Dusit GM finds winning combination in PH
PRATEEK Kumar. Photo by Nelson Matawaran
Tasked to rebrand Dusit Thani Manila (DTM), Prateek Kumar was brimming with his trademark optimism when he introduced himself as the new General Manager in 2008. Dusit Thani would be known as a luxury hotel with its unique selling proposition— the culture and hospitality tradition of Thailand imbued with Filipino warmth.
“I gave the spiel to my team. They said. ‘Okay here’s a new GM. They talk like this all the time, then after a few months, they chill out and things go back to what they were.’ But I drove them. If they look forward, it looked daunting, but when they look backward, they could say it was a gratifying experience for them. No reward can buy that sense of achievement,” he said.
“Every three months they saw that. You don’t have to drive them anymore. It is important that the team member must own the achievement. They must think they are responsible for it. Never make them feel that I am responsible for them because it only works while you’re watching. But when you turn around, it collapses. That’s what keeps me going and excited every morning,” he added.
Since he took over, Dusit Thani Manila has been posting record growth in revenues and reaping a harvest of awards.
This year, Kumar went up to the stage 15 times during the Hospitality Asia Platinum Awards in Singapore to accept awards in the majority of categories, ranging from Hotel of the Year to the Best Service Excellence.
“What is in front is the result of what is at the back—the hardware. I wanted to showcase to the world what these guys are doing. We got awarded as the best housekeeping team, best front office and concierge, which are often overlooked. Others see the façade lobby, rooms and spa. But what makes the soul of the hotel is the people,” said Kumar.
Mystery judges would check in the hotels in Singapore, Indonesia, Thailand, Malaysia, Vietnam and Philippines and rate them.
Also, the Thailand-based umbrella company Dusit Thani International named Dusit Thani Manila the Hotel of Year for its performance, service and innovative marketing.
“It’s important to set a high standard. In the beginning, the team was skeptical that it might be too much of a stretch for them. But I guaranteed they could achieve it—not because of me. It’s them. Once they reach that goal, and things get boring, the bar has to be raised to keep everyone excited every morning. We continue to push ourselves,” he said.
Expansion
Kumar attributed the business growth to the corporate market, particularly the meetings, incentives, conventions and exhibitions group.
“Since the service industry, the BPO and pharmaceuticals did well and ratings of the Philippines did better, there were lots of businesses here; hence, occupancy increased,” he said.
The 528-room DTM has one of the biggest ballrooms in Makati and seven food and beverage outlets to attract business from different sectors.
The hotel is also luring the weddings market. Aside from the ballroom’s capacity, the hotel can provide a team and partner-events planner to help couples.
Further, the Devrana Spa is touted as the best performing spa in all the Dusit International properties.
Kumar believes that things will just keep getting better. “I’m always thinking of the positive side,” he said.
Dusit Thani just had a facelift and yet it continues to improve its look. It is the first hotel to introduce vertical gardening along the driveway. The business lounge is being renovated at the rooftop and will provide a 360-degree view of the city. The Clubrooms are also being refurbished.
Because of the awards and performance of DTM, there are plans to expand to other parts of the country.
“We want to duplicate that Dusit Thani’s success in other parts. We are open to develop new properties, create new partnerships in terms of management agreement even equity investment from our side and leasing opportunities,” said Kumar.
“At the moment, there is nothing concrete. We have been going round Cebu, Bohol and Palawan and Boracay looking for right partners and right opportunities. The more we discover, the more we are in awe,” he said.
Best-kept secret
The 39-year-old hotelier said he had modest beginnings. While studying hotel management at Griffiths University in Gold Coast, Australia, he took a part time job as a kitchen hand but was later demoted to a dishwasher.
“I’ve learned the basics of this job. It has kept me very humble. That’s important,” said Kumar.
After school, he then worked as food and beverage manager in the Raffles Plaza in Singapore.
One day, the managing director transferred him to room operations.
“I didn’t know anything about it. But it taught me to keep facing challenges and go for things that you have no idea about,” he said, “As long as you follow your gut feel, you will do well. You have to work harder to prove to yourself and to your employers. Once you’ve given that effort, you’re successful.”
While working as GM of the all-suite hotel Ascott in Singapore, he was invited to come to Manila to run the newly-renovated Dusit Thani.
When he moved here, Kumar immediately felt very comfortable.
“The Philippines is the most misbranded country in the world. In your first two days, you realize what a best-kept secret it is. The reality is different from perception. I liked the product and the people. They embraced me. It usually takes me three to six months to get used to a city. I got used to Manila in a week,” he said. “I’m half-Filipino already, but I don’t speak Tagalog because everybody speaks good English.”
Kumar’s job was to get everybody—the staff and the public—to believe in the product. Although the team was running the hotel successfully in the past, he suggested that they try new things “to make the right things even better.”
Kumar said the DTM team was one of the best he has worked with because of the members’ openness to accept changes and their professionalism.
“When they say, ‘You’ve done this,” I reply, “‘I’ve done nothing.’ I attribute the success to the team,” Kumar said.
Kumar’s recommendations
Prateek Kumar likes to give inspirational books and management books as presents to his team. He recommends
1. “The Secret.” Author Rhonda Byrne talks about the how a positive attitude attracts prosperity.
2. “The Leader’s Way” combines the wisdom of the Dalai Lama with management insights by consultant Laurens van den Muyzenberg. Sound business practices and spirituality make for holistic decisions that result in effective actions.
3. “Peaks and Valleys” by Spencer Johnson inspires readers to look for the hidden benefit in a low situation and empowers themselves to make a turnaround.
4. “The One Minute Manager” by Kenneth Blanchard and Spencer Johnson talks about being effective through brief but incisive interactions with others. Only takes a minute to set a vision, commend or reprimand and leave a lasting impact.
