The ‘RAI' Way To Do It

Amitabh Rai, General Manager, The Ritz-Carlton, Bengaluru gets candid about the experiences that helped shape him as an industry stalwart, keeping his team motivated, the biggest challenges he has faced, the definition of luxury, and several such crucial matters.

How did you decide on hospitality as a career?

I did not choose my career; life, actually, chose it for me. I was studying to be a marine biologist and The Oberoi School had come on a recruitment drive to my college, St Josephs College for Arts & Sciences, Bengaluru. I found the prospect rather exciting and the next I knew, I was seated in front of Mr. PRS Oberoi and a panel, which also had Field Marshal Sam Maneckshaw on it. The Field Marshal recognised my father’s name on my resume as the man who had airlifted him out of a dangerous situation. I do believe that is the sole reason I made it to the Oberoi School of Hotel Management.

What have been the big changes that the hospitality industry has gone through, particularly in the luxury hotels segment, since you first began your career?

Once it was about the product; now, it’s about experiences and personalised service.

Tell us about your experience of working with The Oberoi Group and The Ritz-Carlton, both luxury hotels. What have been your key takeaways from both your roles?

Well, I think, luxury at The Ritz-Carlton is an institution where the gurus of luxury come to learn. Steve Jobs learnt about the three steps of service from The Ritz- Carlton, which he successfully incorporated into all his apple stores. Similarly, the leading doyens of the luxury industry have learnt the trade at The Ritz-Carlton. At The Oberoi Group, luxury is about an eye for detail and tremendous passion instilled in his employees by Mr. PRS Oberoi. You learn about luxury from him.

What is the Indian market like for luxury hotels? How has it evolved and grown over the years?