K Mohanchandran embarked on his journey with IHCL/ the Taj Group in 1989 as a Management Trainee and has been an integral part of the Taj legacy ever since. An alumnus of the Institute of Hotel Management, Pusa, New Delhi, the distinguished hotelier worked across hotel functions and in multiple locations with the Taj Group. He was the Area Director, Udaipur & Jodhpur, and General Manager of the renowned Taj Lake Palace in Udaipur, Taj Wellington Mews in Mumbai, Blue – A Taj Hotel in Sydney, Taj Bengal, Kolkata, and Director, Operations, Taj GVK Hotels.
Now Senior Vice President, Operations, IHCL, Mohanchandran’s strength lies in his thorough knowledge of the industry and his people-handling skills. In a candid chat with Hotelier India, he spills the beans on his success secrets, and what keeps him going…
- Did you always want to be an hotelier? What triggered your interest in the hospitality industry?
I don’t think I had a very clear career path in mind during my school years. A few chance visits to the Ashoka Hotel and the Taj Mahal New Delhi back in the 1980s, got me considering hotels as an option and I opted to join Catering College. The sense of ‘perfection and style’ I noticed then in the restaurants and lobby, the crisp uniforms of the serving staff – all combined to create a ‘pull’ to become part of this industry!
- You embarked on your hospitality career with the Taj, and have been part of the Taj legacy ever since – a dream career for most hoteliers. What has it been like for you? What kept you going?
I was fortunate to get the opportunity to join Taj Hotels as it was then, through the campus interviews in the management training program. It has been thus far, my only employer! The over 30-year journey has helped provide different perspectives. It helped me gain confidence in those early years, found me a life partner, develop some great and lasting friendships, allowed to me work in different geographies and with different cultures, and helped me become a better individual.
- You’re currently Senior Vice President Operations in the East. In terms of excitement and inspiration, what is it that gives you the passion for your role?
Part of the passion comes from people – associating yourself with so many personalities on a daily basis gives me a high. How to manage different types of people, how to create loyalty with customers, all of whom behave differently – that’s part of the excitement of working in the industry in the first place. Learning from people of different age groups and cultures is another aspect. This is one industry that I think provides endless learning opportunities. And finally appreciation; one does get a kick out of hearing how you have made someone’s day! This is true job satisfaction!
- How would you describe your management philosophy?
Hospitality is about caring. My passion is to care for each and every one that comes in touch with me.
- Concepts like sustainability, AI, ESG are the buzzwords in the hospitality industry today. What according to you will drive the growth of hotels in the future?
Yes, all these are increasingly become focus areas. By embracing sustainability, prioritizing ESG considerations, leveraging AI and technology, and catering to the evolving needs of guests, hotels can position themselves for growth and success in the dynamic and competitive hospitality industry of the future.
Many units are already adopting renewable energy sources, reducing carbon emissions, minimizing waste, pushing recycling and so on. In fact, in our flagship Kolkata property, Taj Bengal, we have achieved a milestone by becoming a 100 percent green hotel powered by renewable energy. This achievement advances our transition to a more sustainable and low-carbon future, reducing the CO2 emission by 8,000 metric tonnes annually. We have installed an in-house bottling plant and done away with plastic bottles. Furthermore, we have replaced plastic items such as shaving razors, combs, brushes, and room key cards with eco-friendly alternatives made of wood.
- From your very illustrious career so far, can you share with us moments when you made the impossible possible?
More than making the impossible possible, I think the creation of special moments and memories is important. As for favourite memories, I think one aspect is the opportunity one has to meet and interact with one’s icons – favourite musicians, writers, business leaders, sports’ people. I think this is perhaps the only job that provides this chance on a regular basis.
A favourite moment which is perhaps an example of mitigating an extraordinary challenge was in 2004/ 05 when the Lake Pichola dried up. This was due to a few consecutive years of poor monsoon and to retain the attraction for our guests, the team with support from our corporate office, created a whole campsite on the dried up lake bed – like a royal camp of the past with elephants, camels, horses, shows and artisans showcasing their wares. This has always remained top-of-the-mind. And even today, many of our regular guests remember this!
Again, the manner in which IHCL responded to the challenges arising from the pandemic – pivoting to new businesses that are thriving today in the delivery space, in the home-stay space, how we managed to look after each other, colleagues and guests, are all indelible memories.
- An advice you’d like to pass on to aspiring GMs…
Ours is a 24/7 business and we must be available for our guests and team at any
time. Retain a sense of humour at all times.
