With over 20 years of experience in the hospitality industry, Varun Chhibber is at the helm of The St Regis Mumbai, the most iconic hotel in Marriott International’s myriad portfolio in India. In a candid chat with us, the dynamic hotelier divulges what triggers his passion, his management style and more…
- What triggered your interest in the hospitality industry? Where did it all begin?
I first entered a luxury hotel when I was 16 years. That very moment I knew that this was going to be my world for the rest of my life. The spectacular lobby, stunning flowers, happy faces and purposeful walk of the employees won my heart. It was love at first sight and I stayed in love with hotels, ever after.
- What, according to you, makes St Regis stand out among its contemporaries?
St Regis stands out for its rich heritage and legacy. I say this with utmost humility that the brand is incomparable and stands tall for its residential luxury elements and the touches of its world class rituals. No other brand in the world is as focused and committed to its heritage and rituals as St Regis. All luxury hotels provide comfortable beds and indulgent showers but St Regis takes you to the era of Astors in New York and the lifestyle of the gilded age.
The first hotel on the planet to offer butler services in 1904 was just the first step towards the most extraordinary service design and experiences. Over 120 years, St Regis has gone on to redefine the residential luxury from the arrival experience, evening rituals, personalised butler service, trend setting F&B and above all, warmth of a home. The hosts truly make each day: Exquisite.
“Enthusiastic and meaningful welcome, spotlessly clean rooms, prompt yet friendly service, progressive and a listen-in approach topped with a heartfelt farewell guarantees repeat visits. The single-most impactful experience is the quality of food with simplicity of service.”
Varun Chhibber, General Manager, The St Regis Mumbai.
- What are the main challenges one faces in hotel management? What is your style of resolving any customer dissatisfaction issues?
Hotels are a complicated business to run as hundreds of human beings are servicing and interacting with thousands of our guests, each day and in real time. It’s like the biggest orchestra on the planet playing the richest symphonies. Even if one of the musicians is off track, the whole orchestra could look mediocre.
Add to that cultural, lingual and regional diversity of our global guests who are staying in the best hotels the world has to offer. The guest expectations are personal and the biggest challenge a luxury hotel has is to deliver the personal preference in an institutional fashion to bring consistency and sustained excellence.
My approach to resolving any guest issue is by being transparent, honest and humble. My biggest teachers are my guests and everything I have learnt in my career has been via my dialogues with my guests. They just have to feel your genuine heart and utterly honest voice. Once you can deliver that, no guest leaves unhappy. They want to be heard and they wish for the corrective action to be tangible. This combination is the ‘Brahmastra of hospitality’.
- Could you share with us some guest-driven strategies to ensure repeat visits?
Enthusiastic and meaningful welcome, spotlessly clean rooms, prompt yet friendly service, progressive and listen-in approach topped with a heartfelt farewell guarantees repeat visits. The single-most impactful experience is the quality of food with simplicity of service.
- What is your vision for the future of St Regis?
St Regis is established as the trend-setting luxury beacon of India and it would continue to dominate the Indian market by deploying innovation in guest experiences, warm and friendly service and unmatchable F&B experiences. The next five years would see this hotel not only dominate the terrain but also inspire the industry at large to try new concepts, develop guest- friendly technology and have the best talent India has to offer at all levels .
If you had to pass on one piece of advice to an aspiring hotel GM, what would that be?
Be yourself, completely original and unique in your own way. Learn each day and teach each day.
A quick rapid fire round
• What brings a smile to your face at work? Happy hosts at my hotel.
• And a frown: Repetitive failures of any nature.
• Your work philosophy: Enjoy the journey, laugh a lot and leave an original trail of your work style. Your work ethics have to be remembered long after you are gone.
• The single best quality your staff can possess: Smile and warmth, they are not available in any store to be purchased. Guests can see it and they can feel it.
• One prediction for change you expect in the hotel industry: Hotels will work with 60% of the staff that they have today and the 60% staff would have to be paid 40% better than today. It’s inevitable.
