A well-known leader in the hospitality industry, Rahul Makhija has over two decades of experience in the hospitality sector. He is currently General Manager at The Park Hotel in Navi Mumbai, one of the first five-star hotels to open operations in the region.
In an exclusive chat with Hotelier India, Rahul Makhija gives us insights into his hospitality journey, guest-driven strategies at THE PARK Navi Mumbai, the future vision for the hotel, and more…
- What triggered your interest in the hospitality industry? Where did it all begin?
My natural inclination towards style, glamour, and sparkle drew me towards the hospitality industry. I vividly recall taking various entrance exams after completing my +2 education, and hotel management was the first one I successfully cleared. From there, my journey at IHM Chandigarh began seamlessly, and with each experience, my passion for hospitality grew stronger. It has always provided me with a silent motivation to persevere and keep moving forward.
- What according to you makes your hotel stand out amongst its contemporaries?
At THE PARK Navi Mumbai, we take pride in offering our guests “Anything But Ordinary” experiences – this sets us apart from our competitors. We are committed to continuously improving our guests’ experience, whether it’s through dining, room stays, or banquet events. Our team stands tall, working together and supporting our associates at every step.
- What are the challenges faced today by hotel management?
The hospitality industry is facing significant challenges in the aftermath of COVID-19, particularly in terms of manpower shortage. Hotel management is grappling with various challenges such as intense competition, guest expectations, staff recruitment and retention, technological advancements, operational efficiency, revenue management, and online reputation management. To overcome these challenges, effective leadership, strategic planning, adaptability, and a strong emphasis on guest satisfaction and service excellence are crucial.
- A message to all the aspiring GMs out there?
Continuous learning is crucial in the ever-evolving hospitality industry. Stay curious, update your skills, and keep up with industry trends. Gain diverse experience in different roles for a holistic perspective. Develop leadership skills by leading by example, fostering teamwork, and prioritizing guest experience. Build relationships with employees, guests, and stakeholders, and embrace innovation for staying ahead of the competition. Balance profitability with sustainability by making environmentally conscious decisions. Stay updated with digital marketing trends and strategies. Remember, continuous learning, including digital marketing skills, is crucial for success as a GM in the dynamic hospitality industry.
- Can you share some guest-driven strategies to ensure repeat visits?
Providing personalized and memorable guest experiences that exceed expectations can leave a lasting impression and encourage repeat visits. Train your staff to provide excellent customer service, empowering them to go above and beyond for guests. Implement a guest loyalty program with tangible benefits to incentivize repeat visits. Respond promptly to guest feedback and show genuine care. Acknowledge special occasions and personalize greetings. Maintain high standards of cleanliness and quality throughout the hotel. Establish effective communication channels and follow up with guests to show appreciation and invite them for future visits. Implementing these guest-driven strategies can foster guest loyalty and encourage repeat visits, leading to the success of your hotel.
- What is your vision for the future of the hotel?
The future of hotels could be defined by seamless integration of technology, sustainable practices, focus on wellness and well-being, personalized experiences, enhanced social responsibility, collaborative spaces and enhanced safety and security measures. Hotels may adopt smart rooms with personalized settings, AI-powered chatbots, IoT devices, virtual reality, and data analytics. Sustainability certifications, eco-friendly practices, and locally sourced food options may become standard. Wellness offerings could include in-room fitness equipment, spa services, and wellness programs. Personalization may involve tailored offers, customized amenities, and local experiences. The hospitality industry is ever-evolving with changing guest preferences, technology, and societal shifts.
- How would you describe your relationship with the hotel in 2-3 words?
I’M THE HOST.
