General Manager, Conrad Bengaluru, Digvijay Singh’s journey showcases a demonstrated history of leadership across the spectrum of luxury, leisure, and business hotels, in India and abroad. Excerpts from our interview…
What triggered your interest in the hospitality industry?
My fascination with the hospitality industry began when I was in my final year at The Air Force School. A neighbour, who was then the F&B Manager at the iconic Taj Mansingh in New Delhi, sparked my interest. He offered me a behind-the-scenes tour of the property, unveiling a captivating world.
That experience ignited a fire within me, and my passion for hospitality has only grown stronger. I’ve been fortunate to turn that passion into a fulfilling career, culminating in my own appointment as General Manager of Taj Mansingh back then – a testament to the industry’s potential for growth and excellence.
Tell us a little about your career journey till now… how did you start and some key milestones?
I’ve spent over three decades in the hospitality industry, progressing from culinary roles to management and leadership. I have had the privilege to be at the helm of some of the most iconic properties within the Taj Group including the Taj Lake Palace and Taj London portfolio.
In my role at Conrad Bengaluru, I am driven by a deep-seated mission to build an inspired community and enhance our position in the realms of business and luxury hospitality. While the approach and DNA of both brands are distinct, they have shaped me into an astute leader in the hospitality industry.
How does your property stand out from the competitors in the region? What is its USP?
Conrad Bengaluru stands out through its unique blend of luxury, location, and personalized service. Our stunning views of Ulsoor Lake offer a serene oasis in the heart of the city, setting us apart from other hotels.
Our key differentiators include a prime location, conveniently situated near major business hubs, shopping districts, and cultural attractions. Our contemporary luxury amenities and sophisticated dining options provide an elevated experience for our guests. However, what truly makes us exceptional is our focus on tailored experiences to create unforgettable moments for each guest.
We aim to highlight the city’s vibrant culture through local collaborations and events, luxury pop-ups, immersive culinary experiences and bespoke luxury events.
What are some of the challenges you face as a General Manager of a hotel, and how do you go about resolving them?
As is the case with every strategic role, there are operational trials that need to be addressed at regular intervals. As the brand custodian, I oversee market challenges to competition mapping, seamless day-to-day operations, and talent management, among other things. The role requires me to multi-task and stay agile to address every situation with a solution-oriented approach and empathy towards my team.
Your strategies to ensure guests keep coming back?
At Conrad Bengaluru, our goal is to create a loyal community of guests who feel valued, appreciated, and eager to return. To achieve this, we focus on crafting unforgettable experiences through personalization. Our team tailors every interaction to each guest’s preferences, from customized room amenities to personalized dining experiences.
Exceptional service – We strive for intuitive, warm, and efficient service, exceeding expectations at every touchpoint. Our staff is empowered to anticipate and meet guests’ needs, ensuring a seamless and enjoyable stay.
Unique experience – We curate unique experiences that showcase Bengaluru’s vibrant culture. These memorable moments foster connections between our guests and the city, making their stay even more special.
Innovation – Investing in innovative amenities, such as smart rooms and wellness programs, keeps us ahead of trends and ensures our guests enjoy the best possible experience. Ultimately, our staff’s growth and well-being are vital to delivering exceptional service, so we prioritize their empowerment and development.
Recognizing and rewarding loyalty is crucial. Our Hilton Honors program provides repeat guests with exclusive benefits, special offers, and personalized recognition. We also actively solicit and act on guest feedback to refine our services and ensure we’re meeting evolving needs.
Your advice to aspiring GMs?
Aspiring general managers embarking on this journey need to be fueled by a pursuit of excellence, dedication, resilience, and a passion for all things hospitality. To begin with, develop a strong foundation by mastering the fundamentals of hospitality. Get a working knowledge of operational roles to understand every department’s intricacy and make informed decisions.
Fostering meaningful relationships is crucial. From internal teams to stakeholders as well as media and key opinion leaders, it is imperative to build a strong network in the hospitality community.
It is important to have a pulse on trends, best practices, and innovative technologies. Being present at industry events, conferences, and workshops is a great way to expand your horizon and build a lasting network.
Effective leadership is essential for success. Lead by example, embodying integrity, empathy, and inclusivity. When challenges arise, view them as opportunities for growth.
Strike a balance between strategy and compassion in decision-making. Successful general managers combine business acumen with emotional intelligence. Stay adaptable and be ready to pivot as circumstances change.
Remain true to your values and vision. Seek mentorship from seasoned GMs and, in turn, mentor others to foster growth.
Becoming a successful general manager requires patience, perseverance, and a commitment to continuous learning. Stay focused, humble, and always strive for excellence.
