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‘We consistently deliver on our brand promise, which sets us apart and keeps us ahead in this market’ : Virender Razdan, GM, The Leela Bhartiya City Bengaluru

Asmita Mukhejee | Hyderabad

Virender Razdan, General Manager, The Leela Bhartiya City Bengaluru is a hospitality professional and an astute business matter expert with over three decades of experience, having held positions at renowned hotels such as Hyatt Regency Delhi, Hilton New Delhi, Oberoi Hotels Mumbai, The Leela Mumbai, and ITC Hotels across various cities in India. With a track record of effective team management and stakeholder engagement, he excels in translating strategic goals into actionable plans to drive sales growth and profitability. Asmita Mukherjee spoke with Razdan, to know more about his plans for the growth and profitability of the property.

Razdan reflects on a three-decade journey marked by evolution, innovation, and unwavering commitment to excellence. “Every sunset is an opportunity to reset. Every sunrise begins with new eyes,” he remarks.

For the last three decades, the hospitality industry has undergone a massive change in terms of technological advancement, guest preferences, etc., speaking about the changes Razdan said, “The hospitality industry has undergone significant transformations, which are fuelled by technological advancements, changing consumer/guest preferences and the emergence of new market players. These changes have pushed traditional hospitality businesses to innovate and adapt to stay competitive in an evolving landscape.”

The Leela Bhartiya City Bengaluru
The Leela Bhartiya City Bengaluru

Amidst these changes, Razdan emphasises that the fundamental formula for business growth remains anchored in simplicity. “Our approach in driving sales growth and profitability is anchored in simplicity, as we focus on sales and it’s supported by unreasonable hospitality to our guests and colleagues,” he said.

“We do adopt dynamic pricing, yield management, distribution channel optimisation, upselling and cross-selling techniques and enhanced and differentiated guest loyalty programs, ” these features have been instrumental in staying ahead in the game, Razdan highlights.

Acknowledging the challenges posed by a competitive market, Razdan stresses the importance of equipping frontline staff with the necessary training of tools and knowledge of the product that they are selling. “We give a lot of emphasis to training all frontline staff in knowing the product and selling it effectively. Likewise, our team is trained in a few logic. You Know More – You Tell More – You Sell More.”

As a General Manager, Razdan’s priorities lie in commitment to understanding and exceeding guest expectations. “Our key priorities and strategic initiatives for the property are centered around fundamental principles. We aim to thoroughly understand our guests’ expectations to ensure personalised experiences and exceptional guest services. Leveraging social media platforms, we engage with our audience effectively to enhance brand visibility and connect with potential guests. Constantly monitoring online reviews allows us to gather valuable feedback and address any concerns promptly, thereby maintaining our reputation for excellence. Additionally, we foster a culture of innovation, continually seeking new ways to elevate the guest experience and stay ahead in a competitive market landscape,” he added.

In the competitive market of Bengaluru, Razdan’s strategic vision revolves around reinforcing The Leela’s position as a market leader. With a strong brand presence built over two decades, the property distinguishes itself by delivering on its brand promise. “We have a strong brand presence in Bengaluru as a market leader for the past two decades. 100% deliver on our brand promise keeps us ahead in this market,” said Razdan.

Addressing the pressing water crisis in Bengaluru, Razdan shed light on The Leela Bhartiya City’s proactive measures on sustainability. “Our asset is built on the “ The LEED” deliverables. We focus on carbon positive, water positive and zero waste principles.” Not only that but the property also is undergoing rainwater harvesting, wastewater treatment, etc to save water, explains Razdan, “In addition to having rainwater harvesting at the premises, all wastewater is reused in the form of common area cleaning, cooling tower, flushes and gardening. This makes The Leela Bhartiya City as the water-positive hotel in Bengaluru.”

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