You have been in the hospitality industry for nearly four decades, how have things changed from a customer experience point of view? (Facility design, quality of service, cuisine, customer takeaways.)
The industry has undergone a sea change since the time I started. The competition is huge and almost all the best brands are available right here in India. I must say here that the Indian traveler is also more evolved and has a knack of finding and knowing what’s best.
The facility design of our hotels is sleek and increasingly international. Hotels are also finding ways to utilize their public spaces when they are vacant. Moving to cuisine, quality standards here keep improving – and since many of the guests have experienced authentic international cuisine, they expect the same in our hotels.
At the end of the day, “sending back a delighted customer” is the objective of all hoteliers. Hence training plays a very important role to ensure the objective is achieved, and hotels have a steady stream of repeat customers.
All these changes have ensured that you’re at the top of your game all the time. There is absolutely no room here, for complacency.
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