An astute and result oriented professional with 21 years of extensive experience in managing profit centre operations and commercial affairs, Pankaj Saxena, General Manager, Radisson Blu Pune Hinjawadi, strongly believes that hospitality is one of the most exciting and involving industries in the world, which is now diversifying to accommodate multiple markets. BOTT is happy to feature his professional journey in its GM Special Series.
Priyanka Saxena Ray
Please share with us a brief introduction about your background.
I was born in the eastern-most part of Rajasthan state call Dholpur. When I was a child I visited many hotels and would be very attracted with all that it had to offer – the sparkling lobby chandelier, long corridors, the grandeur – all of which took me to the Mangalore University, one of the few that offered 3 years degree in hotel management. Working in the hospitality industry is a privilege that comes with the responsibility to the industry values and to learn different cultures and traditions. Learn, respect and adapt is the key to success nowadays. Coming to the industry was a conscious decision for sure.
Where was your first job and in what capacity?
My first job was quite challenging in Kerala backwaters in Trivandrum as a management trainee and later on, I was promoted as an Assistant front office manager operations. That resort is the first resort which had floated air-conditioned cottages at that time. It was at this job that I learned the tact of handling people, team and resources in a challenging location. The best belief of life is don’t let the fear of losing be greater than the excitement of winning
How did you climb up the ladder? How many hotels have you worked with and in what capacities?
With 21 years of working experience in the hospitality industry across the length and breadth of India, I firmly believe that opportunities don’t happen. You have to create them. I have handled different portfolios at various hotels, be it business hotels, leisure properties or casino operations. I have worked with ITC and RHG group in several locations of Chennai, Indore, Gangtok, Varanasi, Hyderabad, and Mysore currently in Pune. I started as a management trainee then front office manager, room divisional manager lobby manager and then finally became a General Manager. I became the GM a little early as compared to traditional sources and now it is almost 12 years of being a General Manager.
How long have you been attached with the current Hotel (or chain)? How has your experience with the property be?
The current chain RHG hotel group is a phenomenal chain, wherein the focus in one delivering memorable moments every day, every time – true to its tagline ‘every moment matters’. I take this legacy forward saying every second matter. My 6 years of RHG journey is filled with plenty of learnings. Radisson Blu Pune Hinjawadi nestles among fortune 500 companies located at Rajiv Gandhi InfoTech Park, Hinjawadi. The Hotel is strategically located with easy access to more than 300 blue-chip automobiles, manufacturing, R&D Centres, Pharmaceuticals, and leading educational institutions at Pune. The hotel offers 151 ultra-modern rooms and suites to business travellers, Millennial and leisure travellers. The property also has two finest global cuisine f&b outlets to suit the palate of international travellers. The hotel offers 21000 sq ft of meeting and events space with the choice of indoor and open-air venues. Guests can indulge in a wide selection of holistic healing practices, modern rejuvenation and well-being techniques at Nilaya Spa.
What Special changes/touches have you added to the property? How have you ensured that your Hotel stays ahead of the competition?
Radisson Blu Pune, Hinjawadi currently tops the chart of India and is centre of excellence hotel, ranked No. 1 in South Asia. We constantly try to create several moments for guests as well as employees which creates a lasting experience in their minds. Let me take you through the journey of how do we make it happen. We have two structured programs in the hotel called Moving Mind and Blu Brigade, where Moving Mind is for the employees and Blu Brigade is for the guests. Let me give you a few examples of what exactly do we do Moving Mind and Blu Brigade. In Moving Mind we sensitise the employees over coffee with GM, Fun Fridays, fun desk at over the top and FNB, Google station and library, inviting families of lower line employees for dinner, Grateful Tuesday and all this is supplemented with plenty of workshop and CSR activities. The key source of Moving Mind is the Leadership Development Programme for employees ranging from 3 to 6 months. In Blu Brigade we have multi-layer fundamental for both bottom line and top line staff. Here we focus on making life events of our guest larger with the programs like making it large, Wish a dish, personalized gifts, etc… These are few initiatives which keeps us ahead of our competitors. An individual should always try not to become a man of success, rather become a man of value.
Do you have any new plans or policies or initiatives in the pipeline that you would be introducing in the near future?
Very soon we are going to launch a new restaurant called Dragon Fly and by the end of 2020, we will be launching a Night Club too. We will also experiment with research and development on services, products, and offerings for the sojourn of our well-regarded guest.
How do you handle the increasing attrition rate facing the hospitality industry in India?
I am not denying the fact that attrition is high in this particular industry. There is less cash flow in the hotel and tourism because of the difference in foreign currency but to retain the employee’s major steps should be taken by us. We ensure that our employees get the worth of their work. We have been taking care of the food and the cafeteria facility as we believe good food leads to good mood. We also have a team to solve the problems that any of the employees are facing. We have a tremendous learning and development department to encourage employees. There are no secrets to success. It is the result of preparation, hard work, and learning from failure.
