Parag Shah, General Manager, Mercure Hyderabad KCP, is a versatile hospitality professional possessing over 19 years of experience in the industry.
Proficient at pre-opening projects in the luxury segment, he is also skilled in Food & Beverage, Front Office, Banquet Operations, Hospitality Management, and Performance Management. He possesses strong leadership skills, team building, exceptional standards of service and unique ability to conceptualize and execute projects. In an interview with Hotelier India, Parag shares his successful journey, management mantras and more…
What triggered your interest in the hospitality industry?
My interest in the hospitality industry was sparked by my innate passion for providing exceptional service and creating memorable experiences for guests. From a young age, I was drawn to the idea of making people feel welcome and ensuring their comfort away from home. This fascination with hospitality eventually led me to pursue a career in the industry, where I could blend my interpersonal skills with my desire to exceed customer expectations.
Tell us a little about your career journey till now, and please share some key milestones…
My journey in the hospitality industry began over two decades ago when I started in an entry-level position at a boutique hotel. Through dedication and hard work, I climbed the ranks, assuming roles of increasing responsibility in various departments. The key milestones in my career include completing advanced hospitality management programs, spearheading successful initiatives to enhance guest satisfaction and operational efficiency, and ultimately being entrusted with the role of General Manager at Mercure Hyderabad KCP.
How does Mercure Hyderabad KCP stand out from its competitors in the region? What is its USP?
Mercure Hyderabad KCP stands out in terms of personalized service, modern amenities, and a prime location in Hyderabad. The hotel features the renowned Cayenne restaurant, offering delectable cuisine in a picturesque setting. Guests can also indulge in rejuvenating treatments at the hotel’s spa. With a focus on tailored guest experiences, Mercure Hyderabad KCP ensures comfort and satisfaction for all visitors, making it a premier destination for both business and leisure travellers in the city.
What are some of the challenges you face as a General Manager of a hotel, and how do you go about resolving them?
As a General Manager, I encounter various challenges, from ensuring operational efficiency to maintaining high standards of guest satisfaction in a competitive market. I address these challenges by fostering a culture of open communication and collaboration among my team, empowering them to identify solutions and implement best practices. Additionally, I continuously seek feedback from guests and stakeholders to adapt and innovate in response to evolving needs and trends.
What are your strategies to ensure guests keep coming back?
Our strategies to cultivate guest loyalty revolve around providing personalized experiences, anticipating their needs, and exceeding their expectations at every touchpoint. We prioritize guest feedback and use it to continually refine and enhance our services and facilities. Additionally, we offer loyalty programs, exclusive offers, and special amenities to incentivize repeat visits and foster long-term relationships with our valued guests.
Your advice to aspiring GMs?
My advice to aspiring General Managers in the hospitality industry is to remain passionate about delivering exceptional service and never stop learning. Seek opportunities to gain hands-on experience in various departments to develop a holistic understanding of hotel operations. Cultivate strong leadership skills, prioritize team development, and always lead by example. Embrace challenges as opportunities for growth, stay adaptable in the face of change, and never lose sight of the importance of fostering genuine connections with guests and colleagues alike.
