Editor: Tell us about your journey. How did it all start?

For extra pocket money during college, I worked with a small event management company in Pune. Most of our events happened in big hotels and for me it was love at first sight – even the unglamorous sights, so after graduation in commerce and finance I decided that hotels were going to be it. I looked for the best management schools and soon heard about The Oberoi School of Learning & Development and after some odd 12 rounds I was sitting in front of Mr. P.R.S Oberoi. That there, was when I fell even more head over heels.

It’s been 15 years since then. I have jumped out of bed every day, initially creating memorable experiences for my guests to now leading a team that is the best in the world at doing that. 

Editor: What do you think it takes to succeed in this industry? 

A cliché but the most telling insight to emerge from all my time spent in Luxury Hospitality is that there is no shortcut to success. The best of hoteliers either joined this industry washing dishes and waiting tables, or they began at the front desk reception following college. You need to experience as many facets of the hotel operation to truly understand the complexity of the business — every back-of-house department is as important as those meeting and greeting guests in the lobby.

 You must be ready to adapt your design and service offerings to meet the needs of a new generation of modern luxury travellers who prize authenticity over-familiarity and simplicity over complexity.

You must provide exclusive experiences found nowhere else. 

You must build a passionate and talented team. The most beautiful of hotels in the most coveted locations cannot deliver on their mission without an extraordinary team that is committed to perfection. There is no alternative.

As a hotelier, I find success when I focus on easy, intelligent, and respectful hotel planning.

Editor: What are the attributes you look for while selecting or hiring?  If someone wants to work with you, what should they do?

We hire for attitude. We then train them on skills. If you want to work with me – Be eager to learn. Be strong on work ethic. Demonstrate ownership and entrepreneurial attitude. And be committed to delivering a “wow” experience.

Editor: What are some of the trends you see impacting the hospitality industry?

Post-COVID, I feel increasing research will be incorporated into designing of hotels. Elements and spaces will be designed with minimum human contact.

I think room sizes will reduce. Going forward we will need to be smarter and focus on investments that are productive and meet a new set of needs.

With the aim of reducing costs, it may be important to restrict F&B outlets. The use of technology will continue to grow and so will the guest's ability to order and pay by using QR codes.

Security departments will have to continue thermal scanning for guests and team members at all entry points.

Drivecations will become even more popular as guests will look to travel in the comfort of their own car and reduce exposure. Local destinations will open up to weddings. Work from hotels will be an option instead of work from home only. 

As consumers become more tech-savvy digital marketing will gain popularity now more than ever before.

Editor: Tech is now an enabler for great hospitality. Can you share with us some of the techs that go into creating your guest experience? 

We have re-envisioned the guest's journey and included the required tech that ensures to our guests and colleagues that they are safe. This includes contactless check ins and check-outs, access to digital news and e-papers as well as e-menus and payment gateways across restaurants.

Editor: Two things you would like to change in the industry. 

Honestly, there is enough change, literally every day. I will hold my list for now 🙂