As Glen D’Souza, general manager of Hyatt Centric Ballygunge Kolkata, prepares to move on to a new assignment with Hyatt in Pune, he leaves behind a hotel that has steadily grown into a people-led, culturally-connected lifestyle address. In this exit interview, D’Souza reflects on his two-year stint in the city, the learnings that shaped him, and what the city now represents to him.

What would you say are the defining milestones or achievements that make you proud?

Leading Hyatt Centric Ballygunge Kolkata was never just about running a hotel; it was about understanding the soul of the city and building something meaningful within it. What I am most proud of is the consistency we achieved—across guest experience, team engagement, and in living the Hyatt values every day. Over these two years, the hotel strengthened its positioning as a vibrant lifestyle destination, improved key performance indicators, and earned genuine goodwill from guests and the local community. Seeing the team grow in confidence and ownership has been the most rewarding part of this journey.

Calcutta is a city with a strong cultural and culinary identity. How did the local character influence your leadership approach and the hotel’s positioning?

Calcutta teaches you to slow down and listen. It values depth, emotion, and authenticity, and that had a strong influence on how I chose to lead. We focused on being genuine rather than performative —celebrating local art, food, and conversations in ways that felt instinctive and respectful. The hotel evolved into a space that honoured the city’s heritage while welcoming the modern, curious traveller.

What were some of the most significant challenges you encountered during your
tenure?

One of the key challenges was aligning strong global brand standards with the nuances of a dynamic local market, while also building leadership depth within the team. Creating consistency, accountability, and a long-term mindset required patience and trust. These experiences reinforced my belief that leadership is not about control, but about empathy, clarity, and standing firmly by your people while keeping the larger purpose in focus.

Hyatt Centric properties are known for being rooted in their neighbourhoods. How did you ensure the hotel remained connected to Calcutta’s evolving lifestyle scene?

We looked at the hotel as an integrated lifestyle destination. Our restaurants and event spaces became platforms for conversations, celebrations, and creative gatherings that reflected Calcutta’s social fabric. Each touchpoint — from dining to public spaces — was designed to align with the city’s rhythm, ensuring the hotel remained relevant and deeply connected to its neighbourhood.

In what ways do you feel the hotel evolved over the last two years under your leadership?

Operationally, the hotel became more disciplined and process-driven, creating a strong foundation for sustainable growth. Creatively, it found a clearer voice — one that balanced the Hyatt Centric brand with Calcutta’s personality. Strategically, the focus shifted from transactions to experiences, ensuring every interaction felt thoughtful, purposeful, and memorable.

Was there a particular moment that reaffirmed your belief in people-first hospitality?

There were many such moments, especially during times when team members faced personal or professional challenges. Seeing the team instinctively come together to support one another reaffirmed my belief that when you truly invest in people, they rise — not just as professionals, but as human beings.

As you move on to Pune, what key learnings from Calcutta will you carry forward?

Calcutta taught me the importance of listening deeply, respecting context, and leading with humility. I will carry forward the belief that strong culture must come before strong numbers. When people feel seen, heard, and trusted, performance follows naturally.

What advice would you offer your successor stepping into this role?

Respect the city and trust the team. Calcutta reveals itself slowly but generously. Lead with fairness, stay true to Hyatt’s CARE philosophy, and the results will come — often in ways you don’t immediately expect.

How would you sum up your personal and professional journey in Calcutta?

Calcutta gave me more than milestones — it gave me perspective, relationships, and a sense of belonging. As I move forward, I carry a piece of this city with me. It has shaped both the leader and the person I have become. This is not goodbye — only until we meet again.