What changes have you initiated at the hotel as the GM?
I joined as part of the pre-launch team and have been involved with every detail, right from the critical path of meeting pre-opening requirements to subsequent addition of facilities and services. My tasks covered aspects of standardising operations across departments and putting together the core management team. Though we are in our fourth year of operation, our goal is to reinvent continuously. We make sure that the property is always up to date and that we provide stateof- the-art technology. Being in an eco-sensitive zone, over the past few years, we have implemented the best environmental practices, without compromising comfort. There are systematic tools and checklists to manage environmental impacts.
Can you highlight some of the key challenges you faced and how you overcame them?
In an environment that is competitive and where technology is routinely updated, one is constantly facing challenges.Each day brings a choice, to do something new or not; I always do. Initially, the challenge was to increase our market presence and have an aggressive market penetration. We succeeded in that sphere and are now counted among the top hotels in Mahabaleshwar in terms of services, professionalism and high ranking. Currently, the key concern lies in recruitment of highly specialised and focused service staff. The endeavour is to deliver a high level of service standard while maintaining a less formal, less intrusive setting. Often this requires us to hire less experienced staff or freshers and train them to service, in a way that is uniquely conceptualised for our resort.
What is the best part of being a GM?
That I learn something new daily, as is the case at a hotel, where every day is different. I never know what turns the day might take, when I arrive at work in the morning. I love seeing staff go the extra mile for guests. That makes me happy! There are several special moments. We have several celebrities and VIPs as regulars. It is rewarding to see so many loyal, returning guests in a competitive industry like ours. It’s heartwarming to see guests, who could potentially find accommodation elsewhere, say, ‘We feel comfortable in your resort and we’re coming back.’
And what are the pitfalls?
We are in the people business, so communication with all stakeholders, associates, guests and owners is essential. Keeping so many in the loop daily can become tiring. Besides there is so much that I want to do, give or spend more time with the team, and balancing that can be difficult.
What is the one training that you impart to your team?
Behavioural and attitudinal training because it is one quality that makes all the difference.
Tell us about the most important guest you have ever hosted.. Each guest is treated as VIP and in a neutral way. I working in a resort where people come to relax and want to be unofficial. Therefore, my reaction to a celebrity arrival must stay neutral. I try not to draw attention to them or make them feel uncomfortable. It is my constant endeavour to make them feel completely at ease.
If not a hotelier, what would you have become?
An archaeologist, I guess, as I am deeply interested in human civilisations, culture and like exploring and reading such themes.
