A seasoned hotelier with over 20 years of experience in the hospitality industry, Manisha Sharma has held managerial and leadership roles at various established properties across the country and in Dubai.
As the newly appointed General Manager of Renaissance Bengaluru Race Course Hotel, Manisha is entrusted to take care of complete hotel operations, elevate customer experience and further enhance the hotel’s positioning as a leading ‘Lifestyle Hotel’ brand of Marriott International in Bengaluru.
In a candid chat with Hotelier India, the lady tells us what drives her passion for hospitality, the challenges of being a hotel GM, and her vision for the brand…
- What triggered your interest in the hospitality industry? Where did it all begin?
My interest in the hospitality industry began in childhood, as my family frequently stayed in hotels while travelling. I value excellent service, comfortable accommodations, and memorable experiences that hotels provide. My passion for interacting with people and creating positive experiences led me to pursue a career in hospitality. I am excited to continue learning and creating exceptional experiences for guests.
- What are the main challenges one faces in hotel management? How do you go about resolving any customer dissatisfaction issues?
As the Hotel General Manager, I face the challenges of unexpected scenarios and managing customer dissatisfaction. To overcome these challenges, I stay updated with industry trends and practices, and ensure my team is prepared for any situation. To manage customer dissatisfaction, I actively listen, empathize, and follow up. By focusing on preparedness and customer satisfaction, we can effectively address any challenge in the field of hotel management. In fact, the colleges should be more practical and prepare the students about the industry and issues facing customers which is still lacking.
| A Quick Rapid Fire |
| – What brings a smile to your face at work? Positive guest feedback about team members, and ranking high on guest voice platforms. – And a frown? Lack of perfect maintenance and cleanliness. – Your work philosophy… My work philosophy is to actively engage with my team by walking around and checking in on them regularly to ensure their well-being and satisfaction. – The single best quality your staff can possess. The single best quality for staff is a smile and proactive attitude towards helping guests. – One prediction for change you expect in the hotel industry… Hotels are gaining Government recognition as an essential industry. |
- How does it feel to be a woman leader in a predominantly male dominated industry? What were the challenges you faced and how did you overcome them?
It feels really good to be a woman leader in an industry which has always seen men at the forefront. But I am also proud of the fact that Marriott encourages a culture of equality. I overcame challenges related to inclusivity and breaking gender stereotypes by communicating, staying focused on my goals, improving my skills, and building strong relationships with my team.
Seeking mentorship from other women leaders in the industry provided invaluable guidance. Hard work, determination, and a commitment to excellence can help anyone achieve their goals regardless of gender. Yes, there are times when people prefer talking to General Managers who are men and find it easier to communicate their preferences and requirements which could be hotel or area specific. We will see the change with time and communication slowly.
- The hospitality industry suffered more than other markets during the pandemic. How did you’ll bounce back?
Our hotel took several steps to adapt to the new normal during the pandemic. We opened our outlets and facilities safely, revised our rates, and invested in technology and digital solutions. We also trained our staff to provide the best possible service. These efforts have helped us bounce back and regain momentum, and we remain committed to delivering the highest standards of hospitality and service to our guests.
- What is your vision for the future of the hotel?
My vision for the future of our hotel is centered on two key elements: Strategy and people. We plan to enhance our brand and reputation by providing exceptional service and unique experiences for our guests through investing in new technologies and amenities. Equally important, we will nurture a positive and supportive culture to attract and retain the best talent in the industry, enabling us to exceed our guests’ expectations and become a leader in the hospitality industry.
All throughout the year, we have hosted a variety of events from various businesses. There was a wide range. These events aided the hotel in building its brand, positioning it, and establishing a reputation for these kinds of partnerships, and we hope to continue hosting such events in the future.
If you had to pass on one piece of advice to an aspiring hotel GM, what would that be?
Be confident at all times and walk the talk. Meet guests, attend to their needs, pay attention to colleagues, be passionate about your work, and finish what you start. Plus, a keen eye for detail will help you succeed.
