In the second episode of the third season of BW HOTELIER’s webBLAST series, The GM Show, titled Classic GM Strategies for Metropolitan Excellence in Luxury and Economy, distinguished hoteliers got together to discuss the strategies for excellence in luxury and economy in the metropolitan sector.
The show began with the host, Bhuvanesh Khanna, CEO – BW Communities, BW Businessworld, introducing hotel industry experts including moderator Atul Bhalla, VP Operations - ITC Hotels, West & North along with super speakers including Gaurav Apte, Area GM, IHG Hotels & Resorts, Crowne Plaza Today Gurgaon; Michel Koopman, GM, The Grand New Delhi; Surinder Singh, Area Director - Dwarka & Haryana and GM, Taj Citycentre Gurugram; Tarun Seth, GM, Grand Hyatt Gurgaon and Davinder Juj, GM, Eros Hotel New Delhi Nehru Place.
Sharing his views on operational excellence, Singh commented, “IHCL is catering to a diverse customer base by creating a brand ecosystem. It is easy to be aspirational and copy but you have to stay within the boundaries of a property. It is important to educate our customers about the brand proposition.”
Koopman, on the other hand, commented on the hospitality industry, saying, “We are an amazing business, we need to enjoy and have fun. We are in the simple business of sleeping, eating and little bit of entertainment.” But he added that the need was to also maximise the training efforts. Meanwhile, Seth emphasised on the topic of delivering enhanced guest experiences. He said, “We, as hoteliers, are custodians of delivering experiences. The knowledge and nuances of understanding experiences is much better in luxury as it provides a holistic approach to the guests choosing to stay with us.”
Indulging in the topic of guest feedback and loyalty programmes, Apte stated, “It’s extremely important to focus on guest feedback. Loyalty is extremely important for any hotel chain.” Adding on to the conversation, Juj added, “It is very crucial to tell the owners how we strategise hotel operations. We need to plan for our future course of actions and our goals in time. We also have to ensure all the stakeholders are taken care of.”
Sharing his views on the ensuing discussion, Bhalla said, “Bleisure brings in additional length of stay and that’s what brings the business.” To this, Koopman added, “It’s all about teamwork, an eye for detail, using technology and managing expenses to maximise returns, that for me is luxury.”
On embracing modernity while maintaining the traditional culture at properties, Juj shared his thoughts, “It is important to find a common ground for traditional and modern vibes to come together It is also important to maintain old charm while integrating latest facilities and technology. It is not the product that delivers the message but the staff as well, it is important to create a balance between the two.”
The show culminated with Bhuvanesh Khanna thanking the panellists for sharing their thoughts and views on the subject and informing about the next GM Show which is scheduled for January 10, 2025 with Episode 3 starting at 4.00 pm on Mumbai Hospitality: A Benchmark for Global Standards in Indian Hotels.
