Surat's Hospitality Leader: Interview with the Area General Manager of Courtyard By Marriott Surat

Surat's Hospitality Leader: Interview with the Area General Manager of Courtyard By Marriott Surat

Admin

Published on June 3, 2024

In this exclusive interview, we sat down with Vikas Sharma, the Area General Manager who steers the helm of hospitality excellence at Courtyard by Marriott, Surat.

Vikas Sharma is an accomplished hospitality professional currently serving as the Area General Manager at Courtyard by Marriott in Surat. With over two decades of experience, Vikas excels in driving sales and enhancing profitability in competitive markets.

Vikas's career highlights include significant contributions to Gujarat JHM Hotels, part of Auro Hotels, and AURO University Facility Management. He has played a key role in major projects such as the Convention Centre, JW Marriott Surat, Golf Club, and Golf Course, collaborating with renowned entities like Smallwood Stewart, HBA-Hirsch Bedner Associates, and Troon.

Known for his strategic acumen and integrity, Vikas consistently surpasses budgetary targets while maintaining precise financial records. His self-motivation, resilience, and innovation have led to significant organizational success, including the opening of numerous full-service hotels across various cities over the past 25 years.

Currently based in Surat, Gujarat, Vikas continues to lead with excellence, driving his organization’s vision and setting new benchmarks in the hospitality industry.

image

What strategies would you implement to enhance guest satisfaction and loyalty within the competitive hospitality market of Surat?

At Courtyard By Marriott Surat, our strategy for enhancing guest satisfaction and fostering loyalty in Surat's competitive hospitality market is focused on personalized experiences, exceptional service, and community engagement.

We prioritize personalized guest experiences by understanding individual preferences through robust profiling systems, ensuring every interaction is tailored to their needs.

Exceptional service is fundamental to our identity. We invest in training programs to empower our staff to exceed guest expectations, creating memorable moments at every touchpoint.

Seamless booking and check-in processes, along with diverse culinary options, further elevate the guest experience, while loyalty programs offer exclusive benefits and rewards.

Feedback mechanisms are in place to continuously improve, and we actively engage with the Surat community through partnerships and sustainable practices, reflecting our commitment to being more than just a hotel.

In essence, at Courtyard By Marriott Surat, we aim to create exceptional experiences that inspire loyalty, making us the preferred choice for travelers seeking unforgettable moments in Surat's hospitality landscape.

How do you prioritize and allocate resources effectively to ensure the smooth operation of various departments within the hotel?

At Courtyard By Marriott Surat, our approach to resource allocation revolves around understanding departmental needs, fostering collaboration, and maintaining flexibility. We start by listening to our team members and managers to gain insights into their requirements. From there, we work together to develop comprehensive plans that consider budget constraints, staffing levels, and upcoming projects. Communication is key, as we encourage open dialogue between departments to ensure resources are utilized effectively. Regular monitoring of performance allows us to adjust as needed, while investing in training and development ensures our team is equipped to maximize resources. Ultimately, our goal is to create a seamless operation that delivers exceptional experiences for both guests and staff, positioning Courtyard By Marriott Surat as a preferred choice in the competitive hospitality market.

image

In what ways do you foster a culture of teamwork and collaboration among staff members to achieve operational excellence?

At Courtyard By Marriott Surat, nurturing a culture of teamwork and collaboration is foundational to our operational excellence. We prioritize open communication, encouraging dialogue and idea-sharing across all levels of the organization through regular meetings and feedback sessions. Our shared goals and vision unite staff towards a common purpose, fostering a sense of belonging and commitment. We actively promote cross-departmental collaboration, breaking down silos to leverage diverse expertise and perspectives. Recognizing and appreciating team efforts are integral; we celebrate achievements and individual contributions, fostering motivation and morale. Investing in training and development programs further strengthens teamwork, with initiatives focused on communication, conflict resolution, and leadership skills. Leadership sets the tone by exemplifying collaborative behaviours, inspiring staff to work together effectively. Through these efforts, we cultivate an environment where every team member feels valued and empowered, driving operational excellence and delivering exceptional experiences at Courtyard By Marriott Surat.

How do you stay updated with industry trends and incorporate innovative practices to drive revenue growth and profitability?

We prioritize staying ahead of industry trends and embracing innovative practices to drive revenue growth and profitability. To achieve this, we're deeply engaged with the pulse of the hospitality sector. We regularly connect with industry peers, attend conferences, and participate in forums to exchange insights and gather inspiration. Additionally, we keep a keen eye on technological advancements relevant to our field, leveraging tools and platforms that enhance guest experiences and streamline operations. Our team members are encouraged to contribute ideas and experiment with new approaches, fostering a culture of innovation and continuous improvement. By staying informed, collaborative, and adaptable, we ensure that Courtyard By Marriott Surat remains at the forefront of the hospitality industry, delivering exceptional experiences and driving sustainable growth.

image

Describe your approach to developing and executing a comprehensive sale and marketing strategy to attract both corporate and leisure guests to the hotel.

Our sales and marketing strategy aims to attract both corporate and leisure guests through a comprehensive approach. For corporate guests, we emphasize our modern facilities and business-friendly amenities, leveraging partnerships and customized packages. Leisure guests are enticed by our luxurious accommodations, culinary offerings, and recreational facilities, promoted through targeted campaigns and partnerships. Collaboration between sales and marketing teams ensures alignment and effectiveness in messaging and execution. We prioritize guest satisfaction and loyalty, delivering personalized experiences to encourage repeat visits and positive referrals. Continuous monitoring of market trends and guest feedback informs our strategy adjustments, ensuring agility and responsiveness to evolving needs. Our goal is to create a compelling value proposition that resonates with both segments, driving occupancy rates, revenue growth, and maintaining Courtyard By Marriott Surat's reputation as a premier hospitality destination.

How do you effectively manage and mitigate operational risks, such as security concerns, health and safety regulations, and environmental sustainability, within the property?

At Courtyard By Marriott Surat, ensuring the safety, security, and sustainability of our operations is a top priority. We take a proactive and comprehensive approach to manage and mitigate operational risks effectively.

First and foremost, we prioritize the safety and security of our guests and staff. Our property is equipped with state-of-the-art security systems, including surveillance cameras and access control measures. Trained security personnel are on duty 24/7 to monitor and respond to any potential threats or incidents.

In terms of health and safety, we strictly adhere to all regulations and guidelines set forth by local authorities and Marriott International standards. This includes rigorous cleaning and sanitation protocols, staff training on safety procedures, and regular inspections to ensure compliance.

Environmental sustainability is also a key focus area for us. We have implemented various initiatives to minimize our environmental impact, such as energy-saving measures, waste reduction programs, and the use of eco-friendly products and materials. Our goal is to promote sustainability awareness among both guests and staff, encouraging everyone to contribute to our environmental efforts.

image

What's your favorite aspect of working in the hospitality industry, and how does it motivate you in your role as the Area General Manager?

One of the most fulfilling aspects of working in the hospitality industry is the opportunity to interact with guests from diverse backgrounds and cultures. Every interaction presents a chance to learn something new and gain insights into different perspectives.

Engaging with guests allows me to hear their stories, learn about their travels, and understand their unique experiences. Whether it's a family on vacation, a business traveler attending a conference, or a couple celebrating a special occasion, each guest has their own story to share.

Meeting people from around the world is incredibly enriching. It's fascinating to hear about their home countries, traditions, and customs. These interactions not only broaden my understanding of different cultures but also foster a sense of connection and camaraderie.

This Interview is Published Exclusively on hospitalitynews.in.


Decoding Wine with Matthieu Longuère: Education, Trends, and India’s Market

Decoding Wine with Matthieu Longuère: Education, Trends, and India’s Market

Matthieu Longuère

Published on April 1, 2025

Matthieu Longuère, Master Sommelier and Wine Development Manager at Le Cordon Bleu London, is a leading expert in the world of wine, shaping the future of sommeliers through education. With over two decades of experience, Matthieu has contributed significantly to the global wine industry. During his recent visit to India, he shared insights on the country’s rapidly growing wine culture, global trends, and the challenges the industry faces in the modern era.

Longuère’s journey to becoming a Master Sommelier is one of determination and passion, marked by a life-changing mentorship under Gérard Basset. His experiences across various wine-producing regions, and his focus on education, have shaped his approach to wine—an approach grounded in curiosity and open-mindedness.

Reflecting on India’s wine market, Matthieu notes the country’s preference for fuller and sweeter wines, which is becoming less popular in global markets. However, he remains optimistic about the future, highlighting the importance of wine education. As more people become curious about wine, India’s potential to produce internationally recognized wines could be realized. His visit is a milestone for Le Cordon Bleu, which celebrates 130 years of wine and culinary excellence. Matthieu sees great potential in nurturing Indian sommeliers, emphasizing that education is the key to shaping the next generation of wine experts.

Matthieu’s expertise extends beyond just wine education. He also offers advice for young hospitality students, stressing the importance of hands-on experience, structured learning, and building credibility in the industry. His insights into wine pairing are equally fascinating, with a focus on balancing elements like spice and acidity for unexpected yet delightful combinations.

For those interested in exploring wine in greater depth, Matthieu's insights offer a glimpse into the evolving world of wine. As the wine industry faces challenges like climate change, his advice on adapting to these changes while maintaining quality is invaluable.

To read Matthieu Longuère’s full interview and explore his expert views on wine education and India’s wine future, visit our website to access the latest eMagazine. For a physical copy, DM us now!


The Future of Hospitality Marketing: Neha Chowdhury’s Bold Vision for Personalization

The Future of Hospitality Marketing: Neha Chowdhury’s Bold Vision for Personalization

Neha Chowdhury

Published on April 1, 2025

Neha Chowdhury, the Director of Sales and Marketing at Courtyard by Marriott Mumbai International Airport, has spent nearly two decades in luxury hospitality, transforming marketing strategies across some of the world’s top hotel brands. In a recent conversation, she shared her vision for the future of hospitality marketing, focusing on personalization and storytelling to forge deeper connections with guests.

Neha believes that marketing in hospitality is more than just numbers—it’s about crafting a compelling narrative that resonates with people. At Courtyard by Marriott, their story revolves around being a ‘gateway to seamless journeys,’ emphasizing not just a strategic location, but a commitment to warm, efficient, and personalized service. By combining digital tools with authentic guest experiences and cultural collaborations, Neha aims to create a truly memorable stay for every guest.

Her leadership philosophy is built on empathy and adaptability, qualities that she believes are essential in an ever-changing industry. For Neha, empowering her team to anticipate and respond to guest needs is key to driving success, both in the guest experience and in market positioning.

As a strong advocate for women in leadership, Neha also advises young women looking to succeed in hospitality to be bold, resilient, and authentic. She stresses the importance of continuous learning, networking, and staying true to one's unique perspective.

Neha’s innovative ideas, such as integrating AI-driven personalization with traditional hospitality values, showcase her forward-thinking approach to marketing. In the ever-evolving Mumbai hospitality scene, she is committed to ensuring that Courtyard by Marriott remains a preferred choice for business and leisure travelers alike.

To dive deeper into Neha Chowdhury’s full interview and discover more about the future of hospitality marketing, visit our website to read the latest april e-Magazine. Interested in a physical copy? DM us for more details!


Manish Garg on Why True Hospitality is About Heartfelt Service, Not Just Luxury

Manish Garg on Why True Hospitality is About Heartfelt Service, Not Just Luxury

Manish Garg

Published on April 1, 2025

Manish Garg, General Manager of Hilton and Hilton Garden Inn Bengaluru Embassy Manyata Business Park, is a dynamic leader in hospitality, dedicated to crafting exceptional experiences. His career began in food and beverage operations before stepping into leadership roles with prestigious global hotel brands. With a background in both India and the UK, Manish has become known for shaping luxury hospitality and leading successful pre-opening projects. An alumnus of the Institute of Hotel Management in Chennai and the Australian International Hotel School, his foundation in hotel management is complemented by a passion for operational excellence and team leadership.

In this insightful conversation, Manish shares how Hilton is embracing innovation, enhancing guest expectations, and setting itself apart in Bengaluru's vibrant hospitality scene.

Innovation in Service

Manish emphasizes that true hospitality is about creating memorable experiences. A perfect example came during a recent wedding hosted at Hilton Bengaluru, where the event team created a "Wanderlust" theme, incorporating flavors from Italy, Morocco, and India to celebrate the couple’s love for travel. This personalized touch was complemented by a walk-through gallery of their travel memories, elevating the event into a deeply personal experience.

Hilton also hosted an unforgettable event for Tata Consumer Products, where chefs curated an innovative culinary journey that seamlessly integrated the brand into the menu. This interactive experience showcased how creativity and collaboration can redefine event hospitality.

Catering to Diverse Guests

Bengaluru’s dynamic nature requires constant evolution, and Hilton meets this challenge head-on. With a dual-brand setup—Hilton and Hilton Garden Inn—guests enjoy both luxury and practicality, whether they’re corporate travelers or on leisure getaways. Strategically located near business districts, the properties offer an ideal blend of convenience, with state-of-the-art event spaces and personalized service tailored to every guest’s needs.

Redefining Luxury

For Manish, luxury today goes beyond opulence—it’s about personalization and seamless comfort. Digital Key access, voice-command smart rooms, and AI-driven chatbots ensure a tech-savvy, personalized experience for every guest. At Hilton, innovation extends to sustainability efforts, such as the LightStay program, which helps guests make environmentally conscious choices during events.

A Culture of Service Excellence

Hilton’s success can be attributed to its people. Manish focuses on creating an inclusive culture where recognition and continuous learning are prioritized. Initiatives like ‘Shakti at Hilton’ and leadership mentoring programs empower team members to go above and beyond for guests, ensuring every interaction is exceptional.

Standing Out in Bengaluru

In a competitive market like Bengaluru, Hilton differentiates itself by offering personalized service that goes beyond standard hospitality. From tailored dining experiences to wellness offerings, Hilton creates memorable stays, making every guest feel valued and at home.

Sustainability and Luxury

Hilton’s commitment to sustainability is evident through initiatives like a zero single-use plastic policy, operating on renewable energy, and the innovative in-house water bottling plant. These eco-conscious efforts demonstrate that luxury and sustainability can coexist harmoniously.

The Hilton Experience in Three Words

For Manish, the Hilton and Hilton Garden Inn Bengaluru experience can be summed up as: Forward-Thinking, Personalized, and Unforgettable. These values guide every decision, ensuring that every guest enjoys a seamless, bespoke, and memorable stay.

To dive deeper into the world of Hilton and Manish Garg’s leadership, visit our website to read the full April eMagazine. You can also DM us to receive a physical copy and experience firsthand the exceptional service Hilton offers.