Tarun Thakral and Meena Bhatia reflect on their 30-year journey at Le Méridien New Delhi, highlighting valuable knowledge gained and importance of adopting best practices.
Sunil Ghadiok
Q: It has been an amazing tenure with Le Méridien New Delhi for you. Can you share your comments on this wonderful journey?
A: Tarun Thukral: Starting way back in 1986 as a trainee at Le Méridien New Delhi, I could never have imagined that this journey would continue till today. Learning about the various departments at the start of my career gave me an in-depth knowledge of all the departments and the day-to-day issues. The French Government Scholarship I received to pursue an MBA in International Hospitality Management in France added perspective to my managerial skills, enhancing my ability to efficiently run a hotel.When I returned back to India, I applied these skills to the hotel and enjoyed the subsequent successes.
Meena Bhatia: Absolutely. Le Méridien New Delhi has truly been a special place for me. Le Méridien New Delhi is more than just a hotel; it is a family. Over the years, I have had the opportunity to work with some of the most dedicated and enthusiastic individuals in the industry. Le Méridien New Delhi has given me the opportunity to constantly learn, grow, and push the boundaries of what is possible.
Q: It is no secret that Le Méridien New Delhi positioned the Le Méridien brand in India for Starwood at the time. To what factors would you attribute this achievement?
A: Tarun Thukral: The hotel commanded a great position in the market and was the flag bearer for Le Méridien Group in India. Starwood recognised and appreciated the hotel’s advantageous position—its location, service standards, strong guest database, among others. Their development philosophy aligned with the status and reputation enjoyed by Le Méridien New Delhi.
Meena Bhatia: Firstly, we embraced the brand’s unique European heritage and prioritised cultural discovery, providing guests with a one-of-a-kind experience in the dynamic Indian setting. Secondly, we focused on establishing a guest-centric environment that provided exceptional service and personalised attention. Thirdly, we built a sense of community by engaging with local artists and companies to provide our guests with an immersive experience. Finally, our drive to innovation and exceeding expectations helped us stand out in a competitive field.
Q: The hotel has remained a leader in its competitive set. What are those focus areas that help chalk up such performance?
A: Tarun Thukral: A great team, which has always been ready for any challenge, has been one of the key reasons for this performance. In addition, we have been proactive and used the right tools to forecast the market better. Each of our sales associates is competitive, which has aided us. We ensure that all employees understand they represent the hotel, encouraging them to bring us the leads they encounter through their networks. We explore newer markets through the sales leads generated through Starwood/Marriott networks.
Meena Bhatia: Maintaining our leadership position necessitates an emphasis on critical areas. First and foremost, we value guest satisfaction. We actively collect feedback and are working to improve our offers and services depending on guest preferences. Second, we invest extensively in our staff, offering extensive training and growth opportunities to ensure they provide outstanding service. Third, we are committed to excellence in all aspects of our operations, from housekeeping to culinary experiences.
Q: Recruiting skilled employees is a major concern today. What are your views on this challenge, and how have you managed to contain attrition under such circumstances?
A: Tarun Thukral: We have a strong HR and Training department that has played a key role in retaining employees. Our internally developed programmes such as Meridien Executive Programme (MET) and Meridien Operations Supervisory Training Programme (MOST) have been the backbone for employee retention. Above all, we at Le Méridien ensure that they and their families are looked after through schemes such as annual family days, scholarships for their children and the like.
Meena Bhatia: The talent shortage is undoubtedly a big concern in today’s hospitality industry. We address this by fostering a positive and fulfilling work environment that values employee well-being and progress. We provide competitive compensation packages, invest in training and development initiatives, and recognise and value our team members’ contributions. We cultivate a strong corporate culture that values teamwork, collaboration, and mutual respect. This comprehensive approach enables us to attract and retain excellent people. For example, a significant percentage of our employees have been with Le Méridien New Delhi for 20 to 25 years and are still actively contributing to the hotel’s success.
Q: F&B have historically played a key role in the hotel’s positioning and generating impressive revenues. Are you planning to introduce any changes in F&B concepts to keep client interest piqued?
A: Tarun Thukral: Food and Beverages in hotels have seen a major transformation in the past few years. There was a time when visitors had limited options in the city and had to frequent 5-star hotels. Things are different today and we must compete with high-quality trendy restaurants in the city. Today, hotels make an extra effort to ensure that their restaurants and bars stay relevant. I personally feel that we need to reinvent ourselves every five years. The hotel is working on brand new concepts in this area and you shall see a brand new Bar & Restaurant in September 2024. Banqueting menus and service are also being upgraded. Come September, and you shall see these noticeable differences!-
Meena Bhatia: We prioritise utilising fresh, local ingredients creating menus that cater to a variety of tastes, offering healthier options alongside our signature dishes.
This year, to truly embrace the unique occurrence of an extra day in the leap year, we have launched a year-long campaign called ‘+1 for the Leap Year’. This initiative presents enriching experiences that elevate our current offerings. The ‘+1 Celebrating Flavours of the Globe’ campaign is a vital component of this programme.We showcase a collection of gastronomic treats from a different country every month. This allows guests to experience a global culinary trip without leaving the hotel.
We feel this initiative keeps our offerings fresh and symbolises Le Méridien’s commitment to cultural exploration. It is a vital component of the brand’s DNA. We feel confident that our guests are going to relish this one-of-a-kind opportunity to discover the world through their taste buds.
“Learning about various departments at the start of my career gave me an in-depth knowledge of all the departments.” – Tarun Thakral, Executive Director, CJ International Hotels – Hotel Le Meridien New Delhi
“Le Méridien New Delhi has given me opportunity to constantly learn, grow, and push the boundaries of what is possible.” – Meena Bhatia, Vice President & General Manager, Le Meridien, New Delhi
“Le Méridien New Delhi will unveil a brand-new restaurant and bar in September 2024.” – Tarun Thakral
“The ‘+1 Celebrating Flavours of the Globe’ campaign allows guests to experience a global culinary trip.” – Meena Bhatia
