Anand Chatterjee, general manager, Planet Hollywood Beach Resort Goa, on what makes him tick.
What are the specific changes that you have implemented at the hotel since you took over as the GM?
In this case, I have been involved in building the hotel from construction stage. Thus all the systems, processes, facility planning, recruitment, marketing and sales strategy to execution of the opening of the hotel havebeen conceptualised and implemented by my team and I. I constantly monitor the parameters and system outcomes and bring in changes in the game plan on a regular basis.
What are some of the key challenges that you faced, and how did you overcome these?
It’s the first Planet Hollywood Hotel after the Las Vegas one. So we had no sales and marketing set up in various cities. Hence, creating awareness about the hotel was a challenge. We could overcome that by doing very heavy direct marketing and using network method through all social media and even LinkedIn!
Going aggressive on the rates on on-line channels also helped to gain visibility.
What has been the biggest disaster you have averted?
Goa monsoons can be tricky! It is our first monsoon as an operating hotel. And the first few days of rains and managing the areas were a major challenge. Now that we are over the first two months of rain and we overcame the challenge without any room or any other MEP issue is a huge relief.
What are your revenue-enhancing strategies with the hotel?
Oh! There are many! Starting from micro initiatives like up-selling rooms to suites at the time of check-ins to having a spa representative present at the restaurant over breakfast or at the pool area induces guests to spend and book for these extra revenue areas. In macro aspect, we incentivise wholesalers to sell all-meal-inclusive package that helps us ensure we have captive guests in the hotel instead of letting guests go to another free-standing restaurant.
What is the best part of being a GM?
The best part is one can seamlessly shift from one area to the other and help and guide the departments to run! As a GM, I am an inn-keeper. Meeting so many guests from different walks of life ensures that my day is never boring. I think that’s the best part of running a hotel.
And what are the pitfalls?
None actually! If there had been, I wouldn’t choose to be one!
What has been the turning point in your career?
None actually! It’s been pretty straight and organic. Or rather I say, it’s yet to come and around the corner!
What is the one training that you impart to your team?
Be honest in whatever you do. And please be alert. Situational awareness is so very important in being successful in any job.
Tell us about the most important guest you have ever hosted.
Well, all guests are very important as they are paying! However, in terms of being famous, in Planet Hollywood Beach Resort Goa (it’s slightly over a month old at the time of this going to press), Shahrukh Khan and family spent time here.
What is the biggest change you have seen in the hotel industry?
The advent of technology as selling and marketing tools is possibly the biggest change since the start of my career of more than 18 years ago.
What is the most valuable lesson you have learned vis-à-vis a supplier?
Break the quotation into pieces, never go for package deal. There is no free breakfast at the end of the day!
Your pet peeve, as far as hotels are concerned?
Cleanliness, maintenance, truthfulness and response on time. I always demand these from everyone.
What is the best way for a hotelier to unwind?
Well for me, I am very much into aviation. So all my recreation time goes into simulation flying unless I go for the real time.
If not a hotelier, what would you be?
Definitely a pilot.
