Kumar Shobhan, GM of Park Hyatt Chennai, is strongly focused on mentoring the next generation
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. I would like to start off by saying that what excites me the most is the opportunity to work with a property that holds such a special place in the city. Park Hyatt Chennai has always stood for refined elegance and genuine hospitality. There’s something very grounding about walking into a hotel that knows exactly who it is. Now, with The Flying Elephant making its return, there’s renewed energy that’s really inspiring. It feels like the right time to bring fresh ideas while staying rooted to the values of the brand.
What are your plans to take the hotel to the next level?
We are focusing on curating experiences, not just service touchpoints, but the emotions that guests take away with them. We want every stay, every meal, every wellness visit to feel personal and thoughtfully designed. We’re giving new life to our F&B story, building momentum with curated events at The Flying Elephant, and fine-tuning the guest journey across the hotel.
At the same time, I’m deeply focused on building a culture of ownership within the team. When your people feel proud of the place they work at, it shows in every guest interaction.
Are there any challenges that you are facing? If so how do you plan to overcome them?
Chennai is a fast-moving city with evolving tastes, and our guests today are looking for something that feels current but still warm and real. So, the challenge is finding that balance between innovation and comfort. I believe in listening closely to our guests, to the team, and to what the city is telling us. That’s how we stay relevant without trying to be something we’re not. And, of course, consistency matters and how we aim to create a rhythm of excellence every day.
Are there any changes in the day-to-day operations of the hotel that we are likely to see in the near future?
Absolutely. Some of the changes may be subtle, but they’ll be felt. We’re relooking at the arrival experience, refining dining touchpoints, and adding more local influence into our offerings. Ultimately, we want guests to feel at home in a space that surprises them in the best way.
What are you planning to do stay ahead of competition?
It always comes back to authenticity. We’re not trying to compete by being louder; we’d rather go deeper. The Flying Elephant is a great example, it’s not just a restaurant or a nightlife venue; it’s an experience that’s come back with character and soul. We’re also building partnerships in the city, working with artists, performers, and local businesses to create moments that feel unique to this place. That’s what sets us apart, experiences that are rooted in where we are but delivered with a global sense of style.
What is your style of resolving any customer dissatisfaction issues?
Every guest has their own story and expectations, so the most important thing is to listen to what they have to say and really listen. I tell my team that empathy is not optional in hospitality. We are humans and to err is human, but don’t let the issue repeat. If something goes wrong, we own it, fix it, and then go a step further.
It’s not about overcompensating; it’s about showing that we care. I personally review key feedback every week and step in where I feel I can add value. It’s part of our culture here – not brushing things under the carpet but learning from them.
How do you see 2025 in terms of business?
We’re entering a very exciting phase. Chennai is seeing strong growth in both corporate and leisure travel. Guests are becoming more design-conscious, more wellness-focused, and are seeking experiences that feel personal and immersive. For us, that means building on our strengths – our culinary identity, our wellness offering, our service philosophy – while creating new reasons for guests to keep coming back.
I see 2025 as a year where we deepen our presence in the city, not just as a hotel, but also as a cultural and lifestyle space.
What do you look for when new hiring talent?
For me, it is always about attitude first. You can teach someone systems and processes, but you cannot teach warmth or curiosity. I look for people who are naturally attentive, who take pride in small things, and who want to grow. At Park Hyatt Chennai, we do not just look for service skills; we look for a mindset. Someone who understands that luxury is not about being grand, but about being thoughtful.
What new aspirations do you have for the hotel and yourself?
I want Park Hyatt Chennai to continue being a place that feels calm, confident, and inspiring. A place where locals and travellers both feel equally welcome. I’d love to see more storytelling, and more moments that stay with people long after they’ve left. As a leader, I am focused on mentoring the next generation; helping people find their voice in this industry and showing that leadership can be both strong and kind.
What’s your philosophy when it comes to running a successful hotel?
Stay consistent, stay curious, and keep things human. A great hotel is not built in a day – it’s built on how you greet your team each morning, how you listen to a guest’s smallest request, and how you make decisions when no one’s watching. I believe in giving people space to shine, holding high standards, and never losing sight of the emotional side of hospitality.
What, according to you, does it take to become a successful hotelier?
Flexibility, empathy and the ability to stay calm under pressure. You need to care deeply about the people you serve and the people you lead. It is also important to have a sense of humility; you are never too senior to learn, to roll up your sleeves, or to admit when something can be better.
How do you maintain work-life balance?
Balance isn’t always about time; I believe it’s more about being present. When I’m at work, I try to be fully there. When I’m with family, I make them my priority, give that time my full attention. I’ve also learned the importance of pausing, whether it’s an early morning run, a book, or just a few quiet moments. And I encourage my team to do the same, because when we take care of ourselves, we show up better for others.
