"I value cleverness and originality in attracting more customers." says Naval Shekhawat

Naval Shekhawat, the General Manager at lebua Hotels and Resorts, has a wealth of experience in the hospitality industry, having held various senior positions across multiple prestigious establishments. His impressive career includes roles such as General Manager at Holiday Village Resorts & Spa in Gandhidham, Sarovar Hotels & Resorts in Jaipur, and juSTa Hotels & Resorts in Udaipur. With an educational background that includes a Bachelor of Arts from Delhi University and a Diploma in Hotel Management and Applied Nutrition from the Indian Institute of Hotel Management & Culinary Arts, Naval’s expertise is both broad and deep.

When faced with a tough problem, Naval demonstrated his problem-solving skills. There was a significant communication issue between the hotel and a travel agency that had sent a group booking. The team lacked complete information about the group's requirements, leading to confusion and misunderstandings, with the potential risk of the group canceling their stay. Naval addressed this by organizing a meeting with representatives from the travel agency to discuss the challenges and understand their expectations better. He then collaborated closely with his team to develop a comprehensive plan that met all the group’s demands, including adjustments to room allocations, food services, and other logistical requests. Throughout the process, he maintained open communication with the travel agency, providing updates and addressing any concerns. This proactive approach ensured a smooth experience for the group and showcased Naval’s capability in handling complex situations effectively.

He also values ingenuity in guest attraction strategies, stating, "I value cleverness and originality in attracting more customers," recognizing the impact of creative marketing initiatives in driving guest engagement and loyalty.

One of the most memorable moments in Naval’s career as a General Manager was hosting the wedding of a couple who had first met at the hotel’s restaurant many years ago. It was incredibly touching for him to see their love story come full circle, and he felt honored to be part of their special day. The team went above and beyond, from custom-made decorations to ensuring every guest had a fantastic time. Witnessing the joy and celebration was a profoundly rewarding experience for Naval, underscoring the emotional connections and memorable experiences that can be created in the hospitality industry.

Naval places great importance on guest feedback to continuously improve service quality. He diligently reviews all compliments and criticisms from guests. Commendations help him identify and reinforce exceptional services, while criticisms highlight areas needing improvement. For example, if guests frequently comment on slow check-in or check-out processes, he and his team implement measures to speed up these services. Similarly, concerns about room cleanliness lead to reassessing and enhancing housekeeping practices. By addressing feedback through targeted adjustments, Naval ensures continuous improvement and high guest satisfaction. He personally responds to all guest reviews, expressing gratitude and explaining corrective actions, demonstrating the hotel’s commitment to enhancing guest experiences.

To encourage teamwork among hotel staff, Naval believes in clearly defining roles and responsibilities, ensuring each team member understands their contribution to the overall success. He sets specific team goals and encourages cross-training to enhance understanding of different roles. Open communication is nurtured through regular team meetings, creating an environment where staff can share ideas, raise issues, and suggest improvements. Effective information-sharing tools are used to keep everyone updated and connected. Naval also recognizes and rewards teamwork, provides opportunities for professional development, and organizes engaging group activities to promote trust and camaraderie among staff.

Naval values creativity in attracting guests. He has successfully partnered with local businesses and attractions to offer special packages and discounts. For example, he collaborated with safari companies in the Jim Corbett region to create a package combining hotel accommodation with safari experiences. Additionally, he developed a local cuisine tasting package in partnership with a nearby village. These initiatives not only attracted more guests but also provided them with a richer experience. Utilizing social media platforms, Naval shares engaging content showcasing the hotel’s unique features and amenities, thereby increasing the hotel’s online presence and attracting potential guests.

A notable success in Naval’s career was leading a marketing campaign targeting high-end leisure travelers during the off-season. After conducting market research to understand this audience's preferences, he developed a multi-channel marketing strategy. The hotel’s website and social media presence were revamped, and several email marketing campaigns were launched. Collaborations with local tourism boards helped promote the destination. The campaign resulted in a substantial increase in reservations and revenue during the lean season. This project highlighted Naval’s ability to think strategically, make data-driven decisions, and execute innovative initiatives that deliver tangible business results.

For those aspiring to become general managers, Naval offers several tips. He emphasizes the importance of developing a diverse skill set, including leadership, financial management, operations, and strategic planning. Gaining hands-on experience in various hotel departments is crucial for a comprehensive understanding of hotel operations. He advises focusing on excellent service delivery, as guest satisfaction is paramount. Naval also recommends diversifying experience by making horizontal shifts to different properties or brands and taking on additional responsibilities as careers advance. Effective communication and leadership skills are essential for success in this role, along with the ability to inspire and foster teamwork among staff.