‘My Leadership style focusses on empowering teams'

With over three decades in the hospitality industry, Rohit Arora’s journey has been a rich and rewarding experience. The Vice President - North & Goa Operations and Head of Leisure Sales, THE Park has had the privilege of making meaningful relationships across the industry and witnessing the growth and evolution of hospitality in India. Having travelled extensively across the country and representing THE Park Hotels at major international forums, Arora has witnessed the dynamic shifts in both guest expectations and industry trends.“Contributing to the growth of THE Park Hotels, now with 33 properties across India, has been one of the most fulfilling aspects of my career,” says Arora who has been instrumental in transforming the company’s digital landscape, adapting to technological changes while upholding the core value of personalised service. “As India continues to grow, I am confident that the hospitality industry – and THE Park Hotels – will enjoy a bright future filled with innovation and excellence,” he adds.

Leadership Style and its Influences
“My leadership style focusses on empowering teams to take ownership of their responsibilities,” says Arora. By fostering open communication and setting clear, measurable goals, he cultivates an environment where creativity can flourish, motivating teams to proactively tackle challenges. In competitive markets like Goa, where guest expectations are relaxed yet demand high personalisation, he emphasises on strategic innovation alongside top-tier service standards. “I guide my team in crafting unique, tailored experiences for our diverse visitors, allowing us to exceed expectations and create memorable stays,” he explains. Balancing operational efficiency with a people-centric approach keeps team morale high and ensures consistent quality, regardless of external pressures. This dynamic yet structured leadership style empowers the team to drive both performance and guest satisfaction.

Driving Growth In Leisure Sales Segment
To drive growth in the leisure segment, Arora shares, they are actively analysing emerging travel trends to align with shifting guest preferences. “This ongoing research helps us build a strong business pipeline, focusing on key source markets like the US, UK, Australia, and Germany. We also prioritise attracting special group bookings, such as family vacations and solo female travellers, catering to their unique needs. We are elevating the guest experience through personalised services and curated packages that make every stay memorable,” says Arora.

Guest feedback plays a crucial role in this process, allowing them to refine their offerings for continuous improvement. “Additionally, we strengthen our market presence by cultivating partnerships with travel agencies, both domestically and internationally. These relationships enhance our reach and solidify our brand, ultimately contributing to sustained growth in the leisure segment,” he adds.

Trends In North India and Goa Hospitality, Leisure Industry
Recent trends in the hospitality and leisure industry have significantly influenced the operations at THE Park, prompting them to adapt and innovate. One major shift is the rise of domestic tourism, particularly in the post-pandemic landscape. “We observed a surge in domestic travel across all regions. We strategically capitalised on this trend by adjusting our pricing to meet the increased demand, ensuring our offerings remained attractive to local travellers,” he says. Additionally, the growing emphasis is on sustainable tourism has inspired the brand to implement eco-friendly practices across all properties. “We have made considerable strides in have mitigated the usage of single-use plastics (SUPs) and promoting local artisans, which enriches the guest experience while supporting local communities. Moreover, we’ve invested in energy-efficient systems to minimise environmental footprint. These sustainability initiatives not only align with global trends but enhance the brand’s appeal to environmentally conscious travellers, reinforcing our commitment to responsible tourism,” she avers.

Customer Experience and Service
THE Park sets itself apart in the competitive leisure market by offering a unique blend of personalised service, innovation and local cultural immersion. “We pride ourselves on crafting tailor-made experiences that reflect the individual preferences of each guest,” says Arora. Whether it’s exclusive culinary offerings or bespoke itineraries, every stay is designed to be Anything But Ordinary. “We blend contemporary luxury with creativity, constantly introducing new concepts and partnerships with artists to create one-of-a-kind experiences,” he adds. This approach resonates with modern travellers seeking extraordinary stays. Additionally, each hotel is designed to reflect its location, providing guests with an authentic connection to the region’s heritage and traditions. This emphasis on local culture enhances the guest journey, making THE Park a destination in itself.

Leveraging Technology and Innovation
THE Park Hotels is at the forefront of integrating technology and innovation to enhance operational efficiency and elevate the guest experience. “We have implemented contactless check-ins and streamlined online booking systems to ensure a seamless journey for guests from arrival to departure,” says Arora. By leveraging advanced data analytics, the hotel gains valuable insights into guest preferences,enabling personalised experiences and targetted promotions that meet individual needs.

“In addition to boosting guest satisfaction, our technological initiatives help minimise our environmental impact,” he adds. From installing energy efficient systems to innovating waste management practices, THE Park is committed to sustainability. These advancements not only enhance operational effectiveness but also align with our goal of reducing our environmental footprint and promoting responsible hospitality.

Upcoming Projects
The implementation of an ERP system, along with a Guest Management System (GMS), has significantly enhanced our digital engagement with guests throughout their journey, from booking to post-departure. “This integration creates a seamless, personalised experience by connecting all guest interactions,” shares Arora. By centralising their customer database across all THE Park Hotels, the brand delivers tailored communication and services. Guests benefit from this unified system, which tracks their preferences, booking history and feedback, allowing them to offer personalised promotions and services that cater to their individual needs. This holistic approach ensures consistent engagement across multiple touchpoints, enhancing the guest experience beyond their stay. “Ultimately, the integration of ERP and GMS deepens our relationships with guests, improves operational efficiency and enables us to provide customised service that fosters long-term loyalty,” he adds.

Engagement With Local Communities
THE Park Hotels demonstrates a strong commitment to local communities through impactful CSR initiatives across various domains. “In Goa, our focus on sustainability is evident through partnerships with local NGOs aimed at reducing plastic waste and promoting eco-friendly tourism,” says Arora. These efforts include active participation in beach clean-up drives and sourcing materials from local artisans, which fosters sustainable livelihoods. Community empowerment is also a key focus. THE Park collaborates with local schools and NGOs to provide education and skill development programmes, equipping young people –especially in hospitality and tourism – with valuable, employable skills. Cultural preservation is a priority as well, exemplified in Delhi where THE Park Hotels has adopted Jantar Mantar, taking responsibility for its cleanliness and upkeep. “This engagement reflects our dedication to maintaining India’s rich cultural heritage,” Arora adds.