CEO – Roseate Hotels & Resorts, Kush Kapoor started his career as a room boy with The Trident, Udaipur and Trident Cochin after completing his ‘Hotel Management’ diploma from IHM Hyderabad. With over 22 years of experience in the hospitality industry he has covered the most iconic hotels during his hospitality career across India including ‘Oberoi Group’, ‘The Taj Group’ of hotels and ‘The Leela Group’ and has many laurels to his feat.
He launched Roseate Hotels & Resorts brand in India which has become an iconic luxury hotel brand in India. In his extensive career he has been honored with several awards. In his personal life Kush Kapoor is happily married and enjoys travelling, listening to good music and staying fit. As a fitness junkie, he has bench-marked Six Sigma Green Belt, Black Belt Trainer and Master Black Belt, completed a psychology certificate course from Oxford, Tai Chi from Harvard University and General Managers Program from Cornell University.
What makes Roseate Hotels & Resorts stand out from other properties you’ve worked in?
Roseate Hotels and Resorts, is a luxury hospitality brand that offers a global collection of one of a kind stay experiences. The architectural and design elements of each of the properties showcase salubrious natural surroundings. The service offered is professionally top notch with an extra human touch and feel. All our employees take pride in working for Roseate Hotels & Resorts and there is a sense of belonging amongst all of us. The most important part of working at Roseate Hotels & Resorts is one focus to satisfy our guests every time with new innovations when they visit. Our team at Roseate works here as if it’s their own business and Roseate stands out in bringing new innovations in the hospitality industry.
Who is your typical customer?
Our typical guest looks for a customized, personalized experience. He/she is a discerning traveler with a knack for all things luxury. Our guests expect us to deliver something refreshing and new every time they stay with us and to deliver upto their expectations which is what keeps us busy.
If you could plan a one-day itinerary for guests looking to explore Rishikesh, where would you send them?
Each guest looks for a different and personalized experience when checking-in at The Roseate Ganges. We offer bespoke experiences to our guests, from adventure activities like adrenaline pumping hiking, individual cooking sessions, trekking, river rafting to yoga, meditation, the renowned religious Aarti by the river Ganges or an intimate afternoon with a book.
Building the right team is crucial for a property’s success. What are the key skills you look for when hiring new employees?
I always request my team to keep two attributes away from my hotels and resorts-attitude and politics as these are a road block to any organization and certainly unacceptable to the Roseate brand. We confirm the best and innovative training and development to enrich our team members to become better hospitality professionals every single day. We always look for passionate hospitality professionals who would be brand custodians and ambassadors, not just employees. As a business head I am strongly inclined towards individuals who are focused on long term growth and career progression.
What is the USP of your hotel in Rishikesh?
The Roseate Ganges creates in you a sense of nostalgia and a reference to Modernist India to build a quiet refuge away from the urban, city life. Our aim was to reduce the visual noise and unnecessary clutter, creating a calming space for introspection. We wanted to juxtapose the raw; to create an experience of understated luxury. Roseate Rishikesh has it’s own highly trained and motivated and one of the youngest team besides it’s own private beach, a luxury resort without a banquet hall, part of the forest makes it a unique destination to be in.
What is the one dish that guests have to try when at your hotel in Rishikesh?
At The Roseate Ganges, unique dining experiences are specially curated for guests. Seamlessly offered in addition to unmatched personalized service, these ensure an unforgettable stay. I personally recommend ‘Karele Ki Chaat’ which is sure to tantalize your taste buds. All meals are cooked using fresh, seasonal local ingredients.
2020 was a challenging year for the hospitality industry. In your opinion, how will travel trends change in the 2nd half of 2021?
I firmly believe that in the hospitality industry, we need to constantly reinvent ourselves according to the needs of our guests and to stay ahead of the game. It’s true, the hospitality industry has recently faced an unprecedented challenge, but we ensure to provide a safe space for guests. With our Care by Roseate initiative, we would like to assure our guests utmost care and measures, as their well-being and safety lies at the core of our brand philosophy.
Was a career in hospitality something you always dreamt of? What is your advice to aspiring hoteliers?
I always wanted to be in Army; however without graduation inspite of clearing my CDS exam, I could not join the armed forces. I always kept the discipline alive in me which certainly has helped me to become a better person and a professional. Indian hospitality industry is in a very nascent stage with the amalgamation of AI, digitization and change of hands with most of the owners and management companies. This is a golden period to be a part of the hospitality industry for aspiring hoteliers. I would highly recommend aspiring hoteliers on TIPS (Transparency, Innovation, Passion, Simplicity) to become the best hoteliers.
Which cities are your favourites for: 1) food 2) history 3) fashion?
Food (Delhi), History (Udaipur), Fashion (Rome & London).
You have worked in several cities, which is your favourite city for work and play?
Udaipur as it is the smallest city to work in and yet has all the elements of Indian culture mixed with elements of modern India.
How has the pandemic changed the way you work?
The pandemic has made me introspect more, to be constantly on my toes as the situation is very fluid and calls for immediate responses. We have been able to bring lots of innovations during the last 15 months of the pandemic (food trucks, food cafes, co working spaces, biggest Ice skate ring in India, our own Alkaline bottled water, lots of R&D with technology and human power to bring the best out in the team and our systems for our guests and team members).
At work, which is your most challenging activity and why?
Every single moment in a hotel is fun and challenging as you need to be prepared to handle any circumstance and that’s what this industry prepares you for every single day. Every day is a new day as you handle guests from different walks of life, with different natures, moods, nationalities, which brings out the best in you. This is the best job in the world as you meet hundreds of professionals every single day from various industries under a single roof where your job is to ensure you handle their satisfaction levels and ensure they become your regular guests and ambassadors.