In a detailed conversation with TMM, Norton Pereira, General Manager, Crowne Plaza Gurgaon, talks about the soul of the brand and how he creates a balance between his personal and professional space in the dynamic world of hospitality.
Tell us what makes Crowne Plaza Gurgaon the perfect business and family hotel too.
At Crowne Plaza Gurgaon, we pride ourselves on being the epitome of a perfect business and family hotel, and it’s not just about the luxurious accommodations and world-class amenities. Our commitment to excellence extends to our responsibility and sustainability initiatives, which are deeply ingrained in our business and culture.
As part of IHG Hotels & Resorts, we understand that our operations impact communities worldwide. We believe in operating with the utmost responsibility, not only because it’s the right thing to do, but because it’s at the core of our mission.
Furthermore, we take our environmental impact seriously. We are dedicated to protecting the environment by implementing sustainable practices and minimizing our carbon footprint. Through this commitment, we aim to leave a positive legacy for future generations.
In addition, giving back to our communities is a vital aspect of our identity. We actively engage in community outreach and support initiatives that make a meaningful difference in the lives of those we serve. Crowne Plaza Gurgaon is not just a hotel; it’s a sanctuary where responsible and sustainable practices converge with luxury and hospitality.
How has the response rate been in the post-pandemic era?
In the post-pandemic era, the industry has experienced a remarkably swift rebound. Both revenue and occupancy rates have surpassed pre-pandemic levels, making 2023 an exceptionally promising year for the hospitality sector. One notable transformation has been in the wedding and conference segments, with innovative approaches and increased demand for such events. Moreover, international travelers have been steadily returning, contributing to the industry’s recovery and growth. The remarkable pace of resurgence is a testament to the resilience and adaptability of the hospitality sector in the face of unprecedented challenges.
When it comes to your role as a GM, what is the most channeling task for you and why?
In my role as a General Manager, one of the most challenging yet deeply rewarding aspects is undoubtedly the responsibility of managing the diverse needs of our dedicated employees. This aspect of the job resonates with me because it involves tending to the very heartbeat of our organization – our people. The challenge lies in the intricate tapestry of human aspirations, motivations, and emotions. Each employee brings unique skills, experiences, and ambitions to our team. To harmonize this diversity and create an environment where every individual can thrive and contribute optimally is a beautifully complex task.
I find it both humbling and invigorating to foster a workplace culture that supports professional growth and acknowledges our team members’ personal aspirations and well-being. This involves active listening, empathetic leadership, and continuous effort to understand the evolving needs of our workforce in an ever-changing world.
How do you create work-life balance in a dynamic work environment like yours?
In the dynamic and fast-paced work environment I oversee, the art of creating a harmonious work-life balance is a delicate but crucial endeavor. It’s a pursuit that involves several key elements, all of which contribute to a beautifully balanced professional and personal life.
First and foremost, prioritizing tasks is paramount. Each day, I carefully assess and prioritize my responsibilities, focusing on the most crucial and impactful tasks. This not only ensures that I’m dedicating my time and energy where it matters most but also prevents burnout and unnecessary stress.
In this environment, I firmly believe in giving my team the freedom to do their jobs. Empowering individuals to make decisions and take ownership of their roles not only fosters a sense of trust and responsibility but also relieves the pressure on me, allowing me to concentrate on higher-level strategic objectives.
The hotel recently saw the launch of another dining space. What are the USPs of the hotel when it comes to F&B?
In the realm of food and beverage at our hotel, we’ve embarked on an exciting journey with the launch of “Kaansa” – a Modern Indian dining experience, set to make its mark in 2023-24. Our commitment to F&B excellence has led us to explore a variety of culinary avenues, each offering its unique USPs. “Kaansa” encapsulates the essence of modern Indian cuisine, infusing traditional flavors with contemporary twists. It’s a culinary journey that celebrates the rich tapestry of Indian culinary heritage while embracing innovation and creativity. From aromatic spices to avant-garde presentations, “Kaansa” is designed to tantalize the taste buds and offer a dining experience like no other.
Moreover, we have introduced a seasonal Mediterranean-themed concept near our poolside, elevating al fresco dining to new heights. This venture not only caters to those seeking a taste of the Mediterranean but also provides a breathtaking backdrop of our hotel’s serene pool area, making it an oasis of relaxation and exquisite dining.
Things that make Crowne Plaza Gurgaon a unique property in the NCR.
1. Dedicated Team: Our exceptional team is the backbone of our success. Their unwavering commitment to delivering unparalleled service and personalized experiences ensures that every guest feels valued and well-cared for.
2. Strategic Geographical Location: Situated near both commercial and industrial areas, our hotel offers convenient access for business travelers. The proximity to the industrial hub of Manesar further solidifies our status as a top choice for corporate guests.
3. Spacious Event Venues: With expansive wedding and event spaces, we provide the perfect canvas for memorable celebrations. From grand weddings to corporate conferences, our versatile venues can accommodate a wide range of events, making us a preferred choice for hosting special occasions.
4. Diverse F&B Offerings: Our culinary expertise shines through in our Food and Beverage offerings. From delectable international cuisines to the modern Indian dining experience at “Kaansa,” we cater to a variety of palates, ensuring a delightful culinary journey for our guests.
5. Sustainability Practices: Committed to environmental responsibility, we have incorporated sustainable practices into our operations. This includes energy-efficient systems, waste reduction, and eco-friendly initiatives, contributing to a greener and more responsible hospitality experience.
Going forward, what are the future plans of the hotel to be relevant in the growing market?
Our aim is to remain a frontrunner, we are committed to staying at the cutting edge of the industry. This involves monitoring market trends, understanding evolving guest expectations, and being agile in adapting to changing dynamics. Our success is deeply intertwined with the excellence of our team. We will continue to invest in talent development, nurturing a workforce that is not only skilled but also passionate about providing the best experiences to our guests, creating lasting impressions that keep them coming back. Also, as the hospitality industry is dynamic, and to thrive, we must constantly evolve. We have plans for ongoing upgrades to our facilities and services, harnessing technology and innovation to enhance our offerings and ensure our guests receive nothing but the best.