Exclusive Interview | Shuvendu Banerjee, General Manager, Crowne Plaza New Delhi Okhla
/“The spirit of True Hospitality is not a skill set but an attitude of going an extra mile for the guests”
Introduction: Mr Shuvendu Banerjee holds PGDBM in Marketing from Symbiosis Institute of Distance learning, certification from Cornell University and Harvard University Management programmes and is an alumnus from International Institute of Hotel Management. He has also perused the Strategic Leadership course from IIM Ahmedabad. In his leisure time, Shuvendu is passionate about sports, music and driving.
Mr Shuvendu Banerjee brings with him 21 years of operational excellence and business development experience He is a company veteran having spent over 14 years at IHG Group. He moved to this role from Crowne Plaza Cochin where he headed the team as their General Manager and worked very closely with industry partners and the tourism fraternity. Prior to that, he has worked with Crowne Plaza Gurugram and Crowne Plaza Rohini, spearheading Sales & Marketing and Operations. Shuvendu played an integral role during the launch of the Crowne Plaza brand in India and also worked in the pre-opening team of two of the hotels. He follows an open and approachable leadership style and works extensively towards building leaders for tomorrow.
Editor: Tell us about your journey. How did it all start?
I am an alumnus of the International Institute of Hotel Management from where I learnt the core skills of the hospitality sector. My first day at work was with Jaypee Hotels as a Management Trainee in the year 2001. Post that, I worked in various leading hotels chains such as ITC, Radisson where I have worked extensively with Corporates, Embassies and Tourism fraternities to generate business opportunities.
Simultaneously, I up-skilled myself by enrolling in PGDBM course in Marketing from Symbiosis Institute of Distance Learning., This exposure helped me garnering a new approach towards market segments and business management. At IHG, I have spent over 14 years spread across several hotels in the country. Currently, I am working as General Manager at Crowne Plaza Today New Delhi Okhla. Prior to that, I Have worked with Crowne Plaza Kochi, Crowne Plaza Gurugram and Crowne Plaza Rohini, spearheading overall hotel operations with a specialization in Sales & Marketing.
With pride, I share that I played an integral role during the launch of the Crowne Plaza brand in India and also worked in the pre-opening team of two of the hotels. I also hold certification from Cornell University and Harvard University Management programmes which has helped me garner exposure to international standards of working. I have also perused the Strategic leadership Course from IIM Ahmedabad.
Editor: What do you think it takes to succeed in this industry?
Hospitality Industry is one such industry that never sleeps. Every day is a new day with unique experiences and hence quick decision making and flexibility is extremely important. We ask our team members to ‘DARE TO CONNECT’ with our esteemed guests so that they can offer personalized services as per their needs.
The spirit of True Hospitality is not a skill set but an attitude of going an extra mile for the guests. This attitude and passion to serve the guests and take ownership is the most important attribute to excel in the hospitality industry.
Integrity is a very essential characteristic in this process. As an employee, you are representing not just yourself but the brand to the local as well as international guests.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
I judge the candidate basis the fuel in their mindset, passion in their heart and a desire to transform the guest experience. In the new era, it is extremely important to adapt and evolve with changing trends.
Grooming is another very important aspect that I keep in mind while hiring a candidate. For the upcoming aspirants, I would like to say that work place ethics and moral integrity is the foundation basis which they grow in the sector.
Editor: What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?
The approach of collaboration between the experienced hands and young mindsets is what can ‘Make A Difference’ in the true sense. As a trainee, you need to be a good listener and a keen observer of your surroundings. You should be inquisitive to ask questions and confident to offer innovative ideas.
At IHG, we have two programmes namely IGrads and IHosts where we train young talents and groom them for senior roles. We implement a structured training module with regular progress tracking to ensure overall development.
Editor: What are some of the trends you see impacting the hospitality industry?
Crowne Plaza Today New Delhi Okhla has adapted to the new normal with extreme speed and agility. This features implementing revamped standard operating procedures, enhancing cleanliness protocols, analyzing market dynamics, strategizing sales offerings, digitizing communications, upskilling and reskilling manpower and much more.
As the hospitality industry begins to welcome back, we want to ensure that we provide our guests and colleagues with a safe, welcoming and clean environment. Contactless Sanitizer Dispensers have been placed at the hotel entrance. Thorough regular cleaning schedules are being maintained in the premises, especially for high touch point areas. This includes hourly disinfection of equipment, door handles, water dispenser and remote controls.
As a business, we are looking at tapping alternative revenue streams such as Work-cations, Home Delivery and Takeaway to generate profitability.
From the guest point of view, the customers are looking for high safety standards, unique dining experiences, Staycation packages and Instagram-worthy elements. From the employee point of view, up-skilling and multi-tasking are the new success mantra.
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that go into creating your guest experience?
Our team believes in walking shoulder to shoulder with enhanced technological trends. Right from QR code-based menus to digital payments; we have introduced various measures to enhance safety and reduce common touchpoints. We offer seamless internet connectivity and state of the art infrastructure for video conferencing, keeping the needs of business travellers in our mind.
Editor: Things you would like to change in the industry.
I believe the hospitality workforce has worked as front line workers during such unprecedented times. It is extremely important that they receive due recognition and appreciation. The hospitality professionals work extremely hard throughout the year including the festivals and holiday seasons to curate memorable experiences for the guests. Now, it is the time where the fraternity and consumers must support the sector.
Editor: What can we expect in the coming year?
Humans have always been social creatures with an innate desire to explore and connect. Hence, it is natural for people to have a strong urge to travel and strike off their bucket list, especially after a prolonged lockdown. With the market reopening gradually, a lot of travellers are looking to re-book their cancelled vacations.
‘Revenge Tourism’ would be at its peak in the coming months. Staycation at a driveable distance would be the priority of the guests. However, cleanliness and safety would be most important while curating any travel plans.
Another buzzword is ‘workcation. With a large number of Corporates taking work from the home route for the next couple of months, this concept is a boon for people looking to change their work setting and seek creative inspirations.
A full industry recovery will take some time, but we are confident in the steps we have taken to drive demand back to our hotel. Our focus will remain on leveraging the strength of our brands, scale and market positioning to grow forward.
