Exclusive Interview with Suresh Menon: Hospitality Trends and More

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Published on October 4, 2023

Introduction

Born into an Armed Forces family, Menon spent the first 15 years of his life in an army unit. After graduating from St. Joseph's Bangalore in Industrial Relations (Personnel Management), he began his career in the hotel industry in 1992. "You don't choose a profession; the profession chooses you," he says, explaining how he ended up in Sales and Marketing. He went for an interview for Personnel Management, but the interviewer asked him if he would like to consider Sales and Marketing. Menon was open to anything and wanted a job, so he accepted. Menon has worked in Sales and Marketing for 31 years now, with some of the top international hotel chains, including Mahindra Hospitality and ITC Hotels. This is his second stint with Le Méridien; he previously worked at the Le Méridien in Bangalore in the mid-1990s. Menon is proud of his foundation in the Armed Forces. He believes that his 31-year career has benefited greatly from his military background. The hotel industry is very regimented, and one must always be prepared to do any task. Chaos is bound to happen, and the Armed Forces taught him how to handle it.

How was the business before COVID and after COVID?

The current scenario can be likened to a system reset affecting various industries. Before the pandemic, businesses were operating as usual, but a profound transformation has since unfolded. The domestic market has taken center stage, spurred by India's 'Atmanirbhar Bharat' initiative, resulting in a surge in domestic activities and remarkable progress. Hotels are no longer solely focused on attracting foreign business; the domestic market plays a pivotal role in achieving our targets. Numerous industries benefiting from 'Atmanirbhar Bharat' have had a positive ripple effect, and as they thrive, so do we. In this symbiotic relationship, hotels stand as a driving force for various industries' growth, particularly the travel industry, which demonstrates its resilience in challenging times.

How is the Chennai inventory placed and how about the demand and supply?

The hotel inventory in Chennai has remained largely unchanged, with no new additions both pre and during the COVID era. However, there are a few notable projects by renowned brands underway along Nelson Manickam Road. Additionally, smaller hotels have sprung up in areas like the IT corridor and elsewhere, responding to rising demand. Occupancy rates are consistently high across all hotels, reflecting the strong demand despite the relatively stable supply. This surge in demand can be attributed to India's growth on the global stage, bolstered by diplomatic relations, the emergence of new startups, and international networks, all of which have contributed significantly to the hotel industry's upward trajectory.

What are the new challenges you face on a daily basis in sales?

Currently, we are not encountering any significant sales challenges, although this situation is likely transient, akin to a passing cloud. If we were to recall today's challenges, the foremost issue would be acquiring the right manpower. In sales, the task of identifying the most suitable resources and nurturing a capable team is paramount, particularly in an emerging market. Moreover, navigating the traffic outside Chennai's metro area and coordinating work that extends beyond the city pose additional hurdles in meeting customer expectations. Effective preplanning becomes crucial in addressing these challenges, and these are the key considerations I can outline for a comprehensive overview.

What is your opinion on brand loyalty?

Brand loyalty plays a pivotal role in any business, particularly in the hotel industry where adhering to brand standards and procedures is of paramount importance. For us, as part of Marriott International with eight hotels in Chennai, customer loyalty holds immense significance. Collaboration within our Marriott fraternity has been instrumental in ensuring our guests' comfort, leading to high customer satisfaction levels. We leverage each other's strengths and selling points, forming a symbiotic relationship. Consequently, we have cultivated a strong and loyal clientele, establishing brand loyalty as one of our core strengths within the Marriott International network.

How about the business forecast for the next 5 years?

We are currently witnessing a substantial surge in domestic business, and the growth of the domestic market appears to be closely intertwined with the foreign market's expansion. Looking ahead, the next five years hold significant promise. Anticipated demand is expected to rise, with minimal changes in the supply landscape – perhaps just one or two new hotels on the horizon. Initiatives like "Make in India" and foreign diplomatic tie-ups are poised to make a substantial impact on the Chennai market. With an international port, a strong defense presence, an international airport, and a thriving industrial ecosystem in every direction, the outlook for the next five years is exceptionally promising in terms of growth and opportunities.

How do you sell this hotel?

Our location is strategically advantageous, situated in proximity to both the airport and the central business district, and we're also conveniently positioned in the emerging business district. This strategic location is of utmost importance to us. Our clientele primarily consists of frequent business travelers who appreciate the brand loyalty of Marriott International. We take pride in providing a personalized and comfortable experience for our guests, catering to their unique needs and preferences.

What types of clientele have you got for this hotel?

As I previously mentioned, our hotel's unique selling points lie in our exceptional location and our valued clientele. We prioritize the retail market, working closely with direct reservations and online travel agents to enhance our retail segment. Additionally, we have established a strong foundation of contracted business. Our attention is particularly devoted to our top 20% of clients, which contributes significantly to our revenue. Furthermore, we have a thriving MICE (Meetings, Incentives, Conferences, and Exhibitions) market, consistently hosting bulk and group business events. These specific clientele segments are our primary focus, and we ensure their needs are exceptionally well taken care of.

This interview is exclusively published on Hospitalitynews.in.

Shaping Colombo’s Luxury Hospitality Landscape: A Conversation with Andreas Streiber

Andreas Streiber

Published on March 1, 2026

In an exclusive interaction with Hospitality News, seasoned hospitality leader Andreas Streiber offered a thoughtful and compelling perspective on leadership, guest experience, and the evolving role of luxury hotels in dynamic city destinations. As the General Manager of Shangri-La Colombo, Andreas brings with him over 25 years of global experience with the Shangri-La Group, shaping his people-first philosophy and deeply rooted approach to service excellence.

Drawing from a career that spans multiple international markets, Andreas reflected on how global exposure has influenced his leadership style. He emphasised adaptability, cultural sensitivity, and empathy as critical elements in managing diverse teams and meeting the expectations of an increasingly global guest profile. According to him, understanding cultural nuances and fostering inclusive team environments are essential to delivering meaningful and authentic hospitality experiences.

Speaking about Shangri-La Colombo, Andreas described the property as more than just a luxury urban hotel. As a landmark development and the first new luxury hotel to open in Colombo in over three decades, it represents confidence in the city’s future as a global destination. He highlighted the hotel’s unique balance of contemporary elegance and Sri Lankan heritage, positioning it as a social and cultural hub for both international travellers and local communities.

Operational excellence remains a cornerstone of his leadership. Andreas shared insights into the importance of strong training programmes, quality control, and the strategic use of guest feedback to ensure consistency across service and performance. He also underlined the role of accountability and teamwork in delivering seamless guest experiences in a large luxury environment.

Food and beverage, he noted, plays a powerful role in shaping a hotel’s identity. By blending authentic local flavours with global culinary influences, the hotel aims to create dining experiences that are both culturally rich and emotionally engaging.

Looking ahead, Andreas outlined his vision for Shangri-La Colombo, one centred on deeper guest engagement, an inclusive and empowered team culture, and long-term leadership in sustainable luxury hospitality.

This insightful exchange offered a rare glimpse into the mindset of a leader shaping one of Colombo’s most iconic hospitality destinations. It was truly a great conversation, and we invite you to explore the complete interview in the Hospitality News March magazine, available on our website and in the physical print edition.

Shreya Malpani on Building the Future of Experiential Entertainment

Shreya Malpani

Published on March 1, 2026

As India’s leisure and entertainment industry enters a more experience-driven era, leadership clarity and operational precision are becoming defining factors of success. In an exclusive conversation with Hospitality News, Shreya Malpani, Director at the Malpani Group, shared powerful insights into how immersive destinations are being built for the modern Indian consumer.

Representing a new generation within the Group’s legacy, she is closely involved with brands such as ImagicaaWorld and Dave & Buster’s in India. Her vision signals a shift from traditional arcade-led formats to integrated, design-forward ecosystems where food, technology, and play converge seamlessly.

At the heart of her leadership philosophy lies clarity of vision and uncompromising experience standards. She emphasised that while multiple formats may operate under one umbrella, alignment in guest experience principles is non-negotiable. For her, strategy cannot remain disconnected from operations. Brand storytelling, team culture and on-ground delivery must move in sync to ensure experience integrity at scale.

Marketing, she explained, must evoke emotion before promoting offers. Campaigns are built around how guests should feel, ensuring that the promise communicated externally is consistently delivered internally. Emotional recall, according to her, is the true measure of brand strength in entertainment.

Reflecting on launching Dave & Buster’s in India, she highlighted a critical learning: global formats must be contextualised. Indian consumers are aspirational yet discerning, requiring a fine balance between international benchmarks and local cultural relevance. Authenticity and operational discipline, she noted, are essential to sustaining credibility.

On balancing creativity with operational excellence, she advocates “disciplined creativity”- encouraging bold ideas within structured systems that protect brand standards. Innovation, when supported by process, becomes sustainable.

Looking ahead, she sees integrated, multi-format destinations, personalization, immersive technology, and community-driven programming shaping the future of leisure in India.

It was a great conversation we had with her, one that reflects ambition, structure, and a clear direction for experiential growth. To explore the complete interaction, read the full feature in the HospitalityNews March Magazine on our website and secure your physical copy for an in-depth industry perspective.

People, Purpose, and Culinary Leadership

Chef V. Bharathan

Published on February 1, 2026

In an exclusive featured interaction with Hospitality News, Executive Chef V. Bharathan offers rare insights into the values and discipline that have shaped his remarkable journey in hospitality. From beginning his career at the very entry level of Food & Beverage service to leading complex culinary operations at Bengaluru Airport’s Terminal 1, his story reflects resilience, consistency, and purpose-led leadership.

Now serving as Executive Chef at Avolta India, Chef Bharathan speaks candidly about the formative years that taught him patience, humility, and endurance, and the mentors who shaped his belief that leadership must be firm on standards yet humane in practice. He also reflects on balancing authenticity and innovation while cooking for fast-moving, diverse traveller audiences, ensuring comfort without compromising culinary identity.

The conversation further explores his pioneering work in fireless and knifeless kitchen systems, developed to enhance safety, efficiency, and team confidence in high-volume airport environments. Equally compelling are his thoughts on inclusive employment, where dignity, trust, and opportunity emerge as the true pillars of hospitality.

This thoughtful exchange goes beyond food, revealing a leader driven by character, discipline, and conscience. It is a meaningful conversation that captures the evolving essence of culinary leadership in India today.

Readers can explore the complete interview in the Hospitality News February Magazine, available on our website and in the physical print edition.