Kashmir-born Vijay Wanchoo, vice president and general manager of The Imperial in Delhi, preaches happiness at his 234-room independent hotel, which he directs as if it were a 24-hour play, with a large cast.
His 800 employees have how-to-stop-smoking therapy sessions, monthly off-the-record lunches, annual picnics, local-knowledge quizzes and staff theatricals. “I make sure everyone knows what is going on,” he said. “I have combined all previous in-house data into one newssheet, the Daily Post, which lists incoming and in-house VIPs, the day’s weather and events, a thought for the day, and I also honor one of the 150 or so affiliates who have been here over a decade.”
Local politicians and millionaires like his business center, a separate, high-security building run by a former U.S. military security specialist.
Wanchoo also entertains travel agents and their families with an annual party.
Now, his happy guests are over 50% repeats. “From their passports, we know when to give surprise birthday cakes and, to anyone, we offer free 40-minute tours of the hotel’s over-7,000 unique pieces of late 19th century Anglo-Indian art,” he said. “I invite guests to national events, like Diwali and Lohri, and anyone clocking up over 100 nights gets two pieces of free laundry a day.”
Off-property, he often hands out his business card, inviting potential guests to book with him direct, to save commission.
His owners, Akoi Saab, are happy with January 2015’s 71% occupancy, average rate 15,000 rupees (US$243) and RevPAR 10,650 rupees (US$173). This compares to citywide 5-star comparisons of 67%, 9,400 rupees (US$152) average rate, 6,298 rupees (US$102) RevPAR.
And himself? “I have just won a billiards competition, and we have lots of cricket coming up,” Wanchoo concluded.