IHCL’s Goa Story: Empowering communities, embracing diversity

Goa has long been a sought-after destination, welcoming visitors year-round. The state has witnessed a significant surge in experiential travel, with visitors seeking more than just Goa’s iconic sun, sand and sea. Today’s travellers immerse themselves in the state’s rich culinary scene, wellness retreats, heritage sites and diverse natural ecosystems. There’s also a growing fascination with Goa’s culture and history, with festivals reviving traditions and becoming major annual attractions. 

Digital travel, getaways and wellness tourism have also gained popularity among travellers due to several evolving trends and technological advancements. Undoubtedly, the pandemic accelerated the ‘work-from-anywhere’ concept, with business travellers blending work and leisure to maintain a harmonious work-life balance. “The recent inauguration of Mopa Airport and the launch of Fly91 operations are expected to revolutionise accessibility, connecting a larger audience to Goa. This enhanced connectivity is set to significantly boost tourism, making it easier for both leisure and business travellers to explore Goa’s unique offerings,” shares Ranjit Phillipose who recently assumed the role of Senior Vice President – Operations, Goa for IHCL.

Initial priorities and goals for the region
Rooted in a commitment to tradition and innovation, the goals and aspirations for the region are multifaceted, feels Phillipose. “Our journey as a beacon of hospitality excellence since 1974 has been one of constant evolution. With the ever-changing landscape of travel and tourism, our aim remains steadfast: to provide guests with an authentic Goan holiday experience,” he says.

Phillipose adds that IHCL’s focus extends beyond mere accommodation and amenities. “Today’s travellers crave more than just luxury; they seek immersion in local culture and traditions,” he observes. This ethos is embodied in IHCL’s ESG+ framework, Paathya, which helps in curating experiences that resonate with the essence of Goa. “We endeavour to showcase the true soul of Goa through every aspect of our offerings,” emphasises Phillipose. Central to IHCL’s mission is the elevation of Goan gastronomy. “We see a burgeoning demand for gastronomic adventures and recognise the opportunity to position our signature bars and restaurants as destinations in their own right within the Goan culinary scene. It’s not merely about dining; it’s about creating unforgettable culinary journeys that celebrate the richness of flavours,” Phillipose observes. Having been integral to the Goan landscape for five decades, IHCL’s connection with the state runs deep. “We aim to set the standard for responsible tourism benefitting the local ecosystem and positioning Goa as a global model for sustainable travel,” declares Phillipose.

IHCL vs competitors 
“In the past four years, IHCL in Goa has undergone a transformative journey, diversifying our offerings across a spectrum of brands. From Taj to SeleQtions, Vivanta to Ginger, amã Stays & Trails to Qmin and TajSATS, each brand embodies a unique experience tailored for the discerning modern traveller,” reflects Phillipose. 
“Our strategic expansion,” he continues, “has enabled us to present a diverse portfolio of iconic destinations, ranging from coastal retreats to verdant hinterlands, encompassing the entirety of Goa.” This strategic move, explains Phillipose, “caters to a wide array of preferences, from leisure travellers to those attending MICE events, offering a collection of enriching experiences spanning culture, cuisine and topography across Goa’s various regions.” 

At the heart of IHCL’s offerings lies its service ethos, encapsulated in what Phillipose affectionately terms ‘Taj-ness.’ “It’s a legacy, rooted in over 120 years of unwavering dedication to hospitality excellence and a culture that sets us apart from any other institution in the world,” he emphasises.

Talent development and retention
IHCL’s commitment to talent development is unwavering and it’s not just about building skills but about nurturing a culture of well-being and recognition. “Our aim is to cultivate a workforce that’s not just motivated but deeply engaged in their roles, driving our collective success forward. Our approach begins with programmes like Talent Identification & Development Initiative (TIDI) and the Leadership Assessment & Development Centre which lay the foundation for a strong talent pool within the organisation,” emphasises Phillipose. Through initiatives like the Leadership Accelerator Programme, IHCL identifies promising talent and fast-track development, grooming them to become next generation of leaders. “Feedback is paramount,” insists Phillipose, “which is why we conduct biannual surveys to ensure we’re listening to our associates and fostering a culture of trust and transparency. 

“Our recognition framework, STARS is instrumental in fostering a high-performance culture where employees and teams are celebrated for their contributions, further fuelling collective success,” shares Phillipose who opines that it is crucial to support the people behind the curtains, recognise each individual’s contribution and provide opportunities for growth. “My leadership philosophy revolves around nurturing talent, fostering a positive work culture and empowering employees to reach their full potential. Having worked with multiple teams across the globe at various levels, I recognise the importance of every role and its significant contribution to achieving collective goals,” he says.

Goa as a MICE destination
“The MICE segment is a cornerstone of our revenue strategy, and here at IHCL in Goa, we’ve made significant investments to cater to this vital market,” affirms Phillipose, adding, “Across 11 hotels and resorts, we boast an impressive array of event spaces and accommodations tailored to meet the diverse needs of business travellers.” He proudly notes that the addition of Taj Cidade de Goa has further bolstered IHCL’s standing as one of India’s premier hotel complexes, attracting major conferences and conventions from around the globe. He adds, “While this segment accounted for less than 15 per cent of our revenues in 2019-20, we’ve seen remarkable growth, with it surging to nearly 40 per cent by 2023-24.”

“Our leadership in MICE development,” emphasises Phillipose, “not only fuels Goa’s tourism industry but creates ripple effects, generating indirect employment opportunities and revenue streams for local businesses.” Looking ahead, Phillipose assures, “Even as we celebrate this growth, we remain steadfast in our commitment to continually enhance our offerings, ensuring that we meet the ever-evolving needs of our business travellers.”

Community centric initiatives
“Inclusion and social responsibility are not just ideals; they’re integral to our identity at IHCL,” declares Phillipose. “Aligned with our Paathya framework, we are committed to ensuring the communities we operate in benefit from our presence,” he continues, “whether through increased local employment opportunities or by fostering new avenues for business growth in collaboration with local stakeholders.”
Phillipose underscores, “Our commitment to societal well-being goes beyond mere rhetoric. Through skill-building initiatives, we empower underprivileged groups, ensuring that they have the means to thrive.” He adds, “Furthermore, we leverage our business ecosystem to support traditional arts, heritage preservation, and social causes, enriching the cultural fabric of the communities we serve. Our engagement with public welfare organisations is another testament to our dedication. Together, we amplify our impact, reaching even more individuals in need across the state. Through these concerted efforts, we aspire to leave a lasting, positive imprint on Goa’s social and environmental landscape, embodying the spirit of responsible business practice.”

Balance in diversity and inclusion
Phillipose asserts that they are committed to fostering a workforce that’s not only diverse but truly inclusive. “Our goal of achieving 25 per cent women participation by 2025 is a testament to this commitment and ‘She Remains the Taj’ encapsulates our holistic approach to women empowerment across all facets of our operations,” he says.

Elaborates on the ‘HER’ framework, he states, “It’s built on three foundational pillars aimed at promoting diversity and inclusion at every level. Through initiatives like ‘Second That’ and the Dynamic Intelligent Women in Action (DIWA) programme, we provide opportunities for women returning to work and those from disadvantaged backgrounds, ensuring a level playing field in our recruitment processes.”

In fostering an environment of inclusion, IHCL recognises the importance of empathy and understanding. He also highlights programmes like ‘Walk in My Shoes’ and ‘New Genderation’ as crucial components of this effort, aimed at sensitising IHCL workforce to the diverse experiences of others. “Retention of women talent is equally vital,” Phillipose emphasises. “Through our multi-tiered Women Leadership Architecture, we provide avenues for experiential learning and growth, including mentorship and leadership programme designed to nurture and empower female leaders within our organisation,” he informs.

Phillipose notes that IHCL’s commitment to inclusivity extends beyond gender equality. Through initiatives like Tata Affirmative Action Policy (TAAP), the company ensures equal opportunity and inclusive growth for all sections of society across properties in Goa. “By actively engaging with historically disadvantaged communities, including scheduled castes, scheduled tribes, women from marginalized backgrounds, and persons with disabilities, we strive to create a workplace that truly reflects the richness of our society,” he says.

Expansion plans in Goa
The Senior Vice President – Operations, Goa for IHCL shares that they have extensive plans to expand IHCL footprint across Goa, with a diverse range of brands catering to various market segments. “We are strategically expanding presence across the region, aiming to add more units by the end of this financial year. The response to amã Stays & Trails has been exceptional, offering guests a one-of-a-kind Goan experience. With a blend of luxury, comfort and business travel across different segments, there is considerable demand in the market. Our expansion plans align with the growing tourism statistics, indicating both supply and demand in the market, presenting ample opportunities for growth and development in Goa’s tourism sector. “We’re poised for significant expansion across Goa. Our diverse portfolio of brands is strategically positioned to cater to the evolving needs of various market segments,” he explains, “and the surge in domestic tourism has only fuelled our momentum.”