There are some who accidentally land in the hospitality industry and some who make a conscious choice to do so. Falling in the latter category, Sujeet Kumar, General Manager, Sheraton Grand Bangalore Hotel at Brigade Gateway, is a visionary, who through his pioneering innovative concepts has ensured that his hotel stays ahead of the competition. Here’s more on his journey in BOTT GM Special Series.
Priyanka Saxena Ray
Please share with us a brief introduction about your background – and how did you enter the hospitality industry?
I was born and raised in Chennai, and my parents, who have now retired, worked in the corporate industry. Hospitality was a field I’d had my heart set on for many years, so it was no accident when I ended up in hospitality. When the time came to pick a college to pursue my dream, I opted for WGSHA (Welcomgroup Graduate School of Hotel Administration) at Manipal and that is where it all began.
What was your first Job (in which hotel and at what profile)?
I got selected as a Management Trainee with Choice Hotels International via campus interviews and my first posting was to pre-open the Quality Inn Green Park at Hyderabad, in Food and Beverage.
How did you climb up the ladder? How many hotels have you worked with and in what capacities?
After couple of years and opening two hotels at Hyderabad and Chennai, I left Choice Hotels as Front Office Manager then moved to the ITC Park Sheraton as Manager of the Sheraton Towers. As part of my 5-year stint with them, I moved within F&B to manage the coffee shop, specialty restaurant, Banquets and then their night club. I then moved to Goa as F&B Manager at two hotels viz Renaissance Goa Resort and the Cidade de Goa. I then re-joined ITC Windsor Manor Sheraton and then moved back to ITC Park Sheraton. Working with ITC during the initial phases of my career has helped me with a solid foundation and immense learning through the years. Post this, I joined Marriott International as Goa Marriott’s Director of Operations in 2004, and have been with the world’s favourite travel company ever since, working in leadership positions in Goa, Philippines, Indonesia, Pune, Sri Lanka and now at Bangalore.
Could you share with us details of some of the challenges you faced along the way?
Amongst the few challenges faced earlier in my career was adapting from an Indian mind set to transitioning to a global outlook when I joined Marriott. The difference is more predominantly from operating company owneds hotels to being a management company overseeing the asset on behalf of the ownership. The difference ranges from work culture and conventions to formal processes and structures themselves, to name a few.
How long have you been attached with the current Hotel (or chain)? How has your experience with the property been?
I’ve been associated with Marriott International since 2004, and have served as the General Manager of Sheraton Grand Bangalore Hotel at Brigade Gateway over the last two years. My experience with this brand and hotel has been nothing short of exceptional. Being a dynamic brand, it is accommodating of various strains of ideation and offerings and am delighted to have an equally enterprising team.
What special changes / touches have you added to the property? How have you ensured that your Hotel stays ahead of the competition?
The only way to stay ahead of competition, I believe, is through constant innovation & service delivery. In keeping with this idea, I have not only worked towards making sure that the hotel’s senior leadership team is hired with great care, but also ensured that they receive adequate support while planning and executing concepts that could serve as seeds to a path breaking development.
Pioneering innovative concepts in food and beverage is also an integral part of ensuring we capture imaginations, and thereby clientele.
We as a hotel have worked towards developing food and beverage outlets that we have conjured from under-utilised spaces viz. World café – a café completely powered by natural light during daylight hours, serving the finest single origin coffees and featuring a fresh menu every month, Art Café – a space where food is accompanied by art from contemporary artists to the masters and Alfresco by Bene – a contemporary open air space serving signature short eats, alcoholic and non-alcoholic cocktails, in an environment that supports relaxation and also telecast sporting actions as per demand
Do you have any new plans or policies or initiatives in the pipeline that you would be introducing in the near future?
Sheraton is among the oldest brands in Marriott International’s portfolio, and is deserving of a revamp in keeping with today’s traveller and their needs. We have identified that the contemporary patron places importance in well appointed, yet not over the top meeting spaces, which also double up as community gathering spaces with state-of-the-art amenities and unmatched food and beverage offerings. In keeping with this insight, we have re-conceptualised what our brand ought to be and reflect, and are re-designing our lobby lounge and public spaces to make it more accessible to the global traveller with a keen taste in all things fine. Our intent is to be our guests’ favourite place to gather at and are in the process of revolutionizing our infrastructure to this end. All this would form part of the global brand transformation that is being rolled out in a phased manner.
How do you handle the increasing attrition rate facing the hospitality industry in India?
While the attrition is really high in the industry, we have a comparatively lower attrition rate in my hotel. We conduct regular trainings, acknowledge our associates and ensure that the right culture is inculcated to allow our associates to feel at one with the hotel and organisation with regard to goal alignment and fulfilment.
Is there any more information that you would like to share with us?
I would like to urge more youngsters to take up this industry as their preferred option. Its initial hard work for a few years, after which it can be really rewarding and fulfilling. Hospitality industry is growing by leaps and bounds and we are always on the lookout for young and dynamic talent to work with us.
