Hotel strategies will become more customer centric

Dr Jyotsna Suri Jun 12, 2020

I am not a professional hotelier, but a passionate one and have learnt on the job. After I took over as the CMD in 2006, I worked on creating a strategic road map focussed on brand positioning and leading the Group’s footprint in the Indian market. I am a firm believer that success comes from content, perseverance, one’s inner personality and attitude towards work.

HOSPITALITY COMES NATURALLY TO INDIANS

We began our hospitality journey as a Holiday Inn, went on to become a Crowne Plaza, Hilton and an InterContinental. For us, the transformational moment came in 2008, when we rebranded the hotels -‘The LaLiT’ as a tribute to the Founder Chairman, Mr Lalit Suri. This, I think, has been my biggest achievement and the most significant contribution to the group. Though industry peers felt my decision was emotional, I was confident of my resolve. I didn’t believe that foreign brands could teach us hospitality since traditionally and culturally, hospitality comes naturally to Indians. The brand change gave an identity to the group, something which was previously lacking. The rest is history. We are a well-established homegrown Indian brand spread across the country with our footprint overseas as well.

The uniqueness of greeting our guest with a ‘Namaskar’ and ‘service with a smile’ are the dynamics that drive the brand in the global hospitality environment. Our motto always has been of 'Developing Destinations and not just Hotels'. It is aimed at engaging with the local community promoting their cuisines, handicrafts, traditions and integrating them with the Group’s hotels.

WOMEN IN HOSPITALITY

Typically the hospitality industry has been a male bastion. However, there is a noticeable shift as more women are charting success stories in this sector. While, there are many women working in housekeeping, guest services, front office, marketing and communications, not too many of them occupy the top leadership roles. I am trying to change that and at The Lalit, we have women in leadership roles in Spa, Guest Services, HR, Housekeeping, Learning & Development and Executive Chefs.

LEADING FROM THE FRONT

I believe in leading from the front and would like my teams to be inspired by my actions. I am not a dictatorial leader, however, am collaborative only to a certain extent. I give my team a patient hearing and then execute what in my opinion is beneficial for the organization.

I am inspired tremendously by Mahatma Gandhi, who took up huge challenges, changing the face of history. I am also inspired by legendary hoteliers who without any formal training have left an indelible mark on the Indian hospitality industry.

I believe that going forward hotel strategies will become more customer-centric. The industry focus will shift towards creating highly differentiated and unique experiences. Technology will be an enabler and a game-changer. Digitalisation has allowed instant access to information and through social media, every experience and opinion is in the public domain. Some of the key trends would be digitisation, innovative content, flexibility in strategy and sustainability.

My idea for growth is not an exclusive concept, but a vision where all stakeholders – the environment, people, destinations and country – grow with us.

My message to all is – “Believe in yourself and do the best you can. If your desire is to be a hotelier then approach your work with dedication and passion. There will be roadblocks, but do not give up. At the end of it, you will achieve success.”