Elevating hospitality in a growing market

Leadership is integral in the hospitality industry to drive growth, business and engagement at the property. In complex markets such as Lucknow, where the hospitality industry is rooting for growth, it becomes a crucial skill necessary to expand the horizons of the business.

Rahul Nama, General Manager, Novotel Lucknow Gomti Nagar, sheds light on the challenges of a growing market such as Lucknow, stating, “A growing market like Lucknow presents several challenges. Increased competition requires us to constantly innovate our services to attract guests. Additionally, adapting to diverse guest preferences is essential as the market evolves.”

“Staffing can also be a challenge, given the high demand for skilled professionals. I focus on creating a positive work environment to retain talent. Finally, maintaining quality standards while scaling operations is critical, so I emphasise consistent training and open communication. By proactively addressing these challenges, we ensure our hotel remains competitive and delivers exceptional guest experiences,” he adds further.

Career in hospitality

With over 27 years of diverse experience in prestigious hotels and resorts across India, Indonesia, the Philippines, and Israel. Nama’s career includes roles with renowned hospitality brands such as Hilton, Thunderbird Resorts, Sunlake Group, Sarovar Hotels, ITC Fortune, and currently, Accor Hotels India.

He elaborates on his career stating, “As a seasoned hotelier and collaborative leader, I possess strong business acumen and cultural sensitivity. Although a career in hospitality was not my initial choice, I originally aspired to be an Army officer, my passion for an active lifestyle, travel, and cultural exploration led me to hotel management. After 27 years, I’m grateful that this path has allowed me to fulfil my career aspirations.”

Initiatives to enhance guest experiences

Guest experiences drive both success and business at properties. Nama explains Novotel Lucknow’s initiatives to enhance guest experiences, he notes, “The hotel has undergone significant enhancements, including a complete renovation of guest rooms and the expansion of our banqueting venue by approximately 2,000 sq ft. We have also landscaped several areas to increase greenery. To better meet guest demand, our in-house laundry has been expanded, reducing reliance on outsourcing, while upgraded air conditioning systems have improved cooling and energy efficiency.”

“We are committed to sustainability, having implemented comprehensive measures to eliminate single-use plastics in all guest-facing areas, aligning with Accor Hotels' global vision. Additionally, we’ve partnered with local travel providers to offer food trails, heritage tours in Lucknow, and religious tours to Ayodhya. In 2023 year-to-date, we have achieved financial growth with a revenue increase of 18 per cent, a 25 per cent rise in GOP, and a 27 per cent increase in ADR,” he adds.

Fostering teamwork and collaboration

The busy nature of work in the industry demands the utmost level of teamwork and collaboration. In a managerial role it becomes crucial to foster teamwork and collaboration among the various departments. Nama emphasising on the importance of fostering teamwork and collaboration, states, “Fostering a culture of teamwork and collaboration among staff begins with open communication. I encourage regular team meetings where everyone has a voice, ensuring that ideas and concerns are heard. I also promote a culture of trust by recognising individual contributions and celebrating team achievements, which strengthens bonds among team members.”

Additionally Nama implements collaborative projects that require diverse skill sets, allowing staff to learn from one another and appreciate different perspectives. He provides opportunities for team-building activities, both in and out of the workplace, to enhance relationships emphasising on the importance of a shared vision and goals, aligning team efforts toward common objectives.

Leveraging technology

“We leverage technology to enhance guest services and operational efficiency through several key initiatives. Our ALL.com mobile app allows guests to easily access services, make reservations, choose their preferred rooms, and generate digital keys seamlessly. Additionally, we utilise data analytics to personalise guest experiences and anticipate their needs.”

“Our staff is equipped with digital tools like Voice of Guest, which helps track feedback and improve communication, ensuring prompt service. By integrating these technologies, we create a more efficient operation while delivering a superior experience for our guests,” words Nama as he delves into the topic of leveraging technology to enhance guest experiences and operational efficiency.

Catering to business and leisure travellers

Business and leisure travellers have increased in numbers exponentially during the past few years. Tier-2 and Tier-3 cities have seen a rise in business and leisure travel, Nama expresses the property’s preparedness to attract business and leisure travellers, he notes “We have partnered with local travel providers to offer unique food trails and heritage tours in Lucknow, along with all-inclusive sightseeing and religious tours to Ayodhya. Guests can also enjoy a curated Awadhi dining experience at our Chef's Table, led by Master Chef Sajjan Shah.

“Additionally, our Square outlet features traditional live instrumental performances, including sitar and flute, on weekends, enhancing the cultural experience for our visitors. These offerings reflect our commitment to providing an immersive and authentic experience that showcases the rich heritage of the region. Additionally, we take pride in being the only pet-friendly hotel in the city, making it easier and more enjoyable for guests travelling with their furry friends,” he adds.

Sustainability practices

“Our commitment to sustainability is central to our operations, focusing on reducing plastic waste and enhancing the guest experience,” adds Nama regarding the topic of sustainability.

“Over the past year, we replaced single-use plastic water bottles with glass alternatives, eliminating over 200,000 plastic bottles. In guest rooms, eco-friendly wooden amenities replace plastic, blending sustainability with luxury. Additionally, our electric vehicle initiative has significantly lowered our carbon footprint, providing guests with convenient, eco-friendly transportation to explore Lucknow. We also monitor food waste daily, successfully reducing it from 550 grams to 420 grams per person. Together, these efforts reflect our dedication to a greener future while enhancing guest satisfaction,” he further adds regarding the sustainability initiatives by the property in order to meet ESG goals as well as contributing towards a better future.
 
Trends in the hospitality industry of Lucknow

Remarking on the trends in the hospitality landscape of Lucknow, Nama comments, “In Lucknow's hospitality industry, several emerging trends are noteworthy. Firstly, there is a growing demand for sustainable practices, as hotels adopt eco-friendly initiatives to attract environmentally conscious travellers.”

He further opines“Guests are increasingly seeking authentic local experiences, prompting hotels to offer curated cultural activities and culinary tours. Additionally, seamless online booking and contactless services have become essential expectations. Health and wellness offerings are also on the rise, with many hotels incorporating wellness programmes and fitness amenities to enhance guest well-being. Furthermore, the increasing number of pet owners in the city has led to a rising demand for pet-friendly accommodations. These trends highlight a dynamic shift towards personalisation and sustainability in hospitality.”

Evolving demand for hotel services

Nama also indulged in the topic of the evolving demand for hotel services in the city, stating, “Occupancy rates have significantly improved in 2024 compared to 2023, primarily due to an influx of religious FITs and groups visiting Ayodhya following this year's temple inauguration. Additionally, the Lucknow Giants IPL franchise has boosted travel and accommodations in the city. Lucknow is also emerging as a MICE destination, thanks to enhanced hotel infrastructure, improved law and order, and support from the UP state government.”

Future goals and aspirations

“By 2030, we aim to fulfil Accor Hotels' sustainability vision by reducing energy consumption and establishing baseline metrics for food waste and water usage as part of our CSR objectives,” explains Nama regarding the future that he has envisioned for the property.

He further notes, “We will also pursue Green Key certification to enhance our environmental credentials. Additionally, a comprehensive renovation and refurbishment of the property will be completed to improve facilities and sustainability standards. These initiatives will not only align with our commitment to responsible tourism but also enhance guest experience and operational efficiency, positioning us as a leader in sustainable hospitality.”

Motivation and inspiration

Ending on the keynote of his motivation and inspirations in his role, Nama states, “Foster innovation and collaboration among hotel departments to achieve operational excellence and efficiency. Network with key figures in the city and actively participate in significant events. Commit to continuous learning and skill enhancement to reinvent and enrich your job knowledge. Prioritise your well-being by incorporating yoga and tennis into your routine, ensuring you remain fit and energised. Embracing these practices will not only enhance personal growth but also contribute to a dynamic and thriving workplace environment. Together, we can drive success and elevate our hotel's standards in service and hospitality.”