Exclusive Interview | Savio Fernandes : Hotel Manager, The Westin Mumbai Powai Lake & Lakeside Chalet
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Mr.Savio Fernandes
Hospitality is fundamentally about people. Success requires passion, empathy, and adaptability.
Hotel Manager, The Westin Mumbai Powai Lake & Lakeside Chalet
Tell us about your journey. How did it all start?
My hospitality journey began more than two decades ago with a simple yet powerful passion—to create memorable experiences through exceptional service. I was fortunate to start at Taj Hotels, where I learned the art of luxury hospitality, emphasizing attention to detail and heartfelt guest care. Later, my tenure at Four Seasons further enriched my understanding of operational excellence and innovation. Each stage in my career taught me invaluable lessons in leadership, resilience, and the importance of continuous learning.
What do you think it takes to succeed in this industry?
Hospitality is fundamentally about people. Success requires passion, empathy, and adaptability. The ability to genuinely connect with guests and colleagues is essential. The industry is dynamic—no two days are the same—so resilience and a strong work ethic are crucial. Finally, consistent attention to detail and a commitment to quality service are what leave lasting impressions on guests.
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 candidates who exhibit strong communication skills, a positive attitude, and a sincere willingness to learn and grow. Hospitality demands teamwork, so being collaborative and respectful is vital. Integrity and professionalism are non-negotiable. For those wanting to work with me, I encourage proactive learning, asking questions, and taking initiative. Show your passion for service, and always demonstrate that you value the guest experience above all.
What is the single factor that got you your promotion?
I believe the single most important factor was my ability to lead by example and remain solution-focused under pressure. Demonstrating reliability, taking ownership of challenges, and maintaining composure during busy times earned the trust of my superiors. Being approachable to both guests and team members, while constantly seeking ways to improve operations, helped me stand out.
What are some of the trends you see impacting the hospitality industry?
Personalisation: Guests now expect experiences tailored to their preferences and needs.
Sustainability: Eco-friendly practices are becoming a priority across properties.
Technology: Mobile check-ins, AI-driven concierge services, and smart room controls are transforming guest engagement.
Wellness Tourism: Health-focused amenities and services are increasingly sought after alongside luxury.
Tech is now an enabler for great hospitality.Can you share with us some of the techs that go into creating your guest experience?
Technology has become a vital tool in enhancing guest experiences. We use mobile apps for seamless check-in/check-out, smart room controls that adjust lighting and temperature, and CRM systems that track guest preferences to personalize stays. AI chatbots and virtual concierges provide 24/7 assistance. Behind the scenes, advanced property management systems streamline operations, allowing staff to focus more on direct guest interaction.
Two things you would like to change in the industry.
Greater emphasis on career development and mentorship for entry-level staff. Many bright individuals leave due to lack of growth opportunities.
A stronger push for sustainability—greener practices that don’t compromise luxury or comfort.
What is your favourite interview question for candidate interviews? And why?
“Can you tell me about a time when you turned a challenging guest situation into a positive experience?”
This reveals a candidate’s problem-solving skills, empathy, and composure—key qualities in the hospitality industry. Their answer shows how they think on their feet and prioritise guest satisfaction, which is at the heart of what we do.
