Gaurav Apte, General Manager of Goa Marriott Resort elaborates on his role and experiences in the hospitality business
Tell us about yourself
I was born and brought up in Mumbai. I was good at sports and am an outdoor person who likes to explore different places and spend time with friends.
When it comes to academics, I hold a Masters in Hospitality Administration (MHA) from the Institute of Hotel Management (IHM), Mumbai and a Masters in Tourism Management (MTM) from Indira Gandhi National Open University (IGNOU) in addition to Diploma in Hotel Management and Catering Technology (DHMCT). I have a portfolio of qualifications and experience earned during 23 years of progressive responsibility and achievement in the hotel industry. I have been the General Manager at the Goa Marriott Resort & Spa for almost 6 years. Previously, I was associated with the Courtyard by Marriott, Ahmedabad, as the General Manager. In both these hotels I led a successful soft renovation and was instrumental in achieving the highest total hotel revenue since its inception. Prior to this, I was associated with the Bengaluru Marriott Hotel Whitefield, as Resident Manager and Courtyard by Marriott, Pune Hinjewadi, as Director of Rooms, where I ensured a successful opening of both properties. I was instrumental in making the hotels flourish by the best guest satisfaction scores in India for more than 3 consecutive years. I have earlier worked with The Lakeside Chalet Marriott Executive Apartments and The Renaissance Mumbai Hotel & Convention Centre (now Westin Powai) for 7 years.
What made you decide to pursue a career in the hospitality industry?
My academic journey took an unexpected turn when, by chance, I secured admission to a prestigious institute in Pune for a Bachelor of Computer Studies. However, my second option, inspired by my cousin’s role as a chef in a 5-star hotel, lured me towards hotel management. Enamoured by the idea of crafting and indulging in gourmet delights, I believed the hotel industry held more allure than computer studies. Intrigued, I decided to take a leap of faith and explore this enticing hospitality path.
You started your career at Renaissance Hotels. Today you are the General Manager of Goa Marriott Resort. What motivated you to reach the position?
My journey from the front office to General Manager has been a rewarding evolution. Initially, I didn’t always envision the destination, but my passion for hospitality fueled my aspirations. Starting at the front desk, I immersed myself in various roles, learning the intricacies of hotel operations. Over time, a desire for leadership grew, and I embraced challenges as stepping stones. Continuous learning, dedication, and a commitment to guest satisfaction propelled me forward. While the dream to be a General Manager wasn’t immediate, it evolved organically, driven by a genuine love for the industry and a steadfast commitment to excellence.
According to you, what factors contribute to excellent customer service?
Outstanding customer service in the hospitality industry hinges on several key factors. Firstly, personalised attention and a warm, welcoming atmosphere create a memorable experience. Efficient and responsive communication, both online and in-person, fosters trust and satisfaction. Anticipating guest needs and providing proactive assistance showcases a commitment to exceptional service. Well trained and courteous staff contributes significantly, ensuring professionalism and empathy. Consistency in service standards, coupled with swift issue resolution, builds loyalty. Moreover, incorporating feedback mechanisms and leveraging technology for seamless experiences amplifies overall customer satisfaction, making attention to detail, staff training, and guest-centric innovations crucial for delivering excellence in hospitality. 
As a hospitality leader, what is your leadership style?
In our daily operations, we foster a culture of collaborative thinking and cross-functional ideation, creating a positive and resourceful environment that keeps the team actively engaged. I prioritise effective and transparent communication with the team, ensuring positivity and recognition for every success story. I recognise the essential duty of maintaining a harmonious balance in business operations, emphasising an inclusive and supportive framework for the team. With the guiding principle, ‘Put People First,’ I wholeheartedly embody this ethos, prioritising the well-being and success of the team members above all else.
What are your greatest strengths and how have they contributed to your managerial role?
Teamwork and leadership are my greatest strengths, embodying the belief that collective strength defines success. In leadership, my focus is uniting the team to attain shared objectives. I recognise that cohesive teamwork propels achievement, making leadership a cohesive force that binds individuals toward a common goal. By fostering collaboration, I strive to harness the diverse skills and perspectives within the team, recognising that the collective effort is the cornerstone of triumph in any endeavor.
What do you consider to be the biggest challenges our industry faces today?
In 2024, I think the hospitality industry is grappling with numerous challenges. Ongoing geo-political tensions continue to impact travel patterns, leading to fluctuations in demand. The rise in operational costs, encompassing labour and energy expenses, adds financial pressures to businesses. Navigating the evolving landscape of technology becomes crucial for customer engagement and operational efficiency. Furthermore, sustainability concerns shape the choices as a consumer, encouraging establishments to embrace eco-friendly practices. Balancing innovation, cost management, and meeting heightened expectations of customers pose a complex challenge for the hospitality
sector in 2024.
Where do you see yourself in the next 5 years?
Over the past 22 years at Marriott International, I have navigated diverse cities –Mumbai, Pune, Bengaluru, Ahmedabad, and Goa, immersing myself in both business hotels and resorts. My journey has been a rich tapestry of experiences. Looking ahead, I foresee my role evolving in the next five years, overseeing clusters of hotels and managing large teams. With a wealth of experience, I am poised to embrace the challenges and responsibilities that come with leading on a broader scale within the dynamic world of hospitality. I prioritise effective and transparent communication with the team, ensuring positivity and recognition for every success story”
What advice would you offer to those who aspire to become leaders in the hotel industry someday?
Aspiring to become a leader in the hotel industry requires dedication and a multifaceted skill set. Immerse yourself in every aspect of hotel operations from front desk to finance. Cultivate strong leadership skills by fostering teamwork and nurturing a positive work culture. Stay abreast of industry trends and continuously seek learning opportunities. Develop exceptional communication skills to connect with both guests and staff.
Prioritise guest satisfaction and employee wellbeing. Embrace challenges as opportunities for growth. Network within the industry, build relationships and showcase your passion for hospitality. Strive for excellence, and with perseverance, your journey to becoming a successful GM will unfold.
