A general manager is like the hero or villain of a film depending on the situation, believes Vijay Krishnan, the GM of Anya Hotel Gurgaon
Tell us about your journey in this industry
I have been associated with the hospitality industry for more than 19 years now with prior associations with brands like Starwood Hotels and Resorts, Hyatt Hotels and Resorts, The Park Hotels, The Oberoi Hotels and Resorts and American Express.
What are some of the important lessons you have learnt from your experiences?
I have learnt that excellent service is the most important thing. If the staff is courteous, gives the guests attention
and answers all their questions, it is a battle half won. The other half is won when we deliver great experiences consistently. It adds great value to the guest and higher revenue to the hotel.
What are some of the changes that you have initiated as the GM?
Anya hotel is still a new kid in the market. In the short time that I have been here, I am using my operational excellence and strategic marketing decisions to create the awareness and buzz for this property as well as drive the business to new heights.
What is the best part of being a general manager?
Being a GM is like being a hero in a movie. I am the go-to person for any type of query/clarification. Thus, I become the hero otherwise villain in some cases, but that is how this business works. I would say it is much like the entertainment business.
How do you keep the morale of the team running high? How do you motivate them?
I strongly believe that a leader is only as good as his team thus I ensure my team is satisfied and reaching its highest potential through regular communication and strong values as per the brand.
What are the challenges that you face as the GM?
Every day is a new challenge. It is all about keeping the employees, guests and stakeholders happy and engaged.
What are the revenue-enhancing strategies that you have adopted/introduced at the property?
I believe in a seamless functioning of all activities in the rooms division operations, food and beverage department
and sales and marketing functions of a hotel. Each department has to communicate and coordinate efficiently. My vast experience with various kinds of employee engagement activities has helped me to maximise employee productivity through multi-skilling, multi-tasking and flexible scheduling to meet the financial goals of the business as well as expectations
of our guests.
Share some of your guest experiences.
In The Oberoi Mumbai, during my tenure there, once a guest requested for a skeleton for his research work. My concierge arranged it within an hour. As hoteliers we do get odd requests, but it depends on the ability of our team to be able to fulfil them.
What has been the turning point in your career?
The role of director of marketing at The Hyatt Hotels and Resorts was a turning point in my career as it gave me an international exposure.
What is the most important thing for success in the hospitality industry?
The hospitality industry in India is a very close-knit family. You may not like someone but you will have to work with them. Thus mutual respect, transparency and open lines of communication are very crucial for success. What will drive you is your passion!
What are some of the positive changes in the industry in the last decade or so?
The advancement of technology and solution driven ideology has been revolutionary. We can see restaurants and hotels coming up with mobile applications now to provide better and experiential services to the guests. The most important change which will help hotels in the future are the market disruptors through aggregators, this will ultimately ensure better bottom
lines going forward.
What is the worst thing about being a hotelier?
There is nothing worst about being a hotelier. It is one of the most eloquent and highly respected industries in the world. India has made a mark on the global map with its rapid growth and in our country, it is the most important segment for both revenue generation and for employment. A lot of individual’s with Indian roots have made their mark in the hospitality industry worldwide
