Amit Kumar, general manager of Hilton Chennai believes that an open door policy helps in quick mitigation of issues
Give us a short background of your journey in this industry.
I entered this industry around 18 years ago, as a mini bar attendant. My initial interactions with guests gave me the confidence that I could indeed create ‘WOW’ moments for them! I later had the privilege of working with some of the leading hospitality companies, including Hilton Worldwide, Taj Hotels Resorts and Palaces, The Leela Group and Starwood Hotels & Resorts before joining Hilton Chennai in 2014.
What are some important lessons that you learnt from your experiences?
I believe that one should not be afraid of change, should welcome genuine feedback and that an open door policy helps. Acknowledge and celebrate good work; you will be surprised by the results that a motivated team can deliver.
What changes did you initiate after taking charge as the GM?
I took charge as acting general manager in June 2015 and general manager in September 2015. My emphasis has been on keeping our team members trained, inspired and motivated. With the support of proficient department heads, we developed strategies to help the hotel exceed revenue goals and attain market share with high profit margins. For instance, in F&B, our priority was to devise unique concepts to meet customer needs and to constantly delight them.
What is the best part of being a general manager?
It is the opportunity to meet people from various walks of life and lead dynamic teams. I relish the dynamism that the role brings. Enthusiastic interactions with guests, team members and various other stakeholders urge me to perform better.
How do you keep the morale of your team running high, especially during high-pressure moments?
Applauding personal contributions is as important as recognising team effort. We acknowledge individual efforts through various programmes such as Bright ‘Blue Hilton Stars’, an initiative that recognises performance by awarding certificates.
Cross-sectional training is imparted through initiatives like Master Class, an informal learning and knowledge sharing platform. Talent is nurtured and future leaders are developed through a range of management development programmes. Additionally, all team members with Hilton Worldwide have access to the online Hilton Worldwide University that offers more than 2,500 courses.
How do you keep reinventing yourself in your current profile?
With the accelerated competition and brisk growth in the hospitality industry it is vital to consistently keep innovating. Moreover, it is imperative to ensure that a sense of complacency does not set in when the hotel is thriving. Success is in sustenance.
What revenue-enhancing strategies have you adopted at the property?
We operate in a price-sensitive market and in order to keep up our revenue and profitability high, we need to evaluate our pricing strategy time to time to optimise RevPAR. We focus on untapped and unattended market potential to drive incremental top line. We focus on staying committed to delivering exceptional guest experiences and extending our brand’s global industry-leading best practices to our guests in the country; our endeavour is to win our guest’s loyalty.
What are some positive changes that you have witnessed in the industry in the recent years?
The influx of international hospitality brands into the domestic market has been a welcome change. With the entry of these companies, India has been exposed to newer concepts and new work cultures. The sky-rocketing growth in digitisation and its acceptance within the hotelier fraternity is a striking change as well. The internet has brought the customer closer to you with easy access to room bookings, restaurant table bookings and opportunity to review in real time. Hilton Worldwide is currently running the biggest campaign in the company’s history and a large part of the activation is online. Furthermore, the guest has evolved and is becoming more experimental in her/his tastes and preferences.
What are some of your memorable experiences as GM of Hilton Chennai?
An experience, which I think will stay with all of us at Hilton Chennai for long, is the floods in December 2015. Those days were challenging when we had to keep the hotel operational. We had to ensure the safety and comfort of guests staying with us, as well as those stranded in offices nearby along with our 400-odd team members.
