1. First and foremost, congratulations on the one-year completion of Hyatt Place Vadodara, What GM learnings do you further wish to incorporate within the hotel?
On behalf of the entire team, I extend a huge thank you for your kind wishes. As the General Manager of Hyatt Place Vadodara, it has been a great year of learnings, some expected and some pleasant surprises. Firstly, I believe it is crucial to continue providing unique F&B experiences as they have been well received by our guests. Second, I discovered how meaningful gestures go a long way, allowing our guests to form an emotional bond with the hotel, thereby converting them from first-time visitors into loyalists. The third would be how critical it is for a customer-centric hotel to demonstrate empathy while interacting with guests at all times. We have been incorporating these learnings and will continue to do so with a deeper commitment in years to come.
2. You have had an incredible 17+ years of experience in the industry, specializing in Sales and Operations, What aspects of the hotel have you modified/changed when it comes to the Sales and Operations of Hyatt Place Vadodara?
Yes, it has been quite a fruitful journey for me through different markets, consumer trends and the evolving hospitality landscape. Throughout my experience, there was one thing that I observed, which grew stronger as I rose through the ranks – the only way to have a successfully operational hotel was to have faith in your functional heads by giving them sufficient authority and independence. My role as a General Manager is to provide adequate support where required and instill a sense of confidence in my colleagues.
Additionally, when sales and operations face situations that demand more from us, we supplement our efforts with the mantra of the 3Ps – perseverance, processes and promptness.
3. You have been with this beautiful property since the pre-opening period, with such an overwhelming response from your guests, how do you further wish to enhance the guest’s experiences in the coming years?
We are incredibly thrilled to have received such a wonderful response within a year of opening. While I can safely say that we have had a successful journey, it is now that we have to incur the real challenge of remaining consistent through our offerings and meeting the set expectations. In order to enhance our guest experience, our goal will always be to quickly adapt to customer preferences. For instance, I believe that offerings such as staycations and specially curated services will continue to be an area of interest. This along with our signature Hyatt hospitality is how I foresee elevating our guest experience steadily.
4. Since you are not located in the core of the city, what are the advantages/disadvantages of the same?
Vadodara, a fast-developing Tier-II city, brings with it many advantages. One of the major ones is how seldom we experience heavy traffic jams that hinder our commute. At any given point in the day, getting from one place to another does not take up a lot of time and makes your daily commute a convenient one. Although we are not located in the heart of the city, reduced travel time along with the fact that we are the only hotel in the city which is a part of a mixed-use complex (with a shopping mall and multiplex), certainly works to our advantage. Additionally, we do not have to worry about footfall as we are located in one of the most premium neighbourhoods of the city.
5. Can you describe the cultural influence of the city on the architecture/ Interiors of the hotel?
Vadodara has been the pinnacle of art and culture in Gujarat and has produced many talented artists. We were very keen on showcasing this aspect while building the hotel by blending local with global. Therefore, many pieces of artwork that adorn the hotel walls today have been exclusively commissioned by us. While there are a few, the first one for instance is Alok Bal’s ‘Monuments of Vadodara’, a painting behind our reception offering a warm welcome experience by showcasing the renowned architectural landmarks of the city and how it transformed over time. Another example would be that of Beyond Time, an impression of archaeological findings such as shells, fossils of dragonflies which were found over 300 million years ago and the usage of Indigo plant pigment. These represent the lineage of Hyatt’s signature hospitality and the influence it will have on the city of Vadodara in the years to come.
6. What leadership qualities do each one of your team members bring into the hotel?
To my good fortune, some of the department heads and I had crossed roads in our respective careers at Hyatt and had already established a good working relationship. However, when put together collectively, I understood that each of us brings something unique to the table pertaining to our areas of expertise and beyond. The best part about this team is that we are not stuck in our own siloes. We believe in teamwork and mutual respect, which form an integral part of our work ethic. In my opinion, these leadership traits are rare to find and have empowered us to translate our vision into achievable goals.
7. You mentioned the hotel Ballroom being the focal point of MICE, do you plan to expand the same segment? (International chef collaborations, additional conference rooms etc).
At present, we have the largest pillarless ballroom in the city with a clear height of 21 feet. This along with an adjoining pre-function area of similar scale have definitely been the preferred choice for hosting MICE related events. With the pandemic promoting meetings and events of smaller groups, we also wanted to offer the flexibility of hosting smaller events through two meeting rooms and a 12-seater boardroom along with the city’s only infinity pool. Owing to this, we have successfully catered to the burgeoning demand for corporate events in the city. For now, our mission with regards to expansion is to continue capturing more market share for MICE while our vision is to up the ante with specialty F&B offerings, increased standards of service and curation of unique event experiences.
8. If you had to describe your relationship with the hotel in a few words, what would it be?
It’s very surreal when you walk into the premises of the hotel for the first time and see nothing but a cemented structure. You try to imagine what it will look like when it’s done and watch eagerly day by day as each component falls into place.
Being the very first employee, I had the privilege to see Hyatt Place Vadodara grow from bricks and concrete to a fully operational, buzzing and successful hotel. To me, it is a young baby who is hitting all its milestones at the right time and growing into something bigger than I imagined.
9. Team Hotelier India wishes you a prosperous and fulfilling journey ahead with the hotel. Where do you see yourself taking the same by your 5th anniversary?
Thank you for your encouraging words and wishes. My vision for this hotel’s fifth anniversary would be to establish a much deeper bond with our guests, aligning with the novel experiences that we aim to offer. While welcoming newer guests will always be a priority, converting them into Hyatt advocates and sustaining this relationship would be something I’d definitely like to see in the future. In addition to this, we will also strive for Hyatt Place Vadodara to become synonymous with ‘a place that you could never go wrong with’ for the people of Vadodara.
