Sajeev Nambiar Kulangarath has an impressive portfolio of experiences in the hospitality industry, particularly excelling in front-office management and general management roles. His journey in hospitality continued with notable roles as Assistant Manager in Front Office/Duty Manager at Holiday Inn Bloomsbury in London, UK, and later as Assistant Manager of Front Office at Holiday Inn Resort in Goa, India. He then joined Marriott Hotels in Chennai, India, as a Front Office Manager. He assumed the role of General Manager at Speke Hotel in Kampala, East Africa. Returning to India, Sajeev held the position of General Manager at Spree Hospitality in Bangalore, Karnataka, and now, he is the General Manager at Clarion Hotel President.

How long have you been a GM?

I have been working as a General Manager (GM) for the past 8 years. My journey as a GM started in Africa, where I had the responsibility of managing a sprawling five-acre resort. I am proud to say that I ran the resort successfully during my time there. However, due to the challenges posed by the COVID pandemic, I had to return to India.

What do you enjoy the most about being a GM?

I have a true passion for the hospitality industry. As General Manager, I handle multiple aspects, including revenue management, guest relations, and ensuring smooth customer interactions. Interacting with both guests and employees fills me with happiness and satisfaction. I aspire to be a leader who can inspire and be a role model for my team. I firmly believe in the power of teamwork, where everyone collaborates to achieve shared objectives. Being the General Manager, I see myself as the captain of the ship, leading with dedication and enthusiasm. This passion continues to drive me, and I always set clear goals for the next five years, and I consistently achieve them.

What are the key responsibilities and challenges you face as a GM daily?

In the hospitality industry, handling complaints is one of the challenges we constantly face. However, complaint handling is an integral part of our industry, so we always strive to ensure our guests' happiness. Our ultimate goal is to make sure no guest leaves the hotel with any complaints in mind. Instead, we want them to leave with wonderful memories of their stay.

Another challenge we currently face is staff attrition. After the impact of COVID, the hospitality industry was significantly affected, leading to hesitation among youngsters to enter this field. As a result, we are facing difficulties in finding properly qualified staff at the moment. Staff attrition has risen above 10% as well.

Despite these challenges, the essence of the hospitality industry lies in serving our guests and meeting their needs. Whether they visit for leisure, comfort, or business, we take every guest's satisfaction seriously. If any issues arise, we promptly address them, going above and beyond to ensure our guests have a delightful experience and leave our hotel with smiles on their faces.

How do you manage a diverse team under your belt?

In each department, we encounter employees with different personalities and skill levels. Some may be well-trained, while others might still be in the process of learning. If they have any knowledge gaps after recruitment, we make sure to fill them through training. We also provide them with thorough knowledge of the hotel's Standard Operating Procedures (SOPs). We recognize and leverage the individual strength and skills of each team member. And we foster an inclusive environment where all team members feel valued, respected and empowered to contribute their unique perspectives. And we celebrate milestones of our team, reinforcing the importance of our teamwork. It is hardly a task to manage a team that understands and respects different backgrounds. 

What strategies or techniques do you personally use to de-stress and maintain a positive mindset?

Being self-confident and maintaining a positive mindset without dwelling on negativity are key qualities that can make you a successful leader. I always focus on the positive aspects, which helps me steer clear of stressful situations. Additionally, practising activities like meditation and regular exercise aids in reducing stress.

Furthermore, it is crucial never to speak ill of others. Instead, always think positively about them. If any staff member lacks certain skills or requires guidance, we believe in offering support rather than dismissing them. By providing the necessary assistance, we help them grow both as employees and individuals, fostering a supportive and nurturing environment here.

What is your vision for this hotel?

Currently, we have a total of 130 rooms, and our occupancy rates have been consistently around 80% until now. However, I have set a goal to increase our occupancy rate to a remarkable 95% and above. I aim to raise our Average Room Rate (ARR) by a minimum of 20% to enhance our revenue.

To ensure our guests' comfort, we have plans for renovations to improve our facilities. Looking ahead, in the next five years, I envision achieving substantial revenue growth of 60-70%. I am confident that with the dedicated support of our staff and our commitment to providing exceptional service standards, we will be able to accomplish these targets.

Tell me about your biggest accomplishment as a GM.

When I was managing my previous property, even during first-wave COVID times, my occupancy rate was above 80%. Guests continue to stay in my hotel. I was able to deliver the best services to my guests despite those trying times. It is something I always remember. Whenever you give the best services to any client, they never go out of your property. They always stay by the hotel and support you. I also received positive reviews from TripAdvisor. I always make sure to have proper staff engagement activities. If you have proper staff engagement activities and provide good remuneration as per the market standards, the staff will be less likely to leave your establishment. Currently, Clarion Hotel President’s staff attrition rate is below 6%, and I intend to keep it that way.

What is one piece of advice you would give to youngsters aspiring to join the hospitality industry?

For any young person considering a career in the hospitality industry, passion is the key. It's essential to view it as a fulfilling career choice, rather than just a job. When you're genuinely passionate about your work, the hospitality industry offers incredible opportunities for growth and success.

I, too, entered this industry driven by passion. It became my true calling, and I embraced it wholeheartedly. My strength in people management played a significant role in my journey, allowing me to achieve great heights and become a General Manager.

During my early days, I eagerly stayed back in the hotel to learn and improve my skills. I firmly believe in setting goals and striving to achieve them. The hospitality industry opens doors to wonderful opportunities, and when you approach it with passion, it becomes a truly rewarding path, not just a profession.