple but impactful steps.

First, we’ve got to focus on employee well-being. By redesigning back-of-house spaces to be more efficient and supportive, we can help create a workplace where people actually enjoy spending their time. This can make a world of difference in how staff feel about their jobs.

Training is also key. Offering comprehensive programs that cover both technical skills (like using the latest tools and tech) and soft skills (like customer service and crisis management) is essential for giving employees the confidence to thrive in a fast-paced environment. Let’s not forget about the next generation of talent—mentorships, creative workshops, and hands-on learning are great ways to inspire young people and help them fall in love with the industry.

And speaking of young talent, we need to meet them where they are—on social media. They’re online, engaged, and hungry for stories about what’s happening in the industry. There are so many exciting things happening in hospitality all the time, from new restaurant openings to innovative guest experiences. These stories need to be shared through channels they pay attention to, whether it’s Facebook, Instagram, or YouTube.

Work-life balance is another big piece of the puzzle. Offering flexible scheduling, mental health resources, and a supportive environment can help combat burnout and make employees feel valued. When staff are happy and supported, it’s contagious creating a better experience for both employees and guests.

A culture of openness and inclusion is key to ensuring everyone feels like they belong. A management style that encourages communication and involves staff in decision-making can make everyone feel part of something bigger. Plus, collaborating with hospitality schools to update curriculums and better prepare graduates will set them up for success in the real world.

And here’s where it gets really powerful: when associates, chefs, managers, and their families experience a positive shift in the work culture and environment, they become true advocates for the industry. When they see the change firsthand, they’ll naturally share their experiences with others, creating a ripple effect. Once they become passionate advocates of the culture, it will be much easier to grow the community and attract more dedicated professionals.

Recognizing and rewarding excellence is huge, too. Whether it’s through small acknowledgments or big celebrations, letting people know their hard work is appreciated keeps morale high. At the same time, embracing technology to streamline operations and improve guest experiences can make everyone’s job easier and more enjoyable.

Lastly, preparing employees to handle challenges head-on through resilience training or crisis simulations can help them stay calm and effective, no matter what the job throws their way.

By taking these steps, we can create a thriving, vibrant hospitality industry that attracts passionate professionals ready to make a real difference. There’s so much to be excited about, and with the right support and recognition, we can build an industry that’s both successful and sustainable. Let’s make sure the next generation sees all the incredible opportunities waiting for them!

Employee well-being is a recurring theme in your insights. How do you advocate for improvements in back-of-house facilities and work-life balance at Tamara properties?

 Employee well-being is indeed a cornerstone of our philosophy at Tamara Properties, and I firmly believe that creating a thriving work environment is essential for achieving service excellence. Our CEO, Ms. Shruti Shibulal, is always cognizant of the impact our hotels have on the surrounding communities, which is why we consciously hire over 45% of our associates from local areas and source perishables from local vendors. This commitment not only strengthens our ties with the community but also fosters a sense of belonging among our team members.

To ensure that our back-of-house facilities support this mission, we take a meticulous approach right from the design stage. We engage specialized facility planners who focus closely on ergonomics and workflows, creating spaces that enhance efficiency and comfort. This commitment to thoughtful design translates into staff dining areas, restrooms, and storage facilities that promote well-being and a sense of community.

Recognizing the unique challenges posed by remote locations, we also prioritize informal activities that enhance camaraderie among our associates

During the COVID-19 pandemic, I vividly recall our Chairman, Mr. Shibulal, personally calling to reassure me that the organization would ensure the salaries of all employees were maintained, with no retrenchments. Only the top 3% of the leadership team took salary cuts, demonstrating the profound commitment of our leadership to supporting and protecting the broader team. This act of dedication left a lasting impact on me, both professionally and personally.

 In addition to enhancing physical spaces and fostering a sense of community, we prioritize promoting mental health resources to support our team members in effectively managing their personal and professional responsibilities. By engaging our associates in discussions about their needs and preferences, we cultivate an inclusive culture where their voices are heard and valued. When our associates, managers, and chefs feel happy and fulfilled in their roles, the positive impact on service excellence is profound, resulting in memorable guest experiences and long-term success for Tamara Properties.

You’ve worked in diverse markets, including India, Zambia and Sri Lanka. How do you approach managing regional disparities in facilities, salaries, and workforce readiness?

Having worked in diverse markets like India, Zambia, and Sri Lanka, I’ve come to appreciate the rich tapestry of cultural nuances, values, and expectations that shape each region. Managing regional disparities in facilities, salaries, and workforce readiness requires a thoughtful and adaptable approach that is both respectful and inclusive. 

First and foremost, I prioritize cultural diversity and mutual respect, recognizing that each market has its own unique identity and set of expectations. It’s essential to engage with local teams to gain insights into their specific needs and challenges. This collaboration not only fosters a sense of belonging but also empowers our associates to express their perspectives, which is vital for creating an inclusive workplace. By actively listening and adapting our strategies based on local input, we cultivate an environment where everyone feels valued and respected.

 In terms of facilities and salaries, understanding the local economic landscape is crucial. We aim to provide competitive compensation that reflects the cost of living and market standards while being fair to our associates. We also strive to maintain high-quality facilities that meet local expectations and regulatory standards, ensuring that our teams have access to the resources they need to thrive. This commitment reinforces the idea that, regardless of our expatriate status, our local associates are first-class citizens who deserve fulfillment and respect in their roles.

Workforce readiness is another key area of focus. We invest in training and development programs tailored to the specific needs of each market, ensuring that our teams are well-prepared to meet the demands of their roles. By fostering an environment of continuous learning and growth, we not only enhance individual skill sets but also build a cohesive team that can adapt to challenges effectively.

Bonding and teamwork are critical in bridging regional disparities. We encourage team-building activities that celebrate cultural diversity and promote collaboration. By creating opportunities for associates to connect on a personal level, we foster camaraderie and strengthen relationships across different backgrounds. This sense of unity is crucial, especially in diverse markets, as it enhances communication and collective problem-solving.

Moreover, we remain vigilant in respecting the laws and regulations of each country we operate in. Adhering to local labor laws and cultural norms is not just a legal obligation; it’s a fundamental aspect of our commitment to ethical business practices. By demonstrating this respect, we build trust within the community and reinforce our reputation as a responsible employer.

You mentioned outdated educational curricula as a concern. What initiatives would you suggest to bridge the gap between hospitality education and industry needs?

In addressing the concern of outdated educational curricula in hospitality, it’s imperative that we foster a deeper commitment from the industry to collaborate with educational institutions that are shaping the next generation of hoteliers. The landscape of hospitality has evolved dramatically, especially in the wake of

COVID-19, where technology and digital marketing have taken center stage. To bridge the gap between education and industry needs, we must advocate for a curriculum that is not only updated but also relevant to the current market dynamics.

One effective approach would be to establish structured partnerships between government bodies, educational institutions, and hotel associations. This collaborative effort can lead to the development of a dynamic curriculum that integrates hands-on experience with theoretical knowledge, ensuring that students are well-prepared for the realities of the industry. Furthermore, hospitality institutions should actively collaborate with hotels and resorts to encourage students to assist with major events, conferences, and festivals in their cities. This real-world exposure will provide invaluable insights into event management, operations, and guest interactions, enriching their learning experience and enhancing their readiness for the workforce.

Additionally, it is crucial that teaching faculty receive ongoing exposure to industry trends and innovations. By facilitating workshops and training sessions led by industry professionals, we can equip educators with the insights necessary to inspire and engage students about the exciting advancements in hospitality.

At Tamara Leisure Experiences, we have implemented a highly successful program called Responsible Hoteliers of Tomorrow (RHT), which spans six weeks for hotel interns. This initiative goes beyond traditional hotel training by emphasizing sustainability and the UN’s Sustainable Development Goals (SDGs). We believe that instilling awareness about environmental stewardship and sustainable practices in young professionals is vital for the future of our industry. To further enhance this initiative, we are launching a similar program targeted at faculty members, ensuring they are equally informed and inspired to instil these values in their students.

Moreover, internships should be reimagined as immersive experiences that provide students with exposure to various departments within a hotel, allowing them to understand the interconnectedness of operations. This holistic approach will not only familiarize them with the intricacies of hospitality but also foster adaptability and problem-solving skills.

Another key initiative could involve the integration of technology-focused courses into the curriculum, covering areas such as data analytics, social media marketing, and digital guest engagement strategies. As the hospitality industry becomes increasingly reliant on technology, equipping students with these skills will make them more competitive and better prepared for the job market.

Lastly, organizing industry-led mentorship programs can create valuable connections between students and seasoned professionals. Such initiatives will provide aspiring hoteliers with practical insights, networking opportunities, and guidance that can significantly enhance their career trajectories.

By implementing these initiatives, we can create a robust framework that not only aligns hospitality education with industry needs but also ensures that future hoteliers are equipped with the knowledge, skills, and ethical grounding necessary to thrive in a rapidly evolving landscape. Ultimately, this commitment to collaboration and innovation will benefit not only the students and institutions but also the hospitality industry as a whole, driving it towards a more sustainable and successful future.

Technology is transforming hospitality. What advancements do you believe hold the greatest potential for reducing stress and boosting productivity in hotel operations?

Technology is shaking up the hospitality industry in exciting ways. For starters, advanced Property Management Systems (PMS) are streamlining operations by automating bookings and check-ins, making life easier for staff and cutting down on errors. Guests appreciate mobile check-in and check-out options, allowing them to bypass long lines and enjoy a seamless experience. Self-service kiosks further ease pressure on busy front desks, letting guests handle check-ins and room service orders at their convenience.

Smart room technology is another game-changer, enabling guests to control lighting and temperature right from their smartphones, enhancing comfort while reducing staff interruptions. Plus, data analytics helps hotels predict guest needs and optimize pricing, making operations more efficient and improving satisfaction. Looking ahead, there are some radical ideas that could redefine the industry. Imagine AI-powered virtual assistants handling common inquiries, freeing up staff to focus on personalized service. Robotics could take over routine tasks like housekeeping and room service, allowing team members to engage more meaningfully with guests.

Augmented reality (AR) could offer virtual tours and interactive local guides, enhancing the guest experience without the clutter of brochures.

On the security front, blockchain technology can bolster payment security and streamline guest information management, minimizing concerns about fraud. Meanwhile, IoT sensors for predictive maintenance can alert staff to equipment issues before they become problems, reducing downtime and stress. Lastly, adopting sustainable technologies not only cuts costs but also attracts eco-conscious travellers.

In a nutshell, embracing these innovations allows hotels to reduce stress on staff, boost productivity, and elevate the guest experience.

It’s all about staying ahead in a rapidly evolving industry!

Sustainability is a key focus at Tamara. How do you integrate eco-friendly practices while balancing operational costs and guest satisfaction?

At Tamara Leisure Experiences, we’re excited to share our commitment to Responsible and Memorable Hospitality, where people, planet, and profit go hand in hand. This isn’t just a motto for us; it’s the heart of everything we do!

We’re all about creating a welcoming atmosphere while being kind to our planet. That starts with our energy-efficient systems. We’ve upgraded to LED lighting, smart thermostats, and energy-saving appliances to keep our properties cozy and inviting, all while lowering our energy consumption. It’s a win-win!

Water conservation is another key focus. With low-flow fixtures in our bathrooms and kitchens and a linen and towel reuse program, we’re making it easy for our guests to help us save water without sacrificing comfort. It’s a simple way to contribute to sustainability during your stay.

When it comes to food and beverages, we love sourcing locally! By partnering with nearby farmers and suppliers, we serve fresh, seasonal dishes that not only taste great but also reduce transportation emissions. Plus, it’s a fantastic way to support our local community.

We believe in engaging our guests in sustainability, too. That’s why we’ve set up clearly labelled recycling bins and started composting organic waste. We want everyone to feel like part of our eco-friendly mission, making it easy to join in and make a difference.

One of our unique initiatives is beekeeping. We’ve established hives on our property, not only to produce delicious honey but also to support local biodiversity. Guests can learn about the importance of bees in our ecosystem and even sample our fresh honey during their stay. It’s a sweet way to contribute to sustainability!

Our team is also here to share tips on sustainable activities and attractions in the area, helping you discover eco-friendly options and make the most of your visit.

We love communicating our sustainability initiatives through our marketing and interactions, showcasing our commitment to eco-friendly practices. This not only attracts like-minded travelers but also builds a loyal community that values sustainable hospitality.

At Tamara Leisure Experiences, we’re proud to show that Responsible and Memorable Hospitality is not just possible; it’s our way of life. So when you choose to stay with us, you’re not just enjoying a wonderful getaway—you’re contributing to a brighter, more sustainable future. Let’s make a positive impact together!

What strategies do you employ to manage guest expectations and align them with the realities of delivering exceptional service?

Managing guest expectations while delivering exceptional service is a crucial aspect of hospitality, and at Tamara Leisure Experiences, we take this challenge to heart. Here are some engaging strategies we employ to ensure our guests have a memorable stay while aligning their expectations with our offerings.

First and foremost, clear and transparent communication is key. From the moment guests book their stay, we provide detailed information about our services, amenities, and any potential limitations. This helps set realistic expectations right from the start.

Whether it’s highlighting our eco-friendly initiatives or sharing details about local attractions, we believe that informed guests are happy guests.

Personalization plays a significant role in our approach. We take the time to understand our guests’ preferences and needs, whether through pre-arrival surveys or friendly conversations upon check-in.

By tailoring our services to meet individual expectations, we create a more satisfying experience. For example, if we know a guest is celebrating a special occasion, we might surprise them with a thoughtful gesture, like a complimentary dessert or a personalized welcome note.

We also prioritize staff training to ensure that our team is well- equipped to manage guest expectations. Empowering our staff with the knowledge and skills to provide exceptional service means they can confidently address any concerns or special requests. This proactive approach helps prevent misunderstandings and ensures guests feel valued and heard.

Regular feedback collection is another vital strategy. We encourage guests to share their thoughts during and after their stay, whether through informal chats or structured surveys. This not only helps us gauge satisfaction but also allows us to adjust our services based on real-time feedback. By showing that we value their opinions, we create a culture of trust and open communication.

Lastly, we believe in the power of storytelling. Sharing success stories of previous guests who have had memorable experiences with us can inspire new visitors and shape their expectations. Whether it’s through engaging social media posts or heartfelt testimonials on our website, these stories help convey the essence of what we offer and the genuine care behind our service.

In summary, by focusing on clear communication, personalization, staff empowerment, feedback collection, and storytelling, we effectively manage guest expectations while delivering exceptional service. At Tamara Leisure Experiences, we’re committed to creating unforgettable stays that exceed expectations and leave a lasting impression.

Looking ahead, what are your long-term goals for Tamara Leisure Experiences, and how do you envision its role in shaping a more employee-focused and innovative hospitality industry?

Looking ahead, our long-term goals are both ambitious and deeply rooted in a commitment to our people and the environment. We aspire to be recognized as one of the most esteemed brands in India, not just in terms of our services but also in how we treat our employees. We believe that a great workplace is foundational to delivering exceptional experiences to our guests. By prioritizing employee well-being and development, we can maintain a workforce that is not only self-motivated but also genuinely passionate about hospitality. This, in turn, translates into memorable experiences for our guests, which is at the heart of what we do.

Sustainability is another pillar of our long-term vision. We aim to be recognized as one of the most responsible hotel groups, ensuring that our operations positively impact the communities and environments we touch. This means expanding our footprint in key destinations while maintaining our commitment to eco-friendly practices and high service standards. We envision a future where our hotels are not just places to stay but also contribute to the local culture and environment, offering exceptional food and experiences that resonate with our guests.

In shaping a more employee-focused and innovative hospitality industry, we see ourselves leading by example. By prioritizing our team’s growth and well-being, we hope to inspire other organizations in the sector to follow suit. Our goal is to create a ripple effect, encouraging a shift towards a more sustainable and people-centric approach in hospitality.

We envision Tamara Leisure Experiences as a beacon of innovation and responsibility, paving the way for a brighter, more engaging future in hospitality. We’re excited about the journey ahead and the impact we can make together!