In this exclusive interview, we sat down with Vikas Sharma, the Area General Manager who steers the helm of hospitality excellence at Courtyard by Marriott, Surat.

Vikas Sharma is an accomplished hospitality professional currently serving as the Area General Manager at Courtyard by Marriott in Surat. With over two decades of experience, Vikas excels in driving sales and enhancing profitability in competitive markets.

Vikas's career highlights include significant contributions to Gujarat JHM Hotels, part of Auro Hotels, and AURO University Facility Management. He has played a key role in major projects such as the Convention Centre, JW Marriott Surat, Golf Club, and Golf Course, collaborating with renowned entities like Smallwood Stewart, HBA-Hirsch Bedner Associates, and Troon.

Known for his strategic acumen and integrity, Vikas consistently surpasses budgetary targets while maintaining precise financial records. His self-motivation, resilience, and innovation have led to significant organizational success, including the opening of numerous full-service hotels across various cities over the past 25 years.

Currently based in Surat, Gujarat, Vikas continues to lead with excellence, driving his organization’s vision and setting new benchmarks in the hospitality industry.

What strategies would you implement to enhance guest satisfaction and loyalty within the competitive hospitality market of Surat?

At Courtyard By Marriott Surat, our strategy for enhancing guest satisfaction and fostering loyalty in Surat's competitive hospitality market is focused on personalized experiences, exceptional service, and community engagement.

We prioritize personalized guest experiences by understanding individual preferences through robust profiling systems, ensuring every interaction is tailored to their needs.

Exceptional service is fundamental to our identity. We invest in training programs to empower our staff to exceed guest expectations, creating memorable moments at every touchpoint.

Seamless booking and check-in processes, along with diverse culinary options, further elevate the guest experience, while loyalty programs offer exclusive benefits and rewards.

Feedback mechanisms are in place to continuously improve, and we actively engage with the Surat community through partnerships and sustainable practices, reflecting our commitment to being more than just a hotel.

In essence, at Courtyard By Marriott Surat, we aim to create exceptional experiences that inspire loyalty, making us the preferred choice for travelers seeking unforgettable moments in Surat's hospitality landscape.

How do you prioritize and allocate resources effectively to ensure the smooth operation of various departments within the hotel?

At Courtyard By Marriott Surat, our approach to resource allocation revolves around understanding departmental needs, fostering collaboration, and maintaining flexibility. We start by listening to our team members and managers to gain insights into their requirements. From there, we work together to develop comprehensive plans that consider budget constraints, staffing levels, and upcoming projects. Communication is key, as we encourage open dialogue between departments to ensure resources are utilized effectively. Regular monitoring of performance allows us to adjust as needed, while investing in training and development ensures our team is equipped to maximize resources. Ultimately, our goal is to create a seamless operation that delivers exceptional experiences for both guests and staff, positioning Courtyard By Marriott Surat as a preferred choice in the competitive hospitality market.

In what ways do you foster a culture of teamwork and collaboration among staff members to achieve operational excellence?

At Courtyard By Marriott Surat, nurturing a culture of teamwork and collaboration is foundational to our operational excellence. We prioritize open communication, encouraging dialogue and idea-sharing across all levels of the organization through regular meetings and feedback sessions. Our shared goals and vision unite staff towards a common purpose, fostering a sense of belonging and commitment. We actively promote cross-departmental collaboration, breaking down silos to leverage diverse expertise and perspectives. Recognizing and appreciating team efforts are integral; we celebrate achievements and individual contributions, fostering motivation and morale. Investing in training and development programs further strengthens teamwork, with initiatives focused on communication, conflict resolution, and leadership skills. Leadership sets the tone by exemplifying collaborative behaviours, inspiring staff to work together effectively. Through these efforts, we cultivate an environment where every team member feels valued and empowered, driving operational excellence and delivering exceptional experiences at Courtyard By Marriott Surat.

How do you stay updated with industry trends and incorporate innovative practices to drive revenue growth and profitability?

We prioritize staying ahead of industry trends and embracing innovative practices to drive revenue growth and profitability. To achieve this, we're deeply engaged with the pulse of the hospitality sector. We regularly connect with industry peers, attend conferences, and participate in forums to exchange insights and gather inspiration. Additionally, we keep a keen eye on technological advancements relevant to our field, leveraging tools and platforms that enhance guest experiences and streamline operations. Our team members are encouraged to contribute ideas and experiment with new approaches, fostering a culture of innovation and continuous improvement. By staying informed, collaborative, and adaptable, we ensure that Courtyard By Marriott Surat remains at the forefront of the hospitality industry, delivering exceptional experiences and driving sustainable growth.

Describe your approach to developing and executing a comprehensive sale and marketing strategy to attract both corporate and leisure guests to the hotel.

Our sales and marketing strategy aims to attract both corporate and leisure guests through a comprehensive approach. For corporate guests, we emphasize our modern facilities and business-friendly amenities, leveraging partnerships and customized packages. Leisure guests are enticed by our luxurious accommodations, culinary offerings, and recreational facilities, promoted through targeted campaigns and partnerships. Collaboration between sales and marketing teams ensures alignment and effectiveness in messaging and execution. We prioritize guest satisfaction and loyalty, delivering personalized experiences to encourage repeat visits and positive referrals. Continuous monitoring of market trends and guest feedback informs our strategy adjustments, ensuring agility and responsiveness to evolving needs. Our goal is to create a compelling value proposition that resonates with both segments, driving occupancy rates, revenue growth, and maintaining Courtyard By Marriott Surat's reputation as a premier hospitality destination.

How do you effectively manage and mitigate operational risks, such as security concerns, health and safety regulations, and environmental sustainability, within the property?

At Courtyard By Marriott Surat, ensuring the safety, security, and sustainability of our operations is a top priority. We take a proactive and comprehensive approach to manage and mitigate operational risks effectively.

First and foremost, we prioritize the safety and security of our guests and staff. Our property is equipped with state-of-the-art security systems, including surveillance cameras and access control measures. Trained security personnel are on duty 24/7 to monitor and respond to any potential threats or incidents.

In terms of health and safety, we strictly adhere to all regulations and guidelines set forth by local authorities and Marriott International standards. This includes rigorous cleaning and sanitation protocols, staff training on safety procedures, and regular inspections to ensure compliance.

Environmental sustainability is also a key focus area for us. We have implemented various initiatives to minimize our environmental impact, such as energy-saving measures, waste reduction programs, and the use of eco-friendly products and materials. Our goal is to promote sustainability awareness among both guests and staff, encouraging everyone to contribute to our environmental efforts.

What's your favorite aspect of working in the hospitality industry, and how does it motivate you in your role as the Area General Manager?

One of the most fulfilling aspects of working in the hospitality industry is the opportunity to interact with guests from diverse backgrounds and cultures. Every interaction presents a chance to learn something new and gain insights into different perspectives.

Engaging with guests allows me to hear their stories, learn about their travels, and understand their unique experiences. Whether it's a family on vacation, a business traveler attending a conference, or a couple celebrating a special occasion, each guest has their own story to share.

Meeting people from around the world is incredibly enriching. It's fascinating to hear about their home countries, traditions, and customs. These interactions not only broaden my understanding of different cultures but also foster a sense of connection and camaraderie.

This Interview is Published Exclusively on hospitalitynews.in.

In this feature, Ar. Anil Badan, Founder and Principal Architect at Studio B Architects shares insights on technology in the hospitality sector, boosting efficiency and guest satisfaction in hotels.

Ar. Anil Badan, the visionary founder of Studio B, has made significant strides in the field of hospitality design, transforming his humble beginnings into a story of success and innovation. Originating from a small town in Jammu, Ar. Badan's journey into the world of architecture began with a strong affinity for design, which he pursued with unwavering dedication despite numerous challenges.

Ar. Anil Badan's career is punctuated by significant milestones that underscore his talent and dedication in architecture. He gained recognition with Cloud Nine, Kolkata's pioneering nightclub project, followed by the successful creation of Ramada Plaza in Varanasi. Winning the interior design project for Dynasty Restaurant in Gurugram showcased his competitive edge. His work impressed industry leaders in Mumbai, leading to a crucial opportunity in Dubai, marking a turning point in his international career. Throughout, he has remained committed to creating accessible, functional, and aesthetically pleasing spaces, reflecting his perseverance and creativity in the architectural realm.

Under Ar. Badan's leadership, Studio B has rapidly climbed the social ladder, taking on high-profile clients and making a significant impact in the hospitality sector. His creative and innovative mindset has been instrumental in the firm's success, and his projects reflect his dedication to excellence in design.

How do you approach balancing the integration of smart technologies with the overall aesthetic and ambience of a hotel or resort environment?

The key to including smart technologies with aesthetics lies in the idea of integrating them appropriately into the overall design. Firstly, the design should prioritise an unobstructed and clutter-free look. Smart lighting controls and entertainment systems should be included in the room’s design. Hidden design or built-in devices help to maintain a balanced look in the design, aligning with a minimalist look in design. Additionally, selecting technologies that complement the existing decor is essential. From programmed lighting solutions to smart music, each feature can enhance the ambience of the room. Collaborating with designers and tech experts can ensure a seamless integration and balanced style.

In what ways do you see smart room automation systems evolving in the near future, and how can these advancements further improve guest satisfaction and operational efficiency?

Advancements in Artificial Intelligence (AI) and machine learning will make their way into the design, efficiently adapting to the guest's preference. This will personalise the experience and minimise the manual effort. Further, IoT devices will add to the idea of smart rooms, allowing them to control more amenities in a single interface. From adjusting room temperature and lighting to ordering room service, it allows guests to enjoy the convenience and control over their environment. Moreover, enhanced connectivity and data analytics gather insights and offer solutions based on their preferences and behaviours.

With the increasing emphasis on sustainability in the hospitality industry, how do you incorporate eco-friendly practices into the design and implementation of smart technologies?

Smart technologies can enhance the idea of sustainability in the hospitality industry by elevating the impact of energy efficiency. Integrating energy-efficient fixtures and devices can be an inception to the same. Smart low-performance processors, LED lighting, and smart thermostats can reduce the overall footprint of the hotel. Moreover, renewable energy sources like solar panels and wind turbines integrated with IoT can save power and provide energy for seamless operations in the hotel. Using sustainable materials in construction can also align with environmental stewardship, reducing the carbon footprint of the hotel.

Data privacy and security are paramount concerns when it comes to implementing smart technologies in hotels. How do you ensure that guest data remains protected while still delivering personalised experiences?

Securing data in hotels is a key aspect when it comes to integrating smart technology. Begin with robust encryption that prevents unauthorised access and ensures that information is sensitive and confidential. Implementing a segmented network further isolates the guests’ data from other systems. Using strong authentication mechanisms and access controls allows only authorised personnel to access sensitive data. Additionally, conducting regular security audits and continuous monitoring can detect and respond to suspicious activities promptly. Implementing intrusion detection systems (IDS) and intrusion prevention systems (IPS) can offer enhanced security.

Can you share your thoughts on the role of artificial intelligence and machine learning in shaping the future of hospitality design, particularly in terms of personalised guest services and operational optimisation?

Artificial Intelligence and machine learning are changing the guest experience in hotels. These technologies analyse data and behavioural patterns, offering solutions according to their needs. For instance, smartphone-equipped AI can adjust lighting temperature, and entertainment options based on individual preferences. Machine learning algorithms can also streamline the check-in process, anticipate maintenance needs, and improve inventory management, ensuring a seamless guest experience. Additionally, AR and VR technologies offer immersive experiences along with real-time data on locality and other required data.

As the hospitality industry continues to evolve, what emerging trends do you foresee in the integration of smart technologies, and how can designers stay ahead of the curve to meet evolving guest expectations?

One of the rising trends is the inclusion of voice-control systems for a better experience. Assistants like Amazon Alexa or Google assistants are becoming central for a smart room design. Another trend is the aspect of sustainability and energy efficiency. Smart lighting systems and energy management systems enhance convenience and promote eco-friendly living. Integration of health and wellness technologies like air quality monitors and smart fitness equipment are making their way into hotel rooms, reflecting the idea of holistic wellness.

This Interview is Published Exclusively on hospitalitynews.in.

In this exclusive interview with Mr. Christopher Baker, we delve into the strategic leadership strategies, sustainability initiatives, and culinary innovations driving success at COLORS OF OBLU's award-winning resorts, OBLU Xperience Ailafushi and OBLU SELECT Lobigili.

How do you ensure that each property maintains its unique identity while still aligning with the overall brand values of the COLORS OF OBLU brand?

Every resort within COLORS OF OBLU brand is individually unique to its own with OBLU SELECT Lobigili being an adults-exclusive private island, that was recently crowned as the No.1 Luxury Hotel globally AND No.2 Hotel in the coveted Tripadvisor Travellers’ Choice Awards 2024, outshining its own remarkable achievement last year as the world’s ‘Hottest New Hotel.’

OBLU Xperience Ailafushi and OBLU SELECT Lobigili share access to Only BLU, the largest under-ocean restaurant in the Maldives. OBLU Xperience Ailafushi is a colourful resort that caters to all kinds of travelers with a plethora of activities for everyone to explore. In the Maldivian language of Dhivehi, ‘Aila’ means family, and ‘Fushi’ means Island while the Fushi Plan is designed in such a way that it creates a free-spirited Maldivian holiday experience for the modern travellers - be it family, friends, or couples.

OBLU SELECT Lobigili leans towards a serene, romantic escape. From colourful sunsets to exotic under-ocean dining at Only BLU, from snorkelling at the marine-rich house reef to relaxing in the garden spa, you really have it all here. However, both properties uphold the COLOURS OF OBLU'S core values of being Vibrantly Colourful, Genuinely Authentic, and Refreshingly Friendly. OBLU SELECT Lobigili is an adult-only island that caters to only adults for an ultimate serene and private setting, where one can sink into unmatched comfort in your haven of elegant luxury.

With both properties being located within proximity to Malé International Airport, how do you manage logistics and transportation to ensure a seamless arrival and departure experience for guests?

To ensure a seamless arrival and departure experience for the guests we have dedicated team members from airport representatives to the transportation team to guide the guests throughout the journey and for any assistance they may require till they arrive at the resort. Also, to enhance their experience we offer contactless app-based check-in by using the resort QR code, therefore guests can complete the arrival formalities prior to their arrival.  We also believe that clear communication channels and efficient logistics planning between teams, it help us to streamline the process without any hassle.

As the General Manager of two distinct properties, how do you prioritize resources and initiatives to address the specific needs and challenges of each resort?

As the General Manager responsible for managing two distinct properties, my primary goal is to ensure that our guests have an exceptional experience during their stay. To achieve this goal, I work closely with my experienced cluster team to evaluate the specific needs and challenges of each resort. 

The cluster team analyses guest feedback, satisfaction rates, market trends, and competition to gain a deep understanding of the unique needs and challenges of each property. Based on this analysis, we develop detailed plans that are designed to optimize guest satisfaction and ensure that each resort is operating at peak efficiency. 

Our plans include a range of initiatives, such as staffing and training programs, marketing strategies, and capital investments. We prioritize these initiatives based on the specific needs of each resort, which allows us to allocate our resources effectively and efficiently. 

One of the keys to our success is our proactive planning approach. We plan up to guests ahead, which allows us to stay ahead of the curve and anticipate potential issues or challenges. This allows us to take corrective action before any problems arise, minimizing disruptions and ensuring that our guests receive the highest level of service possible.

Ultimately, our goal is to ensure that each and every guest has an unforgettable experience that exceeds their expectations. By prioritising our resources and initiatives based on the specific needs of each resort, we are able to achieve this goal and maintain our reputation as a leading destination for travelers.

With OBLU SELECT Lobigili having a significant majority of women employees, could you elaborate on the initiatives in place to empower and support women in the workforce, particularly within the context of the Maldivian hospitality industry?

COLOURS OF OBLU is a strong advocate for women's empowerment in the Maldivian hospitality industry. It's reflected right at the leadership level, with four out of eight General Managers being women. We actively support female employees through mentorship programs, leadership training, and flexible work arrangements. Additionally, OBLU SELECT Lobigili Resort has taken conscious steps to have women in its workforce. 

Sustainability is increasingly important in the hospitality industry. Can you share some initiatives implemented at both resorts to minimize environmental impact and promote responsible tourism practices?

We implement sustainable practices across the CORE pillars of Community, Operations, Resources, and Environment. For instance, we organize under-ocean marine tours for school students from nearby local islands. Held at Only BLU Under Ocean restaurant, the sessions are conducted by an In-house Marine Biologist. Kids identify fish and corals, connecting with the country’s fragile ecosystem. 

We also invest in renewable energy, with the two resorts currently operating a renewable energy system boasting a capacity of 1222.59 kWp, comprising 712 panels across 16 roofs. Since transitioning to solar power (as of 2023), the resorts have generated 2,664,613 KWh of energy. This translates to 725,628 liters of diesel saved due to solar power. 

We've implemented several initiatives, such as repurposing plastic food racks into shoe racks and transforming Styrofoam boxes into planters. We also actively seek local suppliers to reduce our carbon footprint and support the Maldivian economy.

Given the tropical island setting, fresh seafood is often a highlight for guests visiting the Maldives. How does each resort incorporate locally sourced seafood into their menus?

We recognise that offering locally sourced seafood is essential for providing our guests with an authentic dining experience that celebrates the natural flavours and culture of the Maldives. To achieve this, while designing the menus, we prioritise dishes showcasing local fish and seafood and conduct rigorous quality control checks to ensure that only the highest quality seafood is selected for our menu. 

By working with local fishermen, we also support the local fishing community and promote sustainable fishing practices. Our talented chefs then use their culinary expertise to create innovative and flavourful dishes that showcase the natural flavours and textures of each seafood variety. We take great pride in presenting our guests with a diverse range of seafood options, including local favourites such as tuna, mahi-mahi, and red snapper. 

In addition to offering exceptional culinary experiences, we also recognise our responsibility to promote sustainability and minimize our environmental impact. As such, we are committed to reducing food waste and implementing eco-friendly practices in our kitchen. 

Overall, our goal is to provide guests with the highest quality seafood available while also supporting the local community and promoting sustainable practices.

Both resorts likely cater to international guests with diverse cultural backgrounds. How do you ensure that the hospitality and service standards at each property accommodate the cultural preferences and expectations of your global clientele?

We analyse the guest mix ahead of their arrival to determine their cultural background and preferences, including dietary restrictions and food allergies. Based on this analysis, our expert chefs tweak the menu to cater to the varying tastes of our international guests. Our menu features an extensive selection of dishes from the Indian Ocean, Asia, and International Cuisine, guaranteeing that we provide a comprehensive culinary experience that meets our guests' cultural expectations.

Moreover, we provide extensive cultural and language training to our teams, which helps them to communicate effectively and respectfully with our guests from diverse cultural backgrounds. This training helps to foster an environment of mutual respect and understanding, which contributes to enhancing the overall guest experience.

Could you share your vision for the future of both OBLU Xperience Ailafushi and OBLU SELECT Lobigili, and how you plan to continue delivering exceptional guest experiences and driving success for these properties?

We have established a comprehensive feedback system, where we routinely collect and analyse feedback from our guests. We understand that the key to success lies in our ability to actively listen and respond to the needs and expectations of our guests. 

We also have weekly “Think Tank” sessions to identify areas where we can improve guest experience, and we work closely with our team to develop and implement improvement strategies.

This Interview is Published Exclusively on hospitalitynews.in.