In this exclusive interview, we delve into the captivating journey of a young entrepreneur who, against the backdrop of unexpected circumstances, navigated the complexities of the hospitality industry to emerge as the Managing Director of Hotel De Sovrani. From the challenges of stepping into a leadership role at a tender age to redefining luxury and accessibility, she shares insights into the innovative practices and sustainability initiatives that set Hotel De Sovrani apart. Join us as we explore her personal experiences, triumphs, and exciting future plans that promise to reshape the landscape of hospitality in India.
BACKGROUND AND JOURNEY
Q. Could you share a bit about your background and what led you to pursue a career in the hospitality industry?
My journey into entrepreneurship took an unconventional path, weaving a story quite different from the typical narratives of business pioneers. Unlike those with grand aspirations for running a business or those stumbling upon a groundbreaking idea, I found myself thrust into the realm of entrepreneurship at the tender age of 18.
Growing up in the warm embrace of a nuclear business family, my father, a revered realtor celebrated for his unique architectural designs, was at the helm of the distinguished D C Paul Group Construction.
As the eldest child, my father often told me to that as the eldest child, I would have to manage his business when he grew old. However, in my carefree and happy-go-lucky youth, such musings were but distant echoes.
The kaleidoscope of my life abruptly shifted hues when my father, the pillar of our family and business, Mr. Prasanta Paul, succumbed to cancer and suddenly passed away a month before I turned 18.
Suddenly finding myself at the crossroads of responsibility and grief, I had no choice but to step into the shoes meant for family and business. Maneuvering through my father’s real estate projects with the aid of compassionate allies, I grappled with the disarray and challenges of the real estate market, an intimidating landscape for a newcomer, especially one barely out of adolescence, practically a child. With the completion of my graduation, a pivotal decision awaited me to fully commit to Hotel De Sovrani, a move that led me onto an unexpected, yet profoundly rewarding, path within the hospitality industry over the past eight years of my life.
Through trials and triumphs, this journey has not only shaped me as an entrepreneur but also infused life into the legacy my father left behind. Yet, I am grateful for where I am today.
Q. What inspired you to take on the role of Managing Director at Hotel De Sovrani?
The decision to step into the role of Managing Director at Hotel De Sovrani was not a grand entrance into a world of privilege but rather a journey marked by resilience, learning, and overcoming formidable challenges. I had joined as an executive director in the company.
Upon my entry into the hotel, despite being surrounded by an experienced management team, it grappled with poor brand recall, a negative online reputation, and unsatisfactory customer feedback. As a recent graduate stepping into the industry, I was admittedly inexperienced and leaned heavily on the wisdom of the existing management team.
To my astonishment, I encountered limited assistance and internal resistance from within my own management. An atmosphere was created where employees were subtly encouraged to present problems, hoping that, as a young woman, I might opt for an easier path abroad or through marriage. Refusing to conform to these expectations, I chose to carve my own path.
Lacking formal hospitality management education, I committed myself to learning every facet of the business, delving into departmental workflows and standard operational procedures. This outsider perspective, though met with skepticism initially, turned out to be an advantage, allowing me to inject a fresh approach into the hotel’s operations. Hotel De Sovrani gradually began to thrive, despite the initial doubts from my team and the broader Bengal market.
These challenges became my training ground, shaping me for the role and the hurdles that leadership inevitably brings. In 2019, winning the title of the Best Upscale Independent Hotel marked a pivotal turning point. This is when, on the mutual request of my team and my family, I assumed the role of Managing Director to the company. It was not just my triumph but a collective achievement fueled by the unwavering support of my team and family.
Their support has been the cornerstone of my success. Today, I take pride in managing Hotel De Sovrani and its affiliated brands, which include a café, food kiosk, and budget hotels—all successfully built and continuously overseen. This journey isn’t one of entitlement but a testament to resilience, learning, and the pursuit of success against all odds.
HOTEL DE SOVRANI
Q. How do you approach maintaining a balance between luxury and accessibility for your guests?
Having started my journey at De Sovrani at a young age, I gained valuable insights into the hospitality industry, particularly in the context of India where luxury is often associated with grandeur and affluence. However, I recognized that elements contributing to the perception of luxury, such as hygiene, human management, etiquette, and courtesy, are not necessarily high-cost components.
In embracing a more unconventional approach, I challenge the traditional belief that luxury is exclusively tied to opulence and hefty price tags. While we uphold certain elements with a touch of extravagance, our focus extends to providing economical alternatives through a carefully curated selection. Take, for example, our approach during festivals like Durga Puja, where we offer two buffet options —one premier and higher-end with exotic items, and another with a similar but shorter menu featuring top delectable items. This allows us to cater to a diverse range of income brackets.
The first, a premier selection, boasts exotic items and a higher-end experience. In contrast, the second option features a similar, albeit slightly shorter, menu with equally delectable items. This intentional duality enables us to extend our hospitality to a diverse range of income brackets. It’s a small but meaningful step in redefining luxury, making it more accessible and inclusive for everyone.
However, if there’s one factor that truly helps us maintain a genuine ‘balance,’ it’s our commitment to exceptional customer service. The acclaim for our customer service echoes throughout Kolkata. Whether opting for an economic or premier experience, guests at De Sovrani are welcomed into a world of tranquillity, care, and joy, emphasizing that our commitment to service excellence transcends the choice of option and is accessible to all who visit.
INDUSTRY TRENDS
Q. In your opinion, what are the current trends shaping the hospitality industry, and how is Hotel De Sovrani adapting to them?
In the present landscape, several trends are significantly influencing the hospitality industry. One noteworthy aspect is the dynamic nature of the Indian market, marked by policy changes and the emergence of pristine holiday destinations, coupled with the diversification of tourism into realms like detox, adventure, and sustainable tourism. However, amidst these transformative shifts, it would be remiss not to underscore the pervasive impact of digitalization.
Digitalization is changing the hospitality industry, affecting how we do marketing, serve guests, and handle money. This big shift has brought improvements to customer experiences, with things like digital menus and online billing becoming common. The industry has changed a lot, even places without a physical bar now have teams for social media, showing how deeply it’s connected to the digital world.
Digitalization empowers guests to make informed, independent choices and contribute to the promotion or avoidance of tourist destinations. This shift has facilitated flexible pricing models, introduced high-end food delivery services by five-star establishments, and enabled prospective guests to virtually experience a room’s ambiance through 360-degree views before physically stepping into it.
In essence, the incremental yet pivotal steps taken in digitalization have revolutionized how hospitality is consumed and experienced today. These advancements not only refine the industry’s operations but also contribute to fostering more optimal and meaningful guest experiences.
Q. How has the pandemic influenced the way Hotel De Sovrani delivers its services and interacts with guests?
The pandemic served as a compelling testament to the ability to find innovation amid adversity. While the hospitality industry faced substantial losses and costs, it catalyzed intriguing changes both among customers and hoteliers, including Hotel De Sovrani.
The very essence of the hospitality value proposition underwent a significant transformation. Customers, now more than ever, exhibit heightened awareness of their personal preferences. They seek out brands that not only offer more than what is expected but also align their practices with missions and goals reflective of individual preferences. The imposed pause during the pandemic prompted individuals to reflect on their desires and preferences in a more conscious manner.
However, it is crucial to acknowledge that despite the challenges brought about by the pandemic, Hotel De Sovrani, successfully navigated the chaos. Maintaining a team of nearly 200 people during those challenging times speaks to our resilience and commitment. As we move forward, it is imperative to leave behind the immediate impacts and issues caused by the pandemic.
Human beings possess an inherent capacity to adapt, change, and eventually move beyond challenging circumstances. While we cherish the lessons learned, it is equally important to focus on the bigger goals and missions that lie ahead instead of continuously pondering on the last or our Indian company, situated in one of the fastest-growing economies. By doing so, we embrace the transformative power of human resilience and progress beyond the temporary setbacks caused by the pandemic.
LEADERSHIP & CHALLENGES
Q. As a woman in a leadership role, what challenges have you faced in the hospitality sector, and how have you overcome them?
Starting my journey in the hospitality world and adulthood brought along a mix of nerves and pushback. It was like a double jab, impacting both my entry into grown-up life and my job, all while teaching me profound lessons about the place of women.
Right from the beginning, I faced challenges because society had this deep-seated belief in traditional gender roles. People looked at my mom with sympathy, thinking a daughter couldn’t handle the family business as well as a son. From dealing with complex rituals to taking charge of the business, every step felt like a constant battle to prove that daughters were just as capable.
Being a woman entrepreneur in hospitality became an ongoing struggle. The idea of a woman managing hotels brought up unexpected thoughts and questions. Overcoming these challenges needed not just problem-solving skills but also a tough mental strength to ignore society’s biases against women in leadership. Whether dealing with the pandemic, launching new ventures, or navigating the real estate sector where our other projects are, skepticism was always there. People found it hard to believe a woman in her twenties could lead successfully.
But today, our hotel is a market leader, smashing preconceived notions. Personally, I’ve received national recognition and support, bagging awards like the Times Businesswoman of West Bengal in 2023 and the APJ Abdul Kalam Award of Excellence in the same year.
I won’t sugarcoat it – validating my work because of my gender is a real challenge. I fight every day, but this struggle has only made me a stronger leader. It helps me tackle issues in more strategic ways, using people’s prejudices to my advantage in negotiations. In essence, while the journey remains a continuous struggle, I find strength and a unique advantage in overcoming these challenges, turning me into a more resilient and strategic leader.
Q. How do you foster a positive and inclusive work environment for your team?
Frequent interactions and casual conversations play a crucial role in grasping each team member’s perspective on their growth within the organization. I strongly believe that a team should embody diverse and high skill sets rather than echoing the same skills and ideas as the boss. This way, it becomes a personal mission rather than a corporate vision.
I prefer recruiting individuals from various backgrounds and learning experiences, and I especially value it when they possess a higher level of intelligence than myself. This is where we truly generate new value. I genuinely enjoy delegating responsibilities but, at the same time, if someone falls behind, I take it personally and complete the task. This somehow instills a sense of embarrassment at proving incapable, as it reflects that a senior has to step in.
We actively promote team-building activities and programs every 1-2 months. Reaching any budgetary or goal-oriented milestone becomes a cause for internal celebration, emphasizing the idea that, as a team, we face challenges, endure hardships, and celebrate victories together. Rather than simply labeling us as a family, I see us as a community of individuals with initiative and high skills. Our collective strength lies in uniting to bring about positive change within our organization and beyond.
INNOVATIONS AND SUSTAINABILITY
Q. Are there any innovative practices or initiatives at Hotel De Sovrani that you are particularly proud of?
Hotel De Sovrani has evolved into a hospitality experience that transcends the traditional boundaries of a corporate business hotel, offering a holistic and enriching experience in the Kolkata market. While there are numerous initiatives that contribute to this transformation, one particular endeavor stands out as a source of pride.
I take immense pride in our association and collaborations with various sports endeavors, focusing on the promotion of unique sports. Notably, we collaborate with the Motor Sports Association to host an annual corporate rally car with 200 participants or more, carrying forward the legacy of my father who was a car racer during a time when car rallies dominated the Indian sporting landscape. Beyond rallies, we actively engage in hosting marathons, cooking competitions, children’s swimming competitions, and more.
Despite perceptions of the hospitality industry as unidirectional, I had faith that our offerings could resonate with personal initiatives and missions. Hotel De Sovrani is also deeply committed to corporate social causes, actively contributing to the upliftment of underprivileged children, promoting girl child education and training, and providing internship opportunities for girls and women. Our dedication extends to caring for the community, as seen in our efforts to feed nearly 100 street dogs daily and our involvement in the neutering of approximately 50 dogs since October.
While the hospitality sector often emphasizes customer-centric innovations, our commitment extends beyond our immediate impact to encompass initiatives that contribute to building a better society for tomorrow. These endeavors have not only strengthened our connection with the community but have also played a pivotal role in expanding and developing our audience further.
In essence, our mission and innovation extend beyond attracting customers and creating seamless experiences; we aspire to make a meaningful contribution to society and foster a better tomorrow.
Q. How is the hotel incorporating sustainability practices in its operations?
Sustainability is ingrained in the very fabric of our hotel’s ethos and practices, reflecting our longstanding commitment to environmental responsibility. We have implemented a range of initiatives to minimize our ecological footprint and promote sustainable living.
In terms of energy conservation, we utilize energy-saving motion lights, employ a heat pump for hot water, and operate an Effluent Treatment Plant to manage water usage responsibly. Embracing an eco-conscious approach, we exclusively use organic cleaning agents and eco-friendly packaging, decorations, and corporate gifts. Our commitment to sustainability extends to daily operations, where we uphold a zero-waste policy. Digital bills, menus, and marketing boards not only streamline our processes but also contribute to reducing paper waste.
To combat food wastage, our menu is thoughtfully curated, emphasizing the use of local, fresh, and organic produce. We actively promote farm-to-table food experiences through various food festivals. Additionally, our used cooking oil finds purpose in biodiesel firms, and food waste is repurposed into bio manure.
As a testament to our dedication to sustainability and compassion for animals, particularly during the pandemic, I initiated a small endeavour. The unused parts of uncooked chicken and bones are repurposed to brew a nourishing stew and rice for street dogs, offering them a wholesome alternative to scavenging for sustenance in garbage.
Our commitment to sustainability goes beyond mere practices; it reflects a genuine passion for responsible business operations and a desire to contribute positively to our environment and community. We are proud to be at the forefront of sustainable hospitality practices, embodying our dedication to a greener and more compassionate future.
PERSONAL INSIGHTS
Q. What advice do you have for aspiring individuals looking to make a mark in the hospitality industry?
For aspiring individuals venturing into the hospitality industry, my advice is simple yet profound: “Embrace the hardship and keep going.”
In any field, hard work is a non-negotiable requirement, but the hospitality industry, particularly for young adults like myself, presents unique challenges. Working long hours, including during festivals, celebrations, and national holidays, is the norm. Realizing that Sundays and holidays may not equate to leisure and accepting that a 9-5 schedule is a rarity can be an initial personal battle. As an interesting twist, De Sovrani and I share the same birthday, making our annual anniversary celebration precede personal birthday festivities. The key is to persevere, stay focused, refrain from complaining, and carry on with unwavering hope.
Today’s environment poses additional challenges, especially with the prevalence of social media. The allure of instant gratification and the belief in easy success can be enticing. Many young individuals seek to maintain a perfect work-life balance and are unwilling to compromise. While I appreciate this mindset, I believe the passion and happiness derived from striving for true growth and excellence are often overlooked. The pursuit of genuine success requires more than just surface-level efforts.
At 28, I still believe in the old-school approach to success. Success, in its truest form, demands focus, hard work, and perseverance through all hardships. It’s crucial to resist the allure of quick wins and instant recognition. Building a lasting legacy and achieving significant milestones take time, energy, and accumulated experience. Therefore, my advice to aspiring individuals is to embrace the journey, stay committed to their goals, and understand that genuine success is a product of dedication and enduring effort.
Q. How do you maintain a work-life balance while managing such a prominent position?
Maintaining a work-life balance is paramount, and I actively steer away from the common mistake of prioritizing work over all other aspects of life, a practice I observed in our parents’ generation.
Being a self-confessed workaholic, I dedicate approximately 14 hours a day to my professional responsibilities. However, I firmly believe in the importance of taking time off to engage in diverse activities. Last year, I ventured into the thrilling world of surfing, and this year, my goal is to obtain a scuba diving license. My interests extend to equestrianism, regular gym sessions, and weekend boxing training.
Despite my demanding schedule, I make it a point to spend quality time with my mother every Sunday, cherishing those moments. However, my ultimate weakness and the key to achieving a balanced life is my pet dog, Boltu. As a pitbull, Boltu’s formidable appearance may intimidate others, but he is, in reality, a gentle baby. Boltu has instilled in me a deep love for dogs and a commitment to improving the lives of street dogs too. Regardless of how hectic my day is, I ensure to take Boltu for a 10-minute drive daily, as it is his favorite routine. He serves as the anchor in my life, contributing significantly to maintaining a better work-life balance than my friends, family, can attest to. Thus, all hail to dogs for their unwavering companionship and the invaluable balance they bring to our lives!
FUTURE PLANS
Q. Can you provide a glimpse into the future plans for Hotel De Sovrani?
Hotel De Sovrani, having achieved significant prominence in its 11 years of operations, is poised for a future that goes beyond the conventional expectations for an independent upscale hotel. While some may argue that we have reached the pinnacle of our success, I firmly believe that we are just scratching the surface of our potential.
Our vision for the future doesn’t revolve around replicating the same business hotel model; rather, it’s centered on diversification and the creation of more premier and exclusive offerings for Bengal. As a part of this strategic expansion, we introduced Poz Hotels, a budget hospitality brand, two years ago. Poz Hotels currently provides comfortable and economical stays in holiday destinations around Darjeeling and Gangtok. Our commitment to disrupting and elevating budget hospitality in India is a personal goal, and we are actively working towards growing this brand.
Recently, we inaugurated a state-of-the-art banquet facility, conference rooms, and the first automatic retractable glasshouse rooftop café in the financial hub of Kolkata, just two months ago. This addition underscores our dedication to providing innovative and customer-centric experiences.
Looking ahead, my mission is to leverage our expertise in hospitality to create experiences that not only elevate but also bring refreshing innovations to the people of the state. We aspire to change perspectives and offer visionary experiences that go beyond the ordinary, setting the stage for a dynamic and transformative future for Hotel De Sovrani.
Q. Are there any upcoming projects or initiatives that our readers should be excited about?
Absolutely! In 2024, our primary focus and venture that holds immense promise is the expansion and elevation of POZ Hotels to new heights. Drawing inspiration from the impressive budget hospitality offerings in Southeastern countries like Thailand and Vietnam, my vision is to tap into the vast untapped potential for economical hospitality in India. I firmly believe that the development of budget hospitality can play a pivotal role in promoting and enhancing tourism in our country.
While the dream is grand, we are taking measured and strategic steps every day to realize this vision. The plan is to secure funding and open ten more budget properties in beach and religious towns around East India in 2024. This expansion aims not only to provide affordable and comfortable stays but also to contribute to the growth of tourism in these regions.
I am personally thrilled and confident about pushing this mission forward, and I invite our readers to join us on this exciting journey as we work towards building POZ Hotels into a new stature, making budget hospitality a significant player in India’s hospitality landscape. Stay tuned for more updates and developments!
CLOSING THOUGHTS
Q. Is there anything else you would like to share with our readers about your journey or Hotel De Sovrani?
In my entrepreneurial journey with Hotel De Sovrani, a crucial lesson learned is to see opportunity in every adversity. Regardless of challenges, maintaining faith is key; good days will come. If facing hardships at work, remember consistency is vital. De Sovrani overcame changes and losses, emerging as the city’s top hotel, led by a young girl. The message is simple: nothing is impossible with belief and persistence.
The journey is long, the mission ongoing, but with a powerful mantra (mine is my team), goals are attainable. Success is a journey, and dedication paves the way for remarkable accomplishments.
