‘My role’s critical to the hotel’s success’

It was in Class XII at The Air Force School that a young Digvijay, like others in his peer group, was contemplating on which career to choose. “Just then, one of my neighbours who worked as an F&B Manager at Taj Mansingh, New Delhi, took me to the hotel for a show around of the front and back areas where I saw a different world altogether. It was exciting and I knew it is here that I belong,” reminisces Digvijay Singh who now heads Conrad Bengaluru as its General Manager. 

Incidentally, Singh, later in life, got the privilege of heading the iconic Taj Mansingh, New Delhi. “I’ve always had a penchant for all things hospitality. Over the years, I’ve worked with several Taj Hotels including the Taj Lake Palace and Taj London portfolio which I headed for eight years,” says Singh, adding his journey in the hospitality industry is characterised by operational roles followed by a series of strategic roles, each offering opportunities to drive excellence and foster innovation. “My move to Conrad Bengaluru comes with a deep-seated mission to build a tapestry of inspired community while fortifying the hotel’s paramount stance within the spheres of business and luxury hospitality,” he shares.

Challenges in luxury hospitality
“Being the GM of Conrad Bengaluru is an honour and a privilege and my role is critical to the hotel’s success,” says Singh, adding “operational excellence is paramount.” However, navigating hospitality presents challenges. “Financial performance is a constant concern. Maintaining profitability while delivering unparalleled experiences requires meticulous planning,” Singh admits. 

Emphasising on the human element, he shares, “Team building, and development are crucial. Nurturing talent and fostering growth is my responsibility,” he asserts. However, he feels talent acquisition and retention are hurdles. “Creating talent pool is imperative. We aim to exceed our guests’ expectations with seamless service,” emphasises Singh.

Exceeding Expectations
On how he ensures Conrad Bengaluru maintains its reputation for excellence in the hospitality and service industry amidst the dynamic and competitive market in Bengaluru, Singh explains, “It is all about driving culture,” Singh begins, his words infused with a sense of purpose. “Culture that empowers our team members and a work environment that is conducive to learning, growth, happiness and joy.”

In a market where satisfaction is no longer sufficient, Singh emphasises the need to exceed expectations consistently. “If the service giver is not happy and engaged, how can they deliver excellence resulting in guest happiness and satisfaction?” he queries, his conviction unwavering. At the heart of Conrad Bengaluru’s philosophy lies the guest experience. “Guest experience is the cornerstone of everything we do. We continually strive to stay ahead of industry trends by adopting new technologies and service enhancements that improve the guest experience,” affirms Singh.

Rigorous quality control measures are implemented across all departments to maintain high standards of service. “We go to great lengths to ensure every guest interaction is personalised and exceeds expectations. Utilising guest feedback to continuously improve and tailor our services to meet their evolving needs has helped us build a distinct reputation for the property in a dynamic market like Bengaluru,” says Singh who feels hoteliering is a way of life and not a job like many others. “In my journey, I met and made so many friends as I moved from city to city. The art is in being friendly but not familiar. That should be the mantra for all budding professionals,” he adds.

The veteran hotelier cites a report by Crisil ratings and shares that the hospitality industry is expected to clock 11-13 per cent revenue growth in 2024-25 on steady domestic demand and a rise in foreign travellers. Demand in the MICE (meetings, incentives, conventions, and events) segment is also expected to remain positive as is the focus on leisure, sustainability, and wellness travel, he shares. Talking about the unique opportunities and challenges the Bengaluru market presents for luxury hotels like Conrad Bengaluru, Singh says, “The rapid growth of the city’s hospitality sphere is attributed to the thriving startup, business and administrative landscape. As the technology hub, the city has a unique proposition with an eclectic mix of local and expat communities.  From art to culture, gastronomy, and music, the city is a melting pot of opportunities for luxury hotels and heritage properties alike.”

Crafting Unforgettable Experiences
Conrad Bengaluru differentiates itself by offering a unique blend of location, luxury, personalised service and diverse culinary and wellness experiences. The hotel’s prime location in the heart of the Central Business District provides guests with unparalleled access to the vibrant pulse of the city. “But it’s the hotel’s unwavering commitment to crafting unforgettable experiences that truly sets it apart. From personalised service, including dedicated butler assistance to bespoke amenities and stunning views of the city and Ulsoor Lake from every room, we ensure every aspect of our guests’ stay is tailored to perfection,” explains Singh.

The team of world-class professionals at Conrad Bengaluru is another standout feature. “Their expertise and commitment ensure that every guest’s needs are met with precision and care. From the moment guests step into the hotel, they are enveloped in luxury through the journey,” affirms Singh. A diverse range of gourmet culinary offerings further enhances the Conrad Bengaluru experience. “Our culinary team presents a symphony of flavours to satiate every palate,” Singh declares, his admiration for their craft evident. “And with one of the largest ballrooms in the city centre, we are a premier venue for MICE and corporate events and gatherings,” he adds.

Leading with integrity 
Delving into the profound influences that have guided his path in hospitality, Singh says, “My values stem from a joyful childhood and disciplined upbringing,” he begins, adding, “In a family where the emphasis was on courage, integrity and respect, we learned the value of earning our achievements, even when they seemed within easy reach.” Drawing from his upbringing, Singh underscores the importance of doing the right thing, even in the face of adversity. “Doing the right thing even under duress has brought me a long way,” he reflects. 

The teachings of the Bhagavad Gita have served as a guiding light throughout Singh’s life. “The journey of righteousness is not an easy one. But it teaches you invaluable lessons about integrity and resilience,” he admits. Navigating the complexities of leadership, Singh acknowledges the role of mentors in shaping his approach. “I have been fortunate to have inspiring mentors throughout my career. Their guidance has instilled in me a deep sense of responsibility and a commitment to excellence,” Singh says, gratitude evident in his words.

Reflecting on his current role, the Conrad Bengluru General Manager expresses gratitude for the continued support and mentorship he receives. “I am lucky to have great mentors in Hilton. Their insights and guidance continue to inspire and motivate me on my journey,” he acknowledges.