Diverse offerings, unmatched service

It was an unwavering passion for people and dedication to exceptional service that led Rachita Sood to a career in hospitality management. What also appealed her was the dynamic and diverse nature of the industry, which allowed her to work in different roles across various locations. Today, Sood says what keeps her motivated is the opportunity to make a tangible difference in the guest experience and the ability to lead a team towards shared goals. Balancing work and family life for her has been a learning curve, but it has reinforced her belief in the importance of work-life balance, a principle she even encourages her team to follow.

As the General Manager of Novotel Mumbai International Airport, Sood oversees a modern property that blends comfort, convenience and elegance. Located near Chhatrapati Shivaji Maharaj International Airport, the hotel boasts of 268 luxurious rooms and suites, along with 16,500 sq ft of event and meeting space. Its prime location also offers effortless access to the Western and Eastern Express Highways, Mumbai’s key travel arteries.

Current Business Performance
Thanks to the strategic focus on enhancing guest services and delivering innovative experiences, Novotel Mumbai International Airport is witnessing steady growth. “We’ve observed a remarkable increase in occupancy rates and a significant uptick in MICE (Meetings, Incentives, Conferences, and Exhibitions) bookings,” notes Sood, adding that the recent achievement of the prestigious Green Key certification underscores their commitment to sustainability and environmental responsibility.

“Additionally, we’ve revitalised our F&B offerings with themed promotions that attract both local and international guests. These efforts have firmly established our reputation as a top choice for business and leisure travellers alike,” she says.

The Executive Suite

Strategies to Drive Revenue and Profitability
“Our primary focus has been on diversifying revenue streams while maintaining operational efficiency,” says Sood. The team at the hotel has optimised digital channels to drive direct bookings and developed bespoke packages for weddings, staycations and corporate events. Leveraging partnerships with major event organisers has also helped maximise MICE revenue. “Introducing curated dining experiences and food festivals has significantly boosted our F&B sales,” she adds. Additionally, cost management remains a priority, with regular reviews of procurement processes and energy efficiency measures to ensure optimal profitability without compromising guest experience.

Business and Leisure Travellers
The General Manager of Novotel Mumbai International Airport shares that they understand that business and leisure travellers have distinct needs, particularly in a dynamic city like Mumbai. For business travellers, the hotel provides flexible meeting spaces, state-of-the-art technology and seamless airport connectivity. Leisure guests, on the other hand, can enjoy our recreational amenities, including the pool and spa, along with curated experiences that showcase Mumbai’s cultural vibrancy. “This strategic blend of professional services and leisure activities ensures that both groups receive personalised attention, making for memorable and efficient stays for all our guests,” she says.

The 190 Bar

Growth and Development
“Our vision for the next three to five years is centred on expanding our MICE capabilities, boosting digital engagement and enhancing our sustainability efforts,” says Sood. The goal is to strengthen the position as a premier destination for weddings and corporate events by upgrading facilities and implementing cutting-edge technology. “Sustainability is a key focus, with plans to reduce our carbon footprint and promote eco-friendly practices. Continuous staff training and the adoption of technological advancements will also be essential to maintaining our competitive edge in the rapidly evolving hospitality market,” the GM adds.

Adapting To Market Trends, Consumer Preferences “The hospitality industry is constantly evolving, and Novotel Mumbai International Airport remains agile in adapting to these shifts,” says Sood. The hotel closely monitors consumer behaviour, responding to the growing demand for personalised experiences and sustainable practices. “Digitalisation plays a key role in shaping our services, from mobile check-ins to tailored offers based on guest preferences,” she adds.

Additionally, the rise in wellness tourism has prompted the hotel to align its offerings with wellness-focused amenities, events and partnerships. By staying connected with guest feedback, the hotel ensures it remains ahead of emerging trends.

The Food Exchange

Managing F&B Operations 
Sood says the hotel’s F&B strategy focusses on delivering diverse and innovative dining experiences that cater to a wide range of palates. The hotel frequently collaborates with renowned chefs to host themed dining events and food festivals. At Food Exchange, guests can enjoy a global buffet and à la carte menu featuring local favourites, while Gourmet Bar offers a relaxed atmosphere for light bites and signature cocktails. “190’amsl, our rooftop bar, provides stunning views alongside a curated selection of premium beverages,” she adds. The hotel is also committed to sustainability in its kitchens by using locally sourced ingredients and minimising food waste, ensuring a memorable and responsible dining experience for all guests.