Exclusive Interview | Saurabh Khurana, Executive Assistant Manager - Sales & Marketing, The Lodhi, New Delhi
/“Would like the industry to get back to normal and serve guests with a smile without fear.”
Tell us about your journey. How did it all start?
With a degree in Hotel Management followed by Master of Business Administration, I started my career with the Oberoi Hotels & Resorts in operations and later moved to sales and marketing.
During my experience of 17 years, I have worked across multiple industries and leading hospitality brands including Leela Palaces, Hotels & Resorts, and Starwood, in various formats of hospitality sales and marketing. My last role was of National Lead - Hotel Products at FCM Travel Solutions, where I was leading the sourcing, acquisitions, marketing and authored a 100-page guide for my 1100 colleagues at FCM India. I currently helm the sales and marketing for The Lodhi, New Delhi; the ARR and REVPAR leader in the city.
What do you think it takes to succeed in this industry?
Change is practically a guarantee within the hotel industry, and you must be able to adapt quickly and effectively. Whether it’s a sudden shift in market conditions or a gradual change in guest preferences, hotels must be able to identify change and act promptly.
Hospitality is ever-evolving because of new markets, new technology, and so forth. You need to stay alert continuously so you can implement strategies as per the dynamic conditions.
What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
Passion, drive and competitiveness are the key attributes I look for. Empathy is another vital quality; it shows that the person knows how to feel what the customers feel and can anticipate their wants. If someone wants to step into sales, they should most importantly be persistent. Top salespeople constantly seek to explore new avenues. Their hunger doesn’t diminish in the time of business being slow; instead, it challenges them to find inventive ways to get to the goal.
4. What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?
Trainees should make the most of their time at the hotel as this is a very important developmental stage before beginning a career in the hospitality industry.
While getting to work in close association with operational departments and acquire hands-on experience in different aspects of managing a hotel, they should use this opportunity to gather as much practical knowledge as they can. This can also be a win-win situation for hotels as they are always on the lookout for bright, young talent who can think innovatively.
What are some of the trends you see impacting the hospitality industry?
Hospitality today has evolved as there is a new paradigm of expectations that guests have. The new Y and Z generations have a different set of needs and wants as compared to older generations.
Standardization is no longer the norm; instead “personalization” has become the key driver in hospitality and it is now critical to tailor the services to the individual preferences of guests.
The industry has also become more digitalized. Technology has become increasingly important in the way hoteliers manage their services and control many aspects of the guest experience.
Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience?
The Lodhi has implemented best-in-class technology to enhance the guest experience; this includes the introduction of ‘GuestFolio’ through which we have designed a unique personal preference menu for our guests. This lets them choose everything from the preferred style of service (“pampering” to “discreet”), pillows, newspapers, bath amenities, mini-bar menu, to complimentary indulgences such as reflexology massages or aromatic baths drawn on arrival, and more, enabling us to deliver a highly personalized stay.
We also have an instant communication system for glitch management and have deployed the ‘Knowcross’ tool for our managers which allows them to track guest movements, log and track guest complaints/ requests, and view guest profiles and histories on the move.
Two things you would like to change in the industry.
Would like the industry to get back to normal and serve guests with a smile without fear.
What can we expect in the coming year?
Given the unprecedented pandemic the world is facing right now, hotels are currently working on revisiting and enhancing their safety and hygiene protocols. In the coming months, they will have to focus on adapting as per the changes in traveller behaviours, consumption patterns and expectations.
