Pioneering Modern Hospitality at Hyatt Centric Juhu Mumbai with Shilpi Khanna

Pioneering Modern Hospitality at Hyatt Centric Juhu Mumbai with Shilpi Khanna

Admin

Published on May 3, 2024

Shilpi Khanna, the General Manager of Hyatt Centric Juhu Mumbai, brings over two decades of expertise in the hospitality industry. 

As the General Manager of Hyatt Centric Juhu Mumbai since October 2023, Shilpi leads the hotel with dedication and passion, ensuring the highest standards of guest satisfaction and operational efficiency. Prior to her current role, Shilpi served as the Director of Operations at Conrad Bengaluru.

With a strong background in hotel management, Shilpi has also held significant positions at JW Marriott Mumbai Sahar and The Oberoi Rajvilas Jaipur. At JW Marriott Mumbai Sahar, she served as the Director of Rooms, overseeing the entire rooms division operations with a focus on guest satisfaction and quality standards. Similarly, her role as Executive Housekeeper at The Oberoi Rajvilas Jaipur showcased her expertise in maintaining hygiene standards, managing laundry operations, and overseeing landscaping activities.

Throughout her career, Shilpi has demonstrated a keen eye for detail, exceptional customer service skills, and a commitment to driving operational excellence. Her leadership has been instrumental in achieving success across various hotel properties, earning her recognition and accolades within the industry.

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What motivated you to join the team at Hyatt Centric Juhu Mumbai, and what aspects of the hotel's vision and ethos resonated with you as a hospitality professional?

The Hyatt Centric brand represents two key concepts: being at the center of the action and being well-informed. It's about immersing yourself in local shopping and dining, experiencing the vibrant energy of the area, and discovering hidden gems with the help of our knowledgeable staff. Located in the bustling entertainment hub of Juhu, our hotel caters to guests who are influencers and travel enthusiasts. While they may be well-traveled, they still rely on local insights to enhance their experiences and share with others.

I was drawn to Hyatt Centric because of its reputation and location. The brand's commitment to caring for its employees deeply resonated with me. At Hyatt, we prioritize the well-being of our team members, ensuring they have the support they need to thrive.

In-the-now: Hyatt Centric embodies modernity, sophistication, and global awareness. We aim to ignite curiosity, stimulate discussions, and cultivate a strong desire for exploration among our guests.

Lighthearted: Our approach is vibrant, carefree, and optimistic. We infuse every moment with joy and playfulness, incorporating unique elements and clever details to enchant our guests.

Adventurous Spirit: We foster a spirit of curiosity, spontaneity, and liveliness. While embracing local culture, we also encourage venturing off the conventional path to uncover memorable experiences worth sharing.

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As someone with extensive experience in the rooms division, how do you prioritize guest satisfaction while ensuring operational efficiency? 

As hoteliers, our primary focus is guest satisfaction. However, achieving this isn't solely about monetary investments. The attitude and training of our team are crucial factors, and often, small, thoughtful gestures can greatly enhance guest satisfaction. Being a small boutique hotel, we take pride in delivering personalized experiences tailored to each guest. Yet, operational efficiency remains paramount, especially in a smaller establishment. We constantly seek ways to optimize efficiency without sacrificing the quality of the guest experience.

Training and mentoring team members are crucial aspects of your expertise. How do you approach developing talent within your team, particularly in a fast-paced environment like the hospitality industry?

Today's Generation – Gen Z, has a plethora of options, unlike our own experiences upon graduation from hotel school. Their attention spans are shorter, and brand loyalty is less prevalent. What truly matters is cultivating an engaging workplace environment where continuous learning is prioritized. Personally, I place great value on building meaningful connections and take pride in mentoring numerous individuals over the years. While we may not communicate frequently, I am confident that whenever they face career challenges, I will be their first point of contact for guidance and support.

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Given your background in standardizing processes, can you discuss when you identified inefficiencies in hotel operations and implemented effective solutions to streamline processes?

I firmly advocate for implementing processes and procedures rather than relying solely on personnel-driven policies. This simplifies operations and provides the team with clear guidelines for handling various situations, empowering them to make immediate decisions without waiting for approval from senior managers. The true measure of success for any department lies in its ability to function seamlessly, akin to a well-oiled machine, even in the absence of direct supervision from department heads.

As the General Manager of Hyatt Centric Juhu Mumbai, what efforts do you employ to differentiate the hotel in a competitive market and attract discerning guests? 

As a modern luxury hotel, we embody contemporary hospitality, providing immersive experiences for curious explorers seeking adventure and authenticity. Located in the bustling Juhu Neighborhood, our hotel serves as a lively hub easily accessible from all parts of the city, including the airport, local railway stations, business districts, and iconic filming locations.

At Hyatt Centric Juhu, we treat every guest like a celebrity, offering personalized attention from our dedicated team. Our young colleagues are praised for their warm hospitality, and our rooftop swimming pool offers stunning views of the sea, with one of the city's best sunset vistas.

Our restaurant, Sesame, has garnered numerous accolades, including the recent Times Award for Best Newcomer Restaurant. Guests often visit specifically to savor our Japanese cuisine. Alongside our exceptional offerings, I am fortunate to lead a talented team dedicated to crafting unforgettable experiences for our guests.

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How do you stay updated with the latest trends and innovations in the hospitality industry, and how do you incorporate them into your hotel's operations?

The hospitality industry in India is evolving rapidly, especially with the integration of technology. I take pride in being part of the Hyatt team, where we have access to Hyatt Ideas, a platform for learning and training among colleagues across the continent. We exchange best practices and innovative ideas that enhance operational efficiency and guest satisfaction. Additionally, I am involved in various professional groups where we share insights on emerging trends and innovations. Staying updated with changes in the hospitality sector is crucial, so I frequently engage in discussions with industry peers and explore ways to adapt and implement new ideas in my current role.

Your anticipation for welcoming guests to the new Japanese restaurant, Sesame, at Hyatt Centric Juhu Mumbai, is palpable. Could you share more about the unique culinary offerings and ambience that guests can expect at Sesame, and how you aim to elevate their dining experience to make them feel #LikeACeleb in the vibrant city of Mumbai?

At Sesame, our specialty restaurant offers a modern take on Asian cuisine, mainly Japanese. We aim to create an exciting experience for our guests with flavorful dishes. Since launching our new menu in October, we've received fantastic feedback and even won three awards. Led by Chef Rahul Shrivastava, Sesame guarantees a culinary adventure with dramatic food presentations and crafted cocktails at the bar.

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Currently, we're celebrating the Sakura Matsuri festival, showcasing cherry blossoms' season in Japan with special décor and menu. We also host various monthly activities like sushi rolling classes and painting workshops to combine food and art uniquely. Next month, we're introducing a special mango menu with a Japanese twist for summer.

Our Sesame bar offers an intimate setting to enjoy drinks while watching live sports. Our team is always ready to provide insider tips and engage in great conversations over well-crafted cocktails. If you prefer fresh air, our alfresco area is perfect for enjoying chilled beer and refreshing summer cocktails.

Our entire food and beverage experience is designed to bring the #theatreofflavours to life, ensuring a memorable dining experience for our guests.


Chef Vijay Pandey Talks Technology, Tradition, and the Future of Food Delivery

Chef Vijay Pandey Talks Technology, Tradition, and the Future of Food Delivery

Vijay Pandey

Published on May 1, 2025

Chef Vijay Pandey is not your typical chef. With roots in five-star hospitality and global culinary experiences, he now helms the kitchen innovation at Rebel Foods, India’s leading cloud kitchen network. As the Corporate Chef, he is the creative force behind multi-brand strategies that serve millions of customers every month.

“Each phase of my journey—luxury hotels, cruise liners, flight kitchens—taught me the value of precision, consistency, and authenticity,” shares Chef Vijay. These diverse experiences have equipped him to lead in the fast-paced world of food tech. At Rebel Foods, his mission is clear: deliver restaurant-quality meals at scale, without losing flavor or soul.

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With a portfolio that spans everything from Indian classics to international flavors, Chef Vijay ensures every brand under Rebel Foods retains its unique identity. “Every dish goes through rigorous R&D, pilot tests, and customer feedback loops. That’s how we maintain authenticity while pushing culinary boundaries,” he explains.

His global exposure has played a key role in shaping today's menus. He’s excited by the rise of fusion cuisine and personalized dining. “Consumers now crave stories on their plate—Korean burgers with Indian spices, or Mediterranean flavors with local ingredients. We’re here to make that happen,” he says.

Behind the scenes, it's a blend of tech and taste. AI-powered tools help optimize recipes and predict trends, but the heart of innovation still lies with the chefs. “Technology brings scale and efficiency, but it’s the human touch that brings flavor and emotion,” he adds.

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When it comes to delivery, every element is engineered—from packaging to plating—to ensure meals retain their restaurant appeal. “Recipe engineering and constant feedback are key,” he explains, adding that real-time data from over 350 kitchens help maintain quality at every touchpoint.

A strong advocate for wellness and mindful eating, Chef Vijay brings his passion for yoga into the culinary world. “We prioritize clean ingredients, sustainable sourcing, and balanced meals. Good food should nourish the body and the spirit,” he says.

From pioneering Lebanese menus at Manchester United Café Bar to building Faasos’ iconic burger wraps, Chef Vijay’s journey reflects creativity grounded in operational expertise. But perhaps his proudest achievement is shaping the future of food delivery in India—one bold flavor at a time.

Hungry for more insights from India’s top culinary leaders? Stay tuned to HospitalityNews by GuestVento for inspiring stories, industry innovations, and behind-the-kitchen moments that shape the future of food. Visit our website to read the full May edition, and direct message us for physical copies.


Redefining Travel: Exclusive Insights with Jyoti Mayal

Redefining Travel: Exclusive Insights with Jyoti Mayal

Jyoti Mayal

Published on May 1, 2025

In an exclusive feature for HospitalityNews' May Edition, we had the privilege of engaging in a compelling conversation with Jyoti Mayal, Chairperson of the Tourism and Hospitality Skill Council (THSC), and one of the most respected voices in India's tourism industry. With decades of experience and a keen eye on global trends, Jyoti Mayal brings a wealth of knowledge to the table—touching upon everything from eco-tourism to digital transformation in travel.

Her insights are not only eye-opening but also signal the emerging priorities of Indian travellers and how the industry must evolve to meet them. From discussing how tourism boards are crafting immersive experiences tailored to Indian preferences, to highlighting India's rising status in medical tourism, every part of the conversation offered a deeper look into the rapidly changing world of travel.

She begins by sharing how Indian travellers have moved beyond the conventional. “Indian travelers today are more informed, curious, and experience-driven than ever before…” This evolving mindset, she says, is driving demand for personalization and pushing agencies to elevate their offerings.

Further in the discussion, she emphasizes the meaningful collaborations between international tourism boards and Indian travel professionals. She reveals how these partnerships are building cultural bridges and setting new standards in hospitality.

On India’s leadership in medical tourism, Mayal proudly notes the impact of the Heal in India initiative and how the THSC is playing a transformative role in creating a skilled and empathetic ecosystem.

From sustainability in wildlife tourism to seamless international travel experiences and AI-driven travel planning, her observations are a masterclass in future-focused thinking.

This enlightening conversation with Jyoti Mayal is a must-read for industry leaders, aspiring travel professionals, and anyone interested in where Indian tourism is headed.

Catch the complete interview in the May edition of Hospitality News, available on our website. You can also get a physical copy to keep this enriching feature in your collection. It was truly a great conversation—one that sheds light on the vision, strategy, and heart behind India’s travel transformation.


The Untold Stories of Sri Lanka: Suchitra Aluwihare’s Approach to Immersive Travel

The Untold Stories of Sri Lanka: Suchitra Aluwihare’s Approach to Immersive Travel

Suchitra Aluwihare

Published on May 1, 2025

With a career spanning over 20 years in Sri Lanka’s vibrant travel and tourism industry, Suchitra Aluwihare stands at the forefront of redefining destination management. As the Chief Operating Officer of Hayleys Travels, one of Sri Lanka’s leading travel solutions providers, Mr. Aluwihare has played a vital role in shaping curated travel experiences that go beyond traditional tourism.

In this exclusive feature for HospitalityNews by GuestVento, Suchitra shares how Hayleys Travels combines technology, local expertise, and sustainability to craft journeys that are deeply personal and impactful. From immersive wildlife encounters to wellness-focused itineraries, the company’s unique offerings reflect a deep understanding of modern traveler preferences.

Under Mr. Aluwihare’s guidance, Hayleys has embraced responsible tourism as a core philosophy. From reforestation and marine conservation to partnering with local artisans and community-driven experiences, the goal is to ensure that every trip benefits both the traveler and the destination. His belief that “every journey should leave a positive footprint” drives much of the brand’s innovation.

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The conversation also touches on Sri Lanka’s lesser-known destinations—from boat safaris in Gal Oya to dolphin watching in Kalpitiya—reminding readers that the island’s real magic often lies off the beaten path. Mr. Aluwihare’s passion for showcasing Sri Lanka’s hidden gems is matched only by his commitment to preserving them for future generations.

Want to know what sets Hayleys apart in a crowded market? Curious about how tech is shaping sustainable travel? Read the full interview with Suchitra Aluwihare in the latest May edition of HospitalityNews by GuestVento.

Head to our website to read the full e-magazine and DM us for physical copies!