Exclusive Interview | Hospitality with Heart: A Senior General Manager's Commitment to Employee and Guest Well-being

Exclusive Interview | Hospitality with Heart: A Senior General Manager's Commitment to Employee and Guest Well-being

Admin

Published on October 1, 2023

In this exclusive interview, we had the opportunity to sit down with Rakesh Parameswaran, Senior General Manager of The Residency Towers, Chennai, where he provides valuable insights into his impressive career journey and his pivotal role at The Residency Towers.

Currently serving as the Senior General Manager of The Residency Towers, Chennai, since March 2020, Rakesh Parameswaran has demonstrated his leadership abilities over three years and seven months in this position. Prior to this, he served as the General Manager of The Residency, Chennai, for nearly three years, where he showcased his proficiency in hotel management. His extensive experience includes a notable stint as the General Manager of The Raviz Ashtamudi Resort & Spa at Raviz Hotels and Resorts. Rakesh has also contributed significantly to The Residency Hotels as the General Manager of Brands for three years and five months. His career includes roles at Mahindra Holidays & Resorts India Limited, Le Meridien (Starwood Hotels & Resorts Worldwide Inc) Bangalore, Taj Hotels Resorts and Palaces, and The Leela Palaces & Resorts. With a strong background in front office management and resort leadership, Rakesh Parameswaran is a seasoned professional in the hospitality industry.

What are your key responsibilities as the Senior General Manager of the hotel, and how do you prioritize them?

My top priority as Senior General Manager is to ensure that every guest has a memorable experience, whether they are checking in, using the restaurant, or attending a banquet. To achieve this, I focus on developing my team and building strong leaders. I also create a positive and fun work environment for my staff, so they can do their best. Additionally, I am responsible for strategizing the hotel's revenue and expense management, as well as overseeing its social media initiatives.

The hotel is divided into eleven departments, including front office, housekeeping, food and beverage services, food and beverage production, finance, and IT services. I oversee the operations of all of these departments to ensure the smooth running of the hotel.

What strategies do you employ to create a positive and inclusive work culture for your staff and to encourage professional growth within your team?

“Hospitality with Heart” is our brand principle, and Caring, Anticipating, Inspiring, and Evolving are our brand values. These values emphasize how we treat our associates within the company.

From the moment a new employee joins our team, we invest in their success. We provide five days of paid onboarding, as well as support for sports, academics, and financial needs. We also offer paternity and maternity leave, and bereavement support. Additionally, our buddy system pairs new employees with experienced mentors who help them adjust and learn.

Can you describe any recent successful initiatives or improvements you've implemented at The Residency Towers to enhance the guest experience?

We have recently opened our renovated rooftop restaurant called The Sky, a beautiful restaurant with an aqua terrace and a sea-side terrace. In the center is our premium bar, Dome.

We provide curated dining experiences, focusing on Oriental, Japanese, and Indian cuisine. Our delectable menu has been curated by our own chef. The ambience is great and the restaurant is a big hit among the crowd. We have also recently been awarded the Times Now Food Award for the restaurant. It is good to see that certain processes and research we did is working out well and our guests are liking it and appreciating it.

We also recently opened the club floor, which offers executive assistance for guests, similar to a butler operations program. We have boys and girls from hotel schools who joined us for this program. These assistants take care of the guests completely, right from check in to check out. This program has also received good reception from our guests.

Can you share any examples of unique guest experiences or memorable events hosted at The Residency Towers?

Events are an integral part of any hotel, but what makes them truly exciting are the families who want to surprise their loved ones. We are always happy to help our guests plan surprises, and we recently had the pleasure of hosting a 25th wedding anniversary celebration for a couple who were completely unaware of what was in store for them. The couple's children came to the hotel and planned everything in secret. They even went home as if nothing had happened, so their parents wouldn't suspect anything. We then picked the couple up from their residence and threw them a surprise party at the hotel. The little details of the evening were truly special, and it was clear that a lot of thought and care had gone into planning the celebration. We were honored to be a part of this special occasion, and we were thrilled to see how happy the couple was. On another occasion, we had the pleasure of hosting a completely vegan wedding for 300 people. This was a challenging task, but we were excited to rise to the occasion. We worked with the couple to create a custom menu that featured delicious and creative vegan dishes. We also served tea and coffee with almond milk, which was a big hit with the guests. We are always looking for new ways to challenge ourselves and to provide our guests with unique and memorable experiences. We are grateful for the opportunity to work with families and couples to create special events that they will cherish for years to come.

In a diverse and dynamic city like Chennai, how do you tailor the hotel's offerings and services to meet the needs of a broad range of guests?

When showcasing Chennai to guests, we first consider their expectations and then develop a menu, room designs, and experiences that will exceed them. For example, we serve coffee the way it is traditionally served in Chennai, by pouring the hot beverage between two glasses from great heights until the heat subsides. This seemingly small gesture infuses the Chennai culture into the guest experience, making it more authentic and memorable.

Are there any mentors or role models who have had a significant influence on your career or leadership style? If so, can you tell us about them?

The hotel industry provides the unique opportunity to meet leaders from all walks of life. I have been humbled by the opportunity to meet Mr. Abdul Kalam, whose demeanor and leadership have had a profound impact on me. Other industry leaders who have inspired me include Mr. Prabath Varma of the Taj Group of Hotels, Mr. Kush Kapoor of the Roseate Group of Hotels, Mr. Vijay Mohan of Club Mahindra, and Mr. Vijay Golrahalli. Each of these individuals has taught me valuable lessons about leadership and service excellence.

What do you find most rewarding about being the Senior General Manager of The Residency Towers?

As a Senior General Manager, I have the privilege of meeting people from all walks of life, each with their own unique requests and aspirations. Whether it's a corporate event, a wedding, a social function, or a romantic candlelit dinner, we are here to help our guests create memorable experiences. It is immensely satisfying to see the smiles on their faces when we deliver on our promises and exceed their expectations. Another rewarding aspect of my role is developing the next generation of leaders within my hotel. I find it both humbling and inspiring to mentor and coach my team members, helping them to reach their full potential.

This interview is exclusively published on Hospitalitynews.in. 


Bakul Pednekar on Building a Workplace Where People Feel Heard, Valued & Empowered

Bakul Pednekar on Building a Workplace Where People Feel Heard, Valued & Empowered

Bakul Pednekar

Published on July 1, 2025

Bakul Pednekar, the Director of People and Culture at Four Seasons Hotel Bengaluru, is on a mission to create more than just an excellent place to work, he’s building a workplace where people feel truly heard, valued, and empowered. With over two decades in hospitality, Bakul brings global perspective and local sensitivity to shaping people strategies that go beyond roles and hierarchies.

Under his leadership, Four Seasons isn’t merely positioning itself as a luxury brand but as a people-first organisation where careers are nurtured with intent and care. From tackling pressing industry challenges like talent shortages and rising attrition, to developing skillsets tailored for an increasingly luxury-focused market, Bakul is aligning long-term growth with evolving industry needs.

He’s also made learning a cornerstone, with a dynamic mix of digital modules, classroom sessions, soft skills workshops, and mentoring that not only upskill teams but also instill confidence and curiosity. Initiatives like the lively “Four Teams” programme, where employees compete in everything from wellness activities to culinary contests have added a spirited, collaborative edge to engagement, strengthening bonds across departments.

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For Bakul, leadership is inseparable from culture. By embedding empathy into management training, encouraging open dialogue, and fostering psychological safety, he’s ensuring Four Seasons remains a place where people feel respected and inspired to grow.

As he puts it, “We position ourselves not just as a luxury brand, but as a people-first organisation where careers are nurtured with purpose.”

Want more?
Read our full interview with Bakul Pednekar in our website e-magazine to see how Four Seasons Hotel Bengaluru is creating a future-ready, values-led hospitality workforce and what that means for the industry at large.


Faisal Nafees on Elevating Lonavala: More Than a Stay, It’s a Soulful Journey

Faisal Nafees on Elevating Lonavala: More Than a Stay, It’s a Soulful Journey

Faisal Nafees

Published on July 1, 2025

Faisal Nafees, the General Manager of Radisson Resort & Spa, Lonavala, is on a mission to make luxury travel more meaningful. With over two decades in hospitality, Faisal combines global experience with a passion for creating authentic, people-first spaces. Under his leadership, this picturesque hill-station resort isn’t just offering stays, it’s crafting soulful getaways that linger in memory.

From the start, Faisal has focused on turning Radisson Lonavala into a true destination. He’s brought a global eye for operational excellence to this uniquely local setting, ensuring the resort stands out not only for its comfort but for experiences that connect guests with the very spirit of Lonavala.

For leisure travellers, there are immersive wellness retreats set against the tranquil Sahyadris and signature culinary journeys like the Khema Dinner: a regal feast under the stars inspired by Maratha traditions, brought to life with organic produce from the resort’s own gardens. Meanwhile, corporate guests enjoy thoughtfully curated MICE experiences that balance productivity with relaxation, proving that even business trips can be enriching.

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Sustainability is a cornerstone here. As a Hotel Sustainability Basics verified property, Radisson Lonavala blends eco-conscious architecture with a commitment to local sourcing, waste management, and reduced plastic use. The result is a stay that feels both indulgent and responsible, something today’s discerning guests increasingly seek.

Looking ahead, Faisal and his team are raising the bar even higher. Guests can look forward to new luxury villas for more private escapes, Lonavala’s first rooftop sky lounge promising panoramic views and vibrant dining, and wellness collaborations that transform weekends into holistic rejuvenations.

As Faisal puts it, “Ultimately, our aim is to make Radisson Lonavala more than a place to stay, it is a destination where every visit is meaningful, every detail is intentional, and every guest leaves with a sense of warmth, care, and authenticity.”

Want more? 

Read our full interview with Faisal Nafees in our website e-magazine to see how Radisson Lonavala is setting new standards for luxury in the hills.


Where Elegance Meets Experience: Pranav Rungta’s Nksha Journey

Where Elegance Meets Experience: Pranav Rungta’s Nksha Journey

Pranav Rungta

Published on June 30, 2025

Every great dining destination begins with a story and at Nksha, one of South Mumbai’s most celebrated fine-dining addresses, that story is steeped in the timeless elegance of Bombay’s golden era. In a Hospitality News July edition exclusive, we sit down with Pranav Rungta, Co-founder and Director of Nksha, and Vice President of NRAI Mumbai Chapter, who gives us a glimpse into how nostalgia, innovation, and heartfelt hospitality converge to create something unforgettable.

Pranav’s journey in hospitality began in 2007 with Garden of Eden in Pune, but it is through Nksha that his philosophy has truly found form. At its core, Nksha is a tribute not just to a city, but to the soul of Indian hospitality. From Art Deco-inspired interiors to reimagined North Indian classics, Pranav explains how the past and present harmoniously coexist to shape an experience that’s as aesthetically rich as it is emotionally resonant.

He walks us through Nksha’s defining moments, like the success of the thoughtfully curated High Tea menu, which emerged not just from trend-watching, but from keen observation of the city’s shifting rhythms and cultural needs. It's this commitment to relevance that defines Nksha’s innovation rooted in tradition, yet constantly evolving.

Design and cuisine, Pranav shares, are treated not as separate aspects, but as chapters of the same story. From vintage lighting to the crockery on the table, everything at Nksha is about crafting a narrative that guests feel part of one that unfolds with each bite and every glance around.

Beyond the restaurant, Pranav’s influence in the National Restaurant Association of India (NRAI) allows him to mentor emerging talent and contribute to a growing culture of culinary exploration across India.

As for what lies ahead? Pop-ups, potential expansion, and newer ways to surprise guests yet always with a clear intent to stay true to Nksha’s essence.

 It was a pleasure to explore the mind behind Nksha in this enriching conversation. Dive into the complete interview in the July edition of Hospitalitynews magazine, available on our website and in print.