Goa's hospitality titans share insights on operational strategies

State’s hoteliers shared valuable insights into operational aspects driving their properties

In the latest episode of BW HOTELIER’s webBLAST series, The GM Show Season 2, the focus was on managing top-tier hotels in the tourist-centric state of Goa. During the discussion on Behind The Scene: Operational Aspects for GMs in Goa, the state’s hoteliers shared valuable insights into the operational aspects that drive their properties. The GMs collectively agreed that the pandemic had reshaped the industry, demanding adaptability and innovation.

The episode brought together seasoned General Managers including Ashwani Anand, General Manager, Taj Cidade de Goa, Goa; Ricardo D’Lima, Cluster General Manager, Goa & West Coast Region, Fortune Miramar Goa; Surajit Chatterjee, General Manager, Holiday Inn Goa, Candolim; Dennis D’Costa, General Manager, Novotel Goa Dona Sylvia Resort and Vishal Pathak, General Manager, Radisson Blu Resort Goa Cavelossim Beach who shed light on the challenges and innovations shaping the industry.

“The hospitality industry is all about people, people and people,” emphasised Anand, He highlighted the global challenges post-pandemic, emphasising on the need for resilience in the ever-evolving landscape. He shared his approach to recruitment, stating, “While recruiting, we search for candidates with a positive and serviceable attitude, skill commitments and gender inclusivity.” Anand added that the focus is on young individuals who can be easily moulded, underlining the importance of nurturing local talent.

Discussing the behind-the-scenes dynamics, D’Lima remarked, “After the pandemic, the rules were rewritten, and minds changed. It reshaped the industry like never before.” D’Lima emphasised the industry’s newfound resilience and agility, dubbing Goa as the “Holiday Capital of India in the Era of Revenge Tourism.” Likewise, Chatterjee stressed on the importance of flexibility within the team. “We, at Candolim, are very flexible with our team members,” he stated, stressing on cross-training and open communication across departments. Highlighting the need for leaders to understand both employee and guest needs, he said, “A leader should understand the needs of employees as well as guests to balance the tasks efficiently.”

D’Costa emphasised on the significance of creating lasting memories for guests. “Any guest who is coming to our hotel expects to go back with fantastic memories,” he stated, underscoring the hotelier’s role in crafting a memorable experience from booking to departure. Pathak shared unique challenges of beachfront properties. “Being located on a beach is a USP, but it comes with certain unique challenges like maintaining the sanitation of the beach,” remarked Pathak. He further addressed issues such as saltwater corrosion and the importance of selecting quality building materials during the hotel’s inception.

The episode ended with the host, Bhuvanesh Khanna, thanking the panellists for providing a comprehensive look into the operational intricacies. He also informed everyone about the next episode of The GM Show featuring Vibrant Gujarat 2025: Operational Impact on Hospitality and Vision Beyond on December 1.


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