Ms. Lakshmi Sridhar is a renowned hospitality professional with over 22 years of extensive experience in the industry. Her leadership and strategic vision have significantly enhanced the prestige and operational efficiency of Novotel Visakhapatnam Varun Beach & The Bheemili Resort, where she currently serves as the General Manager. Her professional background includes notable positions at well-known companies like Accor, where she consistently raised revenue and enhanced guest satisfaction through her innovative strategies and effective management.
Ms. Lakshmi Sridhar brings a wealth of experience, having been part of the Accor family for more than 11 years. With her steadfast commitment and exceptional skills, she has ascended to the esteemed position of General Manager at Novotel Visakhapatnam, playing a pivotal role in the properties’ triumph.
Her strategic acumen and adaptability to the dynamic hospitality landscape have been instrumental in her professional success. At Novotel, Lakshmi Sridhar plays a pivotal role in delivering unparalleled guest experiences, fostering team cohesion, and implementing innovative solutions that align with evolving market trends. Her achievements have earned her recognition and numerous awards, including the “Best Coastal Hotel” by Haute Grandeur, the “Best MICE Hotel” by Andhra Pradesh Tourism, and the “Best Management Award” by the Labour Government of Andhra Pradesh.
Born into a Tamilian family, raised in Delhi, and settled in Visakhapatnam after her marriage, Lakshmi brings a unique blend of experiences that foster unity and a positive working environment. Her commitment to excellence, strong interpersonal skills, and empathetic leadership style make her a respected and influential figure in the hospitality industry.
The Evolving Role of Customer Experience in Hospitality
“In the hospitality industry, customer experience is everything. It is an ongoing journey that starts with a guest’s awareness of your brand and keeps developing through each and every touchpoint, creating brand equity that drives repeat visits and positive reviews on online platforms. The industry needs to continuously keep its search engine ON to understand the need and be driven by the need to enhance guest experience and satisfaction. Guest experience in hospitality operations directly influences guest satisfaction, loyalty, and a hotel’s reputation. Guests play a key role in creating a trustworthy relationship with the business. Consistency & Reassurance is the key to ensuring repeat visits.” – Ms. Lakshmi Sridhar
This insight underscores the importance of viewing CX as an evolving process rather than a single interaction. A guest’s experience is shaped from the first moment they hear about a hotel to the time they check out and leave a review. Every touchpoint matters, and consistency in delivering quality service is what builds trust and loyalty. By actively listening to guest needs and refining service standards accordingly, hotels can drive customer retention and long-term success.
Key Challenges and Opportunities in the Industry
“The hospitality industry faces challenges like staffing shortages, rising costs, and shifting customer expectations. However, opportunities lie in embracing technology, sustainability, and wellness tourism, offering personalized experiences, and tapping into local and regional travel. Adapting to these trends can enhance guest loyalty, operational efficiency, and long-term growth.” – Ms. Lakshmi Sridhar
The hospitality industry operates in an ever-changing environment, with challenges such as workforce shortages and increasing operational expenses. However, those who embrace innovation and adaptability can turn these challenges into opportunities. Investing in digital transformation, sustainable practices, and wellness-focused offerings allows hotels to cater to modern travelers’ needs. Personalization, particularly in service delivery, strengthens guest connections and enhances brand differentiation, leading to higher customer satisfaction and loyalty.
A Personal Insight or Mantra That Has Guided Her Career
“Focus on progress, not perfection. This mantra has guided me to embrace continuous learning and growth. In any career, setbacks are inevitable, but the key is to keep improving, adapting, and staying resilient. Success comes from consistent effort, not flawless execution. Keep moving forward, always.” – Ms. Lakshmi Sridhar
This perspective is particularly relevant in customer experience management, where adaptability and a commitment to improvement are crucial. In a world where guest expectations constantly evolve, striving for progress ensures that hotels stay ahead of trends. It’s not about achieving flawless service in every instance but about continuously refining processes, learning from guest feedback, and making incremental improvements that lead to lasting customer satisfaction and loyalty.
Conclusion
Ms. Lakshmi Sridhar’s leadership and customer-centric approach have played a crucial role in shaping Novotel Visakhapatnam Varun Beach & The Bheemili Resort into hospitality landmarks. Her deep understanding of evolving guest expectations, combined with her ability to adapt and innovate, sets her apart as a dynamic leader in the industry.
As the hospitality sector continues to evolve, Ms. Sridhar’s insights emphasize the importance of prioritizing guest experience, embracing technological advancements, and fostering resilience. By focusing on consistency, reassurance, and progress, hotels can create meaningful experiences that drive customer loyalty and long-term success. Her journey serves as an inspiration for professionals striving to make a lasting impact in the world of hospitality and customer experience.
