‘We invest in our workforce and their development’

AS AN accomplished hotelier with extensive experience in the hospitality industry, his strategy for successful business growth revolves around a holistic approach. Central to this approach is an unwavering commitment to guest satisfaction, feels Rubin Cherian, General Manager, Novotel Hyderabad Convention Centre & Hyderabad International Convention Centre. He adds that they prioritise delivering exceptional services, fostering loyalty and cultivating positive reviews, all of which play a pivotal role in today’s digital landscape.

“Alongside this, we focus on revenue generation, continually exploring opportunities to maximise income through dynamic pricing, strategic partnerships and innovative packages. Sustainability is another cornerstone of our strategy, with a commitment to minimising our environmental impact through eco-friendly practices. Our workforce is crucial and we invest in their development, creating an empowered and engaged team.

Innovation and adaptability are key, allowing us to stay ahead of industry trends. Finally, community engagement and local partnerships enhance our brand’s reputation and contribute to our growth. This multifaceted strategy ensures sustainable, long-term success in the dynamic world of hospitality,” he says.

With a career spanning over two decades, Cherian’s professional journey has been deeply rooted in a profound appreciation for personal interactions and the transformative power they hold in enriching the lives of individuals. “My unwavering passion for crafting unforgettable experiences for guests has been the driving force behind my path in this sector. My passion for personal interaction naturally led me to the front office department where I could engage with guests directly.

Over the years, I dedicated myself to growing within the Front Office department, eventually realising my dream of overseeing all aspects of hotel operations,” he shares. Cherian took over as GM of NHCC and HICC in January 2023 with focus on profitability, business results, business management and increase revenues. “I’m pleased that our strategic initiatives, including revenue optimisation and efficient cost management, have yielded positive outcomes.

We’ve witnessed increased occupancy rates, improved profitability margins and a consistent trajectory of revenue growth. This reaffirms our commitment to achieving long-term success for Novotel Hyderabad & HICC,” he says. On present-day hospitality landscape and what does future hold, he opines, “There has been a dynamic shift towards embracing technology for both convenience and safety.

Sustainability has become integral to day-to-day operations, reflecting a growing commitment to environmental responsibility. Personalised guest experiences continue to thrive, catering to the unique preferences of each visitor. ” He adds flexibility remains the key to success, enabling the industry to adapt swiftly to evolving circumstances and meet the changing demands and preferences of travellers.

“The hospitality sector, by its very nature, is resilient and poised for evolution, ensuring it remains at the forefront to meet the diverse needs of today’s travellers and those of the future,” he feels. Since the pandemic, retaining talent has been a challenge for the industry especially in the current competitive environment. To address this, Cherian shares that they have placed strong emphasis on nurturing the team members’ growth and well-being.

“We offer comprehensive training and development programmes, providing a clear path for career advancement within the organisation. Fostering a positive work culture, where employees feel valued and recognised for their contributions, is central to retaining talent. We regularly benchmark compensation and benefits to ensure our team members are motivated and rewarded competitively which helps us retain skilled and dedicated professionals in these demanding times,” says the GM.

What makes Novotel Hyderabad and HICC truly unique is their ability to seamlessly blend both corporate and social events with associations, creating a vibrant and multifaceted atmosphere, feels Cherian. “This distinctive mix contributes significantly to the success and desirability of our properties in the region. While specific figures may naturally fluctuate due to factors like geographical dynamics and seasonal variations, our unwavering commitment and continued efforts have solidified our position as the preferred choice for MICE events and large-scale weddings,” he shares.

In the MICE domain, HICC serves as a pivotal hub attracting participants from various corners of India and international markets. Domestically, the key source markets include Hyderabad, Delhi, Mumbai and Bengaluru while internationally, the US, the UK and Europe drive substantial demand for international associations and conventions. The diverse geographical reach underscores the significance of HICC on both the national and global stages.

When it comes to weddings, the two properties host ariund 50 weddings each year, catering to gatherings from 500 to 6,000 guests. “This showcases our versatility and capacity to accommodate a wide spectrum of wedding sizes and styles, further cementing our reputation as a premier wedding destination. F&B offerings always play a key role in shaping the overall guest experience at a property.

On what role does it play at both the hotels, the GM says, “We take immense pride in our F&B offerings, which have been meticulously designed to captivate and delight our discerning guests. Our culinary journey is a fusion of diverse flavours, ranging from fine dining to relaxed and casual settings, all aimed at ensuring the guests enjoy a truly memorable gastronomic experience. Beyond our diverse restaurant offerings, we are committed to accommodating dietary preferences and special requests, ensuring that each guest’s dining experience is not just satisfying but truly exceptional.

Furthermore, we take pride in curating various mini-IPs (Intellectual Properties) and experiential events that elevate our guests’ overall stay. These initiatives are thoughtfully designed to add unique and memorable dimensions to their visit. It’s our way of going above and beyond to ensure that every moment with us is a moment to cherish.

” The infusion of technology and digitisation into the hospitality space has not only transformed the way it operates but has redefined guest expectations. Accor Hotels have been at the forefront of embracing these changes to enhance guest experiences. “Our digital innovations include the use of digital key cards for ease of check-in and check-out processes, the use of artificial intelligence and chat bots to anticipate guest preferences and provide tailored recommendations.

Furthermore, our commitment to sustainability is reflected in our digital initiatives, such as minimising paper usage through e-concierge services, digitally tracking the food waste we produce for better waste management. In essence, technology has become an integral part of Novotel and HICC’s identity, driving efficiency and elevating the overall quality of service we provide to our guests,” he shares. Sharing his views on how does he relieve his stress levels as General Managers often feeling the heat of pressure, he says, “I find relief through regular exercise, such as morning runs and evening workout at the gym which help maintain mental and physical well-being.

Additionally, having a strong support network, both within the workplace and among friends and family, provides a valuable outlet for sharing experiences and seeking advice. ” This article was published in BW hotelier issue dated ” with cover story titled ‘BW HOTELIER IHA 2023 SPECIAL’.