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Punam Mohandas
Peter Fulton sure has his act together. He presents a suave, unflappable exterior to guests, and a tough, hard-as-nails interior to hotel employees, which is just how the GM of a prestigious five star property ought to be. And, most blessed of all, he is not afraid to describe exactly how the land lies.
Fulton is a New Zealander, who took over the Hyatt Regency in New Delhi on January 6, 1997, after a stint at the Hyatt in Acapulco, Mexico. Then and now, Fulton tells it like it is.
How would you compare work environments?
Well, the hotels are roughly the same size, although this one is more corporate-driven. As for the pace of working, I must say that not too many people can get more laid back than the Mexicans, but here too, perpetual follow-ups are a necessity.
You have gone on record to say that the rates at the Hyatt here are ``incredible''. Are you still of the same opinion?
``As we all know, pricing is a direct function of supply and demand. The high tariffs were dictated Peter Fulton sure has his act together. He presents a suave, unflappable exterior to guests, and a tough, hard-as-nails interior to hotel employees, which is just how the GM of a prestigious five star property ought to be. And, most blessed of all, he is not afraid to describe exactly how the land lies.
Fulton is a New Zealander, who took over the Hyatt Regency in New Delhi on January 6, 1997, after a stint at the Hyatt in Acapulco, Mexico. Then and now, Fulton tells it like it is.
How would you compare work environments?
Well, the hotels are roughly the same size, although this one is more corporate-driven. As for the pace of working, I must say that not too many people can get more laid back than the Mexicans, but here too, perpetual follow-ups are a necessity.
You have gone on record to say that the rates at the Hyatt here are ``incredible''. Are you still of the same opinion?
``As we all know, pricing is a direct function of supply and demand. The high tariffs were dictatedby the prevailing business environment. But with the political instability, economic recession, and the South East Asian currency crisis, decision makers and businessmen have been forced to take a hard, analytical look into the future.
The buzzword is to provide a lot of value addition to the customer, while keeping the costs down. (Yes, when I came here) I was surprised at the rates -- a room that was for $72 in Acapulco is $280 here; with luxury tax that's $450 for the Regency Club. That's a lot of money and I think somewhere down the line we'll have to offer something more (to the corporate customer).The Hyatt was going through a low occupancy slump all through last year -- you yourself admitted as much, and now?
There has been a short-term impact on occupancy due to the nuclear explosion/sanctions fallout. But the larger picture had already been painted by economic recession and political instability. Business trends are market-driven -- even in the hotel industry. However, the dip in occupancy thisyear had been about 10 to 15 per cent. The media blitz about incredibly low occupancies is slightly misplaced.
What about your plans to be different so as to keep the customer flow on?
Well, the Hyatt was the first to introduce the world famous Havana cigars to discerning Delhiites. We also have plans for innovative food and beverage promotions, besides a new restaurant in the near future. Also, effort is on to beef up on information technology; to this effect we plan to introduce interactive television and other value-added services to the guest rooms and business centre.
Speaking of restaurants, are you satisfied with the ones you have?
Any negative comment is used productively as we tend to size up and think of new strategies to win back the well-earned reputation. When I came here, I did think TK's could speed things up a little in terms of service. I also admit the charges about Delhi Ka Aangan -- it's ironic that it's an Indian restaurant that's not as successful as the others inour hotel. However, under the baton of chef Farman Ali, we have a revamped menu with innovative kabab platters and several veg as well as non-veg delicacies. La Piazza of course continues to be the city's favourite, and under new chef Piermario Cremella we have new fare there as well.
Copyright © 1998 Indian Express Newspapers (Bombay) Ltd.
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