With over 23 years of hospitality experience, Ashwni Kumar Goela firmly believes in the growth and development of his team and empowering them to deliver an unmatched guest experience that is instrumental in building guest loyalty and patronage. In an exclusive interview with Hotelier India, Goela shares all about his hospitality journey so far, his management mantras and vision for his brand…
What triggered your interest in the hospitality industry? Where did it all begin?
My interest in this dynamic field was ignited during my academic years when I pursued a Diploma in Hotel Management at the Merit Swiss Asian School of Hotel Management in Ooty in 1999. This educational experience not only provided me with a strong foundation but also exposed me to the diverse facets of the industry.
The allure of hospitality lies in its ability to blend operational excellence with a deep commitment to guest satisfaction. The opportunity to create memorable experiences for guests, manage intricate operations, and lead talented teams greatly appealed to me. Over the years, this passion has only grown stronger as I’ve had the privilege to work with renowned hotel brands, implement strategic initiatives, and contribute to the growth of the industry.
What makes Radisson Blu stand apart from its competition in the region?
The hotel’s proximity to Delhi’s international airport makes it exceptionally convenient for both business and leisure travellers. This strategic location offers easy access to major transportation hubs and the city’s commercial and entertainment districts. With 25 years of true hospitality, the hotel has consistently delivered excellence in every aspect:
Guest Experience: The hotel is renowned for its commitment to delivering exceptional service. The well-trained staff, with a legacy of 25 years in hospitality, consistently goes the extra mile to ensure guest satisfaction, creating memorable experiences.
Focus On quality: From well-appointed accommodations to exceptional dining and attentive service, we prioritize excellence in every aspect of our guest experience, ensuring a consistently superior stay
Empowering the team: Empowering our team is a core principle. We invest in training, encourage autonomy, value open communication, and recognize our team. This approach drives excellence and guest satisfaction at Radisson Blu Plaza Delhi Airport. For the millennials / generation Z team force, we also have a unique concept of “Spot Reward” – Any member of any team is empowered to offer reward bonus in form of cash from Rs 100 to Rs 1,000 to any team members whom they notice doing any good for guest satisfaction. This has improved our Guest Recognition Scores. The spot rewards are regularly claimed by the associates.
People over Profit: The principle of “People over Profit” underscores our commitment to prioritizing the well-being and satisfaction of our guests, employees, and the community above all else. It guides our decisions and actions, ensuring that our hospitality is driven by genuine care and a dedication to creating positive experiences and lasting relationships.
Recognition and Awards: Over the past 25 years, the hotel’s commitment to excellence has been recognized through numerous awards and accolades in the hospitality industry, solidifying its reputation as a leader in the field.
Quality Accommodations: The hotel boasts comfortable and well-appointed rooms and suites, offering guests a relaxing environment during their stay. The variety of room categories ensures that guests can choose accommodations that suit their preferences and needs.
Dining Excellence: With a quarter-century of culinary expertise, the hotel features a range of dining options, from fine dining to casual settings, serving a diverse selection of cuisines.
Meeting and Event Facilities: The hotel offers extensive meeting and event spaces equipped with modern technology. These facilities make it a preferred choice for business conferences, events, and weddings, backed by a legacy of 25 years of successful event hosting.
Commitment to Sustainability: The hotel’s dedication to sustainability practices is noteworthy, with a 25-year track record of responsible operations. Initiatives like energy conservation, waste reduction, and responsible sourcing contribute to its eco-friendly reputation.
What are the main challenges one faces in hotel management? How do you go about resolving any customer dissatisfaction issues?
In the realm of hotel management, challenges can be diverse and dynamic. Some common challenges include maintaining consistently high service standards, ensuring efficient operations, adapting to market fluctuations, and delivering exceptional guest experiences. The key to effectively managing these challenges lies in a combination of proactive strategies and a guest-centric approach.
Regarding customer dissatisfaction issues, our priority is to address them swiftly and effectively. We believe that open communication is crucial. Our well-trained team is empowered to listen to guest feedback attentively, empathize with their concerns, and take immediate action to resolve issues. We strive to turn moments of dissatisfaction into opportunities to exceed guest expectations.
Moreover, a robust feedback mechanism allows us to continuously improve our services and operations. We conduct regular training sessions for our staff to ensure they are equipped with the skills to handle diverse situations gracefully.
In essence, our approach to both challenges in hotel management and customer dissatisfaction centers around a commitment to excellence, continuous learning, and a genuine desire to create memorable experiences for our guests.
Could you share with us some guest-driven strategies to ensure repeat visits?
- The “Yes, I Can” ethos of RHG brand instils a proactive and service-oriented mindset, ensuring they prioritize guest needs and deliver exceptional customer service, ultimately making the hotel more guest-centric.
- Empowered Team – Our team members are empowered to take any decision that a hotel General Manager will take without asking or checking with anyone. This culture ensures immediate corrective measures and service recovery to our guests. This also gives our team a responsible and guest centric approach.
- Guest Delight Champions – We have been able to nominate Guest Delight Champions across all areas who pioneer the guest experience at all levels. We have a robust system of awarding the Guest Delight Champion badge and each team member needs to deliver consistently, same or higher level of service to retain the badge. This brings about a healthy competition and sense of achievement amongst our team members.
- Loyalty Programs: We offer a robust loyalty program Radisson Rewards that rewards frequent guests with exclusive benefits, such as room upgrades, late check-out, and discounts on dining and spa services. These incentives motivate guests to choose our hotel for their future stays.
- Feedback and Improvement: We actively seek feedback from guests during and after their stay. This feedback is invaluable in identifying areas for improvement. We take guest suggestions seriously and use them to enhance our services continuously.
- Surprise and Delight: We believe in surprising our guests with unexpected gestures of appreciation through our WOW Programme. This could be as simple as a welcome amenity in their room or a handwritten thank-you note. These small touches leave a lasting impression.
- Sustainability Initiatives: Many guests today are environmentally conscious. Our commitment to sustainability and eco-friendly practices resonates with guests who prioritize responsible travel choices.
What is your vision for the future of the hotel?
My vision is to stand as a cherished destination within the city, cherished by our guests, valued by our team members, and respected by our stakeholders. This will be accomplished by enhancing the guest experience and providing attentive support to our team, attuned to their needs and aspirations
