Anish Kuttan, General Manager, Hyatt Regency Thrissur, on enhancing guest experience at the property

For over a year now, Anish Kuttan has been the General Manager of Hyatt Regency Thrissur, his first posting in Kerala. In the last two decades, he has worked with luxury hotels in the Middle East such as Kempinksi Hotel Ajman and Four Seasons Hotels & Resorts. With minimalist style and modern amenities, Hyatt Regency Thrissur is just a 15-minute-drive from Thrissur Railway Station and bus stand, and 90 minutes away from Cochin International Airport. It offers a variety of 77 comfortably appointed rooms including eight suites with luxurious king beds, data port facility, a 55 inch or larger flat screen TV, generous work desk with enhanced lighting, complimentary WiFi and high-speed internet access, bath amenities, Concierge service and 24 hour in-room dining. It is perfectly suited for both the business and leisure travellers. From iconic monuments, museums, galleries and shopping to the Kalamandalam Centre, guests can experience some of the city’s best attractions within minutes. Excerpts from an interview with the man in-charge of the operations at Hyatt Regency Thrissur:

Business at Hyatt Regency Thrissur

Food and drinks are the dominant contributor of revenue at Hyatt Regency Thrissur. Weddings and non-residential social events as well as conferences and conventions from northern Kerala fuel the F&B industry. The hotel’s restaurants and room service provide a sizeable amount of the food and beverage revenue.

Bleisure scenario

Aside from a deep interest in food, the modern Bleisure traveller possesses unparalleled cultural curiosity. It has promise, and this category provides excellent growth prospects for our hotel. We are looking forward to conferences from important segments that will have a Bleisure perspective, especially because Thrissur is the state's cultural hub.

Enhancing guest experience 

The objective is to make an impression on hotel guests before they arrive. As a result, it is critical that all online touchpoints be up to date and appropriate. We ensure that our guests have excellent access and service from the minute they look for hotels in the area until they depart and beyond. Every aspect of pre-stay contact is carefully managed and enabled. Understanding the needs of the guests is critical to delivering a fantastic experience. What draws them to the hotel and the city? Are they here for business or for pleasure? Showing guests that you actually care about them in all aspects might assist you in providing an amazing experience. Establish a rapport with the guest long before they enter the lobby. Make sure they have all of the required information for a stress-free travel to the hotel. First impressions may significantly improve the whole experience. We urge our colleagues to go above and beyond the call of duty.

Retaining talent  

People move professions and occupations all across the world throughout the year, and with increased prospects in the business, this is a constant. I believe we should begin the process of care during the recruiting phase so that individuals are looked after and nurtured organically in each respective areas. Hotels operate round-the-clock as do shifts. It is critical to maintain employees' life balanced and prospering. Another key issue is a lack of or a poor degree of technical skills. Training and workshops will be beneficial. We also need to establish clear expectations for work profiles and job positions so that everyone can work efficiently and without stress.

Challenges for hospitality industry 

The interactions the guest has with the hotel team determine the complete guest experience. Finding and retaining such expertise is difficult. The overall experience will be uneven if the hotel team is unable to connect or strike the appropriate chord with the guest. To do it right, the entire system must operate together, creating an environment in which the team feels empowered and appreciated, as well as providing the necessary tools and training.

In today's world, guests are becoming increasingly selective since they know exactly what to expect and are instantly disappointed if their expectations are not met. When this occurs, it becomes a source of dissatisfaction since guests may see the rooms and property and read reviews prior to their arrival. When this occurs, it becomes a source of dissatisfaction since guests may see the rooms and property and read reviews prior to their arrival. 

Make certain that the hotels web assets are an accurate picture of what the guest will really experience. A fantastic experience with first-rate customer service is another way to decrease visitor expectations since nothing leaves a lasting impression on guests (or generates favorable ratings) like exceptional customer service.

To be a successful hotelier...

... one must possess a wide range of talents. Being a hotelier, in my opinion, is more of a lifestyle than a profession, and to thrive in the field, one must be a people person. Being innovative and having strong communication skills, as well as a commitment to delivering outstanding customer service and a lot of enthusiasm, is what makes a hotelier successful. It goes without saying that one must be an effective leader, be informed about the industry trends along with food & beverage, personal hygiene rules, and priorities staff wellbeing.

Future plans

In terms of cuisine, we plan to launch a new Pan-Asian restaurant and bar in the first quarter of 2023. Our all-day eating restaurant will be expanded to accommodate more than 20 customers. The newly added Convention Centre is undoubtedly showing promise, with key leads from many areas arriving in the coming months.