shop talk | profi le SUNIL CHATRANI, CEO, ELEGANT HOTELS GROUP Q&A: A good fi t
Sunil Chatrani, CEO, Elegant Hotels Group, reveals how technology can improve the customer experience and why the company isn’t a one-size-fi ts-all brand
WHAT FIRST ATTRACTED YOU TO THE TRAVEL INDUSTRY? My professional training in accounting has allowed me to work in many sectors. I decided to work full time in the hospitality sector when I returned to Barbados in 2010. Given the importance of the industry to Barbados, I saw it as the best way to make a contribution to this wonderful island I call home.
TELL US ABOUT YOUR DAY-TO-DAY ROLE WITH ELEGANT HOTELS. WHAT ARE YOU MAIN DUTIES? As CEO, my duties are wide-reaching and varied. However, I’d say my main role is people management. We have a team approach to doing business at Elegant Hotels, and the strength of what we do starts with our executive and management team. I work with them to keep them motivated and help them achieve their goals. I believe our corporate culture and the environment in which we work are the keys to our success.
WHAT’S NEW FOR YOU AS AN ORGANIZATION WITHIN THE US TRAVEL INDUSTRY? Elegant Hotels has fi ve very distinct boutique properties in Barbados. Each hotel has its own personality. We are continuously trying to improve the guest experience with personalized service. We recently completed room and restaurant renovations at Colony Club and introduced new healthy dining options highlighting a local seasonal menu. At Tamarind, Crystal Cove and Turtle Beach we are continuously improving the family experience with customized kids’ programs with an emphasis on Bajan culture. We’re introducing a water trampoline this October, as well as exciting new activities, including aerial cinematography, stand-up paddle boarding clinics and sunset beach bonfi res.
HOW CAN ELEGANT HOTELS IMPROVE ITS CUSTOMER EXPERIENCE? We understand that technology has changed the way guests travel. They like to share their experiences instantly on social media and communicate with family and colleagues back home. All our properties offer complimentary wi-fi and we’re in the process of introducing our Mobile Passport allowing guests to make dining reservations, spa treatment appointments, order room amenities and view activity
42 | ASTAnetwork | fall 2015
schedules and menus, all while sitting by the pool or beach. It links to Google maps to assist navigating around the island, fi nding local landmarks and booking future stays. All this aids us in personalizing a guest’s stay and customizing their holiday experience. We’re also working on adapting our offerings at each property to tailor amenities to each specifi c target demographic.
HOW IMPORTANT ARE TRAVEL AGENTS TO YOU? Travel agents are very important to the success of Elegant Hotels. We’re not your typical one-size-fi ts-all-brand and we rely on agents as our ambassadors to help travelers understand the differences at each of our resorts. By understanding the decision-making process of leisure travelers, travel agents are able to address the issues most important to their clients and recommend the property that best suits their clients’ needs. Which, in turn, makes for a very happy and satisfi ed guest. It’s not always about price. Consumers are looking to travel agents to provide the best overall solution to their individual travel needs. Qualifying the customer upfront can provide you with a relevant needs assessment. This can include dates, quality or location of accommodation, cancellation policy, recreational amenities, etc. No two customers are alike. We recognize the importance of travel agents and continuously train our partners with in-person and online training courses, and a generous incentive program to earn free stays and cash bonuses.
We’re not your typical one-size-fi ts- all brand and we rely on agents to help travelers understand the differences between our resorts
WHAT ARE YOUR MAJOR OBJECTIVES AND CHALLENGES FOR 2016? My goal is to see Elegant Hotels continue our growth, both organically and externally. We’re constantly looking at ways to improve our product offering and as a newly listed entity on the London Stock Exchange, we’re actively seeking to expand our portfolio in the region.
WHAT DO YOU LIKE TO DO IN YOUR SPARE TIME? I love to golf in my spare time. It’s been my passion for the past 15 years and Barbados offers some of the best golfi ng in the Caribbean. My favorite course is Royal Westmoreland, designed by Robert Trent Jones Jr. The layout is fantastic and offers ocean views from every hole.
WHERE DO YOU LIKE TO GO ON VACATION? I travel a lot for work. Still, I would defi nitely like to visit the Far East. I’ve had an interest in its cultures and amazing landscapes since I was a child.
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