‘Sustainability is crucial for long-term success’

Twenty years. Three different continents. Innumerable experiences. The journey of Arjun Kaggallu in the hospitality industry has been rife with crucial learning opportunities. Having worked with Marriott International, IHCL-Taj, Hyatt and now Accor, in India, the USA and Europe, the biggest takeaway for Kaggallu is that everyone has a value to add in the best way they can, irrespective of the hierarchy or field of work one belongs from. “Each stint has been crucial for me to learn that the most valuable takeaway is focussing on building genuine human relationships over transactional relationships in all walks of life,” he says, adding he is pleased to have chosen this industry to pursue his career in.

Kaggallu, a strong believer of the fact that the hospitality industry will shine brighter, even with the ever-changing dynamics across all fields, now heads Novotel Kolkata Hotel and Residences as its General Manager. But being the GM of Accor’s largest hotel in eastern India comes with its own set of challenges. However, for Kaggallu and his team, it is a matter of privilege and pride to cater to the different segments of travellers.

Sitting in the IT and business district of Kolkata, the 340-room property promises to provide wholesome experience to its guests. “Overall, a stay at Novotel Kolkata Hotel & Residences is special because of its combination of modern amenities, excellent dining options, convenient location and commitment to sustainability. Whether you’re travelling for business or leisure,  the property offers a comfortable experience for all guests,” he says with a proud smile on his face.

Vision and growth strategy

For Kaggallu and his team, guest satisfaction is top priority. “We invest a lot towards driving overall guest experience with at par service excellence, personalised stay for all guests and amenities that cater to their needs,” he explains, talking about driving guest-centric experience at the property. Apart from this, he is focussed on increasing the visibility and brand awareness through strategic marketing campaigns, including digital marketing and social media. The aim is to drive the hotel as a leading destination for food and beverage as well as weddings, social and meetings destination for our target audience.

The third aspect of Kaggallu’s vision and growth strategy for the property is increasing sustainable operational efficiency efforts. “This year, it is one of our key goals. Accordingly, our team is driven towards optimising daily operations without any compromise on quality and experience for our guests. Some key initiatives include reducing waste, using eco-friendly products and following zero-plastic usage,” says Kaggallu.

Innovation and sustainability

As innovation is the key to continued relevance and sustainability is the need of the hour, Kaggallu attaches a lot of importance to these aspects. “The two play a significant role in the success of the hospitality industry. Innovation is essential to stay competitive and meet the ever-changing needs and preferences of travellers while sustainability is crucial for long-term success,” he asserts, adding several environmentally sustainable practices have been adopted at the hotel to reduce its carbon footprint, including use of renewable energy and water conservation.

“Our new water bottling plant is one of the key initiatives towards producing in-house drinking water. Another aspect of sustainability we are proud to associate with is supporting local communities by promoting cultural heritage, hiring locally and sourcing locally produced goods. This Bengali New Year, we associated with regional local artists from different districts of West Bengal,” shares Kaggallu, a believer of the fact that everyone’s journey is different and is based on individual circumstances. He is of the firm belief that the industry can leverage technology and new business models to innovate while adopting sustainable practices that promote environmental, social and economic sustainability.

F&B offerings and weddings

The prime goal for Kaggallu this year is to position Novotel Kolkata Hotel and Residences as the preferred destination for food and beverage offerings in its market. For this, he says the hotel has many interesting collaborations lined up Asserting that F&B is no longer just an additional revenue stream for the team, he shares that his team of culinary and beverage experts is trained and aligned to make the journey experiential for the guests rather than just being another outlet serving dishes and drinks.

“We are already a preferred wedding destination in Kolkata market and it is our constant endeavour to give the best services and products to all our guests,” says the General Manager, adding the property is scheduled to undergo extensive renovation in the banquets starting this July. Weddings is one of the most critical aspects of hotels business plan and a strong pillar in hotel’s positioning statement. “Our 30,000 sq ft of banqueting space not only gives many options for the wedding clientele but offers them unique opportunities to celebrate their special beginnings. Our strength lies in the 14 individual breakout rooms which work as different venues for different functions during weddings. These are a great attraction,” he shares, adding, “With empathy being at the core of what we do, all of our stakeholders can be at their best always.” A look at emerging trends

Post-pandemic, guest requirements and demands have evolved and as a result, certain trends have emerged. Of these, Kaggallu and his team has decided to focus on health and wellness in accordance with the ALLSAFE guidelines of Accor. “We focus on creating wellness experiences that include healthy food options, fitness programmes and relaxation therapies,” he asserts. Apart from that, the focus has been on contactless technology, the adoption of which accelerated during the pandemic. “Hotels are investing in mobile check-ins and check-outs, keyless entries and digital payment systems to reduce contact and provide a seamless guest experience, says Kaggallu adding how personalisation is a trend expected to stay in the long-term. “We are using data analytics and AI to personalise guest experiences, including customised room amenities, recommendations and tailored services based on guests’ preferences,” shares Kaggallu who loves to travel.