Globally experienced, forward-thinking hospitality professional with a highly comprehensive and progressive career path spanning 25 years, Rahul Puri, Cluster General Manager, The Westin Gurgaon, New Delhi & The Westin Sohna Resort and Spa, has demonstrated the ability to lead diverse teams of professionals to new levels of success in a variety of highly competitive luxury hospitality market and fast-paced environments.
What triggered your interest in the hospitality industry?
What drew me to hospitality probably had to do with the personal touch and the significant impact of making a difference through genuine connections. The dynamic nature of this industry, where no two days are the same, and how every interaction is a new opportunity to connect with people from diverse backgrounds, cultures and walks of life, has always intrigued me. It is fascinating how hospitality creates bespoke experiences that transform seemingly ordinary moments into extraordinary memories. The ever-evolving nature of the industry has kept me going through the years, and the day-to-day learnings and nuances of managing operations are undeniably stimulating.
Tell us a little about your career journey till now…
A significant portion of my career graph—over 16 memorable years—has been shaped by my experiences at Marriott International. In my initial years, I have also had the privilege of contributing to esteemed establishments such as Hyatt Hotels, Intercontinental Hotels Group and Taj Hotels.
From starting my career in the technical side of the hospitality business with respect to GDS strategy, e-commerce, and hotel distribution, my tenure at Marriott International has been marked by key above-property regional roles as a leader in revenue management. There have been various milestones dotted while shaping revenue strategies across multiple properties, driving profitability, and optimizing performance. I have held various roles on property, above property and in regional offices across various cities and different markets covering India, Australia, China, Hong Kong and Malaysia and have strategized numerous projects to drive topline in buoyant and downturn markets. It has definitely been a great experience having been part of the evolution and success story of the world’s largest travel company – from 13 hotels back then to 150 plus hotels in the country as of date.
One of the major milestones would be taking up my role as the Cluster General Manager for The Westin Gurgaon New Delhi and The Westin Sohna Resort & Spa. In this role, I have utilized my extensive background in driving operational efficiency, innovating guest services, and raising standards on the overall quality of guest experience. Leading two iconic properties has been both a challenge and a rewarding experience, allowing me to make an impact on the brand’s reputation and guest satisfaction.
How do your properties stand out from the competitors in the region?
I strongly believe that it is the people within, and not just chandeliers, the sprawling lobby, or the opulence of d̩cor, that constitute the true essence of a great hotel. I feel incredibly fortunate to be leading an exceptional team Рa group of passionate individuals full of energy coming together to craft heartfelt experiences for our esteemed guests. Our hallmark lies in delivering personalized, intuitive service, with the team meticulously tailoring every detail to match individual guest preferences.
From a product standpoint, one of the differentiators is certainly the location of our properties. Located at Number 1 MG Road, The Westin Gurgaon, New Delhi has the finest address in downtown Gurgaon, offering prime accessibility. Meanwhile, The Westin Sohna Resort and Spa, nestled amidst vast acres of lush greenery in the quiet countryside, offers a serene escape from the urban hustle. This strategic positioning allows us to cater to both business travelers seeking convenience and leisure guests looking for tranquility, setting us apart from competitors in the region.
The Westin Gurgaon, New Delhi also gets positioned as a premier culinary destination for gourmet dining in its own right. Sunset Story, the rooftop bar & lounge— the newest addition to The Westin Gurgaon’s culinary scene—strongly complements the hotel’s unique appeal through its very distinct concept and ambience. The hotel’s banquet facilities are strategically positioned offering a separate porch and lobby, designed to seamlessly accommodate all kinds of gatherings – corporate or social. Our new event space – The Foyer is another sophisticated and versatile venue for hosting a wide array of events. The hotel is a green oasis in the heart of the bustling city, with its floor-to-ceiling glass panels that flood the space with natural daylight, adding to the overall atmosphere of serenity and calm
What really differentiates The Westin Sohna Resort & Spa is that it is one of the very few properties in the region that has private one- and two-bedroom pool villas, offering guests a secluded retreat and taking their overall experience to another level of luxury and exclusivity.
Recognizing that pets are an integral part of the family, we offer special amenities such as Heavenly Pet beds, bowls, nutritious dedicated pet menus, and pet treats.
What are some of the challenges you face as a General Manager of a hotel, and how do you go about resolving them?
As clichéd as it may sound, I’ve always viewed every challenge as a learning curve, and an opportunity to excel and innovate. It can be demanding to ensure consistently high levels of service at both properties, against the varying expectations of different guest demographics. Achieving a balance between operational efficiency and providing a personalized guest experience while simultaneously focusing on both top-line revenue growth and bottom-line profitability is a continuous challenge. Leveraging technology to streamline operations while ensuring that it enhances, rather than detracts from, the guest experience is crucial. It’s equally important to be able to craft guest experiences where comfort and luxury blend seamlessly with sustainability and being eco-friendly.
Another pressing challenge pertains to attrition and the scarcity of skilled resources. Leading diverse teams across different locations requires clear open channels of communication, transparency and creating a supportive environment that keeps the team motivated is a continuous process. Understanding and addressing the unique traits and preferences of team members- that includes not just millennials but now the GenZ as well, I am always keen to foster a harmonious and productive work environment leveraging the strengths while meeting the diverse needs of both generations.
What are your strategies to ensure guests keep coming back?
There are no shortcuts to hospitality. Only genuine care and connection with the guests will keep them coming back. Actively engaging with guests, incorporating feedback, consistency, exceeding their expectations, empowering the team to provide exceptional personalized service and create a welcoming environment fosters loyalty and encourages repeat visits.
Through our Marriott Bonvoy loyalty program, a lot of perks and benefits that come our guests’ way include room upgrades, complimentary add-ons, and special member-only promotions.
Your advice to aspiring GMs?
The journey to becoming a General Manager—though an incredibly fulfilling one—is filled with unique challenges that add to your learnings. Focus on developing an all-rounder approach that allows you practical hands-on experience and a deep understanding of every aspect and vertical of hotel operations.
Prioritize building a cohesive team and nurturing a culture of excellence and bespoke service. Remember that the success of your property lies in the dedication and well-being of your team, and in the satisfaction of your guests. Be a people’s person through an inclusive leadership style whereby you lead by example. Even in today’s tech-driven world, the power of a genuine smile and heartfelt hospitality has no substitute.
And last but not the least – always be inquisitive. With the hospitality segment constantly evolving and new trends taking shape every day, it is important to continuously learn and be proactive toward adapting to new trends and technologies.
