‘My key priority is to work on our brand positioning’

Of the 17 years that she has been a part of hospitality industry, Nilisha Ghuliani has spent 13 with Clarks Exotica Convention Resort and Spa. During this period, the Vice President of the hospitality destination has become a top-tier destination for both leisure and corporate travellers. In fact, her leadership has been nothing short of transformative. “The success of any organisation boils down to the team and achievement of each and every goal becomes easy if the connection of a leader is not with heads but the hearts of people,” she says.

Before her current tenure, Ghuliani has served at various properties including Taj Hotels, Pride Hotels, Zuri, Royal Orchid and Ananda in the Himalayas. Each of these experiences, she shares, has contributed to her vast understanding of what it takes to deliver exceptional service and create memorable guest experiences. Now, as the Vice President of Clarks Exotica Convention Resort and Spa, she continues to focus on enhancing guest experiences, nurturing talent within her team and steering the resort towards greater heights.

Clarks Exotica Convention Resort and Spa- Sky View

Leading from the front

Since she took over as the VP, Ghuliani has started cultivating a leadership style rooted in compassion, effective communication and a commitment to continuous learning. Her journey is a testament on how personal values and professional excellence can create a thriving organisational culture. “Learning doesn’t start from the industry; it begins from childhood, from home and the values given by my parents. The roles of daughter, mother and wife are irreplaceable and all of these people need you the most,” she says.

Reflecting on her leadership philosophy, she emphasises on the importance of connecting with her team on a deeper level. “People are everything and every situation has to be dealt with compassion,” she says. For Ghuliani, success hinges not just on leading with the head, but also with the heart. “If we connect to our internal customers compassionately, it will be astounding to see how they make our external customers happy,” she explains. In fact, she even believes that understanding and communicating the ‘why’ behind the organisation’s vision and goals is crucial for encouraging a team.

Resort setup for all high-profile corporate events

During her tenure at Clarks Exotica, Ghuliani’s strategic focus on brand positioning, operational growth and innovation has been instrumental in attracting high-profile corporate events and weddings to the resort. “Each team member’s contribution plays a vital role,” she says. Additionally, she feels promoting success stories from past high-profile events is another key strategy in brand marketing. As a cue, she explains, “These highlights can demonstrate our capability to handle large-scale, high-profile gatherings. These also help increase our database and attract more conferences and corporate events apart from enhancing the wedding and social event portfolio.”

Seamlessly blending luxury, leisure and business comfort

Clarks Exotica caters to a diverse clientele, with a major focus on MICE (Meetings, Incentives, Conferences, and Exhibitions), which make up around 60 per cent of the resort’s guest portfolio. “Other 25 per cent extends to weddings and social events. We also cater to the crew as Indigo is our primary customer and FITs/ FFITs comprising a 5-6 per cent of overall occupancy,” she notes.

Another key highlight is People and Personalised service with the resort tailoring its services to meet the unique needs of both business and leisure travellers. “For business guests, there are dedicated event planning, concierge services, business support and operational support. And leisure travellers can enjoy guest celebrations, butler services and personalised recommendations for customised leisure activities,” she explains.

Additionally, the culinary team led by Head Chef Suresh Babu, is another standout feature of the resort. “The team focusses on delivering exceptional dining experiences with quality ingredients and innovative menus. While designing the menus, he lays emphasis on demography of each client,” adds Ghuliani, underscoring the importance of tailoring the menu to suit the diverse demographic of guests.

Steering Clarks Exotica toward new horizons

As the Vice President of Clarks Exotica, Ghuliani’s vision for the future is clear and ambitious. “My key priority is to work on brand positioning by highlighting our unique selling points – elegant accommodation, personalised service, food and people,” she asserts. Collaborating closely with the Group CEO, M Balaji, she aims to explore opportunities for growth and innovation. Fostering a strong organisational culture is also at the forefront of her agenda. She believes in prioritising transparency and communication with employees to build a culture of trust and belonging. “Safety and belongingness improves communication and alignment which in turn boosts the company revenue,” she says.

Exciting projects and initiatives

Looking ahead, guests and employees of Clarks Exotica can look forward to several exciting features including an increase in room inventory and enhanced product offerings, particularly for larger MICE groups. “We are partnering with event management companies and planning to host a wedding expo in mid-October to create brand awareness and expand our wedding portfolio,” she informs, adding, “We are also hosting large scale conferences for doctos and retail businesses, with 1,000-1,200 room nights booked, soon.”

For employees, the future is equally promising. The resort is committed to career progression, “We have upcoming development programmes designed to groom assistant managers for head of department positions at our new property, which is set to open in the next two to three years,” she notes.

Navigating future growth and market shifts

Ghuliani’s future growth plans for Clarks Exotica include expanding room inventory and opening a new resort within the next two to three years. “Our focus is on coming up with a 250 key new resort close to the present one in two-three years’ time.” Sustainability being the key focus, the resort even aims to reduce the environmental footprint, adopt green technologies and support local communities.

Flexibility is another cornerstone of Ghuliani’s strategy. She plans to work closely with her leadership team, to ensure that the resort can quickly respond to market changes and emerging opportunities. “Adaptability is the key,” she emphasises, expressing confidence in her team’s ability to achieve great results through teamwork and a positive attitude.