Exclusive Interview | Anmol Luthra, General Manager, Sarovar Hotels
/ Ritika Dsouza“Trainees must not think that they are being used for menial jobs rather they should try and learn all the basics of each department so that when they become leaders during their course of time, they shall understand each one’s job profile and can co-relate to it easily while leading the show.”
Anmol Luthra
Editor: Tell us about your journey. How did it all start?
My father has always been my Idol and he would cook the dinner meals with great style and passion as a hobby which in turn inspired me to be a Chef and I convinced my Father to let me pursue Hotel Management and there the journey started. I left my Civil Engineering breaking the family league and joined IHM Shimla in the year 1998.
Editor: What do you think it takes to succeed in this industry?
Any success anywhere has its own trajectory path, in our industry success starts once you start adapting to human life from guest need point of view and you start innovating measures which would bring change in the experience from a guest perspective which in turn gets you recognition and your success story kicks each passing day.
Editor: What are the attributes you look for while selecting or hiring? If someone wants to work
with you, what should they do?
I simply look for an approach of an individual whether he/she is eager to learn and is a team player as our industry needs an individual with a positive attitude who can deliver with a smile at all times.
Editor: What according to you can trainees do while they are training at hotels to make it a win-win for them & the hotel/unit?
Trainees must not think that they are being used for menial jobs rather they should try and learn all the basics of each department so that when they become leaders during their course of time, they shall understand each one’s job profile and can co-relate to it easily while leading the show. To make a win-win stepwise protocol of individual training program shall be discussed and formed before the commence of the training program during Induction.
Editor: What are some of the trends you see impacting the hospitality industry?
Across almost all industries, the need for personalization is a major trend and the hospitality industry is most dependent on this since the beginning. This is primarily driven by the rise of big data. Meanwhile, a growing number of hotel guests want to be treated as individuals, rather than just another anonymous customer. Personalisation can be deployed in a variety of ways. Within hotels, for instance, returning customers can be automatically provided with similar services to last time they stayed leaves an impression always. Apart from the above being ahead in technology is another thing which has to come in our blood to be ahead of our competition.
Editor: Tech is now an enabler for great hospitality. Can you share with us some of the tech that goes into creating your guest experience?
In these present unprecedented times of Covid 19, technology has become the key driving factor for any business and for us, right from Contact Less Check-In, In-Room dining E- Menu to E-payments has become a mandate to safeguard our associates and all our Guests.
Apart from this our Database management, Hotel Operations, Revenue Management etc remain to be technology-driven and there is a need for continuous improvement in this space.
Editor: Two things you would like to change in the industry.
Looking at the current need of time, we need to work fast on getting onto Remote working culture. With cloud-based systems, the majority of the operations can be controlled remotely. In hospitality, cloud-based systems will help manage everything remotely and instantaneously. Secondly, would like to replace the word “Training” with “ Coaching” for our future leaders studying Hotel Management as Coaching them would make much more sense to choose their right stream from various options available.
Editor: What can we expect in the coming year?
Next year doesn’t look so stable for our industry which has been worst hit by COVID-19 pandemic impact. Millions have lost their jobs in our sector already. I personally wish a speedy recovery from this pandemic so that our millions of associates can join back the work and do their self-motivated jobs with same passion and courtesy. All our Guests also have to transform themselves and adapt to New Normal and we shall pay utmost attention to their Safety. We would have to reinvent our Processes, Culinary experience and much more.
"True hospitality goes far beyond standard service. It is about showing genuine care and being willing to go the extra mile when it truly matters."
“Empty your cup—be open to unlearning and relearning, and allow yourself to grow with every opportunity.”-Mr. Saurabh Choksi, General Manager – Sayaji Hotel Wakad, Pune
“Resilience, adaptability, and genuine team leadership top the list—build trust through open dialogue and empower associates to innovate.”- Subhankar Bose, General Manager – Sheraton Hyderabad Hotel
Our vision is to position Sheraton Grand Palace Indore as Central India’s most trusted luxury destination a benchmark for service excellence, innovation, and sustainability
Looking at the hospitality sector, I believe two significant areas need to advance: first, a stronger industry dedication to sustainable practices that extend beyond superficial efforts and truly reduce our environmental impact. This isn't solely about attracting environmentally conscious travelers; it's about our duty to safeguard the places we operate for generations to come.
True success is when guests leave with memorable experiences, employees feel valued and I continuously push my own boundaries to innovate and grow.
At Mövenpick Resort Al Marjan Island, we strive to create a seamless fusion of luxury and culture, offering guests an immersive experience that celebrates the rich traditions of Ras Al Khaimah.
We envision Grand Mercure Mysore as a place where people come to relax, rejuvenate, and immerse themselves in the rich tapestry of Mysore’s culture.
My global experience managing luxury hotels has significantly influenced my management style. Working in diverse environments has taught me to adapt to various cultures and address unique operational challenges, which is particularly valuable at OZEN LIFE MAADHOO with its diverse guest demographic.
In the coming months, you can expect us to continue leveraging technology and automation to enhance guest experiences at DoubleTree by Hilton Varanasi. We are working on integrating advanced data analytics to personalize guest interactions further and enhance operational efficiency.
We recycle food waste into compost, use glass instead of plastic for water, and harness solar energy with 1,443 panels generating 2,000 KWH daily. Our reforestation efforts aim to convert open scrub into dense forest cover, while community programs empower local women in sustainable farming. Embracing an earth-to-table approach, we also grow organic produce.
For those aspiring to become hotel General Managers, my foremost advice is to never lose sight of the path you've traveled to reach this position. The journey from the ground level, starting at an entry position, holds immense significance. It's crucial not to forget your humble beginnings, as this keeps you rooted and grounded amidst growth.
Hotels unlike other Industries require service to come from within or Heart as I would like to say. Either you have it in you or you don’t.
My advice to someone aspiring to be a Hotel General Manager is to cultivate a diverse skill set, continuously seek learning opportunities, develop strong leadership abilities, prioritize guest satisfaction, and always lead by example with integrity and passion for the industry. 
We are continuously evolving to meet the changing needs and preferences of our guests, leveraging technology and innovation to enhance the guest experience. Our focus on sustainability and community engagement is also a key part of our future vision.
The hospitality industry scenario in India is moving quickly. My advice is to stay flexible and keep learning. Change is good, whether it is in tech or in what our guests need. The heart of hospitality, making guests feel at home, will always be the same. Keep improving your people skills and your passion for service. The future looks promising, and I’m excited to see how newcomers will shape it.
It is important not to give in to failures. We all have our good and bad days. A great guest comment can make your day.
Luxury Hospitality will mean more high end technologies, so the guests will be overwhelmed with joy! In the rooms, in restaurants, spa, gym, pools, banquet, and more… As well I would love to see the front desk disappear, so people do not have to do check-in and check-out. Meals could be order by looking at an interactive photos system on an IPad placed in the rooms, and orders will go directly to the concerned kitchens. 
We are continuously working around ideas that have a touch of luxury & the warmth of home setting us apart from other functioning brands & their services.
At Marriott, we strongly believe that inclusive hiring is the need of the hour and walking this talk, an all-women team opened The Westin Hyderabad Hitec City earlier this year.
When hiring for the hospitality industry, we typically look for a combination of technical skills, personality traits, and specific attributes that are crucial for success in a customer-oriented and service-driven environment.
The paramount quality required for thriving in any industry, particularly within the realm of hospitality, is an unwavering passion for one’s work. It has been astutely stated that “The only way to do great work is to love what you do” In this context, I firmly believe that to excel in the hospitality industry, one must not only be hardworking but also inherently passionate about their role.
Golkonda Resort & Hotels is a Hyderabad based Hospitality operation, We feel proud Hyderabadi, Son of Soil in terms of extending Nizami Delicacy to all our esteemed clients of the tech city, at the same time we try to be contemporary yet native. 
Confidence, Communication, Culture Fit followed by ability to produce results and Job Knowledge are my 5 Point check list when I look for a team member.
Marriott's core philosophy, echoing the words of Mr. Marriott himself, centers on the belief that we must take care of our associates, who, in turn, will provide exceptional care to our guests. This principle is not just a theory but a practice deeply ingrained in our approach.
