‘Hospitality sector is led by guest preferences’

Rajkumari Sharma Tankha

As The Metropolitan Hotel & Spa, New Delhi completes 25 years of its functioning, we speak to its Director Vipul Gupta about the journey so far.

In the Indian hospitality landscape, how significant is this 25-year milestone?
For me, the most rewarding part of this glorious journey is the successful completion of 25 years of The Metropolitan Hotel & Spa. This is an incredible milestone as during these years, I have been involved from conceptualising, opening, building it as a brand, revenue management, and then also seeing the hotel to undergo a journey of transformation with its makeover. I have learnt dealing with people from all walks of life. It has been challenging yet satisfying one, and am glad that all connected to this journey are happy to be part of our brand whether it’s our customers, associates, employees, stakeholders, etc.

Zing, The Metropolitan Hotel & Spa

What was the original vision when the hotel first opened in 2000 and has that vision changed over time?
We passionately follow, mission, vision and core values set 25 years ago. These were critically important to the Hotel’s culture and growth. Hotel’s Founder, Late Mr. Satya Pal Gupta dreamt of crafting a legacy aiming at continuous growth and improvement of the guests and hotel staff. He thrived and worked hard towards making The Metropolitan Hotel & Spa, what it is today, a leading standalone independent hotel in India, known for its luxury, quality, innovation and sustainability. We are proudly carrying his legacy forward and over the years we have  re-equipped the hotel as per the industry evolution be it technology wise, guest expectations or upgrading the amenities from time to time in order to build up a successful hospitality brand.

Founder, Late Satya Pal Gupta

What differentiates The Metropolitan Hotel & Spa from other comp-set hotels in Delhi?
Our luxury hotel is strategically and centrally located on Bangla Sahib Road in Connaught Place, New Delhi’s premier business and shopping district, and is steps away from most of the corporate and financial centres, ministries, embassies and the exhibition/trade fair venues. It is the perfect destination for an international traveller looking for an easy access to doing business, shopping and tourist activities in New Delhi. Also, the hotel is equipped with all the modern facilities yet have a unique Indian accent across, showing flavours and cultures of India to International travellers at various levels in the hotel through food, rooms, designs, etc.

Deluxe Room at The Metropolitan Hotel & Spa

Guest preferences would surely have changed in the last 25 years. How has the hotel adapted to these changes?
The modern consumer is not looking for a standardised industrialised product. He is looking for a fun time at a nice place. When it comes to F & B, there is a demand for Experimental drinks and innovative dishes. Our excellent chefs constantly work on the menu and serve delicious and unique meal to our guests.  When it comes to Room Service, few factors which we always follow is quick, hygienic, food with proper temperature, attention to details; unobtrusive, intuitive service; and most of all customisation gives more pleasurable experience.
Apart from this, another trend that I have observed is that Branded chain hotels have successful loyalty programmes, but Standalones are free to take a more modern approach. Instead of an old-fashioned points based system, we have the flexibility to create loyalty based on immediate value or discounts. As an independent property, we are flexible. We work on creativity & identity instead of adhering standardised brand guide lines that lack local relevance.
However, no matter whatever might have changed, we are here to make the customer experience better. That is the whole idea in the first place, to make our customers want to come back and drink coffee or eat at our restaurants, or book again at our hotel!

How do you ensure a balance between tradition and modernity in design and services at the property?
Guests can choose from elegant Deluxe Rooms, Club Rooms and Suites as per their need.  We offer luxury, comfort, personalised services and modern amenities like high speed wi–fi, electronic safes, fully stocked minibar and a spacious bathroom to make stay a memorable one. For maintaining a unique and personalised touch, we use technology majorly for the hotel experience both in room, before and after the trip.
When it comes to food we are home to iconic award-wining restaurants. Am proud that we are the pioneers in bringing Japanese cuisine to India 25 years ago at Sakura. Keeping my vision ahead in food sector, we also serve authentic Indian cuisine at Chutney, Bar + Tandoor, in a contemporary style offering classical dishes and comfort foods from all the regions of India. It is famous for serving various home–made chutneys prepared from rare fruits, vegetables and herbs paired with the main food. Zing, our all–day world cuisine restaurant welcomes you for coffee, a business meeting or brunch in bright, warm and welcoming colours.
The top Chefs bring an unparalleled taste with a contemporary twist.  The hotel has a new kind of stylish and modern ambience that gives a contemporary yet intimate relaxed charm which is different from other hotels.

The Poolside, , The Metropolitan Hotel & Spa

Are there any employees who’ve been part of the journey since day one?
I believe in staff retention. The Hotel also puts effort in training and upgrading the employees. When employees feel appreciated and supported, they’re much more likely to stay engaged, motivated and loyal at work. Recognition boosts morale, and creates a deeper emotional connection between employees and the organisation. We surely have long-term employees who have been with us for a considerable amount of time. This is valuable for us as they represent institutional knowledge and experience.

How do you foster a culture of excellence and consistency among your team?
I believe in maintaining a positive work culture in order to boost employees for better performance. For a healthy and supportive management and employee relationship, we work on continuous improvement, accountability and ownership, recognition and rewards, team engagement and leadership strategies. Our HR Department focuses on taking employee feedback, monitoring, and analysing feedback and accordingly move forward and improving as per that. Employee review, meetings, trainings, yearly appraisal and many employee based programmes ensures employee satisfaction. A better work-life balance helps an employee to remain with a company long-term.

Sakura, The Metropolitan Hotel & Spa

How has technology transformed operations or guest interactions at the hotel?
Hospitality sector is led by guest preferences. The popular trends include personalised experiences, sustainable tourism, and the solo and “bleisure” travel, a combination of business and leisure. We focus on meeting the guest expectations and enable them to have various experiences beyond accommodation within the Hotel. Millennial travellers are redefining luxury in the hospitality industry. The industry is also adapting to the rise of AI, in everything from customer service to itinerary planning. We definitely see a change with AI. Hotels have introduced Chatbots and AI for hotel operations. We also keep evolving its use in various areas majorly for the hotel experience both in room, before and after the trip. We also use Social networks, other digital tools, and TripAdvisor in particular; as we have seen great impact on customers due to this platform. This has led to more transparency and, overall, to an improved quality of the services provided by the hotel. But, I would still say, constant interaction with guest, their feedback, analysing it and constant state of the improvement ensures guest satisfaction. And guest coming back is the biggest thank you for me, and that we are doing things correctly!

What’s next for the hotel in terms of expansion, innovation, or new experiences for guests?
In near future, we are looking at the expansion of our brand or sub brands, and are scouting opportunities for the same. While the major overhaul happened in 2010 during Commonwealth Games, and now, as and when the hotel demands, new avatar will be in pipeline soon. We will continue to thrive as a brand, compete with biggest brands that have come to Delhi with tough competition and continue to create our niche with loyal customers. Apart from these, we will curate different events and promotions at hotel outlets; be it a Spa event, food festival, musical event, fashion shows and much more to lure guests at the hotel.