Hospitality is impossible to teach. It is ingrained in a person while they are raised in their home environment. It is nothing but making your guest feel at home.
When it comes to the Monarch Group of Hotels, their primary motive is to create an environment for their guests which makes them feel at home.
Building a Second Home
Monarch Group of Hotels is built on the very essence of creating a second home for their guests. For them, their staff is like their second family and so they believe in not losing them in the journey of progress. For them, hospitality begins from one’s house, and every staff member puts in their heart and soul to make sure that the guest is comfortable and leaves the property on a happy note, only to come back again.
In the words of Kaushik Kurkal, Founder & Director, Monarch Group of Hotels, “We didn’t choose this tagline. It has chosen us. We always believed in treating our guests as if they had come home and eventually it became a practice. Our staff is also our family and that is how even they got moulded in creating this culture.”
To Serve with Love
As majority of the properties are located in the MIDC areas of Navi Mumbai and Pune, they have corporate employees as their guest base. This is why it is important for them to have exceptional service with personal touch while catering to them, so that they don’t feel they are away from their homes. This was evident during Covid-19 when many guests got stuck in the properties and couldn’t return to their home town due to restrictions. Great care was taken to make sure all the guests and staff members were safe and secure.
Manish Gupte, Corporate Front Office Manager, Monarch Group of Hotels, recalls, “We made sure that everything is well sanitised – from lobby to elevators to rooms to restaurants before the arrival of the guests. Those were testing times but we came out triumphant.”
Hemlata Rabada, Assistant, HR Manager, Monarch Group of Hotels, says, “The management had gone beyond and helped its employees monetarily. We had hired people to support them even if there was no requirement.”
It is well-known that people will never forget how you made them feel. Hospitality is nothing but making people feel special, and serving them the best. And the Monarch Group of Hotels lives up to its motto – ‘Where Hospitality Matters!’
