Navigating 40 years of Hyatt's hospitality odyssey in India
In the realm of hospitality, few leaders stand as prominently and as tall as Sunjae Sharma. With over six years at the helm, he has navigated the dynamic landscape of the industry, steering a diverse portfolio of Hyatt brands through market shifts and milestones. In fact, the year 2023 marked a significant milestone at Hyatt – it completed 40 years of operational legacy in India. Hyatt forayed into the Indian market in 1983 with Hyatt Regency Delhi which has truly established the benchmark for international hospitality experience in the country. “Today, Hyatt has a remarkable portfolio of hotels across India and Southwest Asia, representing nine distinct brands, including Andaz, Alila, Park Hyatt, Grand Hyatt, Hyatt Regency, Hyatt, Hyatt Centric, Hyatt Place and JdV,” shares Sharma.
To celebrate this milestone last year, Hyatt hosted a celebratory gala at the flagship Hyatt Regency Delhi property, in presence of the illustrious Indian cricket team of the 1983 World Cup, which was also observing its four-decade milestone since lifting the World Cup trophy. “It was a memorable night and saw a heartfelt exchange of cherished memories that the ‘83 cricket squad had built with Hyatt over the years,” he adds.
Alila Diwa Goa
Hyatt has witnessed remarkable growth in India since its arrival, making it one of its top global growth markets. “We have 50 properties in India and South West Asia and more than 8,500 rooms. We are committed to continuing our strategic expansion here and we will continue bringing exceptional brands and experiences to our esteemed guests, loyal World of Hyatt members, valued customers, colleagues and owners who have been the driving force of our ambitious expansion over the past 40 years,” he says.
As the MD of Hyatt in India and Southwest Asia, Sharma opines that 2023 has been a remarkable year for the travel and tourism industry resulting in a double-digit growth on the back of the G20 Summit, ICC World Cup, uptick in domestic leisure trips, MICE events and the return of business travellers. “With the domestic travel industry poised for consistent growth this year as well, a transformative journey seems to be underway for the Indian hospitality industry. As new-age travellers redefine the way they perceive and engage with travel, several noteworthy trends are giving centre-stage to an unprecedented era of opportunities and innovations that are thoughtfully envisioned to appeal to this new generation of travellers nationwide. India and South-West Asia remains one of our top global growth markets. We will continue to thoughtfully grow our presence across the country with a key focus on LLLLW – ‘Loyalty, Luxury, Leisure, Lifestyle, and Wellness’ which aligns with the evolving demands of our target audience. We are also opening new properties in some of the most sought-after existing and emerging destinations and introducing new brands from Hyatt’s global portfolio, to meet the diverse hospitality needs of our guests across the region,” informs Sharma.
Hyatt Place Bodh Gaya
He says the core principle that has guided his journey over the years is focussing on the guest and going above and beyond in delighting them. “I believe you can never over-invest in making the guest happy. My mantra has always been to be obsessed with the guest with our purpose of care!” he says.
Sharma also perceives adversity as a gateway to a learning opportunity. “I see challenges not as impediments but welcome them as chances for growth. It is a mindset and thought process that I encourage amongst my colleagues. Nothing worthwhile comes easy and naysayers are always out in full force. One can either choose to dwell on failures or learn from them and keep evolving,” he says, adding that he believes that fostering a workplace culture rooted in empathy and understanding, which profoundly inspires individuals to become the best version of themselves. “It’s important to communicate with people and not limit oneself to a structured strait-laced approach. Transparency, camaraderie, open dialogue and fun are key to building meaningful connections and long-term success,” avers Sharma.
Hyatt Regency Dehradun
Talent Management
Since inception, Hyatt has worked to foster environments where all individuals feel welcome in its hotels and offices. “Inclusion and diversity are at the core of our purpose – we care for people so they can be their best – and we are deeply involved in actions that create a culture of opportunity for all. As an organisation, we are constantly working towards ensuring that the workplace helps our colleagues to be their best selves,” he says, adding that Hyatt was significantly able to manage attrition rates through constant engagement, need resolution and training, “all while keeping our colleagues’ well-being at the core of what we do.”Hyatt also partnered with Headspace to bring meditation and mindfulness training exercises to its employees, along with customers and guests. “We have simultaneously been hosting training and development programs and formulating new projects to upskill our colleagues in both on-site and online settings. On the organisational front, we eased our sabbatical policies and evaluated staffing structures to meet operational gaps across hotels and teams,” says Sharma. The company is also committed to providing career opportunities to youth from underprivileged communities through its global initiative – RiseHY – where it aims to hire 10,000 Opportunity Youth globally by 2025.
Operational Excellence
“At Hyatt, we are guided by the purpose of caring for people so they can be their best. Our aim is to provide guests with a reimagined hospitality experience that can only be achieved through personalisation, creativity and care. Moreover, travel has become extremely experiential and educational; it is about getting hands-on exposure to the real authenticity of a destination,” informs Sharma. He goes on to add that they have introduced FIND, a global experiences platform through World of Hyatt, which has opened up a multitude of opportunities for local exploration. “Currently in India, travellers can enjoy a farm-to-table meal overlooking the Aravalli Hills with Alila Fort Bishangarh, coastal cuisine with Alila Diwa Goa, and participate in cooking classes to learn how to create dishes from Rajasthan at Alila Fort Bishangarh,” he says.
Hyatt Regency Jaipur MansarovarHyatt hotels have long been the perfect setting for bespoke weddings. Its offerings include ‘Perfectly Yours’ which brings together an assortment of personalised experiences including customised culinary experiences, sustainable décor options and including pets in the celebrations. “Guided by our purpose of care, we announced our Global Care & Cleanliness Commitment to further prioritise the safety and wellbeing of our guests and colleagues. Hyatt is the first hospitality brand to have committed to the GBAC STAR accreditation which includes detailed training at more than 900 Hyatt hotels worldwide,” says Sharma proudly.
Segment Opportunities and Brand Introductions
The leisure travel segment, says he, has been growing significantly over the years. This trend is expected to continue in the coming years, as the human desire to reconnect with loved ones and explore new destinations has never been stronger, as evidenced by the rising demand for staycations, workcations and weekend getaways. “Now more than ever, people are venturing out to travel for leisure. They are eager to discover new things, relax, and reconnect with each other. Keeping in line with this, we, at Hyatt, are focussed on introducing our brands to destinations where our guests are travelling or would like to travel. The aim is to ensure a multi-brand presence across cities such as Delhi, Gurugram, Mumbai, Chennai, Hyderabad, Ahmedabad, Pune, and Goa. In addition to this, we have been on top of our game to innovate and reimagine the hospitality experience for our guests through specially curated initiatives such as Hyatt Dining Club, World of Hyatt, Perfectly Yours and local experiences under FIND,” he says.
Building Lasting Relationships with Owners
Sharma says their relationship with owners also follows the purpose: ‘to care for people so they can be their best’. “We believe in a strong sense of partnership and that together we emerge as a strong team. Trust, open dialogue and transparency form the foundation of our relationship. We are also clear that these are long term relationships and seek partners with matched values, a passion for customer service and innovation so that together we can grow and expand the hospitality industry,” he avers.
Gender Diversity and Women Empowerment
Diversity, equity, and inclusion has been at the heart of Hyatt’s purpose to care for people so they can be their best, at the workplace and in society – and it is deeply involved in actions that create a culture of opportunity for all. “As a company that stands with all people who suffer from discrimination and prejudice, we continue to uphold our vision of a ‘World of Understanding and Care’ through our words and actions. But even more importantly, we call upon ourselves to do better and be better through our Change Starts Here commitments. Under this initiative, we have set actionable goals to accelerate our Diversity, Equity & Inclusion (DE&I) efforts by 2025 across three key areas: 1) Who we employ, develop, and advance, 2) Who we support, and 3) Who we buy from and work with,” informs Sharma.
Hyatt Regency TrivandrumAnother key part of Hyatt’s DE&I efforts has been the establishment of affinity groups or Diversity Business Resource Groups (DBRG). “The DBRG’s represent our colleagues’ diverse cultural backgrounds and viewpoints, giving them an opportunity to connect and work together. We have a DBRG specifically for women – Women@Hyatt, which connects colleagues globally to help identify professional and individual growth opportunities for women at Hyatt. In fact, Hyatt aims to double its representation of women in key senior level roles outside of the US. We are also in the process of launching a DBRG in Southwest Asia which aims to support our differently-abled colleagues so they can grow and develop the skills necessary to support their families and be independent,” he says.
Sustainability, recycling and conservation
Every responsible business must consider the long-term consequences of their actions, and going the sustainable way surely helps reduce the carbon footprint for hotels. Hotels are prioritising Environmental, Social and Governance (ESG) goals in their agenda, implementing emission plans and promoting the local community as customers connect with brands that are environmentally conscious and follow corrective measures. “At Hyatt, we have built-in sustainability into every aspect of our operations and ensure we contribute to protecting the environment in the long run. In July 2021, we launched our World of Care platform to bring more transparency into our efforts around the areas of ESG. In July 2022, we announced progress on our ESG commitments and initiatives with our first World of Care Highlights report and second annual DE&I report spotlighting how colleagues and properties are bringing World of Care to life,” says the Managing Director, India and SWA, Hyatt.
Travel trends in the future, feels Sharma, are expected to prioritise sustainability, immersive experiences and personalised services as travellers now desire to have authentic and meaningful experiences, while minimising their ecological impact. Hence, it is imperative for hotels to take significant strides towards achieving these sustainability goals
Guest-centricity, the hallmark of Hyatt
“At Hyatt, our goal is to provide guests with a reimagined hospitality experience that is achieved through personalisation, creativity and care. The desire to reconnect with loved ones and explore new destinations is stronger than ever, evident in the rising demand for staycations, workcations, and weekend getaways. The urge to travel for leisure has also significantly increased,” says Sharma. He adds that in the ever-evolving hospitality industry, the challenges and opportunities presented by disruptions – be it technological advancements, shifting consumer preferences or even forces outside one’s control like the pandemic – have only reinforced Hyatt’s commitment to offering more meaningful and personalised experiences.
Hyatt-Regency Dharamshala
Some of the key shifts Hyatt is witnessing in the hospitality landscape are a desire for – Premiumisation, Personalisation, Experiential Holidays and Wellness. Some of the recent introductions to keep up with these trends include, ‘Together By Hyatt’ to enable guests to rediscover the joy of connecting at global meetings and events, and the all-new lifestyle and luxury rewards programme, ‘Hyatt Dining Club’ which has a range of value-added curated offerings.
In a market where the wedding business is of paramount importance, Hyatt has a dedicated team and resources surrounding those ‘Perfectly Yours’ celebrations! “The ‘World of Hyatt Programme’ allows guests to enjoy a range of rewards, benefits and exclusive privileges around the world. As consumers seek an increased focus on wellness and mental health, we have fine-tuned our offerings with a range of fitness and wellness programs as well as meditation spaces and rituals,” he informs.
Sunjae Sharma’s strategic insights and forward-thinking approach provide a compelling narrative for the future of Hyatt in India and South West Asia. As we navigate through the intricacies of the hospitality industry, Sharma’s vision for sustainability, talent management and brand innovation paves the way for an exciting journey ahead.
