General Manager Payal Mehta asserts, "Change is the only thing permanent in our fast-growing industry"

Payal Mehta, currently the General Manager at The Hans Hotel, New Delhi, has had an illustrious career in the hospitality industry. Her journey includes significant roles such as Operations Manager and Executive Housekeeper at Crowne Plaza Today, Executive Housekeeper at Park Inn by Radisson and The Umrao Hotels & Resorts, Assistant Executive Housekeeper at Hilton New Delhi Janakpuri, Service Manager at Shangrila, and Housekeeping Manager at Taj. Payal holds a B.A. in Education from Chaudhary Charan Singh University and a B.A. from Meerut University.

Payal faced a tough challenge post-COVID when retaining staff became difficult. The hotel had shut down during the pandemic, making it crucial to motivate and retain the team. She found that being present with the team, appreciating their small efforts, communicating regularly, and celebrating small achievements made all the difference.

She cherishes all moments spent with her team, whether celebrating a festival, a birthday, or engaging in team-building exercises. These interactions build a strong bond and create memorable moments that enhance team cohesion.

Feedback from guests is paramount in the hospitality industry, and Payal leverages it to drive continuous improvement. She believes that every feedback provides an opportunity for change, which is essential in an industry where "change is the only thing permanent." Building strong relationships with guests is key to ensuring their satisfaction and loyalty.

To encourage teamwork among hotel staff, Payal emphasizes the importance of training and communication. She implements a 10-minute training session in every department daily and organizes weekly team-building exercises. This focus on training and communication helps create a culture of efficiency and retention.

A successful project that significantly boosted the hotel's profitability involved updating systems and introducing new technology to save costs. By doing corporate contracting for daily items across three hotels, she managed to achieve substantial savings, demonstrating that "money saved is money earned."

For those aspiring to become general managers, Payal advises that the role requires a diverse skill set, including leadership, communication, problem-solving, and strategic planning. She emphasizes the importance of confidence, adaptability, innovation, and strong communication with owners and stakeholders. Financial acumen and social responsibility are also critical to the role's success.

Payal Mehta's career and approach to management highlight the importance of adaptability, continuous improvement, and strong team relationships in the hospitality industry. Her experiences and insights provide valuable lessons for aspiring hotel general managers.