He’s all set to handle one of the latest luxury addresses in the city, and is geared up for a busy yet challenging season. As Taj City Centre New Town steps into its first festive season, The Telegraph caught up with general manager Sourav Ghosal on what turned out to be a detail driven chat. Read here...
What has your journey been like in the hospitality industry?
My journey in the hospitality industry started with Hyatt Regency, Delhi, back in 1995 as a fresh-faced preliminary from my alma mater, Institute of Hotel Management, Bhubaneshwar. From there, it has been a journey full of many ups and some downs across countries and continents. I have met and learned from so many people over the last few decades, which has enlarged my experiences. I have worked in different capacities over the course of my career. I have had the privilege of working at the iconic Burj Al Arab in Dubai, where I met a plethora of people of varied nationalities and from all walks of life. After an enriching career trajectory, I returned to India and joined the lavish Novotel Hyderabad Airport in 2007.
I became a member of the Taj family in 2010 and it has been a journey full of countless learning opportunities and new experiences. I have lived and worked in Lusaka, Zambia, for a number of years, experiencing Africa beyond my own imagination. Later, I moved from Lusaka to Mumbai and finally landed in Kolkata. It is good to be back to the city of my birth, contributing to Kolkata’s cultural and economic landscape.
This hotel has undergone a massive transformation. What are the key points of change that you feel have had the most impact?
To quote George Bernard Shaw, “progress is impossible without change”. In our quest to redefine luxury at Taj City Centre New Town (Taj CCNT), we have made changes in both soft and hard aspects of the hotel. From incorporating the elegant Emperor Lounge to enhance the lobby, reconceptualising the all-day diner to the multicuisine restaurant Shamiana, introducing Taj’s signature JIVA spa to the city and remodelling the rooms to add subtle nuances of Bengal in the décor of each room to introducing unique artwork all around the hotel to enhance the aesthetic and pay homage to local culture. All of this is complemented by adding Tajness to all aspects of our day-to-day activities. Tajness is the famous service philosophy of Taj Hotels that espouses taking care of the everyday needs of guests and addressing the simplest of queries in a unique, never-before-experienced way.
What’s the positioning that you are taking for Taj CCNT, considering it’s a wedding spot as well as close to the airport, thereby opening multiple avenues?
We envisage Taj CCNT as the epitome of urban luxury. With the right mix of both corporate and leisure offerings, we have the versatility to cater to corporates as well as be the perfect destination for staycations, social gatherings and transient customers. The trend of hosting weddings at hotels has become increasingly popular post the pandemic. We are well prepared and have trained our staff to handle both weddings and corporate events flawlessly.
A glimpse of the dual therapy room at JIVA spa in Taj CCNT. B. Halder and Koushik Saha
What has been your most challenging work as the GM?
The most challenging and yet satisfying aspect of being the GM is constantly improvising to cater to market demands. Another important aspect of the role was bringing in new and unique associates, keeping the team motivated, and keeping the excitement afloat so that they give their best to their respective roles, embodying the soul of Tajness. The coronavirus pandemic was another major challenge because the entire hospitality industry survived an economic downturn and there was a major paradigm shift in terms of how we can serve our guests while ensuring their safety.
Another challenge was bringing in new concepts to the market while adjusting and adapting to client demands.
As a manager what principles do you live by?
To quote the great industrialist and philanthropist Ratan Tata, “If you want to walk fast, walk alone. But if you want to walk far, walk together.” It is my firm belief that a manager should bring out the best in people, and I have lived by this code. I help my colleagues understand their role and do their best to live up to the rich history of the Taj Hotels brand, while ensuring their career growth and encouraging future aspirations.
Shamiana, the all-day dine den at Taj CCNT. B. Halder and Koushik Saha
This hotel is the first to get a JIVA spa, which is a signature Taj product. How do you plan on using this as a USP for the brand?
The philosophy of JIVA or “inner life” is inherently rooted in India’s ancient approach to wellness. Inspired by traditional Indian healing wisdom, guests can experience a range of holistic treatments, meaningful rituals and traditional ceremonies for a truly calming experience. While JIVA in itself is a reason to visit Taj CCNT, add to that our unique jacuzzi rooms and suites, knife-edge perimeter overflow pool, intelligent use of natural light and the surrounding scenic beauty in dining areas, versatile food and beverage offerings and expansive landscaped gardens. This makes our property the perfect place to relax and rejuvenate. While the hotel primarily caters to business travellers, it also caters to the city residents seeking a break from a regular day in the city. Therefore, Taj CCNT has launched very attractive packages oriented around JIVA, both for day visits and overnight.
You also have Shamiana, the signature restaurant from Taj Mahal Palace Mumbai, at Taj CCNT. How does this add value to the space?
First launched in Taj Mahal Palace Hotel, Mumbai, Shamiana started off as a coffee shop with international à la carte menu to suit every mood and palate, from breakfast through to dinner. As India’s first all-day dining, Shamiana gained an immediate and life-long fan following of globe-trotting guests when it opened its doors in 1973. In Taj CCNT, Shamiana retains its original chutzpah, with a new flavour. This all-day dining multicuisine restaurant has a casual, relaxed vibe. The restaurant is about confluence and contrasts, embracing a refined ease with its relaxed environment, fresh comfort food, simple nostalgic dishes, scrumptious weekend brunches. All this is complemented by our sincere and warm service.
Along with JIVA and Shamiana, we also have Emperor Lounge, which serves a premium selection of teas, coffee brews and sumptuous finger food. An elegant place for meetings over afternoon tea, Emperor Lounge also offers choicest beverages, indulgent desserts and handcrafted chocolates.
With the busy season ahead of you, what are the plans for the hotel?
We are launching our Asian dining venue Wykiki just before the festive season. We are also planning the launch of our open-air microbrewery, which is close to completion. Taj CCNT is gearing up with a full spectrum of services to cater to diverse demographics as the festive season approaches. Our talented culinary team is working towards our festive offerings for this year, and we will also have comprehensive stay packages for our guests during the festive season and beyond.
Amidst all the pressure how do you unwind and take off the stress?
My family is my greatest stress-buster. After a busy day at work, I recharge by connecting with my son and wife, both of whom are very accommodative of my relentless schedule. I am an avid reader and love sharing book recommendations. I love travelling and exploring new places. I also enjoy ‘Netflix and chill’ in my spare time and cooking special dishes on occasion. My kosha mangsho is famous in some circles.
Another hobby that has helped me over the years is meeting new people and interacting with them. I am lucky that I got the opportunity to meet innumerable interesting people over the years and the conversations we shared have shaped me.
What’s one of your favourite things about the hotel?
It is tough to pinpoint any one thing as favourite! Taj CCNT embraces you as you step in, so it is very difficult to single out one particular component. However, I will take the opportunity to highlight two of my most favourite elements. The first is the beauty of the art in the hotel and the interesting way art has been blended in every aspect of the hotel’s interiors. My second favourite is Shamiana, with its high glass ceiling, quaint interiors, artifacts, lush greenery and openness that transcends the barrier between nature and us amid the concrete jungle of the city.
What’s your goal with regards to personal growth along with your current professional benchmarks?
Professional growth is part of the journey of life. I believe personal and professional growth go hand in hand, and there is no professional growth without personal growth. I am grateful for the challenges I faced because they helped me find a different perspective.