Chandrashekhar Joshi, General Manager
JW Marriott Mussoorie Walnut Grove resort and spa is a high end luxurious retreat in the heart of India’s Himalayan mountains. Offering premium amenities with five F&B outlets along with sophisticated accommodation , conference rooms, halls etc complimented with recreational center for all ages. Surely, its a perfect stop over in Mussoorie be it personal or professional.
Mr.Chandrashekhar Joshi is the General Manager of JW Marriott Mussoorie Walnut Grove and spa. An alumni of IHM Pusa Delhi, he began his career with Le Meridien, Pune in Food and Beverage. Chandrashekhar Joshi joined the Marriott group in 2004 with the Renaissance Mumbai Hotel & Convention Centre in F&B department. In the subsequent 10 years with Marriott; he gained a varied hotel experience with exposure in operation and Sales & Marketing. I got an opportunity to interact with Chandrashekhar Joshi, GM-JW Marriott Mussoorie Walnut Grove Below is the detailed interaction.
Q.1.)What is unique about JW Marriott Mussoorie Walnut Grove resort and spa?
JW Marriott is offering 115 rooms hotel providing a large basket of different things for different people. We have five Food and Beverage outlets, Den area providing recreation to people from toddlers till adults like art and craft, bowling, pool table. Our experience team not only makes guest enjoy the hotel but also outdoor activities like trekking, rafting and other adventure activities.
JW Marriott Mussoorie_Grand Orchard Ballroom
Q2.)How do you ensure personal touch to guests or connect with them so they go back happy about your hospitality in their hearts and minds
JW Marriott, Mussorie is providing luxury spaces curating personalized experience. It is our job to create a memorable experience for our guests. We reach out to our guests forty eight hours prior to their arrival. This call is to ask about how they are coming, at what time and their preferences. If there is a special occasion , we become a part of the occasion by providing a special experience related to it curating to their liking. We have a generic or customized welcome explaining the welcome and its ritual. Marriott Mussorie creates dishes as per preferences of guests. Our experience team constantly keeps in touch with guests to customize to their needs to ensure their beautiful experience.
Q3.)What are your thoughts on implementation of technology in terms of a.) appliances to suit guests needs b.) technology used in getting to know your customers better
Our hotel is a modern hotel. All the conveniences of customers are taken care of. You name it, you get it. Things like wi-fi , logging to multiple instruments etc are all available here.
Regarding preferences, we use a software- guestware which takes care of guests preferences. A guest coming in for the first time if provides feedback for a certain situation or amenity, that is fed in this software. If the guest is a Marriott Rewards member, his preferences are accessible to all the Marriott hotels in the world. Next time whenever (s)he visits any of hotels in the world, his preferences are taken care of.
JW Marriott Mussoorie_Lobby
Q4.) What are the best practices for employee motivation and talent Management?
Marriott’s center of universe is its employees. Our approach of running business is different. Guest is our God. An employee if taken care off, is happy. A happy employee does a great job leading to happy guests. Happy guests endorse the good job and provide positive feedback through many ways.
Marriott is one of the best companies to work for. There are multiple programs which employees go through. We equip them with skill sets required to do an excellent job.They are grown within the organization and get seniority. Employees are also rewarded in many special ways for their special contributions. They are recognized for going out of the way for our guests.
To provide recreation to our employees, we have indoor and outdoor activities like sports, cultural programs throughout the year.
Q5.) What is your vision considering the upcoming tourism growth and opportunities in Mussoorie?
Resort exterior
We are going to be a game changer. Earlier we used to get high profile crowd in Mussoorie. Off late, the high profile crowd has diminished owing to lack of high end sophisticated hospitality services in Mussoorie. Having a product like us, we see an increase in the premium customer and a renewed interest in Mussoorie. We will be a game changer here providing five F&B outlets, outstanding service and sophisticated and luxury stay combined with recreational activities for all ages.
Photographs courtesy JW Marriott Walnut Grove resort and spa
Nidhi KM
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