Exclusive Interview | Rahul Verma, Zonal GM, Kaara Hotels and Resorts
/“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.”
Your journey in the hospitality industry spans over 13 years, how has your journey shaped your perspective on hospitality?
I harbored deep interest in the hospitality industry pretty early on. Having a keen interest in the food industry and managing guest relations motivated me to pursue a career in the hospitality sector. During my association with the Oberoi Hotels, I was introduced to what is considered as the benchmark of service in the hospitality space. The exposure I received from serving these brands shifted my overall outlook towards the industry. It made me aware, as a young professional, that running operations in hospitality requires joint efforts from a motivated team and I have been focusing on making my team motivated and satisfied ever since.
Share a memorable moment or achievement that stands out during your tenure with Kaara Hotels and Resorts.
There are numerous instances, but one of such remarkable moments/achievements was when we received 60% of the wedding business during our second year of operations at KAARA Anantara, Jim Corbett through client referrals. Just in a year of operation, this stands as a huge milestone for us as a brand that wishes to redefine the meaning of conventional hospitality practices.
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.
There are instances where our service stars are referred to by our existing and happy customers/ guests by their names across various reviews in the online booking platforms & the company website for their unparalleled dedication and exceptional services. This is a big step for us, reiterating the importance of motivated employees.
How do you keep yourself updated on the latest trends in hospitality?
The dynamic nature of the hospitality industry opens new avenues for the marketers & professionals to constantly learn and grow. I personally believe in keeping a close eye on the market trends and referring to the scholarly industry reports that helps a great deal to catch up to and inculcate the best practices.
We at Kaara, are adopting practices & processes that ensure the guest experience is our utmost priority alongside advocating an employee-first approach. We also include sustainability measures & other practices that are not only cost effective but are environmentally conscious and help us serve our guests better.
What is your approach to building and leading a successful team?
I believe, managing a team and grooming our people in line with the vision of the brand is necessary to build a successful team. As the industry gets more competitive, employees are required to provide the best services to keep up with the industry players. It becomes an inevitable part of the overall training process where we align the brand goals and objectives with individual goals nurturing the concept of growth organically for all. However, I believe our service stars are the face of KAARA, and to keep their morale high - good people management is key.
How do you ensure a delightful experience for your guests while meeting business goals?
I believe, as service providers, guest satisfaction is our utmost priority. Personally, I focus on guest delight and believe that if your guest and staff are happy, you are on the right track and our small but meaningful gestures highlight this. For example, in Kaara Atharva Palace in Jaipur, we have infused the local Rajasthani culture with a fun outlook and outfitted our palace rooms bedside tables with a Snakes and Ladders game. One vital strategy is to ensure our resorts bring in a sense of the local community & culture that they are a part of which is visible in the way our properties are constructed, the aesthetics and even the culinary flavors. In terms of our people, we engage with them on a regular basis to address their concerns, if any, and help them grow as professionals in this challenging sector.
We also undertake various skilling & upskilling initiatives which every employee can take advantage of every year for helping them grow & excel while working with us. I reiterate, that if my people are content, my guests will always be happy.
Outside of work, what makes you tick?
Traveling and reading makes me connect to nature like no other, which is also what Kaara stands for - never losing touch with nature. Hospitality industry never sleeps, we are ever-ready to serve the guests and I believe reading helps me be abreast of the latest developments while enjoying what I do. As hospitality professionals, we are required to be in our best shape, given the long hours and hectic days - any form of physical activity helps.
