Specialising in luxury hospitality, Abhishek Sadhoo, General Manager of Shangri-La Eros New Delhi, has been successful in spearheading the hotel’s operations and enabling it to reach new heights.
Sadhoo completed his education at IHM Business School and went on to pursue a career in hotel management after graduating from the Institute of Hotel Management.
Having served as the Resident Manager and the Director of Operations at Shangri-La Eros New Delhi previously, Sadhoo has specialised in various fields such as operations, sales and marketing, revenue management, finance, renovation and loyalty marketing. With a distinguished career spanning over 26 years in the hospitality industry, the dynamic leader has also earned several accolades in the hospitality field.
What triggered your interest in the hospitality industry? Where did it all begin?
My interest in the hospitality industry was sparked by the influence of my school friends who were passionate about pursuing careers in this field. Initially, I had aspirations in the fields of medicine and sports, but the enthusiasm and dedication of my friends intrigued me. This curiosity led me to explore the world of hospitality. After completing my education at the Institute of Hotel Management, I embarked on my professional journey in 1997. I had the opportunity to work with prestigious establishments such as The Imperial New Delhi, Radisson New Delhi, The Oberoi New Delhi, and InterContinental Hotels & Resorts before joining Shangri-La Eros New Delhi.
The dynamic nature of the hospitality industry, coupled with the profound opportunity to craft unforgettable experiences for guests, captivated my interest from the very beginning. As years passed, my passion for hospitality has only deepened, fuelling my unwavering commitment to delivering experiences that go above and beyond expectations. This fervour not only motivates me but also propels my team to consistently provide exceptional guest interactions, leaving a lasting impression. With each day, I am inspired to contribute meaningfully to the progress of the industry, pushing boundaries and setting new standards for excellence, ensuring that every guest’s journey with us is nothing short of extraordinary.
So, what makes Shangri La Eros stand apart from its competition?
At Shangri-La Eros New Delhi, what sets us apart from our competitors is not only the amenities we offer but also a dedication to crafting unforgettable moments for our guests. Our distinction lies in the art of personalised service; every interaction and detail is meticulously tailored to cater to individual preferences. We pride ourselves on our team’s unwavering commitment to excellence, ensuring that every guest is not just a visitor but a cherished member of our extended family.
Moreover, we celebrate cultural diversity and curate immersive journeys intricately woven into the vibrant fabric of India’s cultural heritage. Patrons indulge in the exquisite symphony of flavours through our culinary delights, wherein each dish is meticulously crafted to awaken the senses. We have ardently embraced eco-friendly practices, proactively reducing our environmental footprint and making a tangible positive impact.
Through dedicated initiatives such as ‘Rooted In Nature’, we actively contribute to the well-being of our planet and the local community we proudly call home. This proactive approach isn’t just a responsibility for us; it’s the deeply ingrained ethos that defines our purpose. Over the years, we have transformed into a destination where every guest experience becomes a vivid memory, etched in their hearts as an exceptional and unforgettable journey. Here, guests not only find comfort but also a profound connection with our commitment to both their well-being and the world we collectively share.
Can you take us through some key design elements of the property that appeal to today’s traveller?
Our property is meticulously crafted to meet the diverse needs of modern travellers, seamlessly blending traditional Asian aesthetics with contemporary elements for a truly immersive hospitality experience. Sustainability takes precedence, as is evident in our eco-friendly materials and energy-efficient technology, while green spaces enhance overall well-being. Embracing technology, our rooms feature smart controls and high-speed Wi-Fi. Wellness is paramount, with state-of-the-art spa and fitness facilities, complemented by tranquil designs throughout the property.
Culinary experiences range from local delicacies to international flavours, often presented in open kitchen concepts. We cater to remote workers with well-equipped co-working spaces and offer versatile event venues. These carefully curated elements ensure a memorable stay, combining comfort, cultural richness, sustainability, and technological convenience for our esteemed guests.
What are the main challenges one faces in hotel management? How do you go about resolving any customer dissatisfaction issues?
In the dynamic world of hotel management, we, at Shangri-La Eros New Delhi, embrace challenges as opportunities to excel and innovate. Guest satisfaction, our foremost priority, propels us to understand diverse expectations and deliver services that go beyond reproach.
We believe in nurturing our staff, ensuring they are motivated and impeccably trained. This stands at the core of our success. Our strength lies in adaptability as we embrace innovative methods and effortlessly incorporate technology into our operations. Mastering the art of resolving customer dissatisfaction, we actively listen, respond promptly and address concerns empathetically, aiming to turn negatives into positives. Taking responsibility and offering considerate compensations underscore our commitment and goodwill. After resolving issues, we meticulously follow up, emphasising our responsibility to ensure utmost guest satisfaction. Every complaint serves as a valuable lesson, propelling us to continuously improve our services. We conduct comprehensive staff training programs, fostering a culture of improvement, ensuring that our service consistently surpasses expectations.
Could you share with us some guest-driven strategies to ensure repeat visits?
Fostering repeat visits is an art, rooted in the essence of our personalised experiences. At Shangri-La Eros New Delhi, we go to great lengths to understand our guests individually. Through meticulous maintenance of a comprehensive guest preferences database, we tailor each stay precisely to their desires, whether it’s room preferences or dietary needs. Our empathetic and attentive staff embodies the spirit of hospitality, ensuring every guest feels valued, creating a strong inclination to return.
Our exclusive loyalty programs elevate guest satisfaction, offering enticing benefits such as room upgrades and personalised rewards, reinforcing the bond between us and our patrons. After their stay, our commitment echoes through continuous communication via surveys and personalised thank-you notes, showcasing our dedication to their feedback. Special packages for various occasions and engaging social media interactions keep our guests intrigued. We actively implement their feedback, ensuring each stay surpasses expectations, inviting them back with eager anticipation.
What is your vision for the future of the hotel?
As the General Manager of Shangri-La Eros New Delhi, I envision our hotel’s future marked by an unwavering commitment to excellence and innovation. My aspiration is to craft a sanctuary where the elegance of luxury converges seamlessly with sustainability, and where technology serves to enhance every facet of our guests’ experiences. Our focus will rest upon environmental sustainability, championing eco-friendly practices and positively impacting society through our CSR initiatives. Additionally, by embracing cutting-edge technology, our aim is to provide intuitive and seamless services tailored to the needs of our guests, ensuring a stay that is both experiential and luxurious. At the heart of our future endeavours lies a culinary odyssey, celebrating a myriad of global cuisines while embracing the rich tapestry of local flavours. Associations with renowned chefs and the curation of unique gastronomic events will redefine our dining experiences, tantalising the palates of our patrons. Furthermore, we are devoted to strengthening our bonds with the local community through meaningful partnerships and impactful social initiatives, contributing earnestly to the well-being of society. Guest satisfaction, the cornerstone of our ethos, will fuel our efforts to exceed expectations, fostering unwavering loyalty and ensuring that every departure is met with a heartfelt desire to return.
