The Secret Ingredient? People.

At this business hotel, it’s not the location, brand, or price that wins you over.
A business hotel is supposed to be efficient. One that makes you smile is a rarity. One where the people leave such a impression is frankly impressive.
If you ask business travellers what matters most to them, location tops the list, followed by brand, service, price. Very rarely will the people at the hotel be mentioned as a factor. Courtyard By Marriott, Navi Mumbai is that rare business hotel, where the people tasked with taking care of you make all the difference.
I went there for the location. As the car was turning in, it looked as if they had a corridor connected to the DY Patil Stadium. I asked, they don't, but they do have a secret gate now which opens for VIPs.  The location is mega.  Pro Tip - If you are ever at the hotel during one of these days when DY Patil is hosting a big event - think Coldplay, and if your room does not have the view I had, then go to the 8th floor, and take it all in with a signature drink and some house music. 

The brand is not really a big factor for me, personally, preferring stand alone and boutique hotels, but this one just happens to be a Courtyard. I am convinced, Roy, the affable, genial, very huggable General Manager would be able to command higher prices if the hotel was a boutique property. He runs it way better than what a Courtyard usually is.

Every member in his team takes their cue from him, an acknowledgement that people make hospitality, that people will always be key and it's the people who create the magic. This piece is a little ode to all them at Courtyard Navi Mumbai, who make every interaction such a joy. 
The Check In was warm, traditional, and quick.  A delightful combination. The rooming was excellent.  It wasn't a rote delivery of the standards and talk lines. My host held a conversation.  He unveiled the view, which I think could be done with even more flair (I mean, come on, check out that view!), checked if I would like a hot cuppa and ensured it was served. Seamless. 

Very soon, I needed some help. I had forgotten to mention I needed a hard bed, but the AYS (At Your Service) was quick (a recurring theme here), and warm.

The housekeeping attendant who turned up was such a joy. He asked for permission before entering (my door was ajar), wished me warmly and reconfirmed I requested a hard bed. Yes, I am going into granular details here. Please notice how he did not appear at my door and say 'yes sir, how can I help?'.  This tells you that the AYS did not simply call and send someone from housekeeping. She mentioned to them what I had requested.  AYS working, Check! He then suggested he turn the mattress around and if that was not to my satisfaction he would bring in a plank. Housekeeping, Check! Care, Check Check!

He got to work, stick with me here, I am not going to take you into the bed making process of the hotel, but when he got to turning the mattress, his petite frame seemed a challenge. I offered to help. He smiled, thanked me and asked if it was ok if he made a call. I said yes, please do. His call is what I want to highlight. 

'1711, Mr Tweety's room'
That's all he said. And in a few seconds, his colleague showed up. He did not need to tell his colleague why he was calling him, he did not need to say it twice, or wait. He knew that his friend would turn up immediately. That trust comes from working together and respecting each other. In so many hotels, this call would have gone a little like this:

'1711. I need help'
‘Why? What For?
'To flip mattress'
'Why?’
‘Because I was unable to do it alone'
‘Hmmm. Is the guest sitting on your head?’
'yes, the guest is in the room'
'Ok’
‘Are you coming?’
‘I am waiting'

5 minutes later

'hello. sending someone?'
and then, 'Sir, I will go and get someone'.

This was different. They finished making the bed, asked me to sit on it and let them know if I was happy with it. Asked me if I needed anything else and again mentioned 'Please let us know if you would like this changed'. 
They also held a conversation with me. I was curious, they answered, told me a little about the region, the changes in Navi Mumbai since I last visited the city 7 years ago. That they are hotel management graduates from the hotel school down the road, was a sweet coincidence. That was where I was headed the next day. The interaction was human.

The bed felt nice. I took a cuppa of the ginger chai, took a nap, emailed some people, checked off some tasks, and went back to admiring the view. Then I got hungry.
If you are at the Courtyard in Navi Mumbai, just eat at Malaang. And then ask for Chef Avinash Nalawade and tell him I sent you. You will get the tweety experience.

He looks after you personally. He is there, to recommend, to check on you and your guests, to say good night at mid-night. To surprise you, to tell you you haven't had enough, that you must try this, and after you have, you must try this now and after you have, you must definitely try this.  His signature dishes embody his love for food, but more importantly for his guests. He is creative, warm, and dam good cook!. He tells me I have to try out his take on the shahi tukda, I did and now I have to tell you to try out his take on the shahi tukda. It’s called Balai ka Tukda.

We say good night. I have a little walk around. I do not have the time to take in a massage at the spa, but it looks like it is run by warm, caring people. They seem to make the most of the cramped space they share with the gym. Functional, like it should be for a business hotel. I get some late night work out to negate the damage the glutton in me and the chef in the kitchen have just caused at dinner. 

After a peaceful sleep, achieved with one button switching off all lights (if there is one takeaway from this for you, let it be, get a master switch installed in your rooms), and awake to take on the day. A hectic, full, packed with excitement day needs an epic breakfast.  They did not disappoint, except for one tiny thing.
The coffee shop / all day dining is on the 4th floor. I suggest you grab a table by the window, and just look 30 degrees and above.  That is wonderful in the rains, else, you get sucked into the city again. Keep that maximum city at bay for another hour or so if you can.
You will meet Sayli.  She will welcome you with such brightness you are sure there is a sea somewhere close and that you have a villa. You don't, but she carries that warmth with her as she shows you to your table. She sees you are already eyeing the breakfast spread and immediately takes the conversation towards it.
You say thank you, and she leaves, this is after all a buffet and you are old enough to make your own plate, but then you become greedy and have no hands to pour yourself a cuppa strong chai. It gets poured into a kullad and magically follows you to your table. Chai makes me happy, now you know.

The service is impeccable, but the care is astonishingly genuine. When she suggests eggs, she seeks to make sure they are made just the way I want them. She joins me in my delight of fresh pancakes. She is happy that I am happy. That is rare.
Breakfast done, it was time to switch to work mode. I had a full day, packed my bags and told the Front Desk that they can bring it down whenever they want and that my driver (chauffeur?, just to feel rich?) will come and collect it. All done, without having to repeat myself. Not once, during my entire short stay, did I need to repeat myself. Not once.

The cafe at the lobby is usually buzzing, lots of people cracking lots of deals, but there are books on each table. I grab one, it's Shakespeare, I put it back with respect and a quizzical look around. It brings forth the host. I am served with what I now know is this hotel's way, warmth and personality.  The chai latte is so good, I have to find the maker and the process. I find out that they brewed it in the traditional way one does it at an Indian household. No machine drivel for me, they said.

No machine drivel indeed.  Every interaction was real and in the best possible way. Maybe it's the location, maybe it's the brand, maybe the training or the processes, but I am convinced it is the leadership.  When you meet the GM, the Director Sales or Director PR or Director Rooms or the Executive Chef, you are meeting a person not a designation. Their true self shines through and I think that is what allows everyone else on the team to be who they are, not hospitality professionals, but caring, loving, humans.

by Editor, Hospemag