Sharad Datta, General Manager of JW Marriott Hotel New Delhi Aerocity, talks about his new role and how he plans to enhance the luxury quotient at the iconic property
INTERVIEW BY SHUJATH ALI
As you are settling into your new job, what is it that most excites you?
As the new General Manager of JW Marriott Hotel New Delhi Aerocity, I am thrilled to be leading one of the most iconic hotels in our portfolio. Since inception, the hotel has been a forerunner in driving quality and strong business performance. In addition, the hotel has been recognised for the implementation of various initiatives to enhance guest experiences as well as sustainability practices.
What excites me most is the opportunity to take these facets of hotel performance further, introducing new initiatives and driving excellence in the luxury guest experience. Associates are our greatest strength, and I am super excited to mentor new talent and nurture my team to help them succeed and grow.
What are your plans to take the hotel to the next level?
With the incredible team I have with me, I plan to drive very strong results and enhance the luxury quotient of our guest experience. I am committed to implementing new initiatives across verticals of sustainable practises, new culinary offerings, wellness and fitness facilities to cater to the growing demand of today’s luxury traveller.
My team and I aim to continue providing a haven for our guests where they can focus on their mind, body and spirit. Our approach is rooted in self-care, as we believe that by taking care of ourselves, we can better take care of others.
I will maintain a warm and welcoming atmosphere that conveys a deep sense of well-being. Authenticity will be at the core of everything we do, ensuring that every interaction brings joy and leaves a positive impact. It’s exciting to be able to create a positive impact on the environment and provide our guests with a more holistic experience.
Are there any challenges that you are facing? If so how do you plan to overcome them?
Difficulties are a fundamental component of achieving success; it is through challenging situations that we find opportunities to thrive. Although this year is showing great promise, I am aware of the rapid fluctuations that can occur in positive trends.
Our strategy involves maintaining flexibility, closely observing market patterns, and adjusting our strategies accordingly to cater to the requirements of our guests, employees and the overall market.
Are there any changes in the day-to-day operations of the hotel that we are likely to see in the near future?
We are clearly in a new environment after the learnings of the last two years. I see the implementation of technology increasing in our day-to-day operations as we go forward, and this will require an uplift in skillset as well as mindset. A crucial aspect will be how we look after our associates daily, with senior leaders’ presence, connection and mentorship with our young leaders of tomorrow.
Also, consistent agility and flexibility in managing a hotel in a rapidly changing environment are and will be critical. We will focus on improving our communication and guest engagement strategies and enhancing our health and safety protocols to ensure the well-being of our guests and associates.
What are you planning to do to stay ahead of competition?
The existing competition in the hospitality industry is intense, and as a Marriott hotel, we continuously innovate and create opportunities to stay ahead.
We emphasise providing exceptional guest service, offering unique and personalised experiences, maintaining high standards of cleanliness and safety, and leveraging technology to enhance guest engagement and convenience.
What is your style of resolving any customer dissatisfaction issues?
To improve personalised guest experiences, we focus on leveraging guest data and technology to better understand guests’ preferences and behaviours. We train and empower our associates to provide personalised and attentive service, offer unique and memorable experiences, and actively seek and respond to guest feedback and reviews to continuously improve guest experiences.
What works best in resolutions is an open, honest and sincere interaction with guests to ensure we honour their loyalty and trust in us.
How do you see 2023 in terms of business?
It is clear that 2023 will be an exceptional year. However, we are mindful of potential uncertainties and challenges that may arise in the hospitality industry, such as changing travel restrictions and economic conditions.
What do you look for when new hiring talent?
In our talent acquisition process, we seek out individuals who have a genuine passion for hospitality, possess outstanding communication and interpersonal abilities, and are dedicated to providing unforgettable guest experiences.
Our focus is on candidates who demonstrate a solid work ethic, a positive outlook, and the capacity to collaborate effectively within a team setting.
What new aspirations do you have for the hotel and yourself?
My vision for the hotel is to continuously elevate the guest experience and stand out in the market by implementing innovative initiatives.
As for my personal goals, I aspire to further my growth and development as a leader, making meaningful contributions to the overall success of the Marriott brand.
What is your philosophy for running a successful hotel?
My philosophy for running a successful hotel is to prioritise associates and focus on the guest experience above all else. We must be attentive to guest needs, anticipate their expectations, and strive to exceed them. We must also prioritise the well-being of our associates and innovate to stay ahead of the competition. In addition to these, there is the constant pursuit of keeping the hotel in top physical shape and delivering the luxury experience we are known for.
What, according to you, does it take to become a successful hotelier?
To become a successful hotelier, one must have a passion for hospitality, excellent communication and interpersonal skills, and the ability to lead and inspire a team. One must also be adaptable, resilient and able to navigate through challenging times. Humility, respect and, above all, unshakeable ethics complete the successful hotelier.
How do you maintain work-life balance?
As a busy professional, maintaining work-life balance is essential. And thanks to Marriott’s Take Care culture, I am able to prioritise self-care and make time for activities that recharge me, such as golf, spending time with family and friends, and pursuing hobbies outside of work like music. I also strive to maintain open communication with my team and delegate tasks effectively to ensure a healthy work-life balance for all.
