1. You have had a remarkable 22 years of experience in the hospitality industry, which segment of the hospitality industry (F&B, Front office, housekeeping etc..) did you enjoy working the most?
F&B is undoubtedly at the top of my list! Given the dynamic culture of the job itself, I found this department to be one of the most engaging ones that was free of any monotony among all others I’ve worked in. It was guest facing, and every day brought fresh experiences and challenges, which only added to the excitement.
2. What is that one hospitality philosophy/quote you swear by?
I believe that it is critical to be proactive rather than being reactive when it comes to running a seamless operation in an ever-changing industry like ours. Whilst a proactive strategy will set you on a path to greater success, a reactive one will set you up for a path of greater frustration and negativity.
3. Since Goa is a leisure destination property, what special care did the hotel take to stand out from the rest?
It was critical for us as a ‘Westin’, to position ourselves strategically in this market as the brand is often known for its ‘wellness and business-related attributes’. In a leisure heavy market like Goa and a vibrant location like Anjuna, we made sure from the moment we launched that we positioned ourselves as a fun, dynamic, vibrant, and luxurious hotel using social media and non-typical hotel marketing strategies to attract the younger travelers.
4. What are the GM learnings you bring into this hotel?
My biggest learning till date is that ‘your team is your strength’. Whilst all general managers work closely with all departments, the key to running a tight ship is understanding the difference between listening to hear, as opposed to listening to respond. Giving your undivided attention speaks loudly; it’s the non-verbal behavior that makes all the difference.
5. Can you give us a brief of some unique experiences experienced by the guests?
As mentioned previously, we’ve worked hard to create an identity of our own here in Goa. We don’t do things the ‘typical’ way and so whilst planning our ‘on-property entertainment’, we made sure to curate experiences that highlight our property, culture, and offer experiences that guests aren’t often used to. These range from fun salsa or movie nights- under the stars to mini flea markets and a supremely elaborate Sunday brunch that spans across the property. We’ve also created a unique position of a ‘Holiday Host’ who curates unique experiences for guests seeking to do something different around the city.
6. What were the two important factors that were conveyed to your team by you during the covid phase?
We launched this property in the midst of the pandemic so there were a lot more than two critical factors that were communicated to the team; however, the health of our team, mental and physical both was the core area of concentration for us as leaders. I repeatedly urged the team to take care of themselves first and strictly follow the ‘commitment to clean’ to keep the associates and guests safe during such a trying period.
7. Are there any two things which you would like to change/modify in the hospitality industry?
I think one of the most critical things all leaders in the hospitality industry should do is ‘walk the talk’. You’re an inspiration to many, more than you’d imagine, so make sure you set a good example. Additionally, whilst hiring – look beyond the hospitality industry, all around you is talent that’s waiting for great opportunities and to be nurtured.
8. Where do you see yourself taking the hotel in the next 2-5 years?
The hotel is on the map and has received great feedback, but I want to make this hotel to be an address in itself. ‘The Westin Goa’ is a property of great potential, walk through the doors and the hospitality that awaits you is unparalleled. It sells itself really, and the credit of that goes to the impeccable team that runs the show here.
9. If you had to describe your relationship with the hotel in 3-5 words, what would it be?
This is my BABY!
