With a career spanning over two decades in hospitality, Kadambari Sabharwal Talwar has carved a remarkable path in the hospitality industry through her innate ability to ensure smooth hotel operations, craft ingenious sales and marketing strategies, and foster lasting connections with both customers and other members of the hotel industry.
As General Manager at Courtyard by Marriott Bengaluru Hebbal, Kadambari spearheads the hotel’s endeavours to fortify its brand presence in the city. In a candid interview with Hotelier India, the lady shares her hospitality journey so far, her management mantras and her vision for her brand.
What triggered your interest in the hospitality industry? Where did it all begin?
Coming from an Armed Forces background, we moved places every two-three years. When my father was posted in Mangalore, we got acquainted with friends who were from the hospitality industry. The glamour, experiences and exposure that I saw attracted me instantly to this field. I also wanted to do something different and hospitality provided a great background for personal and professional growth.
This initial exposure fuelled my desire to pursue a career in hospitality, as I sought a field that not only aligned with my interests but also promised continuous learning and the opportunity to make a positive impact on people’s experiences. This fascination became the catalyst for my journey into the vibrant world of hospitality.
What makes your hotel stand apart from its competition in the region?
Courtyard by Marriott Hebbal has earned acclaim for its exceptional hospitality and culinary offerings, securing a position among the Top 10 hotels in Bangalore. Beyond the accolades, what truly distinguishes us is the unwavering dedication of our associates. Their loyalty mind-set and commitment to service excellence sets us apart in the competitive landscape, consistently placing us ahead of other hotels. Additionally, our culinary creations have garnered widespread appreciation among corporate patrons and hotel guests alike. Notably, our establishment boasts Nazaara, one of Bangalore’s premier rooftop bars, further enhancing the overall experience for our discerning clientele.
What are the main challenges one faces in hotel management? How do you go about resolving any customer dissatisfaction issues?
The primary hurdle faced today revolves around the retention of skilled and committed associates in the hospitality sector, a challenge that is poised to intensify with the industry’s growth in India.
Addressing the issue of customer dissatisfaction, it’s crucial to acknowledge that today’s clientele is discerning and well-travelled, presenting evolved expectations. At our hotel, we approach customer feedback as an opportunity for open and constructive dialogue. My team and I view it as a means to enhance our services, striving for a flawless guest experience. Our goal is to transform dissatisfied guests into loyal patrons for future stays, actively working towards innovative solutions to ensure a zero-defect sojourn for every guest.
Could you share with us some guest-driven strategies to ensure repeat visits?
We adhere to a comprehensive hotel loyalty mind-set that revolves around the entire guest experience. Our strategy for cultivating repeat business centres on the principles of personalization and delivering exceptional experiences.
What is your vision for the future of the hotel?
The hotel has consistently held a prominent position as a market leader within the mid-scale segment in North Bengaluru. Looking forward, my vision is to extend this leadership to become the foremost player within the segment in the entire Bengaluru region within the next 24 months.
