Hotelier India Awards 2018, Front Office Manager of the Year, Luxury to Upper Upscale

WINNER: Pratik Vashisht

Front office manager, The Leela Palace Bangalore

Pratik Vashisht, in the three years he has worked as the Front Office Manager at The Leela Palace Bengaluru, was helpful in initiating the use of a ‘Departmental Dashboard’ that lists the key performance indicators. Sharing the indicators has created a sense of ownership within the team and has enabled them to view the progress of the department at a glance. They have witnessed tremendous improvement in discovering loyalty enrollment, guest satisfaction scores, up-selling and training.
Vashisht strongly believes that hotels sell experiencse to their guests and his focus remains on how to make every experience memorable. To him, better service is to understand, anticipate the needs and requirements of the guests and implement the basics correctly.
If ever possible, he plans to introduce and promote a chain of luxury hotels in B-tier and C-tier cities since he sees great potential for the segment. This will not just allow the industry to grow but also create a lot of jobs.