We provide great business amenities with modern infrastructure, says Rohit Bajpai, General Manager, Sheraton Grand Palace Indore

Just as it happened with many of his peers in the hospitality industry, Rohit Bajpai too had to face the challenge of the onset of the pandemic just when Sheraton Grand Palace Indore had opened its doors for guests. “At Sheraton Grand Palace Indore, we brought in necessary changes with regards to Government guidelines and social distancing norms that were followed rigidly in order to offer the best and safe of experiences to our guests,” says Bajpai, General Manager, Sheraton Grand Palace Indore.

Bajpai says he feels blessed to be working with one of the greatest teams that took the challenge enthusiastically and responded with tact and perfect diligence. “During the core of the pandemic, we were dependent on a cloud kitchen which helped us increase our F&B sales. Our delivery service, Marriott on Wheels, enabled us to be able to deliver food to guests at their doorsteps in a safe and hygienic process. The housekeeping department acted as the backbone and ensured the rooms and public spaces were sanitised 24x7,” he says proudly. 

Key experiences 

The property is easily accessible from the airport, railway station and city’s business and commercial centres. “It is well-equipped with state-of-the-art conference and meeting venues that span over 125,000 sq ft. It features 65,000 sq ft outdoor lawn space, making it perfect for large weddings and social functions. F&B offerings include ‘S Café’ – all-day dining offering an extensive menu and an array of international cuisines; ‘Araana’ – a signature Indian specialty restaurant; ‘Malt’ – an upbeat and stylish bar and ‘Infuse’ – offering freshly baked delicacies and handcrafted cakes,” he informs.  

Online presence to attract guests

Technology is at its peak and in an age of online reviews, the guests visiting the hotel must have the best possible experience. “Returning clients and personal recommendations are keys to growing and maintaining a business in the current situation. Technology in hospitality industry has helped in zero-contact check-ins, digital keys for rooms and online menus. Guests consider technology as a part of their guest experience. The post-stay surveys are available on various social media platforms and while bookings are being done, one always goes through them before choosing their stay at a hotel,” Bajpai informs.

Challenges at hand

With the arrival of MNCs, Tier II and Tier III cities have emerged as great business hubs as companies choose to base their operations in these cities due to their proximity with airports and railway stations. “Providing them quality budget-friendly accommodation is not easy but we have done it successfully. We offer a blend of quality and affordability that is hard to beat and also provide great business amenities with modern infrastructure,” shares Bajpai. 

Learnings on the job

During the course of his journey, Bajpai says he has learnt to go ‘GLOCAL’. “The world is becoming more and more connected. It’s a word that I have stuck to essentially meaning ‘Global Approach the Local Way.’ Angels on horseback may not appeal to everyone but the way it’s presented can make it look appealing. To adapt and showcase it to the local diaspora would win you the game. The other winner I feel is ‘Consistency of Delivery’,” says he.

Growth of hospitality sector

Covid19, feels Bajpai, has changed the landscape of customer service and guest experience in the hospitality industry. “It has undergone a raft of changes and is in the process of adapting to the new normal on a long run. The signs of revival have been showing up and the industry is ever ready to bounce back with full force to host events and level-up the game,” he shares confidently. 

This article was published in BW hotelier issue dated '' with cover story titled 'MARCH-APRIL 2022 F&B SPECIAL'