Exclusive Interview | Poonam Nair, General Manager, Radisson Resort Hatgad Saputara
/“True success is when guests leave with memorable experiences, employees feel valued and I continuously push my own boundaries to innovate and grow.”
Tell us about your journey. How did it all start?
My journey in hospitality began somewhat unexpectedly. Initially, I had my sights set on a career in mass media or journalism, but when those plans didn’t materialize, I found myself exploring Hotel Management. It wasn’t a calculated choice at the time, but one that quickly became my passion.
Once I enrolled in the program at Rizvi College of Hotel Management, I immersed myself completely in the field. The rigorous training, long hours, and hands-on learning initially felt overwhelming, but I was determined to give it my best. Hard work paid off—I ranked second in Maharashtra state merit in my final year, which gave me the confidence to pursue bigger opportunities.
My breakthrough came when I was selected as a Management Trainee at The Leela Mumbai. It was a defining moment, marking the real beginning of my professional journey. The Leela was a powerhouse of luxury and service excellence, and the experience there shaped my perspective on hospitality. As a trainee, I was exposed to every operational aspect—front office, food & beverage, housekeeping, and sales—giving me a holistic understanding of what it takes to run a successful hotel.
The intense training, high expectations, and exposure to industry leaders gave me a strong foundation and a deep appreciation for guest experience.
That first role was transformative. It was where I learned the discipline, resilience, and attention to detail that would stay with me throughout my career. It also ignited my passion for creating exceptional guest experiences—something that continues to drive me today. From there, my journey evolved organically, with every opportunity adding new layers to my expertise, eventually leading me to leadership roles in sales, marketing, and operations.
You have held key leadership roles in sales, marketing, and operations. How do you balance commercial strategy with guest experience?
Balancing commercial strategy with guest experience is about aligning business goals with customer satisfaction. A successful hotel must not only be financially sound but also deliver exceptional service. I ensure that revenue-driving strategies—whether in sales, marketing, or pricing—always consider the guest’s perspective.
Personalization, seamless operations, and quality service are key. Investing in team training and customer feedback mechanisms helps create a sustainable and profitable guest-centric model.
What are your key priorities as General Manager of Radisson Resort Hatgad Saputara, and how do you plan to position the property in the market?
My priority is to enhance the resort’s performance, strengthen its brand, and position it as a sought-after leisure and event destination. I aim to:
Expand market reach through strategic sales and digital marketing initiative.
Enhance guest experience with curated services and personalized hospitality.
Build strong partnerships with travel agents, event planners, and corporate clients.
Improve operational efficiency to optimize revenue while maintaining service excellence.
Introduce sustainability-focused initiatives to align with evolving consumer expectations.
How did your experience at Radisson Blu Udaipur Palace Resort & Spa prepare you for your current role, and what lessons have you carried forward?
My decade-long tenure at Radisson Blu Udaipur was transformative. I played a key role in making it a luxury destination, hosting high-profile events like the Isha Ambani pre-wedding and the G20 Summit. I spearheaded commercial strategies that grew revenue from ₹35 crore to ₹100 crore. The biggest lessons I carried forward are:
The importance of long-term strategic planning in hospitality.
The power of strong brand positioning in competitive markets.
How collaboration between departments leads to seamless guest experiences.
The need to stay agile and adapt to changing market dynamics.
Sustainability is a growing focus in hospitality. How do you implement eco- friendly initiatives while maintaining operational efficiency?
Sustainability is essential for the future of hospitality. I believe in a balanced approach—introducing green initiatives without compromising operational efficiency.
Some key strategies include:
Energy-efficient solutions like solar power and LED lighting.
Water conservation through smart usage and wastewater recycling.
Reducing single-use plastics and promoting eco-friendly alternatives.
Sourcing local and organic produce to support the community and reduce carbon footprint.
Encouraging guests to participate in sustainability efforts through awareness programs.
Employee engagement plays a crucial role in hospitality. How do you ensure a motivated and high-performing team?
A motivated team is the backbone of any successful hospitality business. I focus on:
Empowering employees with training and career growth opportunities.
Creating a culture of appreciation and recognition.
Encouraging innovation and feedback from staff at all levels.
Ensuring work-life balance to avoid burnout in a demanding industry.
Leading by example with integrity, empathy, and clear communication.
What do you think it takes to succeed in this industry?
Success in hospitality requires a combination of:
Passion & Dedication – The industry is demanding, and genuine passion makes the journey enjoyable.
Adaptability – Markets evolve rapidly, so flexibility is key.
Strong People Skills – Hospitality is all about relationships—with guests, teams, and stakeholders.
Financial Acumen – Understanding business fundamentals ensures profitability.
Resilience & Perseverance – Challenges will come, but a strong mindset leads to growth.
Share with us 5 skills that you think will be critical for a hospitality career in the future.
Digital Marketing & Data Analytics – Understanding consumer behavior and leveraging digital platforms will be essential.
AI & Automation Proficiency – From chatbots to smart reservations, AI is shaping guest interactions.
Sustainability & Environmental Awareness – Eco-friendly practices will define competitive hospitality brands.
Crisis Management & Decision-Making – The ability to handle uncertainties like pandemics or economic shifts.
Personalized Service & Emotional Intelligence – Guests expect tailored experiences, making soft skills invaluable.
How do you think AI will impact our industry? Specific jobs, processes, etc.?
AI will revolutionize hospitality in multiple ways:
Customer Service – AI chatbots and virtual assistants will handle queries efficiently.
Revenue Management – Predictive analytics will optimize pricing and inventory.
Operations Automation – Housekeeping, reservations, and check-ins will become smarter with AI-driven solutions.
Personalization – AI will analyze guest preferences for tailored experiences.
Fraud Detection & Cybersecurity – Protecting guest data through AI- enhanced security measures.
While AI will enhance efficiency, the human touch will always remain vital for exceptional hospitality.
What is the one app/tech solution you would love to see?
I would love to see an AI-driven Integrated Hospitality Management App that connects all aspects of operations—guest reservations, housekeeping, food & beverage, HR, and sales—in one seamless platform. This would allow real-time updates, automate workflows, improve efficiency, and elevate guest experiences while reducing operational overhead.
How do you balance career and home?
Balancing a demanding career with personal life is always a challenge, especially in hospitality, which operates 24/7. Prioritization, delegation and time management play a huge role. I ensure that I set clear boundaries where needed and make time for family and self-care. Building a strong and trustworthy team at work allows me to distribute responsibilities efficiently. Also, building support mechanism with domestic helps to support the household chores is very critical and requires more attention and planning than perhaps managing the work front.
At the end, we all build our career to strive for a happy living. Where the family is comfortable, their emotional and financial needs are taken care.
What is Success according to you?
Success, for me, is not just about professional achievements or financial milestones—it’s about creating a lasting impact. It is the ability to inspire others, contribute to the growth of the industry and build a team that thrives. True success is when guests leave with memorable experiences, employees feel valued and I continuously push my own boundaries to innovate and grow.
