Sita Lekshmi is General Manager of Aloft Bengaluru Outer Ring Road, one of the sassiest hotels of Marriott International on Outer Ring Road. An enthusiastic hotelier, in her new role, she will lead complete operations. With her skills and 15+ years of experience, she aims to build Aloft Bengaluru Outer Ring Road as a preferred destination for social gatherings and Gen-Y travellers.
What triggered your interest in the hospitality industry?
My interest in the hospitality industry was sparked by a combination of personal experiences and a deep-rooted passion for creating memorable moments for others. This led me to pursue a formal education in hospitality management, where I learned the intricacies of the industry and honed my skills in guest relations, operations, and leadership.
My time at the hospitality management school IHM, Kovalam, was a transformative period that shaped the trajectory of my career and instilled in me the values and principles that guide me every day. What truly excites me about the hospitality industry is its dynamic nature and the endless opportunities it offers to innovate and improve the guest experience.
Tell us a little about your career journey until now. What were some key milestones?
I began my journey with a foundational education in hospitality management from the Oberoi Centre of Learning and Development, which provided me with a strong grounding in the principles of hotel operations and management.
Starting my career in the front office, I transitioned to the Food & Beverage (F&B) department, followed by Sales and Marketing, the Rooms Division, overseeing housekeeping, maintenance, and Front Office Operations. This was pivotal in expanding my understanding of hotel operations from a holistic perspective.
One of the key milestones in my career was the design and construction of Echo Lounge Bar, a project that I led from inception to its successful launch. It allowed me to integrate my knowledge of operations with my project management skills.
I have been actively involved in promoting diversity and inclusion within the workplace. I am also proud to be associated with the Women’s Indian Chamber of Commerce and Industry (Karnataka Chapter), where I advocate for gender equality and support initiatives to empower women in hospitality.
Another milestone that I am particularly proud of is our new staff gym and recreation area. This space is not just about physical fitness; it’s about providing a place where our associates can unwind, de-stress, and bond. Other milestones, such as the fantastic associate-friendly culture we have built, our revamped overtime policies, and GM’s Take Care Award, are stepping stones on our journey towards becoming the best hotel, not only for our guests but also for our associates.
How does your property stand out from the competitors in the region?
Our property distinguishes itself through a combination of vibrant and chic design, a welcoming pet-friendly policy, a digitally progressive approach, and standout features like Echo Lounge Bar. These elements, along with our newly refurbished interiors, attract guests seeking a contemporary, comfortable, and memorable stay. Our focus on delivering exceptional service and innovative experiences ensures that we remain a top choice in the region. Our design philosophy blends contemporary aesthetics with comfortable elegance.
Understanding that pets are an important part of our guests’ families, we provide special touches such as pet beds, bowls, and a dedicated pet menu, making us the preferred choice for travellers who don’t want to leave their pets behind.
We offer a seamless, tech-enhanced experience, from mobile check-ins and digital room keys to high-speed internet access throughout the property.
What are some of the challenges you face as the general manager of a hotel, and how do you go about resolving them?
As general manager, I encounter several challenges that require strategic thinking and proactive solutions. Among these, attrition, increasing the female employment ratio, and driving profitability are particularly significant.
Attrition is a common challenge in the hospitality industry due to its demanding nature and high turnover rates. I focus on creating a supportive work environment that encourages employee retention.
Diversity and inclusion are critical to a well-rounded and innovative workforce. To increase the female employment ratio, we have established mentorship programmes and regularly review and update our policies to ensure they support gender equality.
Ensuring the financial success of the hotel while maintaining high standards of service is a constant challenge. Utilising advanced revenue management systems to analyse market trends and adjust pricing strategies accordingly helps maximise occupancy and revenue per available room. Dynamic pricing and targeted promotions are also essential tools.
By focusing on employee satisfaction, fostering diversity, and optimising our operations, I aim to ensure the continued success and growth of our hotel.
What are your strategies to ensure guests keep coming back?
We focus on two key strategies: Actively engaging with guests and empowering our associates to provide exceptional service. These strategies create memorable experiences that foster guest loyalty and encourage repeat visits.
By maintaining detailed guest profiles, we can personalise their experiences, such as remembering their favourite room type or special dietary requirements.
Maintaining open lines of communication with our guests helps us address any issues promptly and shows our commitment to their comfort and satisfaction.
Marriott Bonvoy is our robust loyalty programme, which rewards our repeat guests with exclusive benefits such as room upgrades, complimentary services, and special offers.
We provide extensive training programmes that equip our associates with the skills and knowledge to deliver exceptional service. We empower them to make decisions that enhance guest satisfaction without always needing to seek managerial approval.
Your advice to aspiring GMs?
The journey to becoming a general manager is a commendable one and is filled with challenges and learning experiences. You will face difficult decisions, long hours, and sometimes setbacks. Embrace the challenges with determination, be kind to yourself throughout the journey, and prioritise your physical and mental health. By doing so, you will not only achieve your professional goals but also enjoy a rewarding and sustainable life overall.
