Director of Rooms (Winner – Luxury to Upper Upscale) Indrani Gupta, Director of Rooms, The Taj Mahal Palace, Mumbai

In April 2015, when Indrani Gupta was promoted as director of rooms, her key responsibilities included optimizing the operational efficiency of the room division, sale of room inventory and maximizing average room rate. Her initiatives saw the front office score register an 8.76 percent increase in both arrival and departure experience and housekeeping parameters improve by 6 percent, as per guest feedback. She initiated various guest engagement programmes, like bicycle and walking tour around Mumbai, guest of the week, availability of express mobile connection within two hours after document submission, a 4GB USB drive with a Taj of Apollo movie as guest souvenir, etc.For associates, she created a performance tracker for daily evaluation of mandatory functions like filing of C-form, introduction of room defect matrix to track defects in guest rooms and closure of the same, etc.