Providing exceptional guest service, a memorable guest experience is paramount: Vaibhav Sagar

An exemplary people's person, always proactively seeking opportunities to provide unwavering support and foster the growth of his team, Vaibhav Sagar unwavering belief in the collective achievement of the team is both inspiring and infectious. He says the hospitality industry is set for greater growth in the coming times. Vaibhav is a turnaround specialist with over 15 years of experience in hotel operations, sales, marketing and revenue management with an award-winning track in commercial excellence and hotel operations. He has worked for hotel chains such as InterContinental Hotels Group, Hilton Hotels & Resorts, IHHR Hospitality, and Radisson Hotel Group. His titbits with Ekta Bhargava are as follows. 

My journey into the hospitality industry was unexpected. Initially, I pursued a degree in business administration and commenced my career in sales and marketing at a bank. However, my path took an exciting turn when I discovered hospitality. 

Over the past 15 years, I've dedicated myself to this industry, and it has become my true passion. Interacting with diverse individuals from across the globe brings me immense joy, as I take pleasure in assisting them in crafting unforgettable experiences. Additionally, the thrill of managing a hotel and ensuring its seamless operation keeps me motivated and engaged in my work. I can genuinely say that I love my job and find fulfilment in every aspect of it.

As a hotel General Manager, my days are dynamic and diverse, filled with various responsibilities and tasks. While there isn't a fixed "typical day" as the role can vary depending on each day but there are certain things which we do every day including morning meetings with the team, interacting with the guests, overseeing the operations, planning and strategizing with various departments etc. 

As an hotelier there are several things that make me happy and motivate me. One of the most rewarding aspects of my job is witnessing happy and satisfied guests. Also seeing my team members excel in their roles and achieve personal and professional growth is immensely gratifying. The hospitality industry can present numerous challenges, from handling unexpected situations to meeting high demands during peak seasons. However, successfully navigating through these challenges as a team and finding innovative solutions gives me a sense of accomplishment and fuels my motivation to tackle future obstacles.

One of the proudest moments in my career occurred during one of the toughest phases of life, right in the midst of the challenging times brought about by the COVID-19 pandemic. It was a time when I was honoured to receive the Best General Manager Award from the Radisson Hotel Group. However, I firmly believe that this recognition belongs to my exceptional team members who demonstrated unwavering dedication and commitment to their roles, ensuring that our hotel performed at its absolute best, even amidst the most trying days. This award truly belongs to them, as they played a crucial role in achieving outstanding results and surpassing all expectations, exceeding 100% during these difficult circumstances.

The hospitality industry has often struggled with manpower shortages, making it difficult for businesses to find and retain qualified staff. This problem is particularly acute during peak seasons or when demand surges unexpectedly. The industry experiences high turnover rates, especially in entry-level positions like servers, housekeeping etc. This constant turnover can lead to increased recruitment and training costs and impact the quality of service.

In the fast-paced environment of the hospitality industry, there are often numerous tasks and responsibilities that need to be handled simultaneously. Having multi-tasking associates allows for smoother and more efficient operations as they can handle multiple tasks without sacrificing quality or speed. Skilled associates can also provide better guest service by being knowledgeable about various aspects of the industry. They can answer questions, handle complaints, and cater to different needs efficiently, leading to improved guest satisfaction. While at the same time it's also essential to strike a balance and avoid overwhelming associates with an excessive workload. Proper training and work-life balance initiatives should be in place to ensure the well-being of the workforce.

Motivating our associates is crucial to ensure a positive work environment and enhance overall performance. Acknowledging and appreciating outstanding performance. Implement an associate recognition program to reward employees for their hard work, whether through monetary incentives, public praise, or other non-monetary rewards like extra time off or gift cards. We also ensure to celebrate both individual and team achievements, whether they are work-related milestones or personal accomplishments. This fosters a positive atmosphere and encourages others to strive for success.

The first and foremost thing is to provide exceptional guest service and a memorable guest experience is paramount. This includes personalized attention, quick responsiveness to inquiries or issues, and anticipating and meeting guest needs. The dedication to quality has helped us build a strong reputation and gain guest loyalty. Hotels should timely embrace technology and innovation to enhance guest experiences. From mobile check-ins to smart room features, we at Marriott International continuously seeks ways to integrate technology into its services.

The hospitality sector was severely impacted by the COVID-19 pandemic, leading to widespread closures and reduced travel. The extent and pace of recovery will depend on the global control of the virus, vaccination rates, and government regulations. Continued efforts to manage and prevent future outbreaks will play a crucial role in determining the sector's growth trajectory. Our industry has been embracing technology to enhance guest experiences and improve operational efficiency. This trend is likely to continue, with increased adoption of contactless check-ins, mobile payments, AI-powered customer service, and personalized experiences using data analytics. Guest preferences in travel also have been changing. For example, there has been an increase in demand for off-the-beaten-path destinations, wellness retreats, and experiential travel. The hospitality industry will need to adapt to cater to these evolving preferences.

As a hotel leader, ensuring open and transparent communication with my teams is something I closely follow. Keeping them informed about any changes in SOPs, protocols, or workload expectations. Regularly holding team meetings to address concerns, answer questions, and provide updates. Investing in training and development programs to help associates adjust to new SOPs and enhance their skills which also boost their confidence and competence in handling their tasks efficiently. Demonstrating a positive attitude and a willingness to adapt to change yourself. Leading by example encourages my team to do the same and create a supportive culture.

The food & beverage team at the hotel is always on the lookout for new offerings ideas and cuisines to curate for our guests whether they are resident or non-resident guests. We keep organizing regular food festivals featuring diverse regional cuisines from different parts of globe. From Turquoise to Jade and Jasper, all our restaurants and outlets have different USP's catering to the different choices and taste buds of our guests. Our buffets have exclusive features like authentic local dishes showcasing the rich culinary heritage of Hyderabad, fresh, locally grown produce for farm to table concept, pan Asian cuisines etc. Our Sunday brunches also includes live music, face painting, sketch artist among other things. From a family dining destination to a lovely candle night romantic dinner by the pool, the team is ensuring that there is something for everyone always. 

Sustainability in the hospitality industry is essential for reducing environmental impact, conserving resources, and promoting responsible practices. Some of our practice includes 

· No Plastic Stirrers and Straws

· Compostable Garbage Bags

· Removal of All Plastic Packaging

· Sustainable Packaging for Marriott Bonvoy on Wheels and Storing Materials

· Bulk Amenities Dispensers Instead individual single-use bottles

· Use of Biodegradable Formulations

· Sourcing Sustainable Materials

· Concept of reusable Linen on guest request

· Repurposing and Upcycling

· Goal to reduce food wastage by 50 %

· In house farming at the property

· Rainwater harvesting 

· Several energy saving initiatives in plant & machinery.