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Tell us about yourself and your experience in the hospitality industry. 

I started my career in 1993 when I joined Hospitality School in India. Alongside my hotel management course, I completed a bachelor’s degree in history and economics, followed by an MBA in marketing. I began as a management trainee with Hilton, then worked at Intercontinental for two and a half years before joining JW Marriott in Mumbai as one of the pre-opening managers. In 2004, I moved to the UK and joined NH Hotels, a Spanish company, where I worked for almost eight years and eventually became UK Head. After that, I became Cluster General Manager at the Bentley and Heston Hyde Hotel. For the past nine years, I’ve worked with the Bhattessa family, managing The Mandeville and Pendley Manor. 

What’s a lesson you learned early on that still shapes how you work today? 

The most important lesson I learned is that hospitality is about genuine connection — with both the team and the guests. For me, genuine care comes naturally, and once you focus on that, everything else follows. I believe three elements are crucial for success:  

• A strong team that shares the same values and passion for hospitality. 
• Pushing myself to achieve the right results. 
• Consistent support from senior managers or owners. 

When these three align, great results follow. 

Have there been any turning points or standout moments in your career? 

A key turning point was finishing my management training with Hilton and becoming a restaurant manager at just 24. Suddenly, I had real responsibility – targets to meet and a team depending on me. At first, I focused too much on climbing the career ladder. But a conversation with my father reminded me to enjoy my work rather than chase titles. Once I shifted my focus back to enjoying the role, promotions came naturally – from Restaurant Manager to F&B Manager, then Deputy GM, and eventually General Manager. My advice to others is the same: don’t obsess over positions. If you love what you do and challenge yourself and your team, success will follow. 

What advice would you give someone starting a career in hospitality? 

Embrace the people side of the business. Hotels are about creating memorable experiences, and genuine care for both guests and colleagues is the foundation. Ambition is natural, but the focus should always be on looking after your team and guests. Regardless of position, everyone is part of the team, each with a role to play. Do your part well, and growth will follow. 

How would you describe The Mandeville in three words? 

Elegant, chic, and cosy. 

What defines an independent hotel? 

Independent hotels reflect the personality and vision of their owners. They have more autonomy, stronger community ties, and a distinct identity compared to branded hotels. 

At The Mandeville, the design and atmosphere reflect the local character of Marylebone High Street. It’s stylish, slightly eccentric, and very much rooted in the community. Operationally, we also have more freedom to make quick decisions and tailor the guest experience.  

What operational challenge have you turned into an opportunity at The Mandeville? 

Our limited conference space was initially a challenge. With 142 rooms, the MICE (Meetings, Incentives, Conferences, and Exhibitions) segment is important. We created partnerships with nearby independent conference venues. They provide the meeting space, and we host the delegates in our hotel, often handling catering and setup. This has turned into a strong collaboration that benefits both sides. 

What does great guest experience look like at The Mandeville, and how does it differ from other London hotels? 

Our greatest strength is our long-standing team. Many members have been with us for 15, 20, even 45 years. Guests are greeted by familiar faces, recognised by name, and remembered for their preferences. This level of personal connection is rare in London, where staff turnover is usually high. Our stability fosters loyalty – guests return because they feel at home. 

Are there sustainability or community initiatives you’re especially proud of? 

Yes. We’ve introduced energy-efficient LED lighting and eliminated single-use plastics by replacing bottles with refillable dispensers. We encourage guests to reuse linens to reduce laundry and work with local suppliers to cut carbon emissions. We’re also active in the Marylebone Association, supporting community and environmental initiatives. At our sister property, Pendley Manor, we’re developing a water-harvesting system for the lawns to further reduce water waste. 

Do you attend the Independent Hotel Show? What do you value about it? 

Yes, we attend every year, along with the owners. It’s a fantastic opportunity for peer collaboration, exchanging ideas, and exploring new technologies. We’re currently planning to expand to 184–186 bedrooms and add more conference rooms, while refurbishing the existing ones. Attending the show helps us gather inspiration, especially around sustainability and technology, so we can future-proof the hotel. 

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