Ritesh Sharma, with over two decades of experience in the hospitality industry, currently serves as the General Manager of Holiday Inn Katra Vaishno Devi. His journey from the Institute of Hotel Management in Bhopal to leading one of the prominent IHG properties highlights his dedication to enhancing guest experiences and operational efficiency. In this interview, Ritesh shares insights into his career, strategic vision, and the unique offerings at Holiday Inn Katra.
Can you briefly outline your journey in the hospitality industry, from graduation to your current role at Holiday Inn Katra?
My journey in hospitality traces back over two decades, starting from the bustling corridors of the Institute of Hotel Management in Bhopal. Joining IHG in 2008 wasn’t just a career move; it felt like finding my professional tribe, where the promise of “Room to Grow” was more than just a tagline – it was a lived reality.
Beginning as a Front Office Manager at Crowne Plaza Kochi, I was immediately drawn into the vibrant rhythm of coastal life, where every day brought forth new adventures and challenges. Transitioning to the role of Director of Rooms at Crowne Plaza New Delhi Okhla provided me with a deeper insight into the inner workings of the hospitality industry, amidst the chaotic yet captivating pulse of Delhi.
However, it was my stint as General Manager at Holiday Inn Express New Delhi International Airport T3 that truly tested my mettle and refined my skills. Leading initiatives to enhance guest satisfaction and streamline operations was no small feat, but it was here that I witnessed first-hand the transformative power of IHG’s culture of continuous improvement.
And now, as I navigate the corridors of Holiday Inn Katra, a place that holds a special corner in my heart, I’m reminded of the most exciting chapter of my journey with IHG. Being involved since its pre-opening phase has been both challenging and immensely rewarding. Katra’s unique blend of spiritual sanctity, nature proximity, and the quest for adventure makes it a fascinating destination in the hospitality landscape. Tucked away amidst the serene embrace of the Himalayas, Katra offers a canvas, where tradition dances with modernity, creating an experience like no other.
As we strive to elevate Holiday Inn Katra to new heights, I remain grounded in IHG’s ethos of True Hospitality. Together, we’re not just managing hotels, we’re crafting genuine, memorable experiences that linger in the hearts of our guests long after they’ve bid us farewell.
How has your experience within IHG Hotels and Resorts shaped your approach to guest experience and operational efficiency?
My tenure within IHG Hotels and Resorts has profoundly influenced my approach to guest experience and operational efficiency, encapsulating the core tenets of True Hospitality, guest-centricity, continuous improvement, sustainability, technology integration, and a culture of training and development.
True Hospitality, as espoused by IHG, serves as the cornerstone of every interaction and decision. It’s about going beyond mere service to create genuine connections with our guests, anticipating their needs, and exceeding their expectations at every touchpoint. For example, at Holiday Inn Katra, we organize Satvik Thali dinners allowing guests to enjoy dishes prepared according to the principles of Satvik cuisine, using locally sourced ingredients. We also organise village style meal experiences for the guests who would like to try local cuisines.
A relentless focus on being guest-centric guides our actions, ensuring that every initiative is tailored to enhance the guest experience. Whether it’s personalized service, thoughtful amenities, or innovative solutions, our aim is to create memorable moments that resonate with each guest long after their departure. This philosophy is evident in our efforts to provide special in-room amenities for guest rejuvenation after Darshan, such as aromatherapy kits and local herbal teas.
Embracing a culture of continuous improvement means that we are always striving to refine and enhance our operations. Feedback mechanisms, performance metrics, and regular assessments enable us to identify areas for optimization and innovation, ensuring that we remain at the forefront of excellence.
Sustainability lies at the core of our operations, with a commitment to minimizing our environmental footprint and maximizing our positive impact on the communities we serve. From energy-efficient practices like installing 100% LED lighting and using heat pumps instead of hot water diesel generators, to waste reduction initiatives such as our wet waste compost plant, we integrate sustainability into every aspect of our operations, aligning with IHG’s Journey To Tomorrow goals. Technology serves as an enabler, empowering us to deliver seamless experiences and streamline operations while the culture of training and development nurtures our talent, equipping our team members with the skills and knowledge needed to excel in their roles.
What initiatives did you spearhead at Holiday Inn Express New Delhi International Airport T3 that significantly elevated guest satisfaction ratings and streamlined operational processes?
At Holiday Inn Express New Delhi International Airport T3, I spearheaded initiatives that made a tangible impact on guest satisfaction and operational efficiency. For instance, we implemented a real-time guest feedback system, enabling us to address concerns promptly and proactively, resulting in a noticeable improvement in overall satisfaction ratings. Moreover, by optimizing our check-in and check-out procedures and leveraging technology solutions like mobile check-in options, we not only reduced wait times but also enhanced the overall guest experience, leading to positive reviews and repeat visits.
Given Katra’s unique blend of spiritual pilgrimage, comfort-seeking tourists, and growing leisure travel, what is your strategic vision for Holiday Inn Katra in ensuring an exceptional guest experience at every touchpoint?
Holiday Inn Katra embodies a harmonious fusion of tradition and modernity, where spirituality intertwines with comfort, and adventure awaits at every turn. Our strategic vision transcends conventional hospitality; it’s about curating immersive experiences that resonate deeply with each guest’s journey. From the moment guests step into our lobby, they’re enveloped in the essence of Katra – a place where serenity meets excitement, and every moment is infused with meaning.
Through thoughtful amenities, personalized service, and a celebration of Katra’s rich cultural heritage, we aim to redefine hospitality in this enchanting destination. This includes organizing local guided tours that offer a deep dive into the cultural and spiritual essence of the region. Additionally, fostering partnerships with local businesses and cultural institutions will enrich our guests’ experiences and contribute to the overall growth and development of the region. We have collaborated with a nearby mall to offer access to their extensive kids’ playing area at a special price providing families staying with us an opportunity to engage kids while parents enjoy their well-deserved personal time.
How do you plan to leverage your diverse skill set and industry insights acquired from engagements with other prominent brands to further enhance Holiday Inn Katra’s positioning and offerings?
My extensive journey within the hospitality industry has endowed me with a comprehensive understanding of guest expectations and industry dynamics. At Holiday Inn Katra, I envision leveraging the collective expertise and resources to redefine hospitality in this captivating destination. Whether it’s through immersive guest experiences, strategic partnerships with local artisans and businesses, or a commitment to sustainability, our goal is not only to meet but to exceed guest expectations at every touchpoint.
Additionally, my experience in spearheading initiatives at other prominent brands of IHG has equipped me with valuable insights into operational efficiency and guest satisfaction. By implementing best practices and innovative solutions, we aim to elevate Holiday Inn Katra’s positioning as the next big destination where spirituality, nature, and comfort intertwined.
With millennials increasingly exploring cities like Ayodhya, Katra, and Banaras, how do you see international brands like Holiday Inn expanding in markets like Katra, particularly in the context of spiritual tourism?
As millennials increasingly seek authentic and meaningful travel experiences, there is a tremendous opportunity for our brand to establish a strong presence in spiritual tourism markets like Katra. Millennials are connecting to spirituality like never before, and they are also making more conscious choices about their travel experiences, seeking not just comfort and convenience but also cultural immersion and sustainability.
At Holiday Inn Katra, we recognize the unique blend of spiritual pilgrimage and adventure that attracts millennials. To cater to their diverse interests, we have collaborated with local adventure tourism operators to offer activities like rafting in nearby towns such as Reasi. This adds an adventurous dimension to their spiritual journey, providing a holistic and enriching travel experience.
Our strategic vision includes curating experiences that resonate deeply with this demographic. For instance, we organize local guided tours that delve into the cultural and spiritual essence of the region, offering a deeper connection to the local heritage.
Furthermore, our commitment to sustainability aligns with the values of many millennial travellers. We have implemented key sustainability practices such as energy-efficient lighting, water conservation measures, and waste management initiatives. By integrating these practices into our operations, we not only reduce our environmental footprint but also appeal to the conscious choices of our guests.
In leveraging digital platforms and social media, we connect with millennials and showcase our commitment to providing a seamless blend of comfort, convenience, and cultural immersion. By offering personalized service, thoughtful amenities, and sustainable practices, Holiday Inn Katra aims to redefine hospitality in this captivating destination, ensuring an exceptional guest experience at every touchpoint.
