Cars on the hotel driveway are being checked by women guards in uniforms. The front desk and lobby are buzzing with eager lady executives. The restaurant is bustling with smiling, pretty servers busy taking orders. It is women power all the way, and history is being created…
The Westin Hotels & Resorts, part of Marriott Bonvoy’s portfolio of 31 hotel brands, opened The Westin Hyderabad Hitec City in Hyderabad, with the distinctive identity of being an all-women-managed hotel, the first of its kind within the city and the Marriott International portfolio across South Asia.
“We are blessed that Chalet, our ownership company, also shared our values. And when this whole ideation was happening as to how we can make this hotel very special, we, especially the ownership, felt it would be a great idea to have an all-women’s team run the place.”
Ranju Alex, Area Vice President – South Asia, Marriott International.
Woman on Top
And helming this historic milestone is none other than hospitality veteran and visionary Ranju Alex, Vice-President, South Asia, Marriott International. With pride and happiness writ large on her face, Alex is definitely the woman of the moment. She and her ‘gang of girls’ have been working day and night to achieve this breakthrough. And at the launch of their path-breaking hotel today, they just can’t stop beaming…
“We are thrilled to expand the brand’s footprint in Hyderabad with the opening of The Westin Hyderabad Hitec City,” says Alex, adding, “This landmark opening heralds a paradigm shift for the hospitality industry, breaking from the conventional ways of operating. Paired with the Westin brand’s signature programmes, adapted to the needs of the modern traveller, the hotel is set to deliver experiences designed to empower a better you.”
She very fondly remembers 29 years ago when she joined the industry, with barely any women in it. “I was told this is an industry not meant for women by my own family and community. Today, I think all of us stand tall, right? When we take steps like this, it’s very, very heartening,” she tells us.
A Dream-Come-True
Interestingly, the seeds for an all-women-operated hotel were sown six years ago, when Alex opened the JW Marriott at Kolkata with an all-women front desk. “That was the smallest step. And this is a big one,” she says with a warm smile. The hospitality industry, as we all know, is by and large male-dominated, and to have an hotel run entirely by women is nothing short of revolutionary. “Since we were successful in doing one department, I think it was just a matter of recreating the magic in all the other departments. It took us six years to reach from JW Marriott Kolkata to here but it is a dream-come-true moment for all of us!” smiles Alex.
So, what was the exact trigger behind the groundbreaking move? What kind of training and preparation went into making The Westin Hyderabad Hitec City a completely all-women-operated hotel? Hotelier India delves deep and unravels the many answers…
The Trigger
Marriott, as a company, informs Alex, always focused on diversity of all kinds. “Of course, gender takes the biggest place on the table. The percentage of women associates dropping out was much more than men during the pandemic. I think the pressures of being at home with loved ones, travelling under risky circumstances and health risks made them drop out, and we were devastated when that happened. But as a company, we were always open to taking not just small steps, but also big steps towards this. We are blessed that Chalet, our ownership company, also shared our values. And when this whole ideation was happening as to how we can make this hotel very special, we, especially the ownership, felt it would be a great idea to have an all-women’s team run the place.”
A proud Sanjay Sethi, CEO and Managing Director, Chalet Hotels Limited, who was also present at the launch, said, “This ground-breaking initiative is a beacon of empowerment, reflecting our vision for a more inclusive and forward-thinking hospitality industry.”
“This ground-breaking initiative is a beacon of empowerment, reflecting our vision for a more inclusive and forward-thinking hospitality industry.”
Sanjay Sethi, CEO, Chalet Hotels.
The Obvious Obstacles
The first questions, however, that struck them was how does one handle hardcore male domains like engineering or security? “The good thing,” concedes Alex, “was that the ideation happened much in advance, one-and-a-half year ago. So we had enough time to prepare. The only thing that we had to work on was the mental ability to take over physical challenges. The task looked mammoth when we started off. But I think some quick successes gave us the push to move on.” Time, spirit and adrenaline, she adds, were all on their side.
The Preparation
Incidentally, the staff, after recruitment, underwent rigorous training for over six months at the existing Westin Mindspace, in the vicinity, before they could assume responsibilities at the new property. Was finding the right talent pool a challenge too? “Filling up an entire hotel with women staff was a challenge. But the success lay in recruiting people who had the spirit to be a part of this cause and then training them accordingly,” avers Alex.
Hotel Manager Neha Bose, who took on the onus of running the day-to-day show, adds, “I truly believe it is the people who make places. Our agile and well-researched Human Resources team led the recruitment exercise pan India scouting engineering colleges and vocational training centers, notably for lady engineers, valets, and a range of roles that have predominantly been managed by men at hotels traditionally. The recruitment process has been a gratifying one where we interviewed each and every candidate who fit right into their roles with the same passion and enthusiasm as the management had envisioned for the hotel.”
For Bose, however, leading an all-women operated hotel was an opportunity of a lifetime. Though she admits being overwhelmed at the onset, she dived right in to ensure that her all-women team would leave no stone unturned to ascertain they put their hotel on the global map.
Bose also believes that women possess a remarkable ability to confront and conquer numerous challenges with extraordinary ease. On the many challenges that came their way, she says, “Our strength, inner resilience, problem-solving skills, and empathy equip us to tackle any obstacles that come our way. Moreover, it is through these challenges that we find the opportunity to lead the way towards groundbreaking ventures like The Westin Hyderabad Hitec City. With the unwavering guidance and support of a robust and experienced leadership team, we persevered through every roadblock, regardless of its magnitude. On the ground, my team exhibited exceptional zeal and enthusiasm, transforming the journey into an invaluable learning experience that left us feeling fulfilled.”
Protecting the Property
Gujju Arudhra was an aviation security professional with Indigo Airlines before she joined Westin Hitech City as Assistant Loss Prevention Manager. Whether it’s ensuring her guards are patrolling the hotel’s vital check points, monitoring the security cameras in the control room, or liasing with department heads to ensure implementation of safety regulations, Gujju is on her toes most part of the day. Currently, leading a team of 35 security personnel, the hotel’s safety lies squarely on Gujju’s able and strong shoulders and her feisty team.
But Gujju is delighted and honoured to have been chosen part of the mission. Says she, “The big factor that keeps us constantly motivated is that we are the first Marriott hotel in South Asia to be run solely by women.”
Cooking up a Pleasant Storm
From whipping up a variety of cusines to making sure the cooking equipment is in shipshape to offloading truckloads of heavy raw materials themselves, the all-girls’ F&B squad in the hotel is an energetic and enterprising lot. A proud leader, Chef de Cuisine Naina Gupta says she couldn’t have asked for a greater team!
On the day of the launch, she reached the hotel at 4.30 in the morning, only to see her team ready with all the dishes on the menu. “It was the first time I put my girls on the night shift. And I was very happy to see them all done and gung-ho about dishing out their recipes to the guests on the first day of the opening,” says Chef Gupta.
“My girls are extremely independent-minded. Even if it’d take three girls to carry one carton without the help of a lift, they do it themselves, and keep reassuring me with their ‘we are no less’ attitude.”
Chef Naina Gupta.
The only challenge, if any, she sees in her all-women kitchen is that of fixing electrical/ civil issues or offloading/ carrying heavy cartons of cooking stuff. “But my girls are extremely independent-minded. Even if it’d take three girls to carry one carton without the help of a lift, they do it themselves, and keep reassuring me with their ‘we are no less’ attitude,” she smiles.
Maintenance Maidens
Engineering Executive Ayesha Siddiqua studied to be a Java Developer but enjoys fixing electric, plumbing or maintenance issues in the hotel. “Well, nothing is rocket science,” she says confidently, and adds with a laugh, “Besides, this job gives me more exercise.”
The only new experience she’s having is that of guests looking at her with disbelief when they find out that she indeed is the ‘mechanic’ who will set the AC or socket issues right in their room. “Once they see me fix things, they complement me,” she smiles.
Currently overseeing the engineering and maintenance issues in the hotel, Ayesha loves her job and says that she and her team are out to defy conventions and prove it to everyone that hospitality is no longer a man’s world.
The Biggest Challenge
So, while it has been a great start for the ladies, the only hurdle, Alex foresees, is that of retaining talent. “If you really ask me, the challenge would be to keep these ladies going after three or four or five years. The base is always populated, while the top has very few women. So you’ve lost the ladies right in between when family responsibilities overtake their career aspirations. I think the key would be to keep them engaged to keep them going. And it can’t happen with one hotel. This is just a stepping stone, the path has to be traversed. It’s about making more people aware that this is also a possibility. We can’t just be happy with one all-women-run hotel. The idea is to have equality in all spheres. “I met the PM in April, and he was equally proud that we were opening a hotel like this. So I think the country’s focus is also on diversity and empowerment of women.”
On a lighter note, she says, “Now, I’m sure there’ll be more chatter on fashion trends and food than just Manchester United.” At the same time, she also assures that the EQ levels in the hotel will be high. “I feel women have a little more of that than men.” Having said that, she also believes that, “While running a hotel has its own specialization, it’s actually a lot to do with one’s spirit of hospitality, common sense, and some business acumen. If you have these three ingredients, you are good to go.”
Keep Them Coming Back
As the captain of this ship, we ask Bose how she will ensure that her guests keep coming back… To which, she replies, “At Marriott International, we believe in stellar service by creating the most spectacular experience in subtle or grand ways through intensive training. We innately understand that each guest is unique, and believe in customized care and attention. Women are known to be more intuitively and empathetically inclined. With immense confidence in my team and our hospitality, I truly believe we will leave a strong and lasting impression on guests, ensuring they leave, only to return with every stay.”
Cheers to this steely, spunky and sassy gang of women who’re breaking barriers and challenging conventions to create a whole new game plan. One that will inspire more women to follow their heart’s decree and shine…
