LEADERSHIP INSIGHTS: AN INTERVIEW WITH GM OF KENILWORTH RESORT IN GOA

By Kalyani Merwade Images by Ashok Tanna

Welcome to the "GM Speaks" section, where we bring you insights and experiences from the General Managers of some of the most prestigious hotels in Goa. Today, we have the privilege of talking to Mr Ashok Tanna, the General Manager of Kenilworth Resort in Goa.

Mr Tanna has had an illustrious career in the hotel industry spanning over 29 years, during which he has worked in various countries across Europe, South East Asia, and the Pacific. He brings a wealth of knowledge and expertise in hotel management and a passion for delivering exceptional guest experiences.

Born in Thane Mumbai, Mr Tanna spent his early years in school and college building everlasting friendships and memories. However, his passion for the hotel industry was embedded in him at the young age of 13, when he decided that he wanted to work in 5-star hotels. With his grandfather and father being cooks, he grew up watching them and developed a desire to learn cooking.

After completing his hotel studies at the Institute of Hotel Management in Ahmedabad, Mr Tanna embarked on a journey that took him to various parts of the world. However, he finally docked in Goa after nearly 6 years, where he now leads Kenilworth Resort.

As a leader, Mr Tanna's working philosophy is centred on the "Service Profit Chain," a business model developed by researchers at Harvard in the 1990s, illustrating the associations between various sectors of business, such as profitability, customer loyalty, employee satisfaction, productivity, and loyalty, which lead to business growth.

At Kenilworth Resort, Mr Tanna and his team take pride in their unique selling propositions, which include a beachfront resort, a welldesigned swimming pool with various sections catering to different segments for pool usage, a swim-up bar, a swimming pool with water slides, an open-air jacuzzi, big lush landscape lawns, white sand lawns, extensive outdoor and indoor wedding and MICE venues, Italian wood-fired pizza oven, seaside shack, and pillarless 5000 square feet wedding and conference venue.

To maintain these USPs, Mr Tanna and his team ensure the product's maintenance while generating ROI in revenues, closely monitored daily through meetings and checklists with all concerned department heads.

Mr Tanna acknowledges that Goa faces tough competition from international destinations such as Bali, Maldives, and Mauritius Still, he maintains that Kenilworth Resort is the best in Goa, complimenting Leela, St. Regis, and Taj Fort Aguada for their product and services. As far as social media is concerned, Mr Tanna believes that it does indeed create an impact on decision-making for physical products. Still, there are so many reviewers for hospitality or hotels that it's difficult for a consumer to run through all reviews to create a positive or negative impact However, social media plays a vital role in bringing tourists to certain attractions within a destination. In conclusion, Mr Tanna's leadership philosophy centres on the "Service Profit Chain," which has led to the success of Kenilworth Resort His passion for delivering exceptional guest experiences and motivating his team while respecting them has been the cornerstone of his success in the hotel industry. Thank you, Mr Tanna, for sharing your insights and experiences