Federico Mantoani, general manager, Hyatt Regency Gurgaon on what it takes to be a successful leader
Interviewed by Fathima Zahra Ali
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What are the specific changes that you have implemented at the hotel since you took over as the GM?
I joined Hyatt Regency Gurgaon in its pre-opening phase which is a period defined by constant change. A general manager has to exhibit a great deal of flexibility and adaptability and clearly define the objectives that will drive the team towards achieving a common goal. While it is important that the product and services are aligned with our brand, the main focus, in my opinion, remains the creation of a working environment where people share common values which indirectly will form the soul of the hotel.
What are some of the key challenges that you faced, and how did you overcome these?
What differentiates one hotel from another goes beyond the physical product and is defined by the quality of its services.Our key objective was to deliver a style of service that is intuitive in nature, which we believe, resonates with the need of today’s customer. We made a conscious decision to define the specific skill sets required, profile the candidates who had the right personality and heavily invest in training and development. We understand that in order to safeguard the consistency in our services we must create a talent pool that would help us overcome hurdles such as manpower shortages and high attrition levels.
What are your revenue-enhancing strategies?
Hyatt Regency Gurgaon will continue to consolidate its position as a leading MICE hotel both domestically and internationally. It will provide a great canvas to paint large and impactful events, the likes of which are yet to be seen in the city. The hotel’s key strategy will be to offer flexible packages and value-based offers for transient and group business with focus on volume.
What is the best part of being a GM?
The unique human interactions that a hotel environment offers me are very enriching and satisfying. I firmly believe that in order for a hotel to be successful, it has to become an integral part of the community it serves. This belief is deeply rooted in our core values and serves as an inspiration and reminder to all of us that we must contribute to the community we live in. On a personal note, this also provides me and my family an opportunity to connect with the people and genuinely experience the local culture.
Also, the greatest reward of being a general manager is the ability to impart knowledge, skill and experiences to my team which will help to develop them and become the leaders of tomorrow. As we witness an unprecedented growth in our industry, there is undoubtedly a need for high calibre talent in leadership roles.
And what are the pitfalls?
This industry is driven by passion and demands a significant investment in terms of time, energy and emotional involvement. Hence, one needs to achieve a fine balance between the intense operating environment that surrounds us and our personal lives. The amount of energy we have to invest in our work is often at the expense of our family life. One has to make a conscious commitment to take out the required time from our busy schedules in order to achieve an optimum balance. In my opinion, this is a wiser approach as it enables us to be consistent and much more productive in the long term.
What has been the turning point in your career?
The turning point of my career was when I was given an opportunity to be an acting general manager for a hotel that was undergoing a major transition phase. I was presented with a singular challenge to test my ‘readiness’ to take on the role of a general manager. It was a fantastic exposure and helped me mature personally and professionally. I believe all the teachings from that experience are being put in good use even today.
What has the India experience taught you?
My work has taken me to a number of countries and it continues to amaze me how each culture lends its own individuality and flavour to the definition of hospitality. I particularly enjoy the natural warmth and depth in all their daily interactions, which demonstrates that hospitality is woven into the fabric of the Indian society.
