Exclusive Interview | Mr. Saurabh Choksi, General Manager – Sayaji Hotel Wakad, Pune

“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

Editor: Tell us about your journey. How did it all start?
With over two decades in the hospitality industry, my journey began as an intern at The Taj Mahal Hotel, Mumbai. Those early years laid a strong foundation, as I steadily grew through the ranks—from an F&B Associate to a Butler at The Oberoi, Mumbai—immersing myself in the nuances of guest service and operational excellence.

I later expanded my horizons on international cruise liners, where I refined my culinary understanding and elevated my approach to guest experiences in a truly global environment.

The second decade of my career has been particularly transformative, allowing me to lead multiple hotel, resort, and convention centre pre-openings. These experiences not only strengthened my expertise in hotel operations but also deepened my understanding of people management. Hospitality is never an individual effort—it thrives on teamwork, and I strongly believe that success lies in empowering teams and aligning them toward a shared vision.

At the core of this industry is the Guest Service Index (GSI), a true indicator of guest satisfaction, loyalty, and repeat business. Every guest interaction is unique, and each day presents an opportunity to learn and improve. Delivering exceptional experiences is not just about service—it directly contributes to long-term profitability.

I firmly believe in the five pillars of hospitality: Team, Infrastructure, Passion, Innovation, and Profitability. When these elements work in harmony, they create not only memorable guest experiences but also sustainable business success.

Editor: What do you think it takes to succeed in this industry?
 Success in this industry comes down to three core values: Discipline, Dedication, and Determination. Discipline keeps you consistent, dedication drives you to go the extra mile for every guest, and determination helps you stay resilient in a fast-paced, ever-evolving environment.

Together, these qualities shape not just strong professionals, but truly memorable hospitality leaders.

Editor: What are the attributes you look for while selecting or hiring? If someone wants to work with you, what should they do?
 When hiring, I look for a positive attitude above all else—skills can be taught, but mindset is what truly defines service. A willingness to learn and grow is equally important, as hospitality is an ever-evolving industry that rewards curiosity and adaptability.

I also value individuals who are dreamers—those who are driven, aspirational, and eager to go beyond the ordinary. Alongside this, a strong foundation in knowledge and professional etiquette is essential, as it reflects in every guest interaction.

For anyone aspiring to work with me, my advice is simple: stay open to learning, remain grounded yet ambitious, and consistently strive to refine both your skills and your attitude.

Editor: What advice would you give to a young, aspiring hotelier for their internship?
 Treat learning as a daily, ongoing process—never limit yourself to what’s in front of you. Stay curious, observe closely, and absorb as much as you can from every experience and every interaction.

Most importantly, “empty your cup.” Come in without assumptions, be open to unlearning and relearning, and allow yourself to grow with every opportunity.

In hospitality, the more open you are to learning, the stronger your foundation becomes.

Editor: What is the single factor that got you your promotion?
 I have never pursued a promotion for its own sake. My focus has always been on performing to the best of my ability, learning continuously, and delivering excellence in every role.

I believe that when you are truly ready, opportunities present themselves naturally. In hospitality—and in life—success is not about chasing titles, but about consistently creating value, nurturing people, and building trust. For me, every role has been a chance to grow, every challenge an opportunity to innovate, and every guest interaction a lesson in service. Promotions and recognition follow when passion, perseverance, and performance come together.

Editor: What are some of the trends you see impacting the hospitality industry?
Social media, artificial intelligence, and continuous innovation are some of the key forces shaping the hospitality industry today. Social media has transformed the way guests discover, experience, and share their journeys, making real-time feedback and digital storytelling more powerful than ever.

Artificial intelligence is enhancing personalisation, streamlining operations, and helping brands anticipate guest needs with greater precision. Alongside this, constant innovation—whether in service, design, or guest engagement—remains essential to stay relevant in a highly competitive landscape.

Together, these trends are redefining how hospitality brands connect with their guests and deliver meaningful, memorable experiences.

Editor: What tech would you like to see in operations? What operational problems need tech solutions?
 Technology has profoundly transformed the hospitality industry. Today, operations and guest experiences are enhanced through multiple channels and specialised software — from MyCloud for property management, POS systems for seamless transactions, LightHouse for revenue management, Lanyon for corporate bookings, to HRMS platforms for people management. These tools provide structure, control, and efficiency across every department.

However, the biggest challenge lies not in the availability of technology, but in the constant need to learn, adapt, and upgrade. With so many competing solutions in the market, choosing the right system requires careful evaluation, time, and strategic thinking. The pace of innovation demands that hospitality professionals remain agile and tech-savvy, balancing tradition with modern tools to deliver exceptional service.

I believe that mastering these technologies is no longer optional — it is essential. The future of hospitality belongs to those who can integrate human warmth with digital intelligence, ensuring that while systems drive efficiency, people continue to drive experiences.

Editor: What is the one tech/app/software feature you would like to see? This could be for guests, operations, etc.
 I believe that mastering these technologies is no longer optional — it is essential. The future of hospitality belongs to those who can integrate human warmth with digital intelligence, ensuring that while systems drive efficiency, people continue to drive experiences.

Editor: Two things you would like to change in the industry.
 Two Transformations for Hospitality

Respect for Employees at All Levels
True hospitality begins not only with guests but also with the people who deliver the service. Every employee — from housekeeping to management — deserves respect from both guests and co-workers. When dignity and appreciation are embedded in the culture, morale rises, service quality improves, and the guest experience becomes genuinely memorable.

Apple-to-Apple Comparison in Business & Services
The industry often suffers from vague or unfair comparisons. Establishing clear, standardised benchmarks for evaluating hotels and services ensures transparency and fairness. Guests can make informed choices, and businesses can compete on quality rather than marketing spin. This creates healthier competition and drives continuous improvement across the sector.

Editor: What is your favourite question for a candidate interview and why?
 What’s Your Dream?

I believe that asking someone about their dream is the most powerful way to understand who they truly are. Dreams reveal passion, purpose, and the inner fire that drives a person forward. Unlike routine questions about work or achievements, this one opens the door to imagination, hope, and inspiration.

For me, it is not about whether the dream is big or small, realistic or ambitious — it is about the honesty and emotion behind it. When people share their dreams, they share a piece of their soul. That moment creates connection, respect, and often sparks new ideas.

Dreams are the seeds of progress. Every great achievement in hospitality, business, or life began as someone’s dream. That is why I cherish this question — it reminds us that beyond systems, structures, and strategies, it is human vision that shapes the future.