‘Our focus is on providing seamless and customisable experiences’

The hospitality industry thrives on strong managerial roles where reaching such a position requires exceptional decision-making skills and natural leadership abilities. Sumit Kumar, General Manager, Hyatt Regency Dehradun Resort and Spa, achieved a key milestone in his career recently by completing two decades as a General Manager with Hyatt. 

Kumar recalls his tenure as General Manager through major achievements, stating, “Some of the highlights throughout my 20-plus years with Hyatt, include the successful launch of the Hyatt brand in India and leading the pre-opening teams of five luxury hotels across different regions. Each property I’ve managed has presented unique challenges, but they’ve all culminated in significant achievements in terms of operational success, team building and guest satisfaction.”

He further adds, “Another notable milestone has been my involvement in various property refurbishments and new hotel developments, where I’ve been able to help shape and implement the brand’s vision. These experiences have not only broadened my perspective but have reinforced my commitment to delivering excellence in hospitality.”

Evolution of the role of a GM 
The roles and positions in hospitality evolve rapidly with the passage of time and this change is a result of the relentless pursuit of the hospitality industry towards excellence. Kumar provides insights, “A General Manager’s role has evolved substantially over the past decade. Today, it demands a far more dynamic approach to leadership. While operational excellence remains crucial, the role now places greater emphasis on innovation, guest personalisation and sustainability. GMs are not just managing properties but crafting experiences that resonate deeply with guests.”

He adds, “We must be agile, data-driven and keenly aware of changing industry trends. Additionally, with the advent of digital transformation, guest engagement has shifted, requiring us to be more connected and proactive in meeting evolving guest expectations. It’s also become imperative to focus on fostering a strong workplace culture and nurturing talent.”

Distinguishing through personalisation
Hyatt Regency Dehradun Resort and Spa stands apart due to its unique location in the foothills of the Himalayas, shares Kumar, adding the team ensures memorable experiences for all guests. The GM also sheds light on how the property distinguishes itself from other hotels in the region, he notes, “Our property offers a perfect blend of natural beauty and modern luxury, with expansive outdoor spaces, exceptional dining options and unparalleled wellness amenities. What further sets us apart is our emphasis on personalisation, whether it’s through curated cultural experiences, wellness retreats or family-friendly activities. The resort’s emphasis on sustainability and eco-conscious practices also appeals to today’s environmentally aware traveller.”

Remarkable performance
“Under my leadership, Hyatt Regency Dehradun Resort and Spa has achieved remarkable growth, both in terms of occupancy and guest satisfaction. We’ve implemented several key initiatives aimed at enhancing the guest experience, including the introduction of large-format amenities and more personalised services,” elaborates Kumar.

Delving further into the performance of the hotel under his leadership, he adds, “We’ve also taken steps to further align the property with Hyatt’s global sustainability goals, such as reducing single-use plastics and promoting the use of locally sourced products. In addition, we’ve focussed on improving our digital engagement, ensuring seamless online booking experiences and enhancing direct communication with guests.”

Occupancy and ADRs
A hotel’s performance significantly relies on its occupancy throughout the year along with the rise in its Average Daily Rates (ADR) / Average Room Rates (ARR). Emphasising on the importance of metrics, he says, “While the specific numbers fluctuate depending on seasonality and market trends, we’ve consistently achieved strong performance metrics. Our ADR and occupancy rates have both seen year-on-year growth since the resort’s opening.”

He continues, “The property, in particular, has become a top choice for both leisure and corporate travellers due to our strategic focus on MICE and wedding segments, which has driven higher room demand. The exact figures are reflective of our commitment to offering value while maintaining premium service standards.”

MICE offerings 
Hyatt Regency Dehradun Resort and Spa offers state-of-the-art MICE facilities, including expansive meeting rooms, ballrooms and outdoor venues that cater to both intimate gatherings and large-scale events. Kumar explains the MICE offerings and capabilities of the property, “Our focus is on providing seamless and customisable experiences, whether it’s for corporate conferences, team-building events or high-profile exhibitions. We continuously enhance our offerings by staying connected with client needs and industry trends, focussing on digital integration and providing sustainable options for events. We’re also working to position the resort as a top destination for MICE tourism by leveraging our excellent connectivity and proximity to key cities as well as our unique location in the serene hills of Dehradun.” 

Hosting wedding events 
“Our team is already preparing for the upcoming wedding season by offering a range of bespoke packages that cater to different tastes and preferences. We provide not only stunning indoor and outdoor venues but also offer a personalised approach to planning,” opines Kumar, adding, “From curated dining experiences to themed decor, our focus is on creating memorable and customised weddings. We also emphasise on the spiritual and natural beauty of the region, aligning with the concept of Devbhoomi weddings which allows couples to reconnect with tradition in a breathtaking setting. We continue to invest in enhancing our wedding offerings, ensuring we remain a preferred choice for destination weddings,” he elaborates.

Future plans
The industry has a strong focus towards achieving excellence in hospitality and future-proof planning takes the front row seat. On his outlook on future and the evolution of the hotel, Kumar shares, “My focus will be on further enhancing guest experiences by integrating more personalised services and expanding our offerings in wellness, sustainability and digital convenience. We aim to strengthen our position as a premier destination for both leisure and business travellers, focussing on MICE and wedding segments.”

Additionally, Kumar plans to push forward with sustainability goals, ensuring the property evolves in a way that aligns with Hyatt’s commitment to responsible tourism. Innovation, guest engagement and talent development will remain at the core of strategy for future growth and success.