Page 91 - Hospitality Horizon - February-March 2021

HOTELS

love our Butler Service as they can be in
contact with one individual and not
multiple people.

THE LUXURY QUOTIENT
Apparently, this is possibly Marriott's
best luxury property. How do you plan
to take it to the next level?
That’s quite right. This is indeed
Marriott’s best luxury property in India
by far. And I think Marriott recognizes
that. As with everything in life, what you
did last year is not good enough this year.
So if I was to keep the ship in the same
way we would not maintain that position
and I think my pride in itself will ensure
that doesn’t happen. I am sure that we
can bring in new changes to make it
better and to improve the experience.
The St. Regis brand is all about
personalised service which is inclusive.
Not surprisingly whenever I receive a
compliment or an email or a letter from a
guest, it's always about a person or an
individual who made a difference. Nine
out of 10 times it was because they
understood what that the guest wanted.
And that’s not by being there all the time
but by talking to them and understanding
their needs and then making sure they get
what they expect.

When it comes to the team what is the
one area you think you need to work
on?
I believe that Indians are the best
hospitality professionals in the world but
the one area they need to work on and the
one area I am worried about because I
think it’s the future of hospitality is body
language reading and working how to
react on body language and being
unobtrusive.

“THE THING THAT
DIFFERENTIATES

THE ST. REGIS BRAND
FROM THE OTHERS
IS THE TIMELESSNESS

THAT IT HAS.”

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hospitality horizon FEBRUARY-MARCH 2021