'Training Must for Ethical Work Environment'

GUEST SATISFACTION score is a direct reflection of the guest experience at the property,” according to Rishi Kumar, the new Director of Operations of Sheraton Grand, Bangalore at Brigade Gateway. Kumar comes with 14 years of experience in hospitality, having worked with brands like Taj and Orchid Hotels before.

Kumar is a graduate from Institute of Hospitality Management and Catering Technology in Mumbai. Speaking to BW Hotelier, he began by saying that he always encouraged guest reviews on online portals by providing extraordinary, memorable experiences at every touch point. “We also focus on our associates and strive to provide them a fulfilling and healthy work culture, which in turn translates in positive guest experience, along with reflecting as a non-intrusive interaction approach from our GRE for guest feedback and experience,” he explained.

Speaking about the clientele and special offerings, Kumar says that due to the hotel’s location it has customers visiting from nearby Peenya and Yeshwantpur Industrial areas, Manyata Tech Park, BIEC and the WTC offices. “We primarily utilise social media for accessibility and visibility across channels by creating organic engagement on our social media platforms, utilising tools like curated videos with brand storylines, live streaming of events, content in form of gifs and carousel advertisements, online contests along with capturing guest testimonials and event set-up along with 360 degree mapping videos of each venue to emphasize USPs of our banqueting spaces,” he said.

Kumar also spoke about the various training programs organised for the employees at the hotel. “To prepare the employees for an ethical work environment and maintain the company’s goodwill, there are multiple online trainings, compulsory for all associates, like Data Handling Procedures and Anti-Corruption, and classroom trainings like ‘Living Our Core Values’. We also organise weekly security training sessions to prepare our associates to handle contingencies and emergency situations,” he said.

The hotel also conducts ‘New Associates Training Plan’ where the employees are trained with every aspect of the hotel and the job they are hired for. “Knowledge test is part of our confirmation process which provides thorough check of the associate’s awareness with regards to the hotel operations,” he added.