In the rapidly evolving landscape of the hospitality industry, the role of a leader is paramount in driving both operational excellence and innovation. In this insightful conversation, Pankaj Gupta, the newly appointed Area General Manager for IHG South West Asia and General Manager at Crowne Plaza New Delhi Mayur Vihar, shares his immediate priorities, strategies for enhancing guest experiences, and the importance of sustainability in today’s hospitality sector.
What are your immediate priorities in your new role as Area GM IHG South West Asia and GM at Crowne Plaza Mayur Vihar?
As the Area General Manager for IHG South West Asia, my immediate priorities are to drive operational excellence and foster a culture of collaboration and innovation across the portfolio. A key initiative will be the implementation of a “Cross-Exposure Program,” where team members from different hotels collaborate on projects, share insights, and learn from each other’s experiences. This program is designed to enhance operational practices and strengthen the overall performance of our hotels.
Additionally, I am committed to establishing specialized task forces that will address specific regional challenges and opportunities. These task forces, composed of champions from various hotels and departments, will develop and execute targeted strategies to drive performance improvements and adapt to market dynamics.
Personal engagement through regular visits to all hotels, including remote locations, is essential. These visits will allow us to gain a firsthand understanding of each property’s unique challenges and provide direct support. This hands-on approach ensures that our strategies are effectively aligned with real-world conditions and allows me to offer tailored guidance.
At Crowne Plaza Mayur Vihar, we will focus on enhancing the guest experience by expanding our facilities. This includes introducing innovative dining concepts that blend local culinary traditions with international influences, creating a unique and memorable gastronomic journey. While a regional cuisine-based restaurant is already in the planning stages, we will also expand our banquet spaces to offer versatile solutions for a wide range of events, from intimate gatherings to large celebrations. Additionally, we are diversifying our room offerings to cater to evolving preferences, ensuring a comprehensive and engaging experience for all our guests.
How do you plan to enhance the sales and marketing strategies at Crowne Plaza Mayur Vihar to attract both business and leisure travellers in the post-COVID landscape?
To elevate our sales and marketing strategies at Crowne Plaza Mayur Vihar, we will implement a multifaceted approach that blends innovative digital techniques with traditional marketing methods. We will focus on our global program- IHG One Rewards to deliver personalized incentives and exclusive benefits, which will play a crucial role in fostering guest loyalty and encouraging repeat stays. We will strengthen our relationship with our IHG Business Edge and IHG Business reward partners as well.
We will also leverage IHG Boost to optimize our promotional efforts, ensuring that our marketing campaigns reach the right audience with compelling and targeted offers. This tool will be essential for enhancing our digital marketing strategy, which will include precise audience targeting through advanced SEO and data-driven advertising.
An integral part of our approach will be the incorporation of interactive content, such as virtual tours and augmented reality experiences, which will provide potential guests with a dynamic preview of our property. This will be specifically beneficial for our MICE and Wedding segment. This immersive engagement will showcase our unique amenities and enhance the booking experience.
Public Relations (PR) will be pivotal in shaping our brand narrative. We will seek to secure coverage in influential publications, positioning Crowne Plaza Mayur Vihar as a premier destination for both business and leisure travellers. Our strategy will also include collaborations with industry partners to extend our reach and enhance our credibility. Moreover, we will host exclusive culinary and wedding showcase events that highlight our property’s unique offerings and engage our target audience.
A significant aspect of our marketing strategy will be promoting IHG Dining Deals. We will create enticing dining packages that offer exceptional value, appealing to both local patrons and international guests. These promotions will not only enhance the guest experience but also drive incremental revenue and boost our property’s visibility.
By continuously monitoring guest feedback and sentiment, we will fine-tune our marketing efforts to align with evolving trends and preferences. This integrated approach aims to attract new guests, deepen our connections with existing clients, and establish Crowne Plaza Mayur Vihar as a leading choice for business and leisure travel.
How do you manage the unique demands of both city centre business hotels and spiritual destination properties?
Managing the diverse demands of city centre business hotels and spiritual destination properties requires a nuanced approach tailored to the distinct needs of each type of property. For city-centre business hotels, our strategy revolves on addressing the specific needs of corporate travellers while maximizing weekday occupancy. This involves integrating wellness and productivity-enhancing amenities, such as state-of-the-art fitness facilities, wellness-focused dining options, and flexible workspaces. By providing these features, we cater to the evolving expectations of business travellers who seek both convenience and comfort during their stays.
To further drive engagement and occupancy, we will implement strategies to convert weekday business travel into weekend leisure stays. This includes offering special packages that combine business services with leisure experiences, such as discounted weekend rates for extended stays and curated local experiences that encourage guests to explore the city.
Conversely, spiritual destination properties like those in Katra require a different focus. Our strategy here emphasizes creating immersive, spiritually enriching experiences that resonate with guests seeking solace and rejuvenation. We will partner with local experts to offer authentic cultural and spiritual activities, such as guided pilgrimages, meditation sessions, and traditional wellness practices. These experiences are designed to enhance the spiritual journey of our guests and provide a deep connection to the destination.
To balance the needs of both property types, we employ a data-driven approach to market analysis and demand forecasting. This involves mapping competition, anticipating demand fluctuations, and adjusting our strategies accordingly. For example, we will tailor marketing efforts and promotions to suit the peak seasons and off-peak periods for each type of property, ensuring that we effectively capture and cater to the unique preferences of our diverse guest segments.
By adopting these targeted strategies, we aim to provide exceptional experiences tailored to the specific needs of business and leisure travellers, enhancing guest satisfaction and driving sustained success across our portfolio.
How has the hospitality industry evolved post-COVID, and what adaptations are you implementing at your properties?
The pandemic has significantly reshaped the hospitality industry, underscoring the importance of enhanced health and safety protocols, technological advancements, and a holistic approach to guest well-being. While rigorous hygiene standards have always been integral to our operations, the pandemic has led us to further refine and elevate these practices to meet the heightened expectations of our guests. We have incorporated advanced touchless technologies and implemented even more stringent cleaning protocols to ensure a safe and comfortable environment for all.
In response to the growing demand for wellness and self-care, we have expanded our focus beyond traditional offerings to include a range of comprehensive spa therapies. Our wellness initiatives feature both Ayurvedic and Western treatments, catering to a diverse range of guest preferences and promoting overall well-being. By integrating these holistic therapies into our services, we aim to provide a deeply rejuvenating experience that supports both physical and mental health.
Our approach to human resource management has also evolved. We are leveraging Work Optimization Tools (WOT) to streamline operations and enhance staff productivity. Regular quarterly check-ins are conducted to assess and improve employee engagement, ensuring that our team remains motivated and aligned with our goals. Additionally, we are committed to attracting and developing top talent through initiatives with IHG Academy. This collaboration not only helps us with bright talent but also supports their career growth and development within the organization.
With sustainability becoming increasingly important in the hospitality sector, what sustainable practices are you looking to implement across your portfolio of hotels in South West Asia?
Sustainability is at the forefront of our operations, and we are committed to implementing a range of practices across our portfolio of hotels in South West Asia to address environmental and social responsibilities. Our efforts are guided by IHG’s “Journey to Tomorrow” sustainability strategy, which focuses on creating a positive impact through responsible business practices and environmental stewardship.
A cornerstone of our sustainability initiatives is the continued use of IHG Green Engage, our comprehensive sustainability management tool. This platform allows us to track and manage our environmental performance meticulously. It provides insights into energy and water consumption, waste management, and overall environmental impact, enabling us to implement targeted strategies for improvement and measure our progress effectively.
Energy efficiency is a major focus of our sustainability efforts. We are investing in advanced technologies such as LED lighting, high-efficiency HVAC systems, and energy management systems to reduce our overall energy usage. These measures help lower our carbon footprint while also achieving cost efficiencies.
Water conservation is another key area of our strategy. We are adopting practices such as installing low-flow fixtures and implementing rainwater harvesting systems to minimize water usage and support local water resources. Additionally, we are exploring innovative solutions for wastewater management and recycling to further enhance our water conservation efforts.
Food waste management is crucial to our sustainability strategy. We are implementing in-house water bottling plants and bio-methanation processes to reduce waste and repurpose organic materials. These initiatives help decrease landfill waste and turn potential waste into valuable resources.
Community involvement is integral to our approach. We are committed to sourcing local and sustainable goods, which not only supports regional economies but also reduces the environmental impact associated with transportation. We are also gearing up for IHG’s “Giving for Good” Month, an initiative that underscores our commitment to community support and responsible corporate practices. During this month, our hotels will participate in various activities to benefit local communities, including environmental conservation projects and community service events.
Our sustainability efforts are further driven by innovation. We continuously seek out new technologies and practices to advance our environmental performance and create a more sustainable future. By fostering a culture of sustainability within our organization and actively engaging our guests in these efforts, we aim to lead by example and make a significant positive impact.
Author: Jaun Shahi
Journalist, Sub-Editor, Travellers’ World Jaun is a soft-spoken and gentle soul who thrives as a Journalist with his exceptional observation skills and an eye for intricate details. He is a true multitasker who efficiently handles various tasks and always brings a professional approach to everything he does. His genuine team spirit makes him an integral part of the TW family, as he consistently collaborates and supports his colleagues.
