“EQ + PQ + CQ is greater than IQ,” believes Vipin Khattar, General Manager, JW Marriott New Delhi Aerocity. He goes on to explain, “Emotional, Passion and Curiosity Quotients will always take you farther than only Intelligence.” Golden words, indeed! Coming from someone with more than two decades of extensive experience in the hospitality industry, this work mantra should resonate well and deep with every hospitality professional.
Read on, for more such words of wisdom in our interview with Khattar himself, the dynamic hotelier who’s had a tremendously rewarding career journey in the world of hospitality in India and abroad.
- You have spent more than two decades as a hospitality professional in the UK, Middle East and Africa. How does it feel to be back in homeland after a long stint abroad?
It feels like a homecoming, and with JW Marriott New Delhi, I am excited to passionately elevate and solidify the stellar performance of the hotel in the Aerocity sector and the Delhi market. One of my key priorities, currently, is to enrich the strong culture of the exceptional JW treatment for the hotel’s guests.
- What triggered your interest in the hospitality industry?
I did a post-graduate degree in hospitality operations at the IHTTI School of Hotel Management in Switzerland and moved to the UAE post that. I noticed the ‘hospitality’ bug within myself at a very early age. Being the go-getter that I am, I pursued my dream career and landed in Dubai. The fact that I come from a family of doctors and engineers is a lesser-known detail about me. My father, a dental surgeon by profession, was clearly taken aback by my desire to work in the hospitality sector.
My family, being a great example of ‘giving’, instilled the value of ‘helping the community’ and showed us the significance of ‘care’ in our daily lives. The theoretical information I have acquired over the past several years, in my opinion, has inspired me to become a true hospitality expert.
- So, what makes JW Marriott Aerocity stand out from other hotels in Delhi?
The JW Marriott brand caters to travellers from all over the world who are looking for experiences that will revitalize their mind, body and spirit. And the JW Marriott’s ideal location, just eight minutes on foot from the metro and five minutes from the international airport, is a blessing in a city that is frequently congested. It is a special destination because of its outstanding initiatives in embracing a strong sense of responsibility towards the environment, community, and sustainability.
The hotel has spearheaded notable campaigns addressing significant issues, such as the ‘plastic-free’ campaign, which began in 2019 and assisted us in eliminating the use of two million single-use plastic bottles in a year; and the hotel’s ‘clean air’ initiative, which addressed travellers’ concerns about air pollution.
In addition to the outstanding food and beverage outlets that offer immersive dining with specialties from our expatriate master chefs and their teams, our greater catering space of 30,000 sq ft is another factor that makes us stand out.
“The most important strategy for turning a new guest into a repeat guest is to provide the best possible experience, and listen to and work on their feedback.”
Vipin Khattar, General Manager, JW Marriott New Delhi Aerocity.
- The hospitality industry has suffered more than the other markets during the pandemic. What are the services you’ve introduced to get back, especially after the pandemic?
JW Marriott New Delhi has adopted explicit practices and procedures under Marriott International’s Commitment to Clean in our ongoing efforts to redefine luxury with a focus on safety and hygiene. All associates at the hotel are 100% vaccinated with all doses making the hotel a safer abode.
The main focus points are well-defined dining experiences centered on hygiene with medicinal-level precision, which was completely re-engineered with the operating procedures across the hotel backed up with technology and essential intervention. Looking at the pent-up demand, I am optimistic, and I am determined to continue to provide a safe and sanitary environment for our guests and associates.
- What are the main challenges one faces in hotel management? How do you go about resolving any customer dissatisfaction issues?
The need to keep up with the rapid changes in today’s social and political environment is an ongoing challenge. One has to have the right tools and expertise in order to lead the direction especially when the hospitality sector constantly witnesses new market trends.
When it comes to resolving customer dissatisfaction issues, I stress on the importance of departmental cross-training to avoid any blip in the guest experience as it makes our associates well-prepared to resolve multiple issues that our guests may face at the hotel which can cause a hindrance otherwise. Empowerment is an important aspect of guest satisfaction and our associates are empowered across the hotel to take decisions to drive guest happiness and satisfaction.
- Could you share with us some guest-driven strategies to ensure repeat visits?
The most important strategy for turning a new guest into a repeat guest is to provide the best possible experience, and listen to and work on their feedback. Through best-in-class experiences for our customers and enhanced experience tactics, we maximize our lead-to-repeat guest conversion rates. Adding to this, is personalized service to new and existing guests. For example, ensuring that we know about a guest’s most-preferred suite at the time of booking is the kind of personal touch guests look forward to. So we make sure to tick off all the boxes while they come and stay with us again.
- What is your vision for the future of the hotel?
My ultimate vision is to elevate the stellar performance of the hotel by obtaining the proper market share, and solidifying it as a sought-after luxury destination in Delhi NCR.
As the General Manager and a mentor, I strive to provide a safe, fun-loving, positive and supportive space where every associate can harness their intrinsic potential and grow in their respective careers with Marriott. It is crucial for me to ensure that my team of associates grow within the company, and it will make me extremely happy to see them take on bigger roles and responsibilities and drive the brand’s success with their work.
- If you had to pass on one piece of advice to an aspiring hotel GM, what would that be?
Focusing on enhancing the level of curiosity and passion will take you further ahead in the journey of success. An urge to learn adds more value than mere intelligence!
