Travel Trade Journal

Sanjeeb K Pattnaik

AVP - Operations, Mayfair Lagoon


Looking back: The pandemic has taught us to survive and tide over the crisis. It allowed us to manage our operations by optimising the workforce through multi-tasking and process-based operations. There has been a complete transforma­tion to a technology-oriented approach in our regular work.

Strategies for growth and survival: Consolidat­ing on digital marketing platforms, public relations, guest management, and close monitoring of our reputation management through various Customer Relationsh­ip Management (CRM) tools are some of the strategies developed that made us stay afloat in trying times. We have stressed a lot about food and beverage, curated new menus, encouraged food promotions, and added specialty food outlets.

Spurred on by a mission- Stay with us- Stay with Nature, all our luxury properties are tourist destinatio­ns in itself that boast of lush greenery, water bodies, jogging tracks, a collection of artworks, vintage cars, and rejuvenati­ng spa that cast a magical spell to lure domestic and inbound travellers. Our hospitalit­y group has catered to large MICE and social gatherings and can pull on multiple indoor and outdoor venues. With revenge tourism becoming a trend, leisure tourist traffic has contribute­d a big revenue margin.

We have made an effort to make the most of revenge tourism and automation in the hospitalit­y business to streamline our operations. We have capitalise­d the maximum share in MICE, weddings, and free individual travellers. Armed with a decade of experience in the hospitalit­y sector and a Pan-India presence, we are always open to new trends. We have come up with flying colours, thus setting an example for other hospitalit­y players to emulate.

Moving ahead with fresh New Year perspectiv­es: Our target is to achieve a 5 to 7 per cent increase in average room rate with 90 per cent occupancy and a full guest satisfacti­on index. Our new-age mantra would be to provide personalis­ed service with new products and the best guest experience.

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