Top 9 Mantras to Become a Successful Hotelier "A customer is not dependent on us. We are dependent on him. He is not an interruption. He is the purpose of work."

By Sandeep Gupta

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"A customer is not dependent on us. We are dependent on him. He is not an interruption. He is the purpose of work." says Sandeep Gupta, Owner of JW Marriott New Delhi Aerocity & Hyatt Regency, Mumbai.

1. Passion and creativity in your work

My mantra for success is to have a passion for whatever you do, bring your creative side, and have a vision for adaptability and growth. I believe that success is idiosyncratic. Each of us gives distinctive silhouettes to our professional vocations molding our intellect, judgment and energy in a distinct ways. We look at opportunities in our own inimitable ways; carve out our own paths, but the bottom-line for gauging success remains unanimously the same. As Seth Godlin said, "Be genuine, be remarkable, be worth connecting with."

2. Vision

Having a long-term vision, supported by clear business goals is a must. And, you also need to clearly communicate that vision to enable the organization to implement it.

3. Keep evolving

To meet the ever-growing demand of the newage consumers, it is imperative to keep learning and evolving. Also, moving fast enough is crucial - whether it's implementation of ideas or changes in the market, trends and consumer behavior. One must be able to deliver more and outdo expectations. Looking ahead is essential.

4. Eye for innovation

Identifying what makes you different, capitalizing on it and the need to be known and stand out for something unique is essential in today's fast evolving world. Keep working and innovating no matter what the circumstances are; no one can take creativity away from you.

5. Due diligence and research

Any long-term commitment demands an in-depth diligence and complete knowledge and understanding of what one is getting into. Research is essential. Without carrying out the right research, you are surely setting up yourself up for failure. A delayed decision is better than a "BAD" one.

6. People management and recruiting the right staff:

Putting the right person for the right job ensures that the work force is happy and motivated. A lot of people have the right skills, but not everyone has the right attitude – I think, attitude comes first, and attitude inspires attitude.

7. First impression

I believe one hundred per cent in the age-old quote "You will never get a second chance to make a first impression". You must know one thing for sure: a great guest experience begins with a great first impression; it sets the bar for any relationship. An experience is created from the minute a guest walks in or even calls for the first time. When you start off on the right note with a positive impression and continuously follow through with your outstanding service, you are sure to get guest and customer loyalty.

8. Good service, better service, and best service

A customer is the most important visitor on our premises; he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. This is a major description of the relationship between a guest customer and us.

9. Embrace the digital evolution

Reputation management is a growing concern in today's era, where social media channels are popular spaces. It is key to learn how to handle social media and how to make it work as a business opportunity rather than a threat.

(This article was first published in the December issue of Entrepreneur Magazine. To subscribe, click here)

Sandeep Gupta

Owner of JW Marriott New Delhi Aerocity & Hyatt Regency, Mumbai

Sandeep Gupta is the Owner of JW Marriott New Delhi Aerocity & Hyatt Regency, Mumbai.

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