Manisha Sharma, General Manager, The Westin Kolkata Rajarhat, on how she is showing the way
INTERVIEW BY SHUJATH ALI
Congratulations on assuming charge at the hotel. As you are settling into your new job, what is it that most excites you?
Thank you for the warm wishes! Returning to the City of Joy in this new role is both exciting and inspiring. Kolkata’s rich culture, vibrant energy, and warmth have always been close to my heart. I am eager to work with the team to introduce fresh ideas, elevate guest experiences, and contribute to the city’s dynamic hospitality landscape. It’s a wonderful opportunity to blend innovation with tradition in a place I deeply cherish.
What are your plans to take the hotel to the next level?
Our focus will be on elevating the guest experience through personalised service and innovative offerings. We plan to introduce exciting new culinary experiences that reflect both global trends and local flavours, while strengthening the property’s positioning as a leader in luxury hospitality. Additionally, I aim to prioritise people-centric initiatives by enhancing team member benefits, fostering a culture of recognition, and aligning closely with Marriott’s impactful programmes and CSR activities. Together, these steps will help us set new benchmarks for excellence.
Are there any challenges that you are facing? If so how do you plan to overcome them?
The competitive market is definitely a challenge, especially with standalone outlets in the city doing so well. Additionally, the evolving nature of banquet requirements and guest expectations keeps us on our toes.
To overcome these, we are focusing on creating immersive culinary journeys and hosting unique pop-up events that truly resonate with our guests. For banquets, we are finding innovative ways to cater to evolving needs while maintaining exceptional service standards. Most importantly, I believe in staying connected with our guests, understanding their preferences, and ensuring that every stay feels distinctly Marriott – warm, personalised and unforgettable.
Are there any changes in the day-to-day operations of the hotel that we are likely to see in the near future?
Yes, we are excited to introduce more local experiences for our guests. As Westin is all about being locally relevant while globally appealing, we are focusing on bringing that philosophy to life. From smart check-ins, seamlessly blending Bengal’s warm hospitality, to thoughtfully appointed rooms and personalised services, every detail will reflect the essence of this vibrant city. Additionally, we will be curating unique activities and experiences within the hotel, ensuring there is something special for everyone to enjoy. It’s all about offering a deeper connection to the local culture while maintaining the world-class standards Westin is known for.
What are you planning to do stay ahead of competition?
To stay ahead of the competition, we are focused on innovation, offering fresh experiences, and optimizing revenue. But above all, I believe in taking care of my team. By nurturing and supporting my team, we create an environment where everyone thrives, and this ultimately translates into exceptional service and guest satisfaction. A strong, motivated team is the foundation for long-term success.
What is your style of resolving any customer dissatisfaction issues?
In hospitality, creating exceptional experiences is paramount. If a guest has feedback or a concern, we actively listen, respond promptly, and provide thoughtful solutions that exceed expectations. Our focus is always on enhancing their stay and ensuring they feel valued and cared for. I personally engage with guests to understand their perspectives, address their concerns efficiently, and transform every interaction into a positive and memorable moment, leaving them delighted and eager to return.
How do you see 2025 in terms of business?
I am confident that the year holds great potential. Kolkata is evolving rapidly, and the city’s dynamic landscape is shifting in exciting ways. In December 2024, we saw an impressive number of national and international concerts, underscoring the city’s growing cultural influence. The wedding season will be a major focus, with an increased number of events expected in 2025.
The Westin Kolkata Rajarhat is well-positioned and fully prepared to capitalise on these opportunities, and we are enthusiastic about the promising year ahead.
What do you look for when new hiring talent?
When hiring new talent, I look for individuals who demonstrate passion, commitment, and a strong work ethic. It is essential that they align with Marriott’s core values and service philosophy, as we prioritise delivering exceptional and personalised guest experiences. I seek people who are adaptable and eager to contribute to the growth of the team. Above all, I value candidates who are dedicated to continuous learning and improvement, as we work to uphold the high standards of excellence set by Marriott at The Westin Kolkata Rajarhat.
What new aspirations do you have for the hotel and yourself?
As the General Manager, my aspiration for the hotel is to reposition it as a premier destination, not just locally, but for a national audience. I want to showcase the unique experiences and exceptional service we offer at The Westin Kolkata Rajarhat to a broader market. Personally, I’m committed to the growth and success of the property, as well as the professional development of my team. I look forward to achieving greater heights in 2025, ensuring both the hotel’s continued success and the growth of my team.
What is your philosophy for running a successful hotel?
My philosophy for running a successful hotel revolves around creating a culture of excellence where both guests and team members feel valued and inspired. I believe in empowering the team to deliver personalised, memorable experiences that exceed guest expectations while fostering a sense of belonging and respect. By embracing continuous improvement, operational efficiency, and innovation, we ensure sustained growth and guest loyalty.
Furthermore, I am deeply committed to corporate social responsibility, driving initiatives that positively impact our community and promote environmental sustainability, aligning the hotel’s success with a greater purpose.
What, according to you, does it take to become a successful hotelier?
Becoming a successful hotelier requires patience, practice, and perseverance. It’s about consistently delivering great service, adapting to evolving guest needs, and staying calm under pressure. Strong leadership, empathy, and a passion for creating memorable experiences are key. Ultimately, success comes from continuous learning and building meaningful relationships with guests, stakeholders, and teams.
How do you maintain work-life balance?
Achieving work-life balance requires purposeful planning and effective time management. I prioritise both professional and personal commitments, ensuring harmony between the two. Staying active and focused on fitness keeps me energised and resilient. By setting clear boundaries and managing time effectively, I can give my best both at work and in my personal life.
