GM of 2016 (Runner Up – Luxury to Upper Upscale) Michel Koopman, GM, The Leela Ambience Gurugram Hotel & Residences

Since joining The Leela Ambience Gurugram Hotel & Residences in 2013, Michel Koopman has focussed on initiatives to enhance guest experiences,including uplifting of services at The Royal Club Lounge, personalized check-in, etc. Multilingual teams speaking languages like French and Japanese were also appointed. Rooms were fitted with media hubs and smart TVs so guests could stream videos or complete their presentations. This inventiveness resulted in guest satisfaction scores that increased year-on-year from 62 percent in October 2015 to 85.92 percent in October 2016. Koopman also ensured that associates maintain a healthy work-life balance; employees spending over nine hours on a daily shift qualify for equivalent time-off on another day. A Leadership Development Program was created for employees at staff and supervisory levels, for 12 weeks and six weeks duration respectively.