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Self-reliance (and cooking videos) serve Delhi GM well

GOSTELOW REPORT—“Being custodian of over 6,000 artworks is a challenge all by itself,” says Vijay Wanchoo, senior executive vice president and general manager of the 234-room The Imperial, New Delhi, India.

The hotel is itself an historic work of art: on seven acres of grounds a few minutes’ drive from the city center. An all-white, four-floor palace, The Imperial was designed by Edwin Lutyens as part of the master plan for New Delhi, the new capital of India, and built in 1931 by Sardar Ranjit Singh.

One of the first things to do when the hotel went into lockdown on March 23 was to take down the entire unique collection of Anglo-Indian art of the late 19th and early 20th centuries. Pieces were carefully catalogued and stored in some empty bedrooms.

The Delhi government, in fact, wanted to requisition the entire property for quarantine patients, but Wanchoo would only release 96 keys. Those “patients” were escorted, by medical staff, in through a back door. They went straight up to their allocated rooms and stayed there for 14 nights: All service was effected by agency staff and, although unused rooms are still blocked, the hotel has had no responsibility.

Wanchoo, in his office, prepares another Instagram video.
Wanchoo, in his office, prepares another Instagram video.

“Another challenge is being an independent hotel without the global marketing network offered by big brands. We have had to rely on social media, especially Instagram, and support from Preferred Hotels & Resorts and now, if anything, the needs of self-reliance are accentuated.”

That self-reliance has been led by the hotel’s strategy-determined leader. He has been

keeping in touch personally with 300 to 400 regular customers, writing personal emails and telephoning, and using WhatsApp.

“The other day I had to jump in when a U.K. guest was unhappy at a refund delay. I was able to sort it out and I telephoned him at 10:30 p.m. Delhi time. He was so happy. I changed a negative to positive, something I could attribute to my decades-long love of cricket, a sport where one team can be eight wickets down but can still work to get the lead back.”

For nearly six months his professional life has slotted into a routine. “I have Sunday off but, Monday through Saturday, I cycle for about 12 miles, pure exercise, before doing a 9 a.m. – 6 p.m. stint in my office, though I am available on my mobile 24/7,” he explained. Although Delhi’s government had announced 36 hours previously that the city’s hotels could re-open on August 24, The Imperial is actually planning now for mid-October. 

“At the beginning, way back in March, I had really been in a hurry to open up again but as the months progressed and we constantly updated financial assessments, I knew we had to be certain. The owners, Sardar Ranjit Singh’s descendants, have been very supportive. Not a single one of our 800-strong team has been laid off, and everyone has been on subsistence allowances.”

Ninety to 100 staff, in rotation, have been on duty throughout, and by re-opening he expects to have about 160 on hand in the first phase. To help return to usual faultless service, all training sessions will start with meditation and yoga. The usually extensive F&B will initially be restricted to room service and the coffee shop (banqueting will soon follow as there are 10 significant weddings coming up).

Born in Kashmir, northern India, Vijay Wanchoo started as a chef. He continued up the F&B ladder until, as EAM of this very hotel, 1996-99, he learned financial acumen. But he has not forgotten his culinary skills, which today come with a strong marketing edge.

“During lockdown I have produced and starred in several vegetarian cooking videos for Instagram. My most popular have been a fricassee of vegetables, also eggplant parmigiano.”

 

 

 

 

 

 

 

 

 

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