A seasoned hospitality professional with over 23 years of domestic and international experience across several leading brands, Rajiv Kapoor is at the helm of a vibrant and experienced team that runs the flagship Fairmont in India.
At Fairmont Jaipur, his mission is to turn moments into memories with unforgettable hospitality. He believes in working towards a common goal, with team spirit as the mantra for success. In an exclusive interview with Hotelier India, Kapoor reveals what attracted him towards the hospitality industry, his management mantras, vision for the hotel and more…
- What triggered your interest in the hospitality industry? Where did it all begin?
My father served in the Indian Air Force for many years. So, every two to three years, we moved base across various parts of India. And every time we moved, we had a new home, school, neighbourhood, state, cuisine, friends, and language.
I then desired to experience the world. Making new friends was something I had done frequently since I was a child, which is one of the key factors for my interest in the hospitality industry. In my last 23 years in the workforce, I have worked in more than five nations, visited over 15 other countries, and yes, I can proudly say that I’ve fallen in love with adventure and travel.
| A quick rapid fire |
| What brings a smile to your face at work? When I witness the younger generation taking an active and forward-thinking approach, foreseeing the needs of guests, and transforming their moments into unforgettable memories. And a frown? Whenever I observe someone deviating from the code of conduct and displaying integrity or ethical problems. Your work philosophy… Together, we are stronger than just one individual! My aim is to constantly foster development of my team, by celebrating achievements together and providing them with opportunities to make decisions confidently. The single best quality your staff can possess… Doing things from heart, with genuine care, and the right intent is very important. It is crucial to perform tasks with sincerity, and the motivation of a forward-thinking vision. If you had to pass on one piece of advice to an aspiring hotel GM, what would that be? You will encounter numerous individuals with vested interests ranging from guests, company owners, to your fellow team members. Stay true to your beliefs. Ensure an open and honest platform for discussion, foster a clear vision and show sincere concern for all individuals involved. To achieve more success, it is important to be transparent and fair, without showing favoritism. The stronger you remain united as a team and support one another, the greater the chances of achieving your goals. |
- So, what makes Fairmont Jaipur stand apart from its competition?
Being a flagship Fairmont hotel in India and as a preferred hotel for luxury destination weddings, what sets us apart is our primary goal: Providing guests with unforgettable experiences. Whether you’re planning a glittering gala, romantic proposal or corporate merger, at Fairmont Jaipur, we are poised to deliver transformative experiences. Our promise of timeless elegance and the highest standards of service will help one make memories that last a lifetime.
Built in the tradition of the region’s grand Mughal palaces, this majestic hotel offers the best in modern amenities and is perfectly complemented with the rich heritage of Rajasthan in the design and attention to detail on display in each of the 245 guest rooms. Every guest feels like royalty as soon as they come up through the massive doors in the driveway. Their entry is heralded by the deep thrum of the nagadas and a shower of rose petals. Each corner of Fairmont Jaipur sings a different melody of Jaipur’s medieval past, with inspiration borrowed from both Rajputana as well as the Mughals.
- What are the main challenges one faces in hotel management?
Hospitality industry is evolving in the modern world, particularly in the wake of COVID. Getting the right candidate and retaining them is the biggest challenge the hotel sector is currently facing. Many opportunities are opening in India and throughout the world, making it easier for people to leave the country and relocate. Consistency, in my opinion, is the largest problem right now. To address this challenge, we, at Accor, have recognized the importance of preparing our workforce for the future. We have implemented various internal development programs within the hotel, including GLPs (Global Leadership program), among others. By nurturing and enhancing the skills of our employees, we aim to create a dedicated and competent workforce that can uphold the standards of our luxury operations.
- How do you go about resolving any customer dissatisfaction issues?
Resolving customer dissatisfaction is an integral part of our daily responsibilities. We view customer feedback as a valuable gift, as it provides us with crucial insights to improve our processes, products, and services. By actively listening to our guests’ opinions and concerns, we can continuously enhance the overall guest experience and meet their expectations effectively.
Every day, we gather in a meeting to carefully analyse all the feedback we receive. Thanks to the digital age, obtaining feedback has become incredibly convenient.
To ensure exceptional guest experiences, we have a dedicated Guest Experience Manager alongside the communication team. Together, they review every single feedback received daily. We take immense pride in our impressive response rate, which stands at over 99%.
Regardless of the nature of the feedback, we approach it with a positive attitude. If there’s any indication of dissatisfaction, we don’t shy away from the issue. Instead, we proactively investigate the root cause and reach out to the guest directly to understand their perspective better. As a team, we work tirelessly to implement reforms and improvements based on the feedback received, ensuring a better experience for future customers.
- What is your vision for the future of the hotel?
The last four years have been an amazing journey with Fairmont. Our vision is to continue to make Fairmont Jaipur one of the top luxury wedding destinations around the world. Currently about 15-20% of overseas weddings are coming to India. I will prefer to have a healthy ratio of 50% with increased NRI weddings in India.
Fairmont Jaipur boasts graceful, refined Jaipur wedding venues for both large and small ceremonies and receptions, as well as exceptional catering and onsite planning services to ensure your big day is perfect. Your special day takes on a whole new meaning when you host the celebration with us.
With the connectivity getting so much better with new express highway and over multiple direct flights across the world, you will enter a magical world with Fairmont Jaipur, where every experience creates everlasting memories, infused with love, excitement, and the alluring spirit of #ThatFairmontFeeling. A place where opulence meets unparalleled hospitality.
