Exclusive Interview | Mr. Rubin Cherian General Manager, Novotel Hyderabad

Each day brings with it some good and some learning situations; you have a blend of both on your platter

Mr. Rubin Cherian GM Novotel Hyderabad

What inspired you to pursue a career in the hotel industry, and how did you progress to become a General Manager?

The personal interaction and connection with people; realizing how impactful it can be and the opportunity to be able to curate memorable experiences for them is what increased my inclination towards the hospitality industry. The front office department is one that sees maximum interaction with guests along with F&B in any hotel, and personal interaction has always been my strong suit. Following my passion, I worked hard to grow in the Front Office department and over the years realized my dream of being able to oversee the operations of a hotel in totality. Today, I ensure that I interact with every guest possible and ensure they have a splendid time at our hotels. After all, it is all about the experience that our guests take back home.

Can you share some of the key milestones or experiences that shaped your professional journey?

There have been numerous instances that have paved the way for success along with the undeterred resoluteness that I have exhibited in my career span. With the guidance of leaders and mentors along the way, they helped me hone my skills and overcome challenges that have taught me to deal with and cope with situations that I witness in everyday life today. I would term my tenure at Novotel & Ibis Bengaluru ORR as the one that aligned my tangent in the right direction and reassured me that I was on the right path. After that, there was no looking back. The Cluster General Manager role at Novotel Hyderabad Convention Centre and HICC has additionally cemented my vision by achieving goals the hotel hasn’t seen since its inception. It’s these wins and the team effort that make me believe further in myself each day.

What are the primary responsibilities and challenges you face as a Hotel General Manager?

Each day brings with it some good and some learning situations; you have a blend of both on your platter. Ensuring successful operations is key for my role while understanding we are at par with the topline as well as on the lookout for the bottom line. In my role, you need to have a keen eye for detail. The right mix of communication that is passed across the management to the associates is important to ensure transparency and ongoing motivation. Every business has its peak and trough, I develop the strategy along with my teams to balance these out. Our competitive market is also a scope to push my teams to drive more business and churn more revenue across the year. The only challenge is sustenance, that in turn is also an opportunity to balance the business year-long to achieve our targets while maintaining the best hospitality we can provide.

How do you maintain a balance between guest satisfaction, team management, and meeting business objectives?

For me, personally, it is extremely imperative that my teams are content. However, at the same time, I want to ensure that they are instilled with the drive to achieve more. It’s the teamwork that makes the dream work, and I am a thorough believer of that. The right hiring is crucial for a business to sail through. At the end of the day, it is people looking after people to ensure a wholesome experience; that is what hospitality is about. When I know my teams are happy, I am confident the same is dispersed among guests that visit and stay with us. With constant encouragement and motivating events, there are yearlong activations that we plan to attain our business goals. Additionally, my teams are thorough in their approach to maintaining business relationships with our existing clients, while being on the lookout to drive new business to the hotel.

I would love to quote a very inspiring anecdote by Simon Senek who once said – Leaders are not responsible for the job. They are responsible for the people who are responsible for the job.

Take us behind the scenes of the hotel. What aspects of hotel management do guests typically overlook or underestimate?

That is a question that almost all hoteliers will have a similar answer to. I believe the notion that a five-star property or any hotel for that matter needs to be immaculate in its overall service. Furthermore, there is no scope for errors or anything going amiss. While these are service standards and our brands tend to adhere to this, there are times when on the backend, there might be certain issues or challenges that teams face. The management is constantly adhering to norms while they are supporting their teams, to ensure the outcome is perfect for guests. Every hotelier has worked hard to be a part of the team and to support the team selflessly, that is one trait that cannot be taken away from a hotelier. Along the years, we have all done long shifts to ensure smooth operations and to support our teams when they need it the most. These are certain factors that sometimes go overlooked in my opinion. 

Share some interesting anecdotes or stories about managing unexpected situations or demanding guests.

Each day is an interesting narrative that can be chalked out in so many chapters of a novel. The life of a hotelier is unlike any other industry. Hospitality can be as simple as it can be full of surprises.

One memorable incident that comes to mind was when a high-profile guest arrived at the hotel with a last-minute request for a private dinner for his proposal to his partner. The challenge was that the specific venue was already booked for a special event, and it seemed impossible to accommodate the guest's request. However, I believed in going above and beyond for our guests.  

I immediately approached the event organizer and explained the situation, requesting their understanding and cooperation. Fortunately, they graciously agreed to shift the event to a different area within the hotel. With the help of our dedicated team, we swiftly transformed the venue into a romantic and intimate setting for the proposal. The guest was overwhelmed with joy, and we received heartfelt appreciation for making their special moment truly unforgettable. 

During another incident, a high-profile celebrity guest had specific security and privacy demands. Our team had to navigate through various security protocols while maintaining the highest level of service. It was a true test of coordination and professionalism, and we succeeded in exceeding the guest's expectations.

In both cases, effective communication, quick decision-making, and teamwork played crucial roles in managing the situations successfully.

What are some of the most rewarding aspects of your role as a Hotel General Manager?

This is simple! When my teams are sated, my guests are happy, and my owners content. There is nothing more rewarding than seeing my guests leave happy, my staff look forward to coming to work the next day with a joy inexplicable, and my owners have their full trust in the decisions I make towards their assets.

On the flip side, what are the most significant challenges you face, and how do you overcome them?

There are challenges that every role brings with it; however, with the assistance of the core leadership team, I am confident that their teams down the line are being taken care of. Transparency and bringing an issue to light at the earliest has always helped me work along with my teams to find solutions and overcome situations that could have been extremely dire if not looked into earlier. We had COVID-19 which was the most adverse time that any hotelier dealt with. I feel overcoming that has taught me and the entire industry that no challenge can be far too big and that cannot have an alternative. 

Share a memorable guest interaction that left a lasting impression on you.

One of the most heartwarming interactions I had was with an elderly couple who had been returning to our hotel every year on their wedding anniversary. They shared countless stories of their previous visits and how our staff had become like a family to them. On their latest visit, the husband surprised his wife by singing their favorite song in the hotel's lobby, which he used to sing to her during their courtship days. 

Witnessing their love and the bond they had formed with our hotel over the years was incredibly touching. We went the extra mile to arrange a special anniversary dinner and invited some of our long-standing staff members who had become dear friends to the couple. It was a magical evening filled with nostalgia and laughter. This unforgettable encounter reminded me of the profound impact we can have on our guests' lives through genuine care and hospitality.

How do you stay motivated and inspire your team during busy periods or challenging times?

The fact that your teams are aware that you are by their side in the most trying times is all that actually makes a difference. My strongest pillars of support are my family and my teams. Undoubtedly, the position that I hold requires a lot of attention that I am able to provide to the hotel, knowing for a fact that my family is supportive and understanding. The moment you know you are not alone, you aspire to push yourself more. With constant motivation and having someone looking out for you is what inspires me the most, and I know for a fact, that my teams do too.

What advice would you give to aspiring hoteliers looking to become General Managers?

Dedication, not giving up easily, finding alternate solutions, consistency and hard work with a blend of smart work will get you a long way! Gaining practical hands-on experience and embracing a guest-centric approach is the key to building a base for this journey. There are no shortcuts here; the more you are true to yourself and your job, the better it will be for you. If you are passionate, this industry is for you. And, if you are instilled with righteousness to make a change, you will indefinitely succeed.

Describe a typical day in the life of a Hotel General Manager, from morning to evening.

Here’s a secret glimpse into the life of a hotel general manager; no two days are ever going to be alike! I begin my mornings with a round of the hotel, go through the morning meetings’; understanding situations that need my attention. However, the floor has a different story yielding each day. Different guests at the lobby, restaurants, at the convention center, etc., I interact with numerous guests on a daily basis. It goes without saying that the conversations are varied. And, usually, it’s these interactions with your guests that would give you the most simple yet practical ideas to improve our services or implement any change and this is what motivates me.

What are your favorite spots within the hotel? Is there a particular area that holds personal significance for you?

Personally, the lobby is one that is forever going to remain of personal significance to me. Over the decades, I have shifted lobbies and worked in different spaces and cities; however, there is one thing that is common across each one that I have been associated with, it is the joy and happiness to see someone walk out of the lobby with a smile across their face. At the end of the day, they may come in with different things in their life, but what they leave with is essential to know that we were able to contribute and make a difference in their life; even if it was for a limited time.

The WOW factor that sets us apart at Novotel Hyderabad Convention Centre is our lush green outdoor landscaped garden with an equally beautiful swimming pool with a waterfall adding to the scenic tranquil beauty coupled with warm service from the heart by our hearts (that’s how we address our team members) that add to our guest satisfaction and has earned us multiple awards and recognition.