In an exclusive interview with Kamal Gill, Exec Editor, Today’s Traveller, Puneet Dhawan, Sr. Vice President – Operations, India & South Asia, Accor, speaks about the complexities of the hospitality landscape successfully
TT Bureau: Can you talk about your 20-year experience with Accor and how working in different places has influenced the way you manage hotels?
Puneet Dhawan: Over my two-decade tenure with Accor, I’ve had the privilege of working in diverse locations across various regions, which has profoundly shaped my managerial approach and leadership style.
I have previously held key positions across countries such as Hong Kong, Vietnam, Australia, Singapore, India, UAE, and the Philippines. These experiences have provided invaluable insights into the nuanced dynamics of the hospitality industry and the art of effective hotel management. Each location presented unique challenges and opportunities, enriching my perspective and fostering adaptability and innovation—a cornerstone of success in this rapidly evolving industry.
Moreover, working in diverse environments has enhanced my interpersonal skills and cultural sensitivity, enabling me to foster collaborative work cultures and deliver exceptional guest experiences. My journey in hospitality began in 1994 at Mandarin Oriental Manila.
Joining Accor in 1998, I started as Director of Food and Beverage at Novotel Century Hong Kong. In 2012, I ventured to Bengaluru to launch our first dual property in India. By 2016, I relocated to Dubai as Vice President Operations for Accor Middle East, managing 35 hotels.
In my recent role, I repositioned Sofitel Philippine Plaza Manila as a top luxury urban resort, showcasing my strategic leadership and operational expertise. Throughout my career, my dedication to excellence has been pivotal in shaping Accor’s success in the hospitality industry.
This continuous learning journey has equipped me with the skills and mindset needed to navigate the complexities of the hospitality landscape successfully. Looking ahead, I am dedicated to leveraging these experiences to drive excellence and innovation across our portfolio, ensuring we continue surpassing guest expectations and delivering unparalleled experiences.
TT Bureau: Accor is all about great guest experiences and making people happy. What plans do you have to make guest stays better and grow the business in this changing market?
Puneet Dhawan: At Accor, delivering exceptional guest experiences and ensuring their happiness is paramount to our ethos. As we navigate the evolving hospitality landscape, we are steadfast in our commitment to innovation and meeting the changing needs of our guests. To enhance guest stays and drive business growth, we prioritize personalization and customization, tailoring services to individual preferences through data analytics and guest feedback mechanisms.
Technology integration is key, with initiatives like Green Key systems and EV charging stations enhancing convenience and efficiency.
Sustainability is central, with energy-efficient practices and waste reduction strategies aligning with environmentally conscious travellers.
We aim to expand our brand portfolio to cater to diverse preferences while investing in talent development to empower our team. In summary, our holistic approach focuses on personalization, technology, sustainability, expansion, and talent development, ensuring our continued success in the dynamic hospitality landscape while prioritizing guest satisfaction and innovation.
TT Bureau: As you oversee Business Development, Owner Relations, Hotel Operations, and Commercial Teams, how do you prioritize your responsibilities to align with Accor’s objectives?
Puneet Dhawan: As the overseer of Business Development, Owner Relations, Hotel Operations, and Commercial Teams at Accor, I ensure alignment with our long-term strategic goals by evaluating each function’s current state and allocating resources accordingly.
By engaging stakeholders and assessing initiatives’ potential impact on business performance, I prioritize efforts that promise significant returns or contribute directly to our strategic objectives. Efficient resource allocation supports the execution of prioritized initiatives, while continuous monitoring allows for adaptation to changing circumstances. This systematic approach ensures our efforts drive value, enhance performance, and support our sustained growth and success.
TT Bureau: With the hotel industry changing fast, what trends and challenges do you see coming for Accor in India and South Asia, and what’s your strategy to deal with them?
Puneet Dhawan: As the hotel industry evolves rapidly, Accor in India and South Asia faces various emerging trends and challenges. The growing demand for personalized experiences and technology-driven solutions presents both opportunities and hurdles.
We aim to integrate innovative technologies while maintaining tailored services for our guests, leveraging our robust loyalty program, ALL-Accor Live Limitless.
This free lifestyle loyalty programme goes beyond hotels and offers. It delivers members truly spectacular experiences, privileges, and rewards. It offers experiences during and after a hotel stay, including 5,500 hotels in more than 110 countries, and across more than 45 hotel brands. The loyalty program provides access to a wide variety of rewards, services, and experiences with strategic partners. The loyalty program helps members live their passions every day with over 2,000 worldwide events, from local discoveries to the year’s biggest sporting and musical events.
Sustainability is a pressing concern, urging us to implement eco-friendly practices across our hotels, including obtaining Green Key certification.
Most of our hotels have water-bottling plants to move away from plastic bottles and only provide glass water bottles, aligning with our commitment to environmental conservation. To counter competition from alternative accommodations, we highlight our brands’ unique value propositions and leverage our network and loyalty programs.
Moreover, regulatory changes and economic fluctuations necessitate agility in our strategies. By staying updated on trends, prioritizing sustainability, and enhancing guest experiences through technology, we’re poised to navigate challenges and sustain growth in the region.
Read more: Today’s Traveller Interviews
