General Manager Neha Chhabra on positioning JW Marriott Goa as the go-to luxury hotel in the city
INTERVIEW BY SHAFQUAT ALI
Many congratulations on your new role. As someone who embodies the power of women leaders, how does it feel to be one of the very few women General Managers in the country?
It is indeed a great feeling to be a leader and a woman leader at that. But I always feel that at the top it doesn’t matter, it is about the capabilities and the aptitude of the person.
Having said that, you are right, we are currently very few and we need to make sure that we have each other’s back and make sure that we have more of our lot represented. For every bit of hard work put in by a lady, a man needs to put in the equal amount of hard work.
It does feel good and it feels even better to be a part of the JW Marriott team as it is one of the most luxurious brands that Marriott International has, especially as JW Marriott Goa is the 150th hotel in India, opened by Mr. Anthony Capuano, President and CEO of Marriott International. This has created a lot of tremors in the country. It is a very special property and we are looking forward to positioning this hotel in Goa as a flagship brand.
As you are settling into your new job, are there any challenges that you are facing?
I think is always a rollercoaster ride in the first year, especially as it is a new hotel with a new team where synergies take some time to set. It is about alignment and will take its own course of time to settle completely. Like each baby takes their own time to start crawling and then walking, by the time we are one year old, for sure we should be at the stage of running a marathon!
With several competing hotel brands in the vicinity, what are you doing to attract customers?
The positioning of the hotel combined with the location that we are in, Vagator, which is a hugely popular tourist destination is a big draw. JW Marriott Goa is the pearl of Goa, warm yet opulent, where impeccable service blends with inspired moments, creating lasting memories. With our exclusive specialty food and beverage offerings the hotel will strive to be positioned as a social setting where expert craftsmen and tastemakers bring together momentous memories and delightful conversations. The way the hotel is created, the design and décor are spectacular bringing the outside inside with elements of the sea and sand.
We aim to attract the right customer who is looking for an all-inclusive experience where they can get everything within the hotel and the experiences are tailor-made to suit every segment. Our Spa by JW is the best that the city has to offer. There is no hotel which can come close to our spa offering with specialised treatments like the Hammam which is probably the first in Goa.
What, according to you, are the hotel’s USPs?
The biggest USP of this hotel is that this is the first and only fully air-conditioned hotel in the city. We have got an air-conditioned lobby and the entire hotel is connected to give easy access to guests, especially during the monsoons or even during summer when the heat is intense.
The hotel is an all-encompassing hotel where there is something for everyone. An entertainment zone with our Family by JW, a tranquil garden space, JW Garden, a fine-dining venue, Heliconia with Nikkei cuisine by our Peruvian Chef, Arturo Castro Salazar, a casual dining space with Água Pool Bar & Café, the biggest and best breakfast spread at the JW Kitchen, a rejuvenating experience at the Spa by JW and an elegant ball room and a terrace garden, Grande Salão and Salão Terrace for celebrations and conferences.
One can easily spend three days enjoying our hotel without stepping out. In any case, should one opt to step out, beaches and dining options are all just round the corner.
What is your favourite thing about this hotel?
One of the most notable features of this hotel is its thoughtfully designed spaces, which incorporates unique nooks and corners, providing our guests with distinct spaces to enjoy.
The entertainment and gaming zone is another lovely aspect of the hotel as there is something there for everyone from a bowling alley to a golf simulator, billiard and pool tables, VR games or the soft play area for our little guests. Our infinity pool is also a favourite to relax and unwind with one of the best sundowner views. This hotel has been designed to make each area special in its own way with the design, décor and location.
What aspect of the hotel do you think needs to be focused on?
As we are a luxury hotel, positioning the hotel and creating experiences is the focus for us. Customising experiences based on the need of the traveller is our priority as we need to cater to their personal preferences.
Do you plan on introducing any major changes to the hotel?
It is a brand new hotel and we have just launched Heliconia our Nikkei cuisine dining venue. We will keep innovating and offering enhanced experiences.
What are the key steps you are taking to woo new-age travellers?
The way the hotel is built and the offerings that we have curated, it is meant for the new age traveller who understands luxury. Our curated experiences and personalised offerings is custom-made for today’s traveller who is looking for experiential and memorable moments customised especially for them.
We have a robust guest relations team connecting with every guest walking into the hotel, who know exactly what they are here for, what their need is, be it relaxation, celebratory or adventurous. Our marketing is also focused to engage influencer experientials to showcase what we have to offer.
What are the steps you have taken to enhance operational efficiency?
Every business can be successful if the processes are in place. Being from a strong operational background and the fact that we just opened we are focusing a lot on quality and training, aligning with the brand as the hotel has talent from all walks of life.
Are there any surprises in store for guests in the future?
There is something coming up soon in the next few months, you will hear about it.
Given that sustainability is increasingly becoming an important factor deciding for guests these days, what are some green practices that is being adopted by the hotel?
Sustainability is indeed the focus with the hotel recycling 90 percent of STP water, usage of LED across the hotel and dimmers to save power consumption, installation of flow meters which controls the water consumption and a Terry Reuse Program are some of our practices.
We are very aligned with Marriott International’s sustainability practices with Serve360 and have also implemented the residential bath amenity program across the hotel. Going ahead we plan to tie up with various NGOs in our vicinity to support coastal sustainability.
What are you doing to incorporate new tech into the hotel?
We have embraced some new age tech around the hotel like wireless chargers in the rooms and smart televisions with Chromecast. Guests can also avail of the mobile key through the Marriott Bonvoy App where guest can access the rooms with their phone.
What do you look for when new hiring talent?
We look for a great positive attitude when hiring the team, people who are willing to learn and come out of their comfort zone. With our robust training and learning resources we can upskill them so they are future ready.
What are some big goals you are hoping to achieve this year?
Positioning the hotel and creating awareness are some of the goals that we wish to achieve. We should be the go to hotel for anybody planning a stay in North Goa.
What is your mantra for success?
One of the things that I live by is that if one does something, then one should do it whole-heartedly. There is no middle or grey area to do it. For example, if there is something that you wish to implement, do it and ensure that it is in the DNA of the team till it becomes a habit. There is indeed no short cut to success and it comes with a lot of hard work and perseverance.
Why did you choose to become a hotelier?
I stumbled into the hospitality profession by pure chance, as I was all set to start my education in economics. While I waited for my course to start, I joined the hotel management institute for a short stint to use my time gainfully. I enjoyed it so much that I chose this over a career as an economist, never to look back.
How do you maintain work-life balance?
There is nothing called work-life balance and over time it’s a phrase used blatantly by all. If you want to balance work, your personal life takes a back seat and if you want to balance your personal life then work takes a back seat. For me it is about seeing what is important at that point of time and prioritising it accordingly.
What do you do to unwind?
While my son is the best way to unwind and he makes me forget the stress of the day, I do love my me-time. Whether it is unwinding at a spa or salon or even binge watching shows!
