JB Singh, President & CEO, InterGlobe Hotels says the company thrives through a relentless focus on innovation, efficiency, and quality.
Words by Lipla Negi
What unique guiding principles has the InterGlobe Hotels set in the competitive hospitality industry?
InterGlobe Hotels stands out in the competitive hospitality industry due to its unwavering commitment to innovation, efficiency, and quality. Our core philosophy revolves around driving value by efficiently building high-quality products. Triple A locations, right-sizing assets, high-build quality and focus on design are some of the fundamentals that form the foundations of our business model. For us, attention to sleep quality and comfort is critical. Therefore, selection of mattresses and linen, quality of air conditioning and award-winning acoustics are critical.
Operations are optimised at every level, ensuring consistency across our network. Quality teams, commitment to learning and development, high-quality resources to help teams deliver, good work-life balance are our focus areas. Quality processes, robust asset management teams, strong project execution capability and long-term vision are some of our strengths that ensure we remain ahead of the curve.
We are good at troubleshooting. Problem areas have been identified, and root cause analysis is done in a structured way leading to sustainable solutions. Failures are used as a springboard to drive success all the time. This ensures that strong processes are embedded making our business strong and resilient.
Finally, central to our theme is our customer. We are committed to driving exceptional customer experiences through quality and efficiency. This enables us to innovate and invigorate the organisation everyday.
To maximise efficiency, we optimise our operations and strategically select hotel locations. Delivering high-quality service and products, while building a brand presence is fundamental to our strategy. Understanding distribution channels and industry dynamics help us effectively reach our target market and drive growth.
We offer smart economy product offerings and deliver a world-class experience to our guests. Modern travellers seek more value, quality, comfort, and memorable experiences, and they constantly push us to meet these expectations. We never compromise on quality. Whether it is the services we provide or the products we offer, they are always our top priority.
Our commitment extends beyond the tangible aspects of our hotels. We invest in food quality and interior design, collaborating with top partners and designers worldwide to create spaces that are functional as well as aesthetically pleasing.
How did InterGlobe Hotels cultivate a company culture that fosters sustainable and successful growth?
Our guiding principles of integrity, customer orientation, and future mindedness permeate every facet of the organisation, fostering agility, innovation, and continuous learning.
We empower our most valuable asset—our people—and invest in their skills and development. A culture of open communication, collaboration, and transparency builds trust and a positive work environment. We focus on a performance-driven approach, but one that prioritises empathy and understanding the needs of our team. Our focus on employee engagement fosters opportunities for co-creation and drives a commitment to cross-functional learning. This, in turn, becomes a powerhouse of trust and understanding.
We love planning! Meticulous planning for short, medium, and long-term ensures we harness opportunities with clarity and agility. Regular assessments are key to our commitment to continuous improvement. By constantly evaluating our performance, we identify areas for enhancement and quickly implement proactive measures to optimise our operations. Our asset management structure ensures efficient and effective use of our resources, maximising asset performance.
Finally, compliance with regulations and focus on sustainability are non-negotiable aspects for us. Many of our hotels hold Indian Green Building Council (IGBC) certification, reflecting our commitment to responsible growth.
How are you attracting the millennial travellers? What are their expectations?
Our strategy for attracting millennial travellers involves a keen understanding of contemporary trends and the evolving expectations of this demographic. Millennials are known for being tech-savvy and desire for convenience. They expect hotels to offer high-speed internet, mobile check-in, and other amenities that make their stay more comfortable and efficient. We have incorporated curated libraries into our latest hotel designs, creating intellectual spaces that resonate with millennials’ desire for knowledge and discovery. Books are carefully selected across various genres such as economics, business and management, wildlife and history, among others.
We have also focused on health, wellness, and quality breakfast options. Our high-quality gyms and extended breakfast service with healthy choices have been received well.
We are closely monitoring the Indian art scene. All the art work in our hotels is sourced from emerging Indian artists and curated by experienced professionals. This enriches our guests’ cultural experience, appealing to millennials, Generation Z, and business and leisure travellers.
Availability of trained staff is a growing concern in the industry. Does InterGlobe have any plans of venturing into skill development?
We believe in empowering our employees by equipping them with new skills and fostering an environment of continuous learning, which benefits both our employees and our organisation. We have been rated as one of the best employers by leading organisations, achieving high engagement scores.
Through a range of training programmes, workshops, and online courses, we equip our employees with new skills and foster an environment of continuous learning. Our experiential learning platform offers courses across various genres. This platform serves as a significant source of learning for our employees, enabling them to upskill and progress in their careers. Additionally, we offer self-development enrolment guidelines, allowing employees to join any course that aids in their career progression or upskilling with reimbursement from the organisation.
Beyond formal workshops, we have established a concept called cross functional learning (CFL). Every month, we organise CFL workshops that allow employees from diverse teams to participate in knowledge-sharing sessions. This collaborative learning atmosphere has been instrumental in fostering a comprehensive understanding of various functions within the organisation.
InterGlobe Hotels also invests in the skills and talent of the industry’s future by offering targeted programmes for young talent. These comprehensive training initiatives equip participants with the skills needed to thrive in hospitality, retail, and other sectors. In association with the Indian School of Hospitality, we host a master class as part of an industry-academia collaboration. This initiative aims to bridge the gap between theoretical knowledge and practical industry skills and prepare students for the real-world challenges in the hospitality sector.
Sustainability is a serious concern across organisations. Have you instituted any measurable initiatives and what has been the success rate?
At InterGlobe Hotels, sustainability is of the importance. We have integrated sustainable development practices into every aspect of our operations, from the construction phase to the daily operations of our hotels.
Our initiatives include constructions that are IGBC-certified Gold Rated, reflecting our adherence to stringent environmental standards. We harness solar energy for our day-to-day operations, demonstrating our proactive approach towards renewable energy sources. We have reduced plastic waste and eliminated single-use plastic from guest interface areas. Also, we have installed water bottling plants throughout our portfolio, which has helped conserve water.
Efficient use of energy and resources is another key aspect of our sustainability strategy. To this end, we employ advanced technological tools for energy monitoring, which enabled us to identify and implement energy-saving measures effectively.
