Manisha Sharma, General Manager, The Westin Kolkata Rajarhat, shares her vision for the hotel as she embarks on a journey to redefine luxury hospitality in Kolkata. With extensive experience in operations and sales across India and Dubai, Sharma is dedicated to elevating guest experiences, curating iconic events, and fostering a culture of innovation and sustainability. In an exclusive conversation with Aamita Mukherjee, she discusses her immediate goals, the hotel’s strategic focus on wellness and culinary excellence, and her vision to establish The Westin Kolkata Rajarhat as a trailblazer in the City of Joy’s dynamic hospitality landscape.
What are your immediate goals and vision for The Westin Kolkata Rajarhat?
My immediate goal for The Westin Kolkata Rajarhat is to elevate guest experiences by seamlessly integrating wellness, intuitive service, and world-class hospitality. Strengthening our culinary excellence through Nori, Ruh – B – Ruh, and 3132, while curating exceptional stay experiences, remains a key focus. We aim to establish our expansive banquet venues as Kolkata’s premier destination for iconic events. Internally, nurturing a passionate and empowered team is essential to fostering a culture of excellence and well-being. Guided by sustainability and Marriott’s Serve 360 commitment, we continue to redefine hospitality with a harmonious blend of innovation, responsibility, and refined experiences.
Having worked in diverse markets like India and Dubai, how has this international experience shaped your leadership approach?
Leading in dynamic markets like India and Dubai has honed my adaptability, cultural intelligence, and strategic mindset. Dubai’s fast-paced, innovation-driven hospitality scene instilled a sharp focus on excellence, while India’s rich diversity reinforced the power of personalization and emotional engagement. This global perspective allows me to drive service excellence, foster high-performing teams, and balance innovation with deep-rooted hospitality traditions, ensuring The Westin Kolkata Rajarhat remains a market leader.
What strategies do you plan to implement to enhance customer satisfaction and elevate the guest experience at The Westin Kolkata Rajarhat?
Our focus is on redefining the guest experience through personalized service and innovative offerings. We aim to introduce immersive culinary experiences, including chef pop-ups and bar takeovers, blending global trends with local flavors to elevate our dining landscape. Wellness remains central, with enhanced WestinWORKOUT programs, revitalizing spa therapies, and holistic well-being initiatives. Equally, fostering an engaged and empowered team is key—I plan to enhance team member benefits, cultivate a culture of recognition, and align with Marriott’s impactful CSR initiatives. These strategic steps will set new benchmarks for excellence, ensuring The Westin Kolkata Rajarhat continues to inspire and delight.
As a prominent member of the Women’s Ambassador Network, how do you plan to integrate initiatives that empower women in the hospitality industry?
As a proud member of the Women’s Ambassador Network, I am committed to fostering a workplace where women feel empowered, heard, and inspired to lead. Through mentorship, leadership programs, and open conversations, we’re creating a culture of confidence and growth. This year, we celebrated International Women’s Day, honoring the strength and resilience of the women who shape our industry. We also launched Project Pranati, a heartfelt initiative by Marriott International, dedicated to uplifting young girls through education, career development, and community impact. The mission is clear—to uplift, empower, and create lasting change.
Given your extensive experience in hotel operations and sales, how do you aim to balance operational efficiency with innovative marketing strategies for the hotel?
Balancing operational efficiency with innovative marketing is about marrying the art of hospitality with the science of business. I believe in streamlining processes so our guests receive flawless service, while at the same time crafting bold, creative campaigns that capture the imagination. By harnessing data insights alongside compelling storytelling, we can highlight our unique culinary experiences, dynamic events, and thoughtful partnerships. It’s about ensuring that every operational detail works in harmony with our marketing vision, ultimately delivering unforgettable guest experiences and sustainable growth for the hotel.
How do you plan to improveRevPAR and occupancy rate – key performance metrics in the coming months?
Our focus is on driving growth through dynamic pricing, targeted marketing, and exceptional guest experiences. Leveraging advanced revenue management, we aim to optimise room rates for sustainable profitability. Our marketing strategy will spotlight curated stay packages, immersive dining, and exclusive events to attract a diverse clientele. Simultaneously, we are enhancing service excellence, staff training, and guest engagement to foster loyalty and repeat stays. Strengthening partnerships for corporate events, weddings, and MICE bookings will further boost occupancy. Through these initiatives, we are committed to elevating performance and solidifying The Westin Kolkata Rajarhat’sleadership in the market.
Kolkata has a relatively smaller number of star hotels compared to other metro cities. How do you see this affecting the city’s hospitality landscape, and what opportunities does it present for The Westin Kolkata Rajarhat?
Kolkata’s hospitality landscape is evolving, and The Westin Kolkata Rajarhat is proud to play a leading role in its growth. We see a great opportunity to combine world-class hospitality with the city’s rich cultural essence, offering experiences that are both globally refined and deeply rooted in local traditions. As demand for exceptional stays, immersive dining, and premium event venues continues to rise, we are committed to delivering thoughtful service, innovative offerings, and seamless luxury. Whether for grand celebrations, corporate gatherings, or rejuvenating getaways, we strive to be the city’s preferred choice, where heritage meets modern hospitality.
What unique challenges do you foresee in operating a luxury property in Kolkata, and how do you plan to address them?
Kolkata’s hospitality landscape is dynamic, with standalone restaurants thriving and guest expectations constantly evolving. To stay ahead, we’re focusing on bringing fresh, immersive dining experiences, hosting exclusive chef collaborations, and reimagining our banquet offerings to meet changing demands. What truly sets us apart is the personal touch—from a warm, intuitive welcome to thoughtfully crafted stays that reflect the spirit of the city. Our goal is to blend Bengal’s rich heritage with Westin’s signature hospitality, ensuring every guest experience feels effortless, engaging, and deeply memorable.
How do you view the growth potential of Kolkata’s hospitality market in terms of attracting international travelers and major events?
Kolkata’s hospitality market is on a strong growth trajectory, driven by its deep cultural roots and evolving global appeal. As the home of Durga Puja, now recognized by UNESCO, and a city steeped in literature, art, and heritage, it naturally attracts travelers seeking authentic cultural experiences. The rise of spiritual tourism, along with iconic festivals, museums, and historic landmarks, further cements its place as a must-visit destination. Simultaneously, the city’s expanding IT and business hubs bring in corporate travelers, while sports tourism is gaining momentum with major international events. With improved connectivity and a flourishing luxury hospitality scene, Kolkata offers a unique blend of tradition and modernity, making it an increasingly desirable destination for global travelers.
What steps do you think are necessary for Kolkata to emerge as a more prominent destination for luxury and business travelers in comparison to other metros?
Kolkata has all the makings of a premier destination for luxury and business travelers—it just needs stronger positioning on the global stage. Expanding international connectivity, streamlining travel policies, and enhancing infrastructure will make the city more accessible and attractive. For business travelers, modern convention spaces, well-equipped corporate hubs, and seamless hospitality services will create an environment conducive to global events and networking.
At the same time, Kolkata’s deep cultural roots, vibrant festivals, and artistic legacy must be amplified with strategic storytelling and global outreach. By fostering innovation, strengthening collaborations, and showcasing the city’s unique charm, Kolkata can carve its place as a dynamic destination for both business and leisure.
