Kaustubh Sur is a hospitality professional by choice who loves what he does. He strongly believes in creating memorable experiences for his family, team members, and esteemed guests. Life is short and simple. He believes that one can make the most of it only when they have faith in their goals, dreams, and ambitions. When he is not at work, he enjoys reading fiction-based novels and spending time with his wife, daughter, and friends. Staying fit and working out every day is another passion of his, and he also finds great enjoyment in watching action and dramatic Hollywood movies, which never fail to amaze him.
Below are highlights of the interview conducted between World’s Leaders and Kaustubh Sur:
Describe your background and what did you do before you started/joined the company?
18 years ago, in the year 2008, a 23-year-old graduate from a hotel management college in India, namely “IHM Chennai,” started his journey with the dream of creating his place in the everlastingly glamorous industry of hospitality. Like every young mind, the aim was to climb the ladder while gaining fame, recognition, and expertise in all fields of hotel management, as was once taught back in college. Little was known to him then that the much-dreamed-about job in the field of hospitality would take him through a series of life-changing events and realizations to bring the best out of him in time to come. That was me. I got amazing opportunities to work with some of the leading hospitality companies in the field of commercial and hotel operations, which include Marriott, The Park Hotels, The Ascott Limited, and Radisson Hotel Group. In 2018, I got an opportunity to be associated with Oakwood Asia Pacific once again in Thailand as my first assignment as a general manager. My first appointment was in Phuket, followed by Cluster Role overlooking Pattaya as well in 2021, and now I am glad to be heading Oakwood Hotel & Residence Bangkok, which is under the same umbrella of The Ascott Limited as Oakwood Asia Pacific was acquired by them recently.
Tell us about the inception of the company. How did it all start?
Oakwood Hotel & Residence Bangkok is a 142-unit full-service hotel and residence that started its operations amid COVID 19 on May 19, 2021. It is owned by V.M.P.C. Co., Ltd. The company began buying assets from banks in 2003 and renovating them into rental apartments, serviced residences, and hotel projects.
What has made you successful? What do you value?
In any business, one of the most important aspects is the ability to see a clear direction towards the future and translate it down to your team to help them hold a clear and common vision, goal, and path to work on. I am grateful to have worked with such leaders in the past who have helped me learn how to stay calm in demanding situations, work on the process to achieve the goal, and invest your time in nurturing talents. I believe in and value my team, who are the ones actually making the brand for any organization.
Which are the major services of the company, and how do they help the company get ahead in the competition? What value-added services does the company provide?
Oakwood Hotel & Residence Bangkok offers 142 pet-friendly rooms and serviced residences with full-service F&B offerings, a swimming pool, sauna, fitness center, meeting and conference rooms, and a library for our guests who love to spend time reading. When talking about competition, the important thing to understand is that it is never between two individuals. It is always between the skills of two individuals. If one wants to perform to their full potential, all that needs to be done is focus on sharpening the skills. We do the same while working on the people’s skills and services we have to offer our guests to maximize the guest satisfaction index.
What are the most important aspects of a company’s culture? What principles do you believe in and how do you build this culture?
A company’s culture is defined by its moral values and its people. The success of a company depends on the success of its people. Treat your people right, and they will ensure that your business is right. A company also needs to ensure that it invests in its people by training them and helping them upgrade their knowledge and skills. Another aspect is to respect time. Time is money, and you need to choose wisely when and where to invest. I strongly believe in creating a positive work environment that is challenging for my team members. Hire the right talent for the right job, and allow them the freedom of space and mind to perform. Carve out a clear action plan, know and build the support system that needs to be provided to allow your team to perform to their full potential, and watch them grow. If they fall down, give them a helping hand and pull them through. If they make mistakes, let them learn from them and help them understand the solution so they do not repeat the same mistake again. Last but not least, we as an organization believe in providing a healthy work-life balance to all while respecting people’s own space and the time they spend with their loved ones.
What is the significance of innovative ideas in the company?
As an organization, we encourage our team members to come up with innovative ideas that contribute towards the betterment of the surrounding environment and business operations. Every suggestion, however big or small, is welcome and is heard by the management. We also have nominations and recognitions awarded on a quarterly basis for the most innovative ideas implemented, leading to positive results.
Give us your opinion on; do organizations rely heavily on individual heroics or team processes?
The success ratio of any company is always driven by teamwork. Individuals win the race, but teamwork helps you win the game. Processes are framed considering the fact that they need the contribution of people from different fields with varied skill sets who can come together to form a team that can deliver successful results towards a common goal.
What are your responsibilities as the Founder/CEO of the company? What is the happiest part of your daily routine?
As a general manager, I ensure that my team has all the necessary support to deliver the best results while maximizing the guest satisfaction index, which in turn will maximize the profitability of the company. On the other hand, it is also my responsibility to ensure that the product is well maintained and that my people are kept motivated, well trained, and informed on the latest developments in the market trend. The relationship with our business partners is at the top of our priority list as well. I feel blessed to be able to share a common dream with my people, to be a part of an ever-changing industry, and to be able to witness a new day with opportunities, varied situations, and different guest requests every day.
What advice would you give someone going into a leadership position for the first time?
Produce more when your time is at RISE. Be humble, conscious, and innovative when you are at the top. Adapt to change and mitigate the leaks when you are in decline. If you fall down, know that it is to make you stronger and rise again. Life is short and simple. Look at it the way it is, and when in a dilemma, just take one step at a TIME. Last but not least, planning for tomorrow is good, but learn to always live in the present and not overstress yourself with worry for tomorrow. Remember, “YESTERDAY is a history.” Tomorrow is a mess. But today is a gift, and that’s why it is called THE PRESENT.” Learn to make the most of the present.
