Rajat Sethi believes in proper delegation of authority and leading from the front. Last year, he initiated the ‘Coffee with Rajat’ programme where he sat with associates and supervisors at ITC Grand Bharat to understand their concerns and try to resolve it.
An eternal optimist, Sethi believes that a culture of innovation inculcated during the pandemic will play a larger role in the hospitality industry’s ability to adapt to changes brought about by this global event. “In addition to town halls, I leveraged digital technology like creating Whatsapp groups to recognise members at department and hotel levels,” he stated.
The dynamic General Manager of ITC Grand Bharat also float customised packages to maximise revenues based on post-pandemic trends. These initiatives helped increase guest satisfaction score from 58% in 2020-21 to 86 % in the current year. “Through consistent effort and our teams’ hard work, even occupancy was higher by 18% during FY 2021,” he added. Sethi undertook various measures to reduce the total HLP cost by 27% and bring down the total energy requirement by 26%.
