Exclusive Interview | KK Bajpai, General Manager, DoubleTree by Hilton Varanasi
/“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 last spoke to you in 2020, when you were with Hulhule Island Hotel, Maldives. Share with us what is new with you.
Since our last conversation, I have transitioned to my role as the General Manager at DoubleTree by Hilton Varanasi, where I am involved in both preopening and post-opening phases. This position has allowed me to dive deep into the integration of advanced technologies and automation in our operations. From implementing cutting-edge guest service technologies to exploring AI-driven tools for personalized guest experiences, this role has been an exciting journey in the evolving landscape of hospitality.
How has hospitality changed in your opinion over these last few years? Has COVID changed any habits or preferences of guests? Employees?
The hospitality industry has undergone significant transformation in recent years. The COVID-19 pandemic accelerated the adoption of technology and AI, making contactless services a priority. Guests now expect seamless digital interactions, from mobile check-ins to voice-activated room controls. Employee preferences have shifted towards more flexible work arrangements and enhanced safety protocols. The pandemic underscored the importance of hygiene and personalization, leading to innovations in both service delivery and technology integration.
You have now been in India for a while. What is it that you miss about the Maldives and what is that you think only working in India can offer?
The Maldives is renowned for its breathtaking natural beauty and tranquil environment, which is something I deeply miss. However, working in India presents unique opportunities, including a diverse cultural experience and a dynamic market. India's vibrant and varied guest demographics provide a rich canvas for implementing and experimenting with innovative guest service technologies and AI applications. This dynamic environment has been instrumental in refining our strategies to cater to a wide range of guest preferences.
Opening a hotel is a big challenge. Share with us your journey.
Opening a hotel is indeed a complex and multifaceted challenge. At DoubleTree by Hilton Varanasi, we have focused on integrating advanced technologies from the ground up. This includes the implementation of AI-powered guest service platforms that enhance personalization and operational efficiency. The journey has involved meticulous planning, team coordination, and leveraging technology to streamline processes and elevate guest experiences. The early stages required aligning our vision with technological capabilities, ensuring that every detail supports both operational excellence and guest satisfaction.
What does a Hotel General Manager expect from his HODs? Share with us some pointers that young HODs can take to improve their performance and relationship with their GM.
A General Manager expects Head of Departments (HODs) to demonstrate strong leadership, clear communication, and proactive problem-solving. Key pointers for young HODs include:
Embrace Technology: Stay updated with technological advancements and how they can enhance departmental operations and guest services.
Foster Collaboration: Maintain open lines of communication with both the GM and your team to ensure alignment on goals and strategies.
Be Solution-Oriented: Anticipate challenges and present solutions rather than just identifying problems.
Focus on Guest Experience: Always prioritize enhancing the guest experience, using feedback and data to drive improvements.
6What can we expect from you, your hotel in the coming months?
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. Our focus will also be on sustainability and innovation, ensuring that we not only meet but exceed guest expectations in a rapidly evolving hospitality landscape.
