 HI: As part of the pre-opening team, how did you motivate everyone?
Pre-opening is a good time to build a team as you are recruiting people. It is also tough, as one needs to take care of the branding. So you build a team through training, taking them around to see different properties, competitors, etc. It was a pleasure to get to know the market, wherever we moved, it was always as a team and that forged a bond between us.
HI: So why did you move on after the property opened?
I had joined Best Western in 2003. I left after the pre-opening with the intention to learn more. There is no end to learning because each brand has a distinct way of handling things and there is always something to take back from there.
HI: What has been the biggest learning in your career?
That has been at Best Western where the work environment is very comfortable, the senior managemt is very approachable and that I think is very important. The hierarchy is not very strict and follows a transparent working style. You can approach anyone and they come back with a very supportive solution.
HI: So have you tried to implement it here as well in your working style?
Yes. But now even the industry norms are changing. Earlier the GM was an invisible character – unapproachable, unseen. He was the person you saw walking in the lobby, interacting with guests and would do the rounds once a day. It is no longer like that. We go around meeting people and I make sure that I meet at least one person from each department on a daily basis.
HI: What is the biggest challenge as a GM?
The biggest problem is poaching by competitors. You train people, and with so many brands coming up, they move on for a slight raise in the salary. Another challenge is to try and always be ahead of the game. Be in constant touch with the market to know what are the latest things being offered to the guests, how to make their stay pleasurable, etc. It is a 24-hour job that is very challenging, but I would not exchange it for anything.
HI: So how do you unwind?
The best way to do that is to just be with family and switch off mentally for a few hours. I also love to go for a holiday and my favourite destination is Goa. But we hoteliers are never able to get work out of our system.
