PRS Oberoi’s Timeless Advice Continues to Echo in My Thoughts

In 2003, when I returned to Oberoi Hotels, I underwent a 10-day induction at the newly opened Oberoi Resorts – Vanyavilas, Udaivilas, and Rajvilas. After the induction, I had a meeting with PRS Oberoi to discuss my new role. As I entered his office, I noticed peacocks leisurely strolling in the garden outside his window.

During our conversation, Mr. Oberoi asked me about my thoughts on the new resorts that had opened since my departure from the company five years prior. I replied, “Sir, outstanding, we are now competing at a global level.” However, our conversation was interrupted by a call from the General Manager at The Oberoi Mauritius. A portion of the resort had caught fire due to nearby sugarcane fields burning in strong winds. Despite the alarming situation, Mr. Oberoi remained calm and simply said, “Just take care of the team and guests.” I was amazed at his composure, considering that one of the world’s most beautiful hotels was on the verge of destruction. After the call, he resumed our conversation and discussed his expectations from a good General Manager. He emphasized the importance of focusing on guests, the team, and profitability, while also minimizing waste rather than cutting expenses. I still remember his advice vividly.

As our meeting continued, the phone rang again, and this time, almost half of the resort was engulfed in flames. Although I wanted the meeting to end, Mr. Oberoi remained composed and asked for specific feedback on the new resorts, always seeking ways to improve.

I recall the ritual of fortnightly meetings with Mr. Oberoi, which would often stretch into late evenings. These meetings required thorough preparation, starting a day in advance. Mr. Oberoi was sharp, exceptionally knowledgeable about the business, and unwavering in his commitment to quality. The discussions revolved around hotel operations, new initiatives, revenue, profitability, budgets, and renovations. However, there was one constant agenda before each meeting – reviewing negative guest reviews across various platforms. The first couple of hours were dedicated to analyzing guest comments and identifying the reasons behind the negative feedback. We would do this for all 25 hotels even before meeting with Mr. Oberoi, ensuring we had answers ready. He would patiently listen but always provided his viewpoint, placing the guest’s satisfaction at the forefront. He continued this practice with me until my last month with the company, even at the age of 88, often working late into the night.

Nowadays, when people inquire about creating a culture of service excellence, I always stress the importance of leading by example every hour, every day. This is what sets an iconic company and a legend apart. And that is precisely who Mr. Oberoi was.

(Kapil Chopra served as the President of The Oberoi Group from 2013 to 2018. He is currently the Founder of EazyDiner and The Postcard Hotel.)

Disclaimer: The opinions expressed in this article are solely those of the author.