He’s a cycling enthusiast, loves exploring new cuisines, and a chill Bombay boy who’s career has traversed properties across Goa, Gujarat, Doha, Abu Dhabi, Bengaluru, HongKong and more. As Hyatt Centric Ballygunge Kolkata is soon to draw close to a month in the city, t2 chats with general manager Glen Dsouza.
What is it like being in Calcutta?
Being in Calcutta is truly an enriching experience. The city pulsates with energy, culture and history. Its vibrant streets, bustling markets and diverse culinary scene create a unique atmosphere that is both captivating and inspiring. Calcutta’s rich heritage, reflected in its colonial architecture and artistic traditions, adds depth and character to every corner of the city. Moreover, the warmth and hospitality of the people of Calcutta make it a welcoming and enjoyable place to live and work. As the general manager of a hotel here, I feel privileged to be part of such a dynamic and culturally rich community.
As a hotelier, how would you describe your speciality?
My specialty lies in creating exceptional and unmatched guest experiences. I believe in the art of hospitality, which goes beyond providing a comfortable stay — it’s about crafting memorable moments that leave a lasting impression. From personalised service to attention to detail, I strive to ensure that every guest feels valued and cared for during their stay. Additionally, I am committed to fostering a culture of excellence among my team, empowering them to deliver top-notch service and hospitality. Overall, my speciality as a hotelier is in curating unforgettable experiences that elevate the stay of every guest and create a sense of warmth and belonging.
Hyatt Centric is a city hotel. What is your game plan for marketing?
Our marketing game plan revolves around leveraging the unique offerings of our property to attract and retain guests. Focus on attracting business travellers with tailored packages and enhance online reputation through prompt guest feedback responses.
Take us through the key highlights for customers at Hyatt Centric Ballygunge Kolkata?
Located in the heart of Ballygunge, one of Calcutta’s most vibrant neighbourhoods, our hotel offers convenient access to top attractions, shopping destinations, and business districts. With modern interiors reflecting Calcutta’s cosmopolitan spirit, guests can expect sleek design elements and a welcoming ambience. Our accommodations feature contemporary décor and modern amenities for a contented stay. Dining experiences are exceptional with three distinct restaurants: Tess — Euro Asian bistro, YAYAvar — regional Indian restaurant, and Cal-On — rooftop bar (opening soon). With meeting rooms and event spaces, we provide seamless event planning and catering services. Whether for business or leisure, Hyatt Centric Ballygunge Kolkata offers a convenient home base to explore all that the city has to offer.
There’s Calcutta in every corner of the property. How did that decision come about?
Infusing elements of Calcutta throughout the property was a deliberate choice to create an authentic and immersive experience for our guests. By showcasing the city’s culture, history, and flavours, we aim to evoke a sense of connection and celebrate the best of Calcutta, setting us apart and leaving a lasting impression on our guests.
What pointers did you take from your competition?
We’ve learned valuable lessons from our competition. By observing market trends, we stay relevant and meet evolving guest needs. Studying service standards helps us ensure exceptional service. We draw inspiration from innovative offerings and adjust pricing strategies accordingly. Analysing competitors’ marketing tactics informs our own strategies, ultimately driving continuous improvement within our hotel operations.
What are your favourite spots at the hotel?
I personally have two favourite spots in the hotel, first is The Lobby which is the heart of our hotel, where the energy and warmth of our team members welcome guests. It’s a place where I can engage with both guests and colleagues, ensuring everyone feels valued and appreciated. And second is the rooftop pool, which is a serene oasis above the bustling city, offering stunning views and a tranquil atmosphere. It’s the perfect spot to unwind and recharge after a busy day, whether it’s soaking up the sun or enjoying a refreshing swim.
What are some of the initial challenges that you had to go through in this project?
Embarking on any project, especially in hospitality, comes with its unique challenges. From coordinating pre-opening tasks like staffing and procurement to building a skilled team from scratch, each step demands meticulous planning and execution for a smooth launch. Identifying and rectifying operational inefficiencies ensures optimal guest experience, requiring constant monitoring and adjustment. Despite these challenges, each hurdle presents an opportunity for growth, contributing to the success and sustainability of our hotel project.
How would you define your management style?
My management style is collaborative, empowering, and result-driven. I prioritise open communication, mutual respect, and fostering a culture of accountability and innovation within my team.
What are your future plans for the property?
Our plans for the property include expanding offerings, implementing sustainability initiatives, integrating technology, engaging with the local community, and ensuring continuous improvement to deliver exceptional guest experiences.
Describe your Calcutta experience. What has the city been like for you?
My experience in Calcutta has been incredibly enriching. The city’s vibrant culture, rich history, and warm hospitality have made my time here truly unforgettable. From exploring its bustling markets to savouring its diverse culinary scene, every moment has been an adventure filled with discovery and appreciation for this dynamic city and its people.
You’re a true foodie we believe, what have been your favourite food discoveries in the city?
As a passionate food enthusiast, Calcutta has been a treasure trove of culinary delights for me. From the iconic kathi rolls to the explosive flavours of puchkas, each street food discovery has been a joyous adventure. I’ve developed a deep appreciation for Bengali cuisine, especially the comforting machher jhol and the indulgent mishti doi that never fail to satisfy my cravings. Calcutta’s biryani holds a special place in my heart, with its fragrant rice and rich flavours. Each bite in this vibrant city is a celebration of diverse tastes and cultural influences, making every culinary exploration a delightful experience for a true foodie like me.
Being a cycling enthusiast, what has been the community building like?
As a cycling enthusiast, community building has been incredibly rewarding. Engaging with fellow cyclists has fostered a sense of camaraderie and belonging, creating a tight-knit community bonded by our shared love for cycling. Moreover, cycling advocacy initiatives and grassroots movements have united cyclists in advocating for safer infrastructure, promoting cycling as a sustainable mode of transportation, and raising awareness about the health benefits of cycling.
