Rubin Cherian is the General Manager of Novotel Hyderabad Convention Centre & Hyderabad International Convention Centre. A well-rounded hotelier with over two decades of experience in the hospitality industry, he is an exemplary leader with excellent management skills, who is proficient in leading multicultural teams. He is focused on enhancing the overall guest experience, bringing about stellar growth in revenues, and developing a talented and committed team to manage hotel operations in the ever-evolving business environment. At Accor, he has carved a niche for himself through his dedication and hard work. In the past, he has led different leadership portfolios, including General Manager at Novotel Hyderabad Airport, and significant positions at Novotel Mumbai Juhu Beach, Novotel Bengaluru Outer Ring Road, ibis Bengaluru Hosur Road, and Novotel Hyderabad Convention Centre.
A people’s person and an exemplary team player, he is also a technology enthusiast and is always in sync with the latest trends in the hospitality industry. Besides gadgets, he enjoys biking and is a passionate foodie who loves cooking for his family on weekends. Excerpts from our interview with him:
What triggered your interest in the hospitality industry?
The personal touch and the profound impact of human connection truly drew me to the hospitality industry. I’ve always believed in the power of meaningful interactions, and I saw hospitality as a perfect avenue to bring that belief to life. There’s something incredibly fulfilling about being able to create unforgettable experiences for people, to leave a lasting impression on their lives. My journey began in the front office department, where I quickly realized the pivotal role it plays in guest satisfaction. Through hard work and dedication, I’ve been fortunate enough to grow into the role of General Manager, where I can oversee every aspect of our hotel’s operations. Today, my passion for personal interaction remains as strong as ever, and I make it a point to try and engage with each guest to ensure they have a truly exceptional stay with us. After all, it’s the memories they take home with them that truly matter.
Tell us a little about your career journey till now, how you started, and some key milestones.
My career in hospitality has been an enriching journey spanning over two decades, characterised by a relentless pursuit of excellence and a passion for delivering exceptional guest experiences. It all began in 1996 when I embarked on my professional path as a management trainee at Mercure Guestline in Mumbai. From there, I navigated through various roles, including roles as Director of Rooms and General Manager, each presenting its own set of challenges and opportunities for growth.
One of the pivotal moments in my career came during my tenure at Novotel & ibis Bengaluru ORR. It was there that I truly found my stride and realized the profound impact I could have on shaping the hospitality landscape. The dynamic environment and the talented team around me fuelled my ambition and solidified my commitment to the industry.
As I transitioned into the role of General Manager at Novotel Hyderabad Convention Centre & Hyderabad International Convention Centre, I embraced the opportunity to lead with vision and purpose. This role has been particularly rewarding, as it allowed me to leverage my experience and expertise to drive significant growth and success for the hotel.
Throughout my journey, I’ve been fortunate to have the guidance of mentors and the unwavering support of dedicated teams. Together, we’ve celebrated milestones, overcome challenges, and continuously raised the bar for excellence in hospitality. Every experience has contributed to my professional growth and reinforced my belief in the transformative power of hospitality.
In essence, my career journey reflects a deep-seated passion for the industry, a commitment to continuous learning, and a relentless pursuit of excellence. I’m grateful for every opportunity that has shaped my path and I’m excited for the journey ahead.
How do your properties stand out from the competitors in the region? What are their USPs?
Our properties, the Hyderabad International Convention Centre (HICC) and Novotel Hyderabad Convention Centre, redefine event hosting and hospitality in the region with USPs that elevate the guest experience to unparalleled heights. HICC stands as a testament to architectural grandeur and versatility, boasting a sprawling 15-acre oasis adorned with lush greenery and awe-inspiring design. Its state-of-the-art infrastructure and cutting-edge technology ensure flawless execution of events, while sustainability remains at the forefront of its ethos, with eco-friendly practices integrated into every aspect of operations.
In seamless harmony with HICC, Novotel Hyderabad Convention Centre offers 287 rooms equipped with modern amenities, meeting spaces, fine dining options, and wellness facilities. Its integration with HICC provides attendees with unparalleled convenience, allowing them to seamlessly transition between events and accommodations. Moreover, Novotel’s commitment to guest satisfaction extends beyond mere accommodation, with its spa, fitness centre, jogging and cycling tracks offering a rejuvenating retreat amidst the bustling cityscape.
Together, these properties stand out through a combination of architectural magnificence, technological innovation, sustainability initiatives, and seamless integration. Whether hosting an intimate meeting or a grand-scale conference for over 6,000 delegates, HICC and Novotel cater to every need, ensuring a memorable and seamless experience for event organizers and attendees alike. With a dedication to excellence and a passion for hospitality, our properties remain premier destinations for events and accommodation in the region, setting a new standard for comfort, convenience, and sustainability.
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 of a hotel, I encounter a multitude of challenges on a daily basis, ranging from operational intricacies to financial management. One of the key challenges is maintaining a delicate balance between ensuring smooth day-to-day operations while simultaneously focusing on both top-line revenue growth and bottom-line profitability. This requires a keen attention to detail and a proactive approach to problem-solving.
Effective communication is paramount in overcoming these challenges. Transparency and motivation are fostered through clear and open channels of communication between management and associates. By ensuring that everyone is aligned with the overarching goals and strategies of the hotel, we can collectively work towards achieving success.
Furthermore, navigating through the peaks and troughs of business cycles poses its own set of challenges. Developing strategic plans with my teams to manage fluctuations in demand and revenue is essential. This involves optimizing resources, implementing targeted marketing initiatives, and fostering a culture of innovation to stay ahead in a competitive market.
Sustainability is another challenge that presents both obstacles and opportunities. Balancing the need for profitability with environmental and social responsibility requires creative solutions and a commitment to continuous improvement.
Ultimately, the key challenge lies in sustaining the momentum and achieving long-term success in a dynamic and competitive industry. By embracing challenges as opportunities for growth and innovation, we can continually strive to deliver exceptional hospitality experiences while driving business performance.
What are your strategies to ensure guests keep coming back?
Our primary strategy for guest retention centres on exceeding expectations through personalized service and attention to detail. We prioritize understanding guest needs and feedback to tailor experiences and maintain consistency across accommodations, dining, and service standards. Active engagement, feedback incorporation, and building genuine relationships enhance guest loyalty.
Additionally, we leverage the ALL (Accor Live Limitless) loyalty program to reward repeat guests with exclusive benefits, incentivizing future stays. Overall, our approach focuses on delivering exceptional experiences, consistency, engagement, and loyalty incentives to ensure guests continue to choose us for their future visits.
Your advice to aspiring GMs…
Dedication, not giving up easily, finding alternative solutions, consistency, and hard work with a blend of smart work will get you a long way! Gaining practical hands-on experience and embracing a guest-centric approach is the key for building a base towards this journey. There are no shortcuts here; the truer you are to yourself and your job, the better it will be for you. If you are passionate, this industry is for you. And, if you are instilled with the righteousness to make a change, you will indefinitely succeed.
Additionally, it’s extremely important to be a people’s person for, as Simon Sinek quotes, “Leaders are not responsible for the job. Leaders are responsible for the people who are responsible for the job.”
