Exclusive Interview | Sumana Bose Choudhary, Director of Sales, The Westin Mumbai Powai Lake & Lakeside Chalet - Marriott Executive Apartments
/“For 2025, my priorities include strengthening The Westin Mumbai Powai Lake’s positioning as a wellness destination for both business and leisure travelers”
With over 14 years of experience across leading hospitality brands, what excites you most about your new role at The Westin Mumbai Powai Lake?
The opportunity to be part of The Westin Mumbai Powai Lake, a brand known for its commitment to well-being, innovation, and exceptional guest experiences, excites me the most. With my background in the hospitality industry, I am eager to leverage my experience to further elevate the brand's presence in the market, especially in a dynamic city like Mumbai, where there is always an opportunity for growth and innovation.
You’ve worked in diverse cities like Bangalore, Mumbai, Kolkata, and Delhi. How do you adapt your sales strategies to meet the unique demands of each market?
Each city has its own unique business environment and customer expectations. In Bangalore, for example, the tech-driven clientele requires a more innovative approach, while in Delhi, the focus might be on luxury and tradition. I adapt my strategies by deeply understanding local cultural nuances, market demands, and customer behavior in each city. By customizing offerings and building strong local relationships, I ensure our sales strategies align with the market’s unique needs.
What innovative approaches do you plan to implement to strengthen The Westin’s position as a market leader in hospitality?
Innovation is key to staying ahead. I plan to introduce advanced digital tools to make guest experiences more personalized and tailored to their needs. Additionally, by expanding on the wellness offerings that The Westin is known for, including immersive health and sustainability-focused experiences, I aim to position the hotel as not just a place to stay, but a destination for holistic rejuvenation.
Having led the launch of significant properties like Kolkata’s first Accor hotel and JW Marriott, what lessons will you bring to your new position?
My experiences with property launches have underscored the importance of thorough planning, clear communication, and collaborative teamwork. Building strong relationships with both internal and external stakeholders is key to a successful launch. Additionally, I’ve learned to be adaptive and proactive in addressing any challenges that arise. These lessons will help me ensure a seamless operation at The Westin Mumbai Powai Lake, while ensuring that we remain focused on long-term growth and brand positioning.
Personalized service is a focus for you. How do you plan to elevate guest experiences at The Westin Mumbai Powai Lake?
Personalized service is all about anticipating and responding to the individual needs of each guest. I plan to integrate more tailored experiences, from wellness programs to bespoke dining options, while leveraging technology to gather real-time feedback. By empowering staff to be attentive and proactive, we can ensure that every guest feels valued and their expectations are exceeded. Creating lasting impressions will be a top priority, ensuring each guest’s experience is memorable and aligned with The Westin’s ethos of well-being and luxury
What role does team motivation and leadership play in achieving sustainable growth, and how do you foster a high-performing sales team?
Team motivation is essential for long-term success. I believe in setting clear goals, providing ongoing development opportunities, and recognizing and celebrating achievements. Building a high-performing team involves fostering a culture of collaboration, trust, and accountability. Regular training and development opportunities will ensure the team remains knowledgeable and motivated. I also believe in open and transparent communication, where team members feel heard and valued, which ultimately leads to improved performance and a more dynamic, engaged team.
What challenges have you faced in adapting to different markets and managing diverse teams, and how have these experiences shaped your leadership approach?
Adapting to different markets and managing diverse teams has taught me the importance of flexibility , agility and cultural sensitivity. One challenge I’ve faced is managing varied expectations across regions—whether it’s different work styles, communication preferences, or customer expectations. My leadership approach has evolved to focus on inclusivity, clear communication, and leading by example to ensure alignment across diverse teams, while embracing each region's uniqueness.
As you balance operational excellence with strategic growth, what are your priorities for 2025 at The Westin Mumbai Powai Lake?
For 2025, my priorities include strengthening The Westin Mumbai Powai Lake’s positioning as a wellness destination for both business and leisure travelers. I plan to focus on enhancing the guest experience, streamlining operations for greater efficiency, and driving growth through innovative marketing strategies. My goal is to build on the Westin brand’s wellness-focused positioning and develop initiatives that resonate with today’s conscious travelers.
What advice would you give to young professionals aspiring to build successful careers in hospitality sales and management?
My advice would be to continuously invest in learning and growth: "Be Curious." The hospitality industry is ever-evolving, so staying adaptable and open to new trends is key. I’d also encourage young professionals to build strong networks, seek mentorship, and cultivate a passion for service excellence. Most importantly, remain patient—success in this field comes through hard work, building relationships, and consistently going above and beyond to meet both guest and business needs.
Looking ahead, how do you envision The Westin Mumbai Powai Lake evolving to meet the changing needs of luxury travelers and the hospitality market?
As luxury travelers' preferences evolve, I see The Westin Mumbai Powai Lake embracing more sustainable and wellness-focused offerings. There will be an increased demand for personalized and seamless experiences. The hotel will likely strengthen its emphasis on well-being, not only through amenities but also through carefully curated experiences that provide guests with a sense of balance and renewal. For example, we are already running an "Urban Resort" campaign that includes activities such as pottery, mandala art, fluid art, and other artisanal experiences. Additionally, we will continue to stay ahead of trends by focusing on digital transformation and guest-centric services to meet the ever-changing expectations of our guests.
