Abhishek Sahai, GM, Conrad Pune, on how he plans to improve overall service standards at the hotel
INTERVIEW BY SHUJATH ALI
As you are settling into your new job, are there any challenges that you are facing?
To be honest, there are no remarkable challenges that require specific mention. My belief lies in consistently delivering the exceptional service that is synonymous with a luxury hotel brand like Conrad. It is vital to secure a significant portion of the market and continually strive for innovation and business excellence.
This can be achieved by prioritising the enhancement of our team members’ skills, leading to improved employee retention. By focusing on skill development and creating a supportive environment, we establish a positive cycle where the growth of our team members enhances the quality of service, resulting in satisfied guests and an expanded market share.
What is that most exciting about your new role?
The most exciting aspect of my new role is the robust recovery we are witnessing in the hospitality industry post-pandemic. It is incredibly inspiring to be part of an industry that is bouncing back and adapting to the changing landscape.
Additionally, the Indian economy is also evolving at a faster pace which adds an extra layer of excitement. The potential for business expansion and development is vast, and I am eager to leverage this momentum to drive success for our flagship luxury hotel.
I am excited to contribute to the growth and success of the organisation, working alongside a dynamic team, and setting new standards of excellence within the industry.
How does Conrad Pune differentiate itself from other luxury properties?
Conrad Pune distinguishes itself from its competitors by delivering an extraordinary and opulent experience that seamlessly blends sophistication with intuitive technology.
Our meticulously designed rooms are equipped with smart motion sensors, automated controls, and luxurious amenities such as walk-in showers, indulgent soak tubs, and in-mirror televisions. The combination of premium bedding, blackout curtains, and a complimentary pillow menu ensures a peaceful and rejuvenating sleep for our guests.
When it comes to dining, our offerings are unparalleled, providing a range of premium experiences. Al Di La, our renowned Italian restaurant, features a rooftop bar with awe-inspiring views. Coriander Kitchen presents a delightful array of Asian, Indian, and Mediterranean-inspired street food, prepared at live cooking stations. Koji, our Asian-themed restaurant, showcases the flavours of Japan, China, and Thailand in an exquisite setting. Masu, our elegant bar, offers creative Asian-infused beverages and an extensive selection of rice wines from across Asia.
To further elevate the guest experience, we are proud to introduce our global membership program, The Hilton Honors, which provides exclusive perks such as enhanced accommodations and dining discounts. Through these unparalleled services, Conrad Pune strives to ensure that every guest's stay is truly memorable and exceeds their expectations.
What is your favourite thing about this hotel?
Everything about this hotel is truly exceptional, and it’s difficult to pinpoint any specific aspects that stand out as challenges. This is what makes our hotel property truly incredible and a shining example of a global luxury brand.
Our success is driven by the unwavering commitment of our ownership, who has provided us with the resources and support to excel in every aspect of our operations. However, it is our team of over 500 dedicated associates who truly make Conrad Pune a special place for me.
Their unwavering dedication, professionalism, and passion for delivering outstanding service are the foundation of our success. Each team member plays a vital role in creating a memorable and luxurious experience for our guests, ensuring that every aspect of their stay is nothing short of exceptional. The synergy and camaraderie within our team create a positive and inspiring work environment, which in turn translates into a remarkable guest experience.
Moreover, the pride and commitment that each team member brings to their role are truly commendable. Their unwavering attention to detail, personalised approach, and willingness to go above and beyond for our guests are what set us apart and make Conrad Pune a standout destination.
What aspect of the hotel do you think needs to be focussed on?
One of the most exciting aspects of the hospitality business is that there is never a dull moment. The constant dynamic nature of the industry keeps us on our toes and fuels our passion for delivering exceptional experiences to our guests. In particular, one area that we are immediately focusing on is raising awareness in the Indian market about the global stature of ‘Conrad’ as a luxury hospitality brand. We also want to showcase the remarkable member benefits of the Hilton Honors program, which adds even more value to our guests’ experiences.
The Hilton Honors program provides exclusive perks and privileges to its members, including enhanced stays and dining discounts. It is our goal to ensure that Indian market is fully aware of these incredible benefits and the exceptional value they bring to their stays at Conrad.
By highlighting the advantages of being a Hilton Honors member, we aim to attract more discerning guests who are seeking the utmost in luxury and personalised service.
What new aspects would you like to introduce at Conrad Pune?
At Conrad Pune, we are continuously seeking to introduce new aspects that enhance the guest experience and align with evolving preferences. One area of focus for us is leveraging technology to elevate our operations and ensure seamless interactions with our guests.
We understand the importance of personalisation and are making conscious efforts to customise the journey for every guest, especially our traditional base of corporate guests and families. By understanding their unique needs and preferences, we can deliver tailored experiences that exceed their expectations.
In addition, we are revitalising our conference and events capabilities to offer exceptional spaces and services for corporate gatherings, weddings and other special occasions. We aim to create memorable experiences that leave a lasting impression on our guests and make their events truly extraordinary.
How are you incorporating new tech into the hotel?
Conrad Pune is at the forefront of embracing technology to enhance guest experiences. Alongside, Hilton's Travel with Purpose serves as the global Environmental, Social, and Governance strategy that promotes responsible travel and tourism. This comprehensive approach focuses on creating positive impacts in environmental sustainability, social opportunities, and governance practices.
What is the thought behind the newly launched wedding studio?
Our goal is to establish ourselves as the top choice for elegant and sophisticated wedding venues in Pune. With our newly launched Wedding Studio, we have created a luxurious and comprehensive destination for crafting the perfect wedding experience. Combining advanced AI technology, a team of highly trained industry professionals, and unparalleled expertise, the studio ensures an unforgettable celebration.
Furthermore, our collaboration with renowned designers enables us to offer exceptional and personalised experiences that cater to the unique preferences and desires of our guests, ensuring that their special day is truly unforgettable.
What is your mantra for running a successful hotel?
‘Guest First’ is the simple mantra that I have imbibed from my early days in the business. As the GM of Conrad Pune, I understand that establishing direct connections with our guests is the key to delivering a top-notch luxury hotel experience. Our team must be responsive, adaptable, and always ready to exceed our guests' needs.
Why did you choose to become a hotelier?
Growing up in a family deeply rooted in the belief of “Atithi Devo Bhava,” I was instilled with a profound appreciation for hospitality and the art of taking care of guests. Witnessing the warm hospitality extended to visitors in our own home served as a constant reminder of the importance of creating welcoming and memorable experiences.
It was during a visit to the iconic Oberoi New Delhi that my fascination with hotels became more tangible. Stepping inside this renowned establishment, I was enveloped by an ambience of sophistication and refinement. Witnessing the seamless interplay of exquisite design, impeccable service, and near-perfect interiors left an indelible impression on me. It was a pivotal moment that propelled my passion for the hotel industry and instilled in me a desire to delve deeper into the realm of hospitality.
This encounter at The Oberoi marked the beginning of my journey to explore and unravel the intricacies of the hotel world. It sparked a relentless curiosity to understand the art of creating exceptional guest experiences and ignited a profound appreciation for the dedication and expertise required to excel in the world of hospitality.
How do you unwind?
To unwind, I find solace in the company of family and friends. Engaging in activities such as music, debates, arts, and sports brings me joy and provides a perfect balance.
Alongside physical exercise, these pursuits contribute to my overall well-being. As a family, we cherish travelling and exploring, which not only helps us unwind but also facilitates continuous learning and personal growth.
