Kushal Sharma on the Future of Hospitality: Creating Meaningful Experiences Through Simplicity, Personalisation and Human Connection

1.What is one thing the hospitality industry still doesn't understand about creating memorable experiences?

I think sometimes we try too hard to create an experience. We add too many things, when in reality, guests often remember the simplest things.

In Shimla, the weather and the surroundings already give us a lot to work with. A guest coming back from a cold evening may simply want a hot cup of tea, a warm room and some quiet time. That can be more memorable than something elaborate.

For me, good hospitality is about understanding what the guest needs at that particular moment and being ready for it. You cannot always plan these things in advance. A lot of it comes from the team being observant and responding well.

2.What are the small details that guests may never consciously notice but that fundamentally change an experience?

There are many. It can be something as simple as making sure the room is warm before the guest arrives, having an umbrella ready when it starts raining, or helping with luggage because the property is on a slope.

In Shimla, these small things become even more important because of the weather. Rain, cold and fog can change plans very quickly.

Even at breakfast, understanding that some guests may be leaving early for sightseeing and making sure they have something available makes a difference. These are things guests may not specifically mention, but they notice when they are done well.

3.How do you build a culture where employees actively look for opportunities to create better experiences?

I think it starts with giving people the freedom to use their common sense.

You cannot have a rulebook for every situation in a hotel. We encourage our teams to listen to guests and understand what they actually need rather than just following a fixed process.

For example, if a team member knows that a family has a young child, they should be able to communicate that across departments so that everyone can be a little more mindful. It doesn't always need to come from the manager.

A lot of our guest feedback is actually about the team. Guests remember a particular person who helped them, a chef who spoke to them or someone who went out of their way. For us, that is a very important part of hospitality.

4.What is the difference between an experience that creates value for the guest and one that simply creates cost for the operator?

For me, it comes down to whether the guest actually needs or values it.

You can spend a lot of money creating something that looks impressive, but if the guest doesn't really care about it, it doesn't add much value.

In Shimla, we already have the mountains, the weather, the local food and the character of the destination. Our job is not to compete with that. It is to make the most of what is already here.

At the same time, as an operator, we have to look at whether an experience can be delivered consistently. If something is very expensive or difficult to maintain and doesn't really improve the guest experience, then we need to rethink it.

5.How do you create experiences that feel unique to a destination rather than transferable from one hotel to another?

You have to spend time understanding the place you are operating in.

Shimla has its own character. The mountains, the weather, the old architecture, Himachali food and the local way of life are all part of what people come here for.

For us, the hotel should feel connected to that. It could be through the food we serve, the way we talk about the destination with guests, or simply giving them the right recommendations and helping them experience Shimla beyond the hotel.

I don't think you need to force local elements into everything. It has to feel natural. If a guest comes to Shimla and leaves feeling that they actually experienced something of Shimla, rather than just staying at a hotel here, then we have done our job.

6.What will guests expect from hospitality experiences five years from now that they don't necessarily expect today?

I think guests will expect hotels to understand them better without making the experience feel complicated.

Technology will definitely become a bigger part of hotels, especially when it comes to making things faster and easier. But I don't think people will stop valuing human interaction.

In fact, I feel genuine service will become even more important as more things become automated.

Guests will also be more conscious about sustainability. They will want to know that the hotel is being responsible with water, energy, waste and the local environment.

So I think the expectation will be a combination of convenience, personal attention and responsible hospitality.

7.How do you balance creating extraordinary experiences with the realities of cost, labour and operational complexity?

We have to be practical.

Every idea can sound good when you discuss it, but once you actually implement it, you have to look at the manpower, cost, training and whether the team can deliver it consistently.

For us, the first question is always whether it genuinely adds something for the guest. The second is whether we can execute it properly.

This is particularly important in Shimla because weather and logistics can sometimes be unpredictable. You cannot plan everything as if you are operating in a city where everything is easily accessible.

I would rather do a few things properly and consistently than introduce too many experiences that become difficult for the team to maintain.

8.Will the future of hospitality be about increasingly elaborate experiences, or increasingly simple ones?

I don't think it will be one or the other. It will depend on what the guest is looking for.

Sometimes guests want an elaborate experience, especially when they are celebrating something. At other times, they just want a comfortable room, good food, a quiet morning and a beautiful view.

In Shimla, we are fortunate that the destination itself gives guests a lot. You don't always need to fill their day with activities.

Sometimes letting a guest sit with a cup of coffee and enjoy the view is enough. I think hotels will increasingly understand that not every moment needs to be planned or filled with something.

9.What is one shift that you think the industry is underestimating?

I think we are underestimating how much guests still value genuine human interaction.

Hotels have become much more technology-driven, which is a good thing in many ways. But at the end of the day, guests still remember people.

They remember the person who helped them with their luggage, the chef who spoke to them at breakfast, or the team member who remembered something from an earlier conversation.

For us, especially in a destination like Shimla, the people and the place are equally important. The hotel can provide the room and the facilities, but the warmth of the team and the character of the destination are what make the stay feel different.

I think the future is not necessarily about doing more. It is about paying more attention to what guests actually value and doing those things well.