Join us as we explore the leadership philosophies, innovative approaches, and the passion for hospitality that propel Rubin Cherian, General Manager of NHCC & HICC, to drive his team towards excellence and redefine the guest experience.

Meet Mr. Rubin Cherian, the dynamic General Manager at the helm of Novotel Hyderabad Convention Centre & Hyderabad International Convention Centre, whose two decades of experience have solidified his reputation as an exemplary leader in the hospitality industry. With a career marked by successful stints across various Accor properties, Rubin's dedication and hard work have been recognized with prestigious awards, including "General Manager of the Year" by BW Hotelier in 2019. Rubin's visionary leadership is not just about maintaining high standards but also about fostering a culture of collaboration and innovation within his team. His approach to seamlessly integrating technology and sustainability in hotel operations not only enhances guest experiences but also sets a new benchmark in the hospitality industry, illustrating his commitment to pushing the boundaries of excellence and efficiency. Rubin's commitment to excellence and his innovative approach to hotel management are shaping the future direction of Novotel Hyderabad Convention Centre, promising an exciting chapter ahead for the property and its team.

1. As a Cluster General Manager overseeing multiple properties, how do you ensure seamless coordination and collaboration between Novotel Hyderabad Convention Centre and Hyderabad International Convention Centre?

At Novotel Hyderabad Convention Centre & HICC, our commitment to seamless coordination and collaboration between the properties is paramount. We achieve this through a multi-faceted approach that combines effective communication, streamlined processes, and a shared vision for excellence.

First and foremost, fostering open lines of communication among our teams is essential. Regular meetings, both formal and informal, allow us to align our goals, share best practices, and address any challenges that may arise. Additionally, leveraging technology such as digital communication platforms ensures that information flows swiftly and efficiently between departments.

Furthermore, our focus on cross-training and skill development enables team members to seamlessly transition between roles and properties as needed, facilitating a cohesive operational framework. This not only enhances flexibility but also promotes a sense of unity and camaraderie among our staff.

Lastly, maintaining a shared commitment to our guests' satisfaction serves as the cornerstone of our collaboration efforts. By prioritizing their needs and consistently delivering exceptional service across both properties, we create a unified guest experience that sets us apart in the hospitality industry.

In essence, our dedication to seamless coordination and collaboration is not just a strategy – it's a philosophy that guides everything we do at Novotel Hyderabad Convention Centre & HICC, ensuring that each guest enjoys a truly unforgettable stay.

 2. How do you handle customer complaints and ensure that issues are resolved effectively and promptly?

Handling customer complaints promptly and effectively is crucial for maintaining guest satisfaction at Novotel Hyderabad Convention Centre & HICC. Our approach involves a streamlined process focused on attentive listening, empathetic understanding, and swift resolution. Upon receiving a complaint, we promptly acknowledge it and actively listen to understand the guest's perspective. We prioritize empathy, recognizing the impact of the guest's experience. Our team is empowered to find resolution-oriented solutions, whether through offering alternatives or taking corrective actions. We follow up with guests to ensure satisfaction and gather feedback for continuous improvement. As an establishment deeply rooted in Indian hospitality, we embrace the ethos of "Atithi Devo Bhava" (Guest is God), showcasing our commitment to valuing and honoring our guests. Furthermore, recognizing the diverse audience attracted to HICC, including local, national, and international delegates, we incorporate elements of Indian culture into meetings and conferences, offering cultural and locally themed presentations to enrich the guest experience and highlight the rich tapestry of Indian heritage. Our commitment is to turn every complaint into an opportunity to exceed expectations and build lasting guest loyalty, while also celebrating the warmth and hospitality of Indian culture. 

3. How do you prioritize investments in infrastructure, technology, and guest amenities to keep both properties competitive in the market? 

We are constantly focusing on upgrading our properties by making the right investments in technology and infrastructure.  All investments are prioritized based on enhancing guest experience and operational efficiency. Technology investments focus on innovative solutions that streamline processes and enhance guest convenience. Guest amenities are selected based on their appeal and value addition to the guest experience.  

4. In your opinion, what are the key challenges faced by convention centres in today's hospitality landscape, and how do you address them? 

In today's hospitality landscape, convention centres face key challenges including adapting to evolving technology, meeting diverse client needs, and maintaining sustainability practices. At Novotel Hyderabad Convention Centre & HICC, we recognize the importance of staying ahead of technological advancements. We invest in state-of-the-art technology to enhance event experiences and streamline operations.

Furthermore, we understand the importance of catering to diverse client needs. Our versatile event spaces and customizable packages allow us to offer tailored solutions for a wide range of events, ensuring that each client's unique requirements are met with precision and care.

Additionally, sustainability is a core focus for us. We implement eco-friendly initiatives such as energy-efficient practices, waste reduction measures, and sustainable sourcing to minimize our environmental impact.

Through collaboration with clients, agility in adapting to industry trends, and a commitment to sustainability, we effectively navigate the challenges of the hospitality landscape while exceeding guest expectations at every turn.

5. How do you leverage data analytics and guest feedback to identify areas for improvement and enhance the guest experience?

We utilize data analytics to evaluate guest feedback, identifying areas for improvement in the guest experience. By tracking trends and preferences, we prioritize enhancements that have the most significant impact. Leveraging analytics, we pinpoint gaps in service delivery and implement targeted interventions, such as technology integration and staff training. This ensures our efforts are precise and effective, consistently elevating guest satisfaction levels.

Moreover, the alignment between marketing promises and operational delivery is paramount. Online feedback captures gaps swiftly, impacting the guest experience. Hence, it's crucial for the marketing team and operations to collaborate closely from analysis to delivery, ensuring seamless alignment and fulfilment of service promises.

6. As a leader, how do you promote diversity, equity, and inclusion within your teams and ensure equal opportunities for all employees?

As a leader, I champion diversity, equity, and inclusion (DEI) by fostering a culture of respect and belonging at Novotel Hyderabad Convention Centre. I prioritize creating an environment where every team member feels valued and empowered, regardless of their background or identity. This involves implementing policies and practices that ensure equal opportunities for career advancement and professional development based solely on merit. 

Additionally, I actively promote diversity in recruitment efforts, seeking out diverse perspectives and experiences to enrich our team. By fostering a culture of DEI, we not only strengthen our team but also enhance our ability to deliver exceptional service to our diverse clientele.

7. In your experience, what are the key factors for success in managing large-scale convention centres and hotels?

In managing large-scale convention centres and hotels, success hinges on several key factors. Clear delineation of roles and responsibilities, effective communication, meticulous planning, and strong leadership are paramount. Prioritizing guest satisfaction, maintaining operational efficiency, and fostering a positive work culture are crucial aspects. Additionally, adaptability to changing circumstances, innovative problem-solving, and continuous staff training are vital.

On a personal level, I prioritize the well-being and motivation of my teams. I believe in fostering a work environment where employees feel valued, empowered, and motivated to achieve their fullest potential. By ensuring that my teams are content, driven, and supported, I instill a sense of collective ownership and responsibility for delivering exceptional guest experiences. Encouraging teamwork, providing constant motivation, and nurturing business relationships are central to our success strategy.

In the words of Simon Sinek, 'Leaders are not responsible for the job. They are responsible for the people who are responsible for the job.' This philosophy guides my approach, emphasizing the importance of nurturing and empowering the individuals who drive our success.

8. What's one of your favourite memories or experiences from working in the hospitality industry that always brings a smile to your face when you think about it? 

One particularly cherished memory is witnessing a diverse team come together seamlessly during a high-profile event, exceeding expectations in every aspect. Seeing individuals from different backgrounds, talents, and cultures unite under a shared vision of exceptional service reaffirms the power of teamwork and camaraderie in hospitality. It's these moments of collective achievement that truly inspire and bring joy to my role as a leader in managing our expansive convention centre and hotel. Moreover, unlike FMCG, where interactions are fleeting, we are privileged to meet our guests day in and day out. It's our responsibility and honour to ensure we bring a genuine smile to their faces with every service they seek, fostering a lasting connection and leaving a positive impact on their journey with us. 

Furthermore, I believe in the importance of keeping our internal guests, our team members, happy as well. They are the ones responsible for making our external guests happy. Ensuring a positive and supportive work environment where they too experience joy and satisfaction is integral to our success in delivering exceptional hospitality experiences.

9. What's one lesson you've learned from your extensive career in hospitality that you believe every aspiring hotelier or manager should know? 

One lesson I've learned from my extensive career in hospitality is that dedication, perseverance, and adaptability are essential qualities for success. It's not just about finding solutions but about finding the right solutions, even if they require thinking outside the box. Consistency and hard work, complemented by smart strategies, pave the path to long-term success in this industry. Practical hands-on experience and a guest-centric approach are invaluable foundations for aspiring hoteliers and managers. There are no shortcuts; authenticity and passion are key. And, if you're driven by a genuine desire to make a positive impact, success will inevitably follow.

10. As someone deeply involved in the hospitality industry, what's your go-to recommendation for someone visiting Hyderabad for the first time in terms of experiencing local culture or cuisine?

For a first-time visit to Hyderabad, immerse yourself in the essence of the city by exploring its rich culture and cuisine. Begin your journey at the iconic Charminar in the Old City, where vibrant streets come alive with local life. Indulge in the legendary Hyderabadi Biryani at renowned spots like Paradise or Bawarchi, and sip on Irani chai while savouring Osmania biscuits at traditional cafes.

Continue your exploration at the historic Golconda Fort for breathtaking views and a glimpse into the city's past. Delight your palate with Hyderabadi delicacies like Haleem and Double Ka Meetha, tantalizing blends of flavors and spices. End your day with Sufi nights and Qawwali performances at historic dargahs, embracing the spiritual side of Hyderabad.

To experience the city's modernity, venture into the financial district of Gachibowli and upscale neighbourhoods like Banjara Hills and Jubilee Hills. Here, you'll find beautiful buildings, state-of-the-art infrastructure, and a thriving cosmopolitan atmosphere. Don't miss exploring areas like Kokapet with its scenic landscapes and innovative architecture, or marvelling at the seamless connectivity provided by the city's network of flyovers and roads.

In Hyderabad, the contrast between its rich cultural heritage and modern infrastructure creates a unique and unforgettable experience for every visitor.

This interview is Published Exclusively on HospitalityNews.in.