– Corporate GM, Mr. N. Nair, Monarch Group of Hotel

  1. What triggered your interest in the hospitality industry?

I began my career in 1976 in the Hospitality industry as  I firmly believe that the Hospitality industry is one of the best industries that we can work in. The industry is extremely varied, fast paced no two days are the same and is open to all ages. In 1989, my career took a turn for the better and l landed as an HR manager with Cadburys till 2002. But I knew my calling is in the Hospitality Industry. Finally in 2010 I joined as 1st General Manager for Monarch Guestline. Post that I became GM of many hotels but I was missing Monarch.

And as if it was destined, in 2021 again I became the Corporate GM for Monarch Group of Hotels. I found this young group is fast growing and managed by dynamic and enthusiastic leaders and good business brains with a challenging vision. So I joined this group and was really excited and blessed to be a humble part of the well deserved growth of this fabulous group.

When a new group is growing at a fast pace we have a lot of responsibilities in hand and I really enjoy these challenges working with MONARCH GROUP OF HOTEL. I have a young and dynamic team and it is really a challenge and encouraging to train and bring them up to our standard to exceed the customer expectations.

  1. What is the USPof Monarch? How does it stand out amongst its counterparts?
  • I’ve worked for other hotel brands but what stood out for me at Monarch is that it is led by a young team who are very passionate about the hospitality they provide. Not only the guests but they treat their employees as families. They work  tirelessly  in creating a healthy work environment as our directors think that we represent our brand in the front  end. 
  • Though our focus is on the hotels, we try to bring the best of culinary experiences through our In-house restaurants like pierONE and Surbhi Malvani Kitchen and Bar.
  • We have not limited ourselves to just hotels but have ventured beyond and brought exclusivity through ‘The C Cruise’ where sailing and dining experiences are clubbed for an enriching encounter to our guests.
  • Sky’s the limit and so are our goals as we also have Monarch Stays, another venture to cater to the leisure goals of our guests. We make sure that what guests demand we have them all so that they don’t have to go elsewhere.
  • To list a few of our plus points:
  • Best quality at the best price.
  • Offer the best price in the area or the Price will be matched.
  • Value for Money
  • Customise the dish as per the guest choice
  • Every day different offers on food and liquor.

We make sure to stand out among the counterparts in the hospitality Industry and provide a personalised service.

  1. What are the main challenges you face in managing the day-to-day activities at your hotel? How do you go about resolving them?
  • Running a hotel business isn’t a cakewalk. The level of risk involved is immense. Therefore, we are always alert and keep an eye on every hurdle that comes our way. And address them on priority and be proactive. To list some of the challenges that we face are:
  • Hiring and retaining staff – What I do is, training the new recruits and mould them on a regular basis in all the departments and that is how I overcome the crisis. And whenever the other units of the Group needed staff I could suffice their requirement. To Retain the qualified and experienced staff requires you to practise a few tactics. For example, cultivating a feeling of belongingness (culture) and value for the team members will make them attached to their jobs and instil a sense of responsibility in their minds. During the training sessions I personally make sure that all these points are addressed.
  • Changes in marketing trends and dynamics – here my Front office team at all the units effectively apply the yield management technique and get over the situations. Messaging apps, and other online resources help in implementing effective  digital marketing strategies to tackle this issue.
  • Rising Cost of daily consumables – this requires a lot of planning and scrutiny and here I have to be on my toes to bring down my Food cost. It is not possible to increase the menu rates every now and then because the market fluctuates. I sit with corp.chef, CDPs, Restaurant Managers and the inventory controller and jointly chalk out the action plan to curb this situation without compromising on the quality.I personally keep a vigilant and constant check on the inventory, and reduce wastage, portion control and standard recipes, are strictly followed which would help me to check the food cost.
  • Housekeeping issues – We in Monarch got a very committed, trained and experienced staff to face any sort of challenges and manage well with effective strategies and thought processes. Coordination with the front office,this is the best way to manage tasks, and keep track of the arriving and departing guests, and you can prepare yourself well in advance.In the Monarch Group we have a strong Teamwork ethic and by this , I could easily overcome any challenges in any department. 
  • Changes in Guest Expectations -Be it free WiFi, entertainment system, unique stay experience, or swift check-in check-out services. We have provided the right technology, deploying a  self-service guest portal  that will facilitate quick check-in and check-out services. Our management makes sure that we get the best of technologies in fulfilling guests demands.
  • Irregular cash inflows – Myself,the FO HOD and his team and sales team also follow up the payment collection and even get to pay the bills in time.What I do is rather than refusing the booking ,follow up religiously for the payments. And that’s the best thing we can do about dealing with such challenges.
  • Maintaining the online reputation – We at Monarch have a very effective Review management system  to monitor, manage and respond to our online review in time.
  • Losing loyal Customers – We conduct  loyalty programs  in the MOST practical way to increase our loyal customer base. These include offering amenities, discounts, and reward points to guests against their membership. During our annual day we invite them and offer them free dinner on that day as a token of recognition.
  • Changes in technology – Today, customers are expecting a fast response and services from hotels.Since our FO team and Service team is well trained to send the quick response through the newly introduced system, further increases hotel bookings, and revenue.
  • The growth of local rising competition – Constant innovations and personalised services are eventually the only way to beat the competition. That’s exactly what we do at Monarch.
  1. What are some of the work philosophies you adhere to? And also make sure your staff adheres to?
  • Ours is a strong service centric philosophy, consistently demonstrated by our frontline staff and guide them in their effort to achieve and exceed the customer expectations and ultimately the business success. We empower our frontline staff to demonstrate a consistent innovative and excellent customer oriented service to every customer, everytime the guests come through our door and convert the casual guests to loyal raving repeated guests.We truly believe in our principle of “Where Hospitality matters’ and follow it diligently at all levels and times.
  1. What are the Strategies the Monarch, as a brand, follows to ensure repeat guest visits?
  • Every guest is equally important to us. We try to create the best guest experiences. Giving feedback and booking with us again are a few ways guests appreciate our efforts. But I select a few which I do at The Monarch ,are actually practical, and even easy to apply. Our team is well trained to believe in. This is a Mantra for all in their own capacity.
  • The first impression is the last.
  • Deal with our guests’ issues instantly 
  • Anticipate and be proactive 
  • Keep a personalised touch even if you’re a mile away 
  • Excite guests with exclusive packages and deals 
  • Loyalty Program for our regular guests
  • Ask for feedback 
  • Remember our guests every time they visit 
  1. What is your vision for the future of Monarch?
  • We are strategically growing. Expanding while maintaining the standards of service in each of our properties is the goal. Providing affordable luxury to the corporates. Making Monarch every corporate’s second home as we care for people and we are always at service.  Monarch Group Of Hotels is recognized as the leading hotel group that reinvents its tradition, being an excellent destination to enjoy the best of products and excellent services, maintaining high quality standards. I feel proud to be part of this ever growing progressive team.