From humble beginnings to hospitality success

Dinesh Rai was 17 when he started working as a bar helper and billing cashier at a small standalone hotel. Drawn by the vibrant energy and direct connection with guests, his passion for hospitality was ignited through his journey from room service to the front office. “The professionalism and guest-centric focus of the front office team inspired me to pursue a career in this industry,” says Rai, now the General Manager at Crowne Plaza Kochi.

He reminisces how he worked his way up, gaining hands-on experience across various departments. This journey deepened his understanding of delivering memorable guest experiences and strengthened his leadership skills. “The most rewarding aspect of my role is seeing the direct impact we have on guests, turning ordinary stays into unforgettable experiences. Leading a passionate team and constantly innovating at Crowne Plaza Kochi fulfills my dream of heading operations and ensuring guest delight,” he says.

The SkyGrill

Key Milestones
Since Rai took the helm at Crowne Plaza Kochi in 2021, the team has led the hotel to unprecedented success. “In 2023, we achieved our highest-ever revenue, surpassing pre-pandemic figures by 57 per cent, and saw a remarkable GOP growth of 117 per cent compared to 2019.

Additionally, we reached the highest Guest Satisfaction Index (GSI) and recorded exceptional scores in loyalty and employee engagement, with a Colleague Heartbeat Score of 96 per cent,” he shares. The focus on enhancing guest experiences and sustainability has been transformative, opines Rai. The renovation of SkyGrill and Zoka earned multiple awards and led to significant revenue growth of 51 per cent and 150 per cent respectively. “Our commitment to environmental sustainability is evident in initiatives such as the installation of a water bottling plant and the addition of an EV fleet, showcasing our dedication to green practices. As one of the top performing hotels in the IMEA region, we continue to elevate the hotel as a leading hospitality destination in South India, striving to create memorable experiences for our guests while making a positive impact on the environment and the community,” says Rai.

Guest Satisfaction and Occupancy Rates
At Crowne Plaza Kochi, guest satisfaction and occupancy are driven by empowering colleagues to deliver personalised services and anticipating guest requirements. “We prioritise creating a ‘celebrity style’ experience by encouraging our team to collect real-time feedback, allowing us to address concerns before guest departure, which improves loyalty and satisfaction. Our focus on ‘True Hospitality’ means we personalise interactions and create memorable moments for every guest. By leveraging guest data and feedback systems, we refine our service offerings, ensuring we exceed expectations,” he says. To drive occupancy, the property implements strategic market segmentation, targetting corporate, leisure and MICE segments with customised packages. “This enables us to optimise room rates while staying competitive,” the GM adds.

These efforts have resulted in consistently high Guest Satisfaction Index (GSI) scores, 100 per cent in loyalty recognition, and increased repeat business, making Crowne Plaza Kochi as one of the top-performing hotels in the region.

The Zoka

Evolution Of Hospitality Industry in Kochi
The hospitality industry in Kochi has experienced remarkable growth in recent years, fuelled by a surge in domestic and international travel, an increase in MICE events, especially destination weddings and a rising demand for unique dining experiences among local and domestic guests. As expectations for personalised and value-driven services heighten, hotels are adapting swiftly to meet these evolving needs.

“At Crowne Plaza Kochi, we’ve embraced these changes by enhancing our food and beverage offerings. We blend international and local cuisines to craft authentic dining experiences that resonate with our guests,” says Rai. The team continually introduces innovative concepts to stay ahead of market trends and invests in regular refurbishments to maintain the property in pristine condition. Looking ahead, he emphasises on the importance of nurturing young talent. “We collaborate closely with hospitality institutions and offer internships that equip students for the industry’s future challenges,” he says.

The Executive Suite

Challenges In Managing a Luxury Hotel
Evolving guest experience, particularly in F&B is one of the biggest challenges. To address this, the hotel continuously innovates, introducing fresh concepts that blend international and local cuisines, keeping the offerings competitive and unique. Maintaining luxury standards in Kochi’s humid climate is another challenge. “We overcome this through regular refurbishments and preventative maintenance, ensuring the property remains pristine,” he says.

Talent retention is also a key challenge for which the team engages through continuous learning opportunities, recognition programmes and work-life balance initiatives. “Our Crowne Plaza Kochi LinkedIn page, with the highest followers (17,600-plus) among hotels in the region, helps us engage with talent outside, ensuring a steady influx of potential recruits. By focussing on team engagement and nurturing future talent through partnerships with educational institutions, we overcome these challenges and maintain our position as a luxury leader in Kochi,”informs Rai.

The Trilogy

Unique Offerings
Crowne Plaza Kochi excels through a combination of culinary excellence, guest satisfaction and strong market positioning. Mosaic, the multi-cuisine buffet all-day diner drives some of the highest revenues, offering a rich blend of local flavours, while Zoka and SkyGrill are known for international cuisine. “We lead the region with a consistently high Guest Satisfaction Index (GSI) and strong Revenue Generation Index (RGI), outperforming our competitors. Our commitment to sustainability, with initiatives like a water bottling plant, EV charging facilities, introduction of EV to our hotel fleet, alternate heat exchange system, mega rainwater harvesting initiative, has shortlisted us for the Journey to Tomorrow award in IMEA region and our support to the community through various initiatives have earned us the Community Impact Award in the IMEA region,” he shares. In addition, the property boasts of one of the highest social media followings on Instagram, Facebook and LinkedIn.

The Cinnamon

Technology and Innovations  
At Crowne Plaza Kochi, technology is essential for enhancing guest experiences and improving operational efficiency. The hotel has implemented advanced tools like F&B revenue management software, an online guest request system and IHG Connect, a cutting-edge cloud-based Wi-Fi solution that ensures seamless connectivity for guests. “Technology plays a critical role in our commitment to guest satisfaction. By integrating systems for energy and water management, we align with our sustainability goals while enhancing operational efficiency,” states Rai.

The team is also working on integrating AI-driven waste management solutions and automating bookkeeping processes to streamline operations. This dedication to innovation positions the hotel to excel in a competitive market, ensuring that staff are equipped with the best tools to provide outstanding service.

The Lobby

A Motivated Team
The team at the hotel is empowered with the tools, training and autonomy needed to enhance guest experiences. “A motivated team is key to exceptional service,” highlighting the importance of employee engagement,” the GM says. To promote a healthy work life balance, the hotel offers flexible leave policies, weekly de-stress activities, and recognition programs that celebrate achievements. Continuous learning and career growth are prioritised, with team members involved in decision-making and provided regular professional development opportunities.

Engagement initiatives, such as happy hours and birthday leaves, foster a positive work environment. The onboarding programme has also been strengthened to help new colleagues acclimate comfortably. Rai adds, “By keeping our team engaged and valued, we ensure they consistently deliver exceptional service,” which is reflected in the hotel’s high Guest Satisfaction Index (GSI) and Colleague Heartbeat Scores.