Mumbai-born and bred Manoj Jangid, who joined Fairfield by Marriott Kolkata in 2022 as the hotel manager has now advanced to the position of general manager. t2 caught up with the super energetic, humourous and positive GM on his new post and plans for the hotel. Excerpts...
From hotel manager to general manager, congratulations! How do you feel?
Optimistic at every opportunity. I feel on top of the world to lead a ship full of rock stars to support our company's vision! As a person, I love to explore whichever opportunity comes my way and nurture a team to make a difference. I am helming the hotel as the general manager with a team that is ready to achieve every milestone together.
What was your impression when you took over?
The property opened in 2019 and then the pandemic happened so the property has seen initial operation for four months only. In February 2022 we saw things settling down and when I took over in November, the property was in operation for 14 months in total. I felt I had got an opportunity to manage a hotel which was almost brand new. I am a very people’s person and believe in putting people first. Initially, I got a culture shock because I come from a city where things get done in the blink of an eye. So I realised I had to push people to get them to be productive. So that was a little different.
What do you love about Calcutta?
One thing I love about the city is that it is very social. Everyone has time for everyone, the city is very warm and welcoming. I fell in love with the city in the first few months itself. People tell me to give the city time as it grows on you. I tell them love happened in the first few months only!
How do you ensure the hotel’s operational efficiency?
Ensuring the hotel’s operational efficiency involves a combination of strategic planning, real-time monitoring and a proactive approach. As a leader, I align my team with the above and together we ensure that all the processes that we have set for ourselves run smoothly. As a team, we strongly believe that regular staff training, adopting best practices, and continuously reviewing and refining operational workflows are the keys to our success as a hotel. We also encourage feedback from both guests and associates that is taken on a regular basis to identify areas for opportunities.
Can you describe a typical day for you as the general manager?
A typical day for me starts early with a walkthrough of the hotel, meeting the rockstar team who are the reason for our success and ensuring everything is set for a fruitful day. There is enough and more positive energy in the team to create experiences for our internal as well as external guests. I then review the previous day’s performance metrics and meet with department heads, to discuss the day’s priorities and any guest feedback. My afternoons often involve strategic planning, financial review, and attending to any high-profile guest needs. I make it a point to interact with guests and staff regularly, encouraging a sense of community and open communication and care for each other.
How do you measure and improve guest satisfaction?
Guest satisfaction is my top priority, being in the service industry. In simple words, that’s our bread and butter. For measuring guest sentiments we have multiple channels, including guest Guest Voice, which is a Marriott online tool, plus other tools like Tripadvisor and several online reviewing tools. I also am a strong believer of taking direct feedback. We utilise a comprehensive feedback management system to track and analyse this data. To improve satisfaction, we address issues promptly, implement regular associate training and introduce personalised services to enhance the guest experience.
How do you motivate and manage your team to deliver exceptional service?
Motivating and managing the team involves clear communication, recognising achievements, and encouraging a happy culture and environment within the workplace. As a team, we believe in strengthening the process. Results come automatically and Marriott strongly believes in empowering associates by providing additional responsibilities and cross-exposure opportunities, allowing them to grow and take initiative. Regular team meetings, training sessions and also unwind sessions sipping on a few cocktails are a must. We have also implemented a strong recognition program to ensure that everyone is aligned and motivated to deliver exceptional experiences.
What recent trends in the hospitality industry have you noticed, and how are you adapting to them?
Recent trends in the hospitality industry include a focus on sustainability, personalised guest experiences, and technology integration and we at Marriott are aligned with it. We are adapting by implementing eco-friendly practices, using data analytics to tailor guest experiences, and integrating smart technologies to streamline operations and enhance service.
What are the most rewarding aspects of your job?
It includes seeing guests leave happy and planning their next stay, watching team members grow and excel in their roles, and achieving financial targets that reflect the hard work and dedication of the entire team, including me as a leader.
How do you stay competitive in the market?
To stay competitive, we continuously monitor market trends and competitor activities. We invest in marketing, enhance our digital presence, and offer unique experiences that set us apart. Additionally, we focus on building strong relationships with our guests. As you know, the pulse of the city lies in your relationship and bonding with the people. Also encouraging loyalty and positive word-of-mouth are aspects that set us apart in the competitive market.
Finally, what plan do you have for the hotel in this financial year?
For this financial year, our plan includes not just meeting but exceeding our budgeted targets across all parameters. We aim to enhance our revenue streams through strategic partnerships and innovative service offerings. As a team, we have set our own ambitious targets, and we are committed to achieving them through collaboration, dedication and leveraging our collective strengths. Empowering the team with the right tools and support, we are poised to make this year our most successful one yet and I am sure we will achieve this as a team.