GM Speak

A sense of space

The recently opened The Westin Sohna - Gurgaon, Resort & Spa, brings with it a new approach to services that meet guests needs and yet allow them their personal space. The GM of the hotel, Bipan Kapur believes that this is the trick to break free from vanilla services in order to raise the bar. By Sanjeev Bhar

Bipan Kapur

The hospitality industry has witnessed tremendous growth in recent years, and the opportunities it has opened up for developers across the country is worth noting. However the question that still remains is whether the quality of operations, as well as the way hospitality services are offered and its level of competency match the expectations of globetrotters. These questions merit serious pondering before the opening of a new property and Bipan Kapur claims to have tackled these.

The general manager of the recently opened property, The Westin Sohna - Gurgaon, Resort & Spa is of the opinion that services provided by a property should define the brand. "A hotel property should be known by the service it offers; the way staff approach guests and the relationship they build with them," he says. The hotel, with the reputation of being the first managed property from Starwood Hotels and Resorts' in India, has a lot to offer. Accordingly, it is set to raise the standards of service in the industry. Kapur states, "Customer orientation in India is changing fast as customers are increasingly aware about the changes taking place the world over." What customers today look for is hospitable service yet their own personal space.

Offering space

It is often said that creation of space leads to creation of distance and thereby, creation of barriers. On the other hand, this is just the opposite case when applied to hospitality. Kapur firmly believes that space is what can mend barriers; be it between staff, staff and customers or customers and their desire to rejuvenate in a particular hotel property. "Indian service has long been very subservient and that needs to change. Guests (customers) desire good service yet want space, or a sense of privacy. This is the mantra for good service," he professes.

The hotel, spread over 38 acres of land, is a perfect example of space. The sense of individuality crafted through 97 elegant guest rooms and suites offers a personalised experience to the resort. "The vastness of the resort brings about a feeling of well-being, which is enhanced by the natural surroundings where guests can experience the best of features with minimalist approach. The services would not be forced on one," explains Kapur. According to him, services in India have always been too loud. However, it is about time to change that, and The Westin Sohna expects to bring about the required subtlety in services where the relation between the server and guest will be redefined.

The Heavenly Spa of the hotel also promotes a similar concept of space with six different massage techniques. These include Thai, Balinese, Shiatsu and Ayurveda are offered, aimed at the refreshing of body, mind and soul. Kapur also believes that the interaction between guests and staff should bridge the gap between the server and the one being served. Conventionally, Indian hospitality has always been one-way, ie being submissive to guests. "Subservience is inimical towards attaining the right kind of standards in a competitive world and thus the change in approach and attitude, which we hope to bring about, will certainly present a new horizon in the chapter of Indian hospitality," Kapur concludes.