He started his career as an operations’ trainee and worked with organizations such as Sarovar Park, ITC, Shangri-La and Marriott before leaving India for higher education to New Zealand in 2005. In the one-and-a-half year since joining DoubleTree by Hilton Agra, as its General Manager, Shyam Kumar orchestrated a series of incredible achievements for the hotel, and stands as an exemplary leader who has demonstrated a remarkable ability to instigate positive change and foster innovation both within the hotel and the Agra community.
In an exclusive interview, the passionate hotelier talks about the USP of his brand, his management style and more…
What triggered your interest in the hospitality industry? Where did it all begin?
I was a devoted science student with a profound aspiration to forge a path in engineering. This vocational calling was, in fact, ignited by my grandfather, who not only kindled my interest but also shared his perspicacious insights into the forthcoming transformation of hospitality in India.
Embarking on this journey, I commenced my professional voyage in 1999 as an operations’ trainee within the Sarovar Group. Subsequently, I had the privilege of contributing to esteemed establishments such as ITC Hotels and Marriott. I am particularly elated to recall my tenure at the Lotus Café in JW Marriott, a bustling all-day dining heaven that once graced Mumbai.
In the year 2005, I took a momentous step by departing for New Zealand to pursue an Advanced Diploma in Hotel Management. This leap of faith represented my commitment to augmenting my skills and knowledge on a global platform.
So, what makes DoubleTree by Hilton Agra stand apart from its competition?
I firmly uphold the belief that the true essence of exceptional hotels emanates not from opulent chandeliers, but from the people within. In this regard, I consider myself truly blessed to lead a remarkable team — a cadre of individuals whose vigor, youthfulness, and unwavering enthusiasm coalesce to deliver unparalleled service to our esteemed guests.
As an integral part of the expansive Hilton family, comprising over 6,000 hotels spanning the globe, DoubleTree holds a distinct position among our full-service brands, epitomizing the ethos of care and warmth. Our signature arrival experience, underscored by the world-renowned DoubleTree cookies, along with our evocative evening candle lighting ceremony, stand as hallmark features that resonate with our guests on a profound level.
Nestled within our establishment are 104 exquisitely appointed rooms, complemented by a sprawling 50,000 sq ft of banqueting space, an indulgent spa, an inviting pool, a dedicated kids’ area, a lavish wedding lounge, a vibrant bar, and two exceptional restaurants. This amalgamation renders our hotel a perfect haven for leisure seekers, weddings, as well as corporate gatherings (MICE). Notably, we take pride in being the solitary establishment within the city boasting a magnificent 10,000 square feet Grand Ballroom, seamlessly extending into a verdant 30,000 square feet lawn—an extraordinary space for unparalleled events.
Can you take us through some key design elements of the property that appeal to today’s traveller?
The hotel boasts a meticulously crafted design that seamlessly caters to the diverse needs of every traveller, ensuring their purpose is met with exceptional satisfaction. Upon entering, guests are greeted by a grand lobby spanning an impressive 9,000 square feet. This splendid space envelops them in an ambience of tranquillity, accentuated by the gentle embrace of natural light. The lobby extends gracefully into an open courtyard, featuring a serene water body that serves as an ideal oasis for relaxation, whether it’s savoring a cup of tea or relishing a glass of wine.
This inviting haven has become a cherished retreat for our guests, who find solace in spending hours engrossed in reading, engaging in leisurely conversations, or delighting in the captivating puppet show that graces our evenings. Our visionary owner, Vikram Puri, at the helm of Archer Hospitality, meticulously considered every guest’s need in the creation of this haven.
Ascending to the first floor, guests are welcomed into a dedicated sanctuary of wellness and fitness, alongside a thoughtfully designed kids’ play area. Our infinity pool and in-house spa, thoughtfully integrated into the hotel’s offerings, are cherished amenities frequently embraced by our guests seeking rejuvenation.
The hotel’s banquet facilities are strategically positioned, boasting a separate porch and lobby, meticulously designed to accommodate seamless customization for larger gatherings, be it corporate meetings or weddings. Our well-appointed 104 rooms are strategically positioned to offer captivating views of the pool or the verdant lawns. The corridors on each floor are adorned with ceiling-to-floor glass panels, allowing the caress of natural daylight to illuminate these passageways, enhancing the overall sense of serenity.
Our culinary offerings, North 27 and Kebab-e-Que, are seamlessly integrated with outdoor spaces, allowing our esteemed guests to bask in relaxation while savoring delectable delights.
What are the main challenges one faces in hotel management? How do you go about resolving any customer dissatisfaction issues?
A pressing challenge confronting the hospitality industry today pertains to attrition and the scarcity of skilled team members. Within the Hilton framework, we hold a deep-rooted belief that our workforce is akin to a family, each member contributing indispensably to disseminating the radiant and embracing spirit of hospitality. A recent testament to this ethos is the recognition of our team member, Upendra, who serves as the IT Manager. Upendra was honored with the Hilton CEO Light and Warmth Award – a first for India. This commendable achievement reverberated across the nation, uplifting the morale of team members far and wide.
Taking a holistic approach to guest experiences, we proactively engage with guest reviews across internal and external platforms, ensuring prompt responses. Our adept team of champions is dedicated to monitoring guest stays and experiences, with each department having designated Ambassadors responsible for proactive outreach to ensure guest satisfaction. Central to our approach is the principle of empowerment, coupled with comprehensive education on its effective utilization. The hotel boasts well-defined empowerment guidelines that equip team members to assist guests in overcoming any challenges. Our efforts in this arena are exemplified by our leading review index scores, underscoring our unwavering commitment to responsiveness across every platform.
Could you share with us some guest-driven strategies to ensure repeat visits?
Within the realm of DoubleTree by Hilton, we hold a steadfast commitment to transform each guest interaction into a cherished opportunity for cultivating loyalty. The Hilton Honors loyalty program stands as a testament to this endeavor, solidifying its reputation as a formidable force. This program serves as a conduit through which we continuously give back to our esteemed guests, presenting them with a wealth of bonus points and exclusive dining rewards. With an impressive membership base exceeding 140 million Honors members, we are driven to amplify culinary experiences and fortify guest loyalty, an integral facet of our unwavering dedication.
We embark on a personalized journey to enhance each guest’s stay, extending thoughtful amenities and bespoke décor to celebrate momentous occasions such as anniversaries and birthdays. Furthermore, we curate an array of engaging activities at our Food Store, a captivating lobby café that lends a unique dimension to the guest experience during their stay. This endeavor encapsulates our overarching goal: To create a stay that is not just memorable, but deeply meaningful.
What is your vision for the future of the hotel?
The past year-and-a-half has been a truly remarkable journey, filled with moments of immense growth and progress. Our overarching vision is to establish DoubleTree by Hilton as the foremost premium wedding destination within the city. A pinnacle event on our horizon is the showcasing of Hilton Wedding Diaries, a grand testament to the hotel’s ability to host larger-than-life occasions that will undoubtedly captivate our guests’ hearts.
In the realm of dining, our pursuit is to elevate the culinary experiences within the hotel to an unprecedented level, one that resonates equally with local connoisseurs and international travelers. Capitalizing on the hotel’s inherent spatial advantages, our new Ballroom has already catalyzed a remarkable 20% growth, setting a promising trajectory for the times ahead.
Central to our mission is the delivery of experiences that transcend the ordinary, resonating on a profound level with all our guests. This commitment extends to our responsibility towards sustainability, as we strive to deliver exceptional experiences in ways that are not only memorable but also environmentally conscientious. This ethos underscores our determination to embrace excellence in every facet, embodying a harmonious blend of luxury, innovation, and responsible stewardship.
