In the heart of India’s capital, where tradition meets modernity, stands The Grand New Delhi—a property that has redefined luxury hospitality in the region. Recently, I had the privilege of sitting down with Ms. Hema Dhoke, Director of Sales at The Grand New Delhi, whose 27-year journey in hospitality offers valuable insights into leadership, guest experience, and the evolving landscape of the industry.
A Career Built on Empathy and Excellence
With nearly three decades in hospitality, Hema Dhoke embodies the essence of authentic leadership. Beginning her career at the front desk—the true heart of any hotel—she has risen through the ranks while maintaining a deep connection to the fundamental values of hospitality.
“I started my career in the front office,” she reflects. “I have trained people in the front office, then in sales and marketing. I really feel proud when I see my colleagues who have done very well in their lives.”
What stands out immediately is Dhoke’s refusal to use terms like “juniors” when referring to her team members. Instead, she consistently speaks of “colleagues,” highlighting a leadership philosophy built on respect and collaborative growth rather than hierarchy.
Understanding the Guest: The Core of Hospitality
When asked about her approach to leadership, Dhoke emphasizes one crucial element above all else: understanding guest needs.
“I’ve trained them how to face day-to-day challenges, how to understand the guests—which I feel and take pride in because you are in the hospitality industry and you must know what your guest needs. The moment you know that, you are there.”
This guest-centric approach has been pivotal to The Grand New Delhi reputation as one of the capital’s most prestigious properties. By fostering a culture where staff are empowered to anticipate and respond to guest needs, Dhoke has helped create an environment where luxury feels personal and authentic.
Hospitality: Beyond Business to Cultural Exchange
One of the most fascinating aspects of our conversation was Dhoke’s perspective on how hospitality transcends basic service to become a vehicle for cultural exchange.
“We are actually hosting events from abroad, out of the country, and then extending our cultures,” she explains. “You learn a lot about cultures because you have guests from so many countries. Around the globe, you get guests and come to know about their culture, and then you get the opportunity to actually tell them about our culture.”
This two-way cultural exchange creates value beyond the immediate business transaction, enriching both guests and staff while promoting global understanding—a mission particularly relevant in today’s interconnected world.
Advice for Generation Z: Patience is Paramount
When asked about advice for newcomers to the industry, particularly Generation Z, Dhoke doesn’t hesitate: “You need to be patient if you are in the hospitality industry. If you don’t have patience, you are not fit for the industry.”
In an era of instant gratification and rapid career progression, this emphasis on patience might seem counterintuitive. However, Dhoke insists that the ability to remain calm under pressure, to empathize genuinely with guests, and to build relationships over time remains essential to hospitality excellence.
“You need to understand your guest; you have to empathize and then you have to sympathize,” she advises. “In case you really want to explore the world, this is the place, this is the industry.”
The Grand New Delhi: Where Luxury Meets Nature
Our conversation concluded with an overview of what makes The Grand New Delhi truly special among luxury properties in the capital.
The property boasts impressive statistics: 382 rooms, multiple banquet spaces that can accommodate up to 700 guests, four expansive lawns for exhibitions and conferences, and Delhi’s largest coffee shop—DKK—which can serve up to 275 guests simultaneously.
Yet beyond these numbers, Dhoke highlights something more distinctive: “The USP of The Grand New Delhi is wherever you live, any room you stay in, you will only see greenery, which is missing these days everywhere.”
Surrounded by the Aravalli hills, the property offers a rare combination of metropolitan convenience and natural serenity—”comfortable hotel with luxury,” as Dhoke describes it.
The Human Touch in High-End Hospitality
What resonates most from my conversation with Hema Dhoke is her emphasis on the human elements of hospitality—understanding guests, developing colleagues, sharing cultural experiences, and finding personal satisfaction in others’ enjoyment.
“It gives me immense pleasure when I welcome my guests, when I see smiles on their faces and they feel comfortable and relaxed,” she says. “As a hotel, you give relaxation to a person… you are sharing happiness.”
In an industry increasingly shaped by technology and efficiency metrics, Dhoke’s perspective reminds us that at its core, hospitality remains deeply human—a truth that The Grand New Delhi clearly embodies under her leadership.
For travelers seeking both luxury amenities and authentic experiences in India’s capital, The Grand New Delhi offers a compelling combination of professional excellence and personal warmth, all while surrounded by a natural landscape that provides a refreshing counterpoint to urban life.
