What are the specific changes that you have implemented at the hotel since you took over as the GM?
I have executed few modifications at the Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet Marriott Executive Apartments. My team and I have revamped the guest engagement programmes for our Marriott Executive Apartment (MEA) residents. I feel it’s important for our residents to feel at home and, thus, we made an effort to create a community for those who stay with us at the executive apartments by hosting cocktail nights with an aim to bring the guests together. Renaissance has always emphasised on life, safety and security of our guests as well as employees of the hotel. We are now focusing on training and educating our employees about the importance and 360-degree approach in our industry.
What are your revenue-enhancing strategies with the hotel?
Considering the structure of revenue, a composite team of Marriott takes care of revenue of all five properties in Mumbai – Renaissance Mumbai Convention Centre Hotel, JW Marriott Mumbai, JW Marriott Mumbai Sahar, Courtyard by Marriott International Airport and Lakeside Chalet Marriott Executive Apartments, which automatically results in the maximization for each property.While JW Marriott as a brand is all about offering luxury, Renaissance is all about everything lifestyle. Similarly the Courtyard by Marriott caters to the corporate segment and business travellers. However, even after having such diverse offerings, we always strive to maximize exposure for all brands through all brands.
At a hotel level, we have a clear approach towards analysing business – segment-wise. We do periodic reviews to ensure that our goals and targets are met, we do forecasting meeting to understand the industry scenario and come up with new business strategies. The most interesting thing about Marriott is that we meet with the Mumbai Marriott cluster team and, thereby, discuss and cross-sell opportunities between each property.
What is the best part of being a GM?
The best part about working with Marriott group is the opportunity we get to develop ourselves. I have had the privilege to travel to different countries and work in diverse markets. Prior to this I was the GM of the luxurious Amsterdam Marriott Hotel, Netherlands. I have also serviced various Marriott properties like Courtyard by Marriott Braunschweig, Stuttgart Marriott Hotel Sindelfingen in Germany, Istanbul Marriott Hotel Asia in Turkey, in the past.
It is a big honour to be a general manager and I feel great to be a part of Renaissance Mumbai Convention Centre Hotel & Lakeside Chalet Marriott Executive Apartments. The best part about being a GM is that you can be around associates and guests, understand their expectations from us and also make new connections.
And what are the pitfalls?
The only pitfall is that it is a 24/7 activity and everything cannot always be planned.
What, according to you, has been the turning point in your career?
I started my career with the Marriott group but went back to our family enterprise. However, I then realised that I belong to hospitality and came back to the Marriott family with the opening of the Ritz-Carlton, Berlin and Berlin Marriott Hotel in 2003. Since then I have been a part of the Marriott group. It has been 12 years and what a journey it has been.
What is the one training that you impart to your team?
At Renaissance Mumbai, we are extremely proud to be the training ground for many of our associates in the Marriott group who later get absorbed by new Marriott brands. I have been involved in training programmes designed for all associates at Renaissance Mumbai since 2014. I provide training on ‘Living our Core Values’. This training talks about the Marriott culture. I began my career with this hotel group and, hence, Marriott’s culture and its values run in my blood. This training talks about the how Marriott as a company has grown and how growth is important to our associates.
What is the best way for a hotelier to unwind?
The best way to unwind is to travel with family.
If not a hotelier, what would you be?
I was not a hotelier for a while, but I became one again. I am extremely happy to be a hotelier.
