‘Success goes beyond revenue figures’

For Abhimanyu Lodha, General Manager of The Lodhi New Delhi, the journey into the world of hospitality was more of 
a chance encounter than a planned path. As an Army kid, he grew up with a strong sense of discipline and duty,  always envisioning a future in the military. However, the doors to the hotel industry opened in 2001 at The Oberoi Centre of Learning & Development, where he was trained in the art of hospitality and instilled with a strong commitment to excellence.

“I quickly realised that the values I inherited during my Defence upbringing are just as relevant in hospitality. With a career spanning over 23 years, I have had the privilege of working with some of India’s most iconic luxury properties under The Oberoi Group. Throughout my journey, I’ve tried to ensure that operations get better from what they were yesterday and while keeping an eye on profitability at all times, I have tried to endeavour to ensure that every guest leaves as an ambassador of the hotel. I have always run every hotel as if it were my own,” shares Lodha.

Belle Epoque Suite

Achieving Seamless Operational Excellence
At The Lodhi, the “GUEST FIRST” philosophy prioritises guests in all operations. “Operational excellence starts with a commitment to quality and an empowered team,” says he. A rigorous recruitment process ensures the selection of individuals aligned with core values. Comprehensive training and ongoing motivation enable the team to deliver seamless guest interactions at every touchpoint – from concierge services to housekeeping. “Every interaction is an opportunity to create lasting memories,” Lodha emphasises. This dedication to innovation and collaboration across departments ensures that each guest experience is not just exclusive, but also luxurious and personalised.

Gaining Competitive Advantage
The Lodhi stands as an urban oasis in Lutyen’s Delhi, featuring the city’s largest rooms, many with private plunge pools. Its impressive amenities include a state-of-the-art Athletic Club, tennis and squash courts, a 50m lap pool, a Pilates studio and a world-class spa with a high-end hammam and in-house salon. Guests enjoy some of the finest dining options available.

In addition to luxurious hotel accommodations, The Lodhi offers one-, two- and three-bedroom apartments, each with living and dining areas, kitchenettes, opulent smart bathrooms, and private pools and courtyards. “Our apartments provide an exclusive retreat with complete privacy, distinguishing us from competitors,” says Lodha.

With membership in The Leading Hotels of the World, The Lodhi’s commitment to excellence is clear. “By curating exceptional cultural, culinary, and wellness experiences, we aim to deliver lifestyle-driven luxury that resonates with discerning travellers,” Lodha adds.

The Lodhi Room

Adaptive Business Strategies
Pre-Covid, during the pandemic and now in the post- Covid era, The Lodhi has maximised its offerings, leveraging its prime location and unparalleled accommodations, which range from 1,350 to 4,400 sq ft. “No other hotel can match the size and quality of our accommodations,” Lodha emphasises. The focus on consistent service excellence is complemented by grand-scale collaborations with luxury brands and exclusive culinary programmes. “Our F&B strategy, featuring partnerships with renowned chefs, has positioned us as a premier dining destination,” he notes.

Data-driven insights are utilised to anticipate trends, while effective revenue management tools optimise financial performance. An exclusive invitation-only lifestyle club enhances the guest experience, making The Lodhi a standout in the city. “We boast the highest Average Rate (ARR) and RevPAR in our competitive set,” he states. Remarkably, revenue for September has surpassed last year’s figures, which included G20 events, demonstrating resilience in changing market dynamics.

50 m Lap Pool

Strengthening Resilience Through Experience
Innovative ideas fuelled by technology and AI play a crucial role in addressing challenges in product, people, and guest management. Regular brainstorming sessions focus on developing effective, long-term solutions that adapt to market trends, manage off-season demand and enhance F&B offerings. As Lodha says, “Success goes beyond revenue figures; it’s about fostering a culture of research, innovation, and training.”

To achieve this, the team conducts thorough reviews of business processes to identify inefficiencies and implement lean principles for improved productivity. “Investment in automation tools and continuous guest feedback help align services with customer needs, building loyalty. Additionally, assessing risks and engaging with industry leaders ensures a proactive approach, enabling the hotel to navigate downturns and adapt effectively to market shifts,” he adds.

Elan Courtyard

Cultivating a Positive Work Culture
As General Manager, Lodha has spearheaded several innovative HR initiatives aimed at attracting and retaining employees, fostering a workplace that prioritises staff well-being and growth. Actively involved in recruitment, he ensures every new hire feels warmly welcomed during morning meetings, embodying the hotel’s commitment to hospitality.

Within the first two months, a hi-tea chat is arranged for new employees to discuss their progress and comfort within the hotel environment, followed by regular round-table discussions on DLF values and STAR standards. “Supporting our team during their initial period is essential,” he opines. Outstanding employees are recognised at monthly Townhall meetings, celebrating successes like achieving zero detractors or breaking revenue records, with exceptional work acknowledged through a thumbs up card system.

Team spirit extends beyond work, with the hotel’s cricket team, The Lodhi Lions, winning both the DLF inter-team championship and the Inter-Hotels Cricket Championship. Open 24-hour fridges, team activities and a revamped rewards programme further highlight the commitment to a positive work environment. Dividing the team into Houses for friendly competition has led to a remarkable 400 per cent increase in hotel team activities,fostering engagement and camaraderie.

Private Plunge Pool

Perspective On DEI
At The Lodhi, promoting Diversity, Equity and Inclusion (DEI) is essential, with a strong focus on cultural sensitivity. The hotel partners with MUSKAAN, an NGO, to train and integrate children with special needs, emphasising adaptability and inclusivity. Prioritising diversity in hiring fosters a cross-cultural workplace that encourages innovative thinking. To address potential conflicts, the hotel implements training modules on inclusive behaviour and conducts team-building exercises to strengthen dynamics. Cultural events, holidays, and achievements are recognised and celebrated, reflecting the diversity of both the workforce and clientele.

Lodha emphasises, “These innovations significantly contribute to our organisation’s success and the well-being of our team.” By maintaining open communication, recognising talent and promoting inclusivity, The Lodhi creates a collaborative atmosphere that boosts morale and enhances staff capabilities in delivering exceptional guest service, embodying the shared vision of luxury and excellence.

The Spa Suite

Vision For The Future
The hospitality industry faces an evolving responsibility as it navigates the future. It is not only expected to symbolise luxury and contribute to the economy but also to lead initiatives in sustainability, such as reducing single-use plastics, minimising carbon footprints, and monitoring water usage. The sector must actively address climate change while fostering employment, generating foreign exchange, and promoting health and wellness.

“The industry’s success hinges on our ability to adapt to these inevitable changes,” he says. Guests are increasingly inclined to support brands that effectively manage environmental and social issues, expecting transparency in communication about their impact. The measure of success will shift to include a business’s influence on the world, affecting all segments from home-sharing to luxury resorts. As technology continues to shape the landscape, travellers will seek unique experiences, local tourism will thrive, and sustainability will take centre stage. The future is clear: the industry must embrace these challenges to ensure continued success and relevance.