Exclusive Interview | Himanshu Sharma, Director Sales and Marketing, Le Meridien Gurgaon
/“If I could, I would change the treatment and the culture of how we treat hospitality employees. Change the behavior towards the service people at the hotel. Everybody deserves respect and a sense of humanity.”
Editor: Tell us about your journey. How did it all start?
An alumnus of the Institute of Hotel Management Lucknow, my hospitality journey began in the year 1999. Prior to joining Le Meridien Gurgaon, my last assignment was in the capacity of Director of Sales at JW Marriott Hotel, Aerocity. Over the years I have worked with various luxury hotel brands and learned sales from various parameters.
In my current role, I am focused on taking Sales & Marketing at Le Meridien Gurgaon to greater heights and keeping the brand promise – ‘Destination Unlocked’ intact. Together as a team, we indulge in inspiring guests to discover Delhi NCR with a new perspective each time they stay with us at Le Meridien Gurgaon. The journey so far has been exciting and full of new learnings.
Editor: What do you think it takes to succeed in this industry?
1. Right Attitude towards work-
One should have the will to explore and learn more. A positive attitude not only creates a better impression in front of guests, but it helps your daily routine and maximizes your productivity at work. Eagerness towards learning something new every day.
2. Communication-
Communication is the most crucial skill for a hotelier. Good communication means that you’re listening to your guests, their requirements, understanding their problems, and valuing their feedback. Great communication from every team member can easily impress prospective clients or guests and turn them into loyal customers.
3. Be observant.
To provide the best experience to your guest, be highly vigilant to every minor detail of the hotel. It ranges from greeting your guests with a smile on your face to putting fresh flowers in the vase of the hotel lobby, providing impeccable customer service, serving fantastic food according to their needs, maintaining an efficient checkout, and so much more.
Editor: What are the attributes you look for while selecting or hiring?
1. One Must have Commitment
To be successful in the hospitality industry, your whole mindset should be to ensure the satisfaction of the guest. You must do whatever it takes to make, and keep, guests happy and returning to your place of business.
2. You Must Have Great People Skills
If there is one thing that is important as a sales professional in hospitality, it is that associates must have the ability to effectively communicate with guests and clients in order to build a strong relationship. Communicating with everyone in a polite, conversational manner, is imperative.
3. Enthusiasm and A Great Attitude
The person should be enthusiastic about their jobs, enjoy selling, and strive to do the best work possible. The goal should be to give their guests the best experience available.
Editor: What are some of the trends you see impacting the hospitality industry?
Ever since the pandemic, we have witnessed an increase in weddings and wedding-related events being conducted in the hotel. The credibility of the brand, the universal cleanliness and sanitation protocols followed by us, and the non-closure of the property all through; helped us stand tall despite these trying times.
Additionally, we have seen a surge in staycations. As international travel is currently unavailable people are traveling locally with their families, just to step out of the house and have a relaxing time. And the hotel is surrounded by lush green Aravali Hills, it gives a sense of resort-style property and promotes breathe the easy lifestyle.
Editor: Two things you would like to change in the industry.
If I could, I would change the treatment and the culture of how we treat hospitality employees. Change the behavior towards the service people at the hotel. Everybody deserves respect and a sense of humanity. Hoteliers are termed as “Unsung Heroes” especially during such times where they have outed themselves and held the fort high when the industry was adversely affected due to pandemics.
Additionally, currently people
In the current situation, we would like to change the guest perspective more towards experiencing the services, wherein we see a trend of people stepping out just to indulge in the indigenous allure of the property rather than the overly concerned material possession
Editor: What can we expect in the coming months from the property?
Staycation, weddings, and Marriott Bonvoy on Wheels (food delivery) by LM Gurgaon being our prime focus. We see a nice trend of business coming in for Virtual Conferences. For foreseeable future, special festive offerings such as Independence Day, Raksha Bandhan, Navratri, and Diwali Hampers is the demand I am assuming.
