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. 


Plates that Speak Stories: Chef Altamsh’s Culinary Vision

Plates that Speak Stories: Chef Altamsh’s Culinary Vision

Chef Altamsh Patel

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.


Redefining Hospitality Education: An Exclusive Conversation with Dr. Suborno Bose

Redefining Hospitality Education: An Exclusive Conversation with Dr. Suborno Bose

Dr Suborno Bose

Published on October 1, 2025

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.


Vivek Shukla Redefines Loyalty Through Purpose-Driven Hospitality

Vivek Shukla Redefines Loyalty Through Purpose-Driven Hospitality

Vivek Shukla

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.