The April ’23 Cover Story features Corporate Communications’ Heads of successful Hotel groups and their insightful journeys in the industry.
Kirti Dhingra, Associate Vice President – Public Relations & Corporate Communications, IHCL, is one such dynamic leader. Read all about her hospitality voyage so far…
The Trigger
“Though hospitality was not on my radar, after graduating from Delhi University, I joined the two-year management program at Taj pulled in by the Tata name. I am fortunate that the company has some wonderful leaders who mentored and guided me in the direction that my potential lay in. I fell in love with IHCL and the hospitality industry. It’s now been 25 years and this is the only company I have ever worked for.
“Communications is a versatile field and essentially a creative job that fits me just right.”
My biggest strength
“My biggest strength is the ability to stay calm in any situation, cut through the clutter and zero in on what needs to get done while taking everybody along in a collaborative manner.”
Trends that shape communications in hospitality
“The industry in India has evolved manifold in the last few decades. With the ever-increasing hotels and brands across segments and locations, dramatic transformation of the media landscape and the changed consumer trends, the role of corporate communications and public relations is broadening beyond the traditional.
“From a handful of newspapers and magazines a few years ago, today the media universe is much broader with electronic, digital and social channels. With the rise of the internet and social media, digital marketing has become a critical component of hospitality communications. This, in turn, has also magnified the crisis becoming larger very quickly. Reputation management has taken a new meaning and is a round-the-clock activity.
“On the other hand, the new and widely available platforms give you the flexibility to build advocacy and shape narratives much better than before. With increasing globalisation, we are also dealing with international media at the same time and crafting messages for different geographies. IHCL, being a listed company, business communications with stakeholders including financial and media analysts is also transforming with new available channels of engagements.”
My most challenging, and rewarding moments
“Like the most of us at IHCL, the 26/ 11 terrorist attacks were the most challenging moments of my career. As the PR head of The Taj Mahal Palace, Mumbai, my personal experience of undergoing an unprecedent challenge of that nature and coming out on the other side was a defining moment.
“Tajness is embedded in our DNA and I witnessed it first-hand during these times. Every single employee went beyond the call of duty to look after the guests and each other. I would like to think the learnings from this period saw us through the COVID challenge.”
A day in my work life
“From deliberating on messaging for company’s strategic vision, media engagements, working with our agency partners, driving stories, issue and crisis management to bringing regional and hotel teams together for corporate projects, the day is filled with multiple priorities.”
The best thing about working for an organisation like the Taj Group
“IHCL’s legacy, its brand equity in the marketplace, and its unique culture sets it apart and I consider it a privilege to work for the group. It has provided avenues for growth and supported me through multiple roles and responsibilities in my long career here. Starting with hotel operations, corporate sales and marketing to now corporate communications, I have learnt the ropes with the finest in the industry.
“IHCL’s rapid growth and expansion, launch of innovative new businesses and industry leading initiatives gives one many exciting opportunities; there is never a dull day!”
The Taj, to me, is
“As India’s largest hospitality company, IHCL is world renowned for its eclectic hotel portfolio and best in class performance. The iconic ‘Taj’ brand being recognised as the World’s Strongest Hotel and India’s Strongest Brand, is testament to its 120-year legacy of impeccable service and genuine warmth. IHCL has been on a journey of accelerated transformation with consecutive quarters of industry leading growth, expansion and profitability.”
