30 Minute Interview

‘The key is to create something unique’

Duncan Pitfield, director (operations) for JW Marriott Mumbai, talks about what really counts in the hospitality industry. By Sayoni Bhaduri

What is the key to success of a hotel property?

Consistency is the key to international standards; this is what helps deliver class service to international travellers. At JW Marriott, we have an eclectic group of people creating a melting pot of cultures. We have about 1,000 associates and supervisors working on the property in various teams.

Marriott has a strong HR policy. Where does training fit into that?

The aim is to develop skill specific training where guest experience is given priority. They need to know what can go wrong during a customer's stay and what can be done to make their stay completely pleasurable. Training has to be such that the staff connects to the guest. The Marriott is a large group and we believe in hiring the young, developing and nurturing them allowing them to see growth within the company. Also, it is important for them to see my vision and understand the group's philosophy the way I understand it.

Does attrition hamper operations?

Movement of people from one company to another is not necessarily bad. New people on the workforce bring varied experience to the team. We also have special programmes which allow associates to move around various properties across the globe to gain experience and knowledge.

What plans do you have for the property?

We are planning an extensive growth plan in the coming two years. We will be redoing Reflections and doubling the space to convert it into a funky wine bar and lifestyle zone. We will also be involved in retailing wines. The Lotus Café will also be refurbished and upgraded while the Club Lounge will double in space. Half of our rooms will also be refurbished.

How do you think India will respond to such new concepts?

Locations will always remain crucial for development of niche markets; you need to understand the market well. We are located in a primarily residential area which makes it important for us to introduce diverse and strong concept which will appeal to people. The key is not to try to fit within the box but to create something unique.

It is difficult to please everyone. A restaurant has to be developed according to a business plan and it is important to think of the future. Most designs take a long time to develop and by the time they are up and running their longevity decreases, especially those which are extremely conceptual.

How do you think the current market scenario will affect hotels?

People have become more cautious in the US and UK. It is not the best situation to be in and the next six to nine months will be the deciding factor. But that does not mean that one can compromise on quality. It is important to trim our fat but it is also important to keep in mind that that should not affect quality.