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Published on March 1, 2024
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.
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Published on October 1, 2025
In an exclusive feature with October edition of Hospitalitynews magazine, Chef Altamsh Patel, Director of Culinary at Hilton Mumbai International Airport, shared insights that reveal not only his passion for gastronomy but also the philosophy that drives his success. His journey is a testament to how unexpected paths often lead to extraordinary destinations.
When asked about his defining moment, Chef Altamsh reflected on his early life where his parents wished for him to become a doctor. Yet, destiny had other plans. Drawn into hotel management and eventually the kitchen of the Taj, he discovered a true sense of belonging. “What began as honoring my parents soon grew into a lifelong love, reminding me that sometimes the unplanned path becomes the one we cherish most,” he shared.
Speaking about innovation and tradition, he noted, “At Hilton Mumbai International Airport, balancing innovation with tradition means sharing a part of our heart with every guest.” To him, food is storytelling, an art that surprises guests while honoring culture.
Chef Altamsh also underlined how food creates cherished memories. Whether in restaurants, banquets, or in-room dining, he and his team strive to ensure every plate carries love, passion, and culture, making each meal unforgettable.
On sustainability, his commitment is firm. From locally sourced ingredients to Hilton’s Travel with Purpose mission, practices like waste-to-fertilizer initiatives, cage-free eggs, and glass bottles redefine responsible luxury dining.
As a mentor, Chef Altamsh believes in nurturing creativity, humility, and resilience among young chefs, ensuring excellence remains a collective effort. Looking ahead, he expressed excitement about India’s micro-cuisines and Peruvian influences, combining authenticity with multi-sensory experiences to shape the future of luxury dining.
It was truly an inspiring and enriching conversation with Chef Altamsh Patel. For the complete feature, explore the Hospitalitynews October Magazine, available on our website (E-Magazine) and as a physical copy.
In a world where hospitality is constantly reshaped by technology and global collaboration, few voices carry as much authority and vision as Dr. Suborno Bose, the Founder-Chairman and Chief Mentor of the International Institute of Hotel Management (IIHM) and Indismart Group Worldwide. Over the last 25 years, he has established Asia’s largest chain of premier hotel schools with campuses across the globe, while spearheading innovations that redefine the very essence of hospitality education.
In an exclusive feature for Hospitality News, Dr. Bose takes us through a riveting journey of ideas and insights. He reveals how AI-powered platforms like NamAIste – IIHM HospitalityGPT, the world’s first AI model for the service sector, are reshaping the way students learn, blending technology with empathy to create leaders who are both digitally fluent and emotionally intelligent.
Adding to this, he speaks passionately about the Global Knowledge Sharing Declaration on AI in Hospitality, which began with 50 countries and now includes over 60 nations. This initiative, driven by IIHM, has created a collaborative framework for integrating AI literacy, ethical practices, and equal access to education worldwide.
As the conversation deepens, Dr. Bose introduces us to his philosophy of “High Tech, Higher Touch,” a principle that balances cutting-edge digital tools with the timeless warmth of human connection. He emphasizes that while AI can anticipate preferences and streamline service, true hospitality lies in the smiles, gestures, and conversations that make every experience memorable.
From the International Young Chef Olympiad (YCO) to initiatives like the Food Soldier programme, Dr. Bose continues to nurture global talent while embedding sustainability, cultural respect, and innovation at the core of hospitality. His long-term vision is clear: to position India as a hub for compassionate, intelligent, and inclusive hospitality leadership.
This inspiring exchange with Dr. Bose is more than an interview, it is a window into the future of hospitality, where technology and empathy walk hand in hand.
For the complete interview and exclusive insights, dive into the Hospitalitynews Magazine October Edition- available now on our website and in print. Don’t miss your chance to be part of this transformative dialogue shaping the future of hospitality.
Published on September 1, 2025
In today’s world of hospitality, where loyalty programs are often defined by free nights, discounts, and upgrades, The LaLiT Suri Hospitality Group has chosen a different path, one that blends guest rewards with social good. In an exclusive conversation with Hospitalitynews, Vivek Shukla, CEO of the Group, offered rare insights into how luxury and purpose can converge to create a new standard for the industry.
With more than 35 years in luxury hospitality and two decades shaping The LaLiT’s vision, Shukla is widely known for his people-first approach and strategic foresight. His leadership during the pandemic, marked by initiatives that supported frontline workers and vulnerable communities, underscored his conviction that hospitality is about much more than service, it is about responsibility.
This ethos is at the heart of the Group’s new loyalty program. Unlike traditional models, this initiative empowers guests to transform everyday indulgences into acts of giving. Partnering with Points for Good, The LaLiT allows loyalty members to channel their points towards diverse causes ranging from child education and sustainability to LGBTQIA+ empowerment. Shukla describes it as a shift “from transactional exchanges to purposeful, meaningful connections”.
The innovation lies in embedding impact seamlessly into daily guest interactions. Shukla believes that over time, members will begin to associate loyalty not only with luxury but also with generosity and social change. “When routine stays or meals become part of something greater, it fosters a culture of care and giving back”, he says.
Perhaps most compelling is the vision behind it: small contributions from thousands of guests, collectively sparking a wave of impact across India. By aligning hospitality with social responsibility, The LaLiT is rewriting the future of loyalty, one that is not just about repeat business but about emotional connection and shared purpose.
Our conversation with Vivek Shukla was both inspiring and thought-provoking, challenging the industry to see loyalty in a whole new light. For the complete interview and exclusive insights, dive into the Hospitalitynews Magazine September Edition- available now on our website and in print. Don’t miss your chance to be part of this transformative dialogue shaping the future of hospitality.
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