"Companies need to define their strategies based on the Millennials" says Neeraj Balani; General Manager, Radisson Marina
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“The changing needs of the Millennials are expected to represent 50% of all travellers by 2025, companies need to define their strategies based on this demographic group’s personality traits and habits. ”
Editor: Tell us about your journey. How did it all start?
Neeraj: Looking two decades back brings alive the nostalgic memories when I started by completing my professional internship with Taj Diplomatic Enclave, New Delhi & ITC Maurya, New Delhi. I have been fortunate to pre-open 3 hotels during my tenure & got the opportunity to work with key brands like The Oberoi Group, IHG Group, Grand (Hyatt), Carlson Rezidor Hotel Group.
Editor: What do you think it takes to succeed in this industry?
Neeraj: In my view passion for people, high levels of commitment, change management, creativity, discipline with a selfless approach are key drivers for success in our trade.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
Neeraj: A career in hospitality industry is one of the most intriguing, inspiring and challenging professions today. Apart from the academics, the fundamental requirement is a blend of right attitude & people centricity.
Anyone possessing the aforesaid traits is welcome to join the team at the Radisson Blu Marina Hotel Connaught Place.
Editor: What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?
Neeraj: In a highly competitive hospitality business environment the trainees get exposed to the right alignment, orientation & conditioning which act as pre-requisites of a qualified & a skilful workforce in order to remain relevant in today’s scenario. We as a unit, driven by a “Yes I Can” philosophy, contribute to the growth of industry by providing the interns with the necessary exposure and skill & create leaders for tomorrow.
Editor: What are some of the trends you see impacting the hospitality industry?
Neeraj: There are some interesting trends which have emerged in Travel/Trade & tourism vertical culminating out of the rising demand & the constant supply invoking the creation of different brands for all markets, which co-exist and will sustain through. The changing needs of the Millennials are expected to represent 50% of all travellers by 2025, companies need to define their strategies based on this demographic group’s personality traits and habits. They travel a lot and are early adopters of technology; like personalized interactions and are spontaneous. Hotels will want to please them with easy check-in and gourmet dining experiences at compelling price points. Social media channels, digital marketing , artificial intelligence are key factors to watch out for.
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating the Radisson Marina Experience?
Neeraj: Technology acts as a game changer in today’s market & cognisant to the fact our hotel has taken some radical steps in this direction. We are in the process to have our own WI-FI set up with the latest available version in the market, complete revamp of the building management system as per todays consumer needs, latest security solutions for the discerning traveller, exploring the voice controlled devices in the rooms, unit based application for reservation management, upgradation of back office/administration systems offering up-to-date and user friendly solutions, software which works as escalation matrix enables guest to report any feedback from his room or his table if he is dining in our restaurant so that we can make it right for our guest while he still experiencing the services. This helps in engaging with customer and responding to their needs in “Real Time” to maintain positive guest relations and drive future bookings.
Editor: Two things you would like to change in the industry.
Neeraj: With the advent of brand categorisation across mostly all chains, it would be satisfying to see a rate parity drawn amongst them in the current ecosystem to justify brand promise & combat the rising customer needs.
Editor: What can we expect from the Radisson Marina in the coming year?
Neeraj: Apart from enhancing product and services. Seamless connectivity across all platforms and devices is the need of the hour. Radisson Marina is focussed on offering mobile check-in and digital concierge services in near future enabling guest feel empowered and making process time effective.
