Creating unforgettable luxury

Working for the finest luxury brands in the world and creating exceptional moments for guests has always been the primary motivator for Nishanth Vishwanath, General Manager, The Ritz-Carlton, Pune. “Today, I get to be at the helm of one of the finest luxury properties in the country. My team and I get to set the standards and raise the bar for what luxury means. Yet no matter how big or small, at the end of the day, it all comes down to creating memories for our guests and it’s seeing those smiles on their face that makes it all worth it,” shares Vishwanath who began working with Marriott International in January 2008.  

Beginning with the role of Director of Catering back in January 2008 to Area Director – Operations, South India and Sri Lanka before taking over as the General Manager at The Ritz-Carlton Pune in March 2021, Vishwanath has donned many hats over the last 16 years at Marriott International. It was only between January 2018 and July 2019 that he moved to Mantri Developers Pvt Ltd as the CEO – Mall Management and Leasing.  

Where luxury meets consistent excellence

When it comes to luxury, The Ritz-Carlton Pune stands out with its exceptional consistency and commitment to excellence. Vishwanath explains, “What truly distinguishes us is our remarkable level of consistency in everything we do. Our guests actively seek this reliability with every visit.” He attributes this high standard to the dedication of the team. “It’s the talent and commitment of each of our ladies and gentlemen that enable us to create such unforgettable experiences,” he notes. Vishwanath further emphasises that the Ritz-Carlton Gold Standards and Credo are central to their operations. “These principles form the backbone of everything we do and are the defining factors that set us ahead of the pack,” he shares.

Innovative Experiences and Community Commitment

At The Ritz-Carlton Pune, the pursuit of excellence extends beyond luxury accommodations to creating unique experiences for guests and making a meaningful impact on the local community. “Our guests constantly seek out new and distinctive experiences, and we are dedicated to delivering just that,” shares Vishwanath. One of their recent highlights includes the Masters of Mixology series, where the hotel has hosted celebrated mixologists from around the globe, elevating their world-class dining spaces with exceptional beverage offerings.

The hotel also prioritises enriching experiences for families, particularly through their Ritz Kids programme. “We offer a plethora of engaging activities for children from the moment they check in, ensuring our younger guests have a memorable stay,” adds Vishwanath. In addition to these guest-centric initiatives, the hotel has recently introduced the iconic French pâtisserie Ladurée, bringing Parisian delicacies to the grand lobby. This addition adds an extra layer of luxury to the dining experience at The Ritz-Carlton Pune.

The hotel’s commitment to community extends through its Serve360 programme which focusses on giving back. Recent efforts include book donations to individuals affected by leprosy through Rising Star Outreach and providing special lunches for underprivileged students supported by NGO Santulan. “These initiatives are a vital part of our philosophy, ensuring we contribute positively to the community while delivering exceptional experiences to our guests,” notes Vishwanath and adds that the luxury hospitality industry in undergoing a shift towards the curation of hyperlocal cultural experiences. “To bring this sense of place and community to life, we are creating experiences that explore local flavours in our restaurants and our Ritz-Carlton Scenography explores the heritage of our city,” he says.  

The Tea Lounge

Guest expectations and adaptive strategies

As the hospitality landscape shifts, The Ritz-Carlton Pune has adeptly responded to the evolving expectations of modern travellers. “With the rise of Gen-Z travellers, we’ve seen a shift towards experiences that offer a sense of status and uniqueness,” explains Vishwanath. In response, the hotel has introduced tailor-made experiences and exclusive chef-led dining journeys, providing guests with more personalised and high-value stays.

Technology has also become a key factor in guest satisfaction. “There is a growing expectation for seamless technology integration at every touch-point. To meet this demand, we have digitised the guest journey with innovations such as key-less check-ins, ensuring a smoother and more convenient experience for our guests.”  

Aasmana Outdoor Bar

Embracing technology  

As the luxury hotel industry evolves, technology is playing a pivotal role in shaping the future of guest experiences. “The shift from Gen Y to Gen Z has brought a new set of expectations. Guests today are keenly interested in cutting-edge technology and expect it to be seamlessly integrated into their hotel experience,” he observes.

At The Ritz-Carlton Pune, this technological evolution is already in full swing. The hotel has embraced the Marriott Bonvoy app, which allows for keyless entry to rooms and enables guests to stay connected with the hotel’s staff through a mobile chat service. “This integration enhances convenience and personalisation, aligning with the tech-savvy preferences of our guests,” Vishwanath adds.  

In response to the global rise in electric vehicles, The Ritz-Carlton Pune has also introduced EV chargers on-site. “Providing this service is part of our commitment to meeting the needs of modern travellers and supporting sustainable practices,” Vishwanath explains.

Premier Living

Cultivating excellence

In the luxury hotel sector, effective leadership is crucial for maintaining high standards and fostering a culture of excellence. Vishwanath’s approach to leadership at The Ritz-Carlton Pune is deeply rooted in the philosophy of Walk the Talk. “I firmly believe in leading by example. My leadership style revolves around this principle, which ensures effective communication and keeps everyone aligned with our goals and results. This alignment is key to delivering exceptional outcomes consistently,” says Vishwanath.

The GM emphasises on the importance of attention to detail in cultivating a culture of excellence. “Encouraging my team to maintain a keen eye for detail helps us create memorable experiences for our guests. It’s this meticulous approach that fosters lasting relationships and transforms first-time visitors into loyal guests,” he shares. By embodying these principles, Vishwanath not only sets a high standard for himself but also inspires his team to achieve and maintain the high level of excellence expected at The Ritz-Carlton Pune.

The Pool

Balancing brand excellence with local guest expectations

Maintaining the standards of The Ritz-Carlton brand while addressing the diverse needs of guests requires delicate balance. “Today’s travellers have a sophisticated understanding of luxury, yet their expectations can vary widely,” observes Vishwanath, adding, “We achieve this balance by adhering to the core principles outlined in The Ritz-Carlton Credo. This is a powerful motivator for our team and serves as the foundation for delivering the exceptional service our guests expect.”

Vishwanath explains that while the Credo ensures consistency with the brand’s high standards, the team’s ability to tailor experiences to individual preferences helps create unique and memorable moments. “By integrating the Credo into our daily operations, we maintain the brand’s excellence while also addressing the specific expectations of our guests in Pune. This approach helps us forge lasting connections and ensures that guests keep coming back,” he concludes.