Balancing excellence and innovation

For Sushma Khichar, leading the Sheraton Grand Bangalore Hotel at Brigade Gateway is a venture that holds purpose, excitement and strong leadership. With over 18 years of professional experience in the field of hospitality, Khichar is at the helm of affairs at the property. Holding a B Sc from University of Rajasthan and a diploma in travel and tourism, Khichar’s career began as a Front Office Assistant at The Oberoi, Mumbai. Since then, she has worked with Aloft Bengaluru Cessna Business Park, Bengaluru Marriott Hotel Whitefield, JW Marriott Mussoorie, JW Marriott Chandigarh, Courtyard by Marriott, Mumbai and The Renaissance Mumbai Hotel and Convention Centre, Mumbai. Khichar has been a key contributor in driving revenues, guest services and overall support functions. With a strong technical background, Khichar’s passion drives her to deliver results and achieve objectives. She has been associated with Marriott International since 2006. Prior to joining Sheraton Grand Bangalore Hotel at Brigade Gateway, she was with Courtyard by Marriott and Fairfield by Marriott Bengaluru as Cluster General Manager.

Leading the charge

Khichar’s excitement in leading the Sheraton Grand Bangalore Hotel at Brigade Gateway lies in the unparalleled opportunity set to enhance the reputation of the property as a premier hospitality destination in the Silicon City of India. Bangalore, as most of us know, has its own charm, it has a way of entrapping you into its magic. Khichar believes the hotel’s way of making it all is through “leveraging the brand’s global standards while incorporating local flair”. “It allows us to offer guests a memorable stay that reflects both Sheraton's excellence and Bangalore's distinct character. It's about continuously striving to exceed expectations and create experiences that resonate long after our guests' departure. The unique aspects of this property include our well-established brand reputation and legacy, prime location and infrastructure, luxurious accommodation and facilities, diverse dining experiences, and a steadfast commitment to sustainability,” she says.

Balancing excellence and profitability

Khichar recognises the balance required between hotel profitability and maintaining guest experiences. “It is a delicate balance that we need to strike between delivering unparalleled guest experiences and maintaining hotel profitability. We do it by implementing strategic initiatives and optimising operational efficiencies while remaining mindful of cost implications,” she shares.

Team empowerment

As the GM of Sheraton Grand Bangalore Hotel at Brigade Gateway, Khichar is the key to a strong leadership and teamwork. Sharing how she incorporates this quality with her team, the GM says, “Creating a work environment that fosters collaboration and empowers team members involves a few key elements. First, clear and open communication is essential; it is important to emphasise goals, openness and trust. Instilling a culture of reward and recognition is also crucial. Providing necessary resources and support for flawless execution, along with leading by example, contribute significantly to cultivating a collaborative and empowered work environment,” she adds.

A career shaping leadership

Khichar’s approach to leadership has been significantly influenced by her extensive experience and handling operations under several hotel brands has given her a wealth of knowledge about various operating methods, guest demographics and market dynamics. “This experience has taught me the importance of adaptability and flexibility in managing hotels,” she says. The significance of flexibility and adaptability in hotel management has been highlighted by this exposure. According to Khichar, “Not every strategy or approach works universally; the ability to adjust based on the specific context of each property is crucial.”

Identifying key market segments

On how the market segments are poised to drive growth for the hotel, Khichar is unequivocal. “Bangalore serves as a major hub for the IT, technology and corporate sectors,” she explains. The city’s growing MICE industry presents significant opportunities too. “It hosts a multitude of national and international conferences, exhibitions and corporate events throughout the year,” Khichar states. 
A preferred location for MICE travellers, the hotel boasts of large event spaces and is conveniently located near the Bangalore International Exhibition Centre (BIEC). Acknowledging the growing popularity of grandiose celebrations, Khichar additionally emphasises the wedding and social events market. “The property’s elegant event spaces and expertise in hosting weddings and social events make it a preferred choice,” she says.

Elevating the dining experience

Khichar holds passion for enhancing the dining experience at the property. “This includes implementing unique initiatives that cater to our guests’ preferences, local tastes and evolving culinary trends. These initiatives include interactive dining experiences, signature dining events, healthy dining options, local cuisine showcases, mixology and beverage experiences, and sustainable dining practices,” explains Khichar.

Looking into the future

Khichar leads the Sheraton Grand Bangalore Hotel at Brigade Gateway with a clear vision of the property’s future trajectory in mind, she asserts with confidence, “My goals for the hotel in the coming years is to focus on enhancing guest experiences, driving sustainable growth, and upholding our reputation as the premier destination for both leisure and business travellers.”

Parvathi Nair

BW Reporters