Mr. Kumar Renoo is a distinguished figure in luxury hospitality, acknowledged as one of the TOP 100 Hotel General Managers of the World by Luxury Lifestyle Awards in 2023.

With an extensive career spanning various prestigious hotels, including Sheraton Langkawi Beach Resort, Four Points by Sheraton Langkawi, and Le Meridien Putrajaya, among others, he exemplifies great leadership. His journey reflects a profound passion for the industry, evolving from early roles in banquets to the Director of Operations at Sheraton Subang Hotel and Towers.

We spent some time with Mr Kumar Renoo to find out more about his experiences, his leadership style, and his inspiring career.

Luxury Lifestyle Awards: Congratulations on your impressive victory as one of LLA’s TOP 100 Hotel General Managers! You have been successful with Luxury Lifestyle Awards this year, what do the Top 100 victory and your LLA victories mean for you?

Mr. Kumar Renoo:

2023 was a great year indeed to receive the awards for  Le Meridien Putrajaya as Best Luxury Business Hotel in Putrajaya and later for Putrajaya Marriott Hotel as Best Luxury Conference and Event Hotel in Putrajaya. Indeed it is a well-deserved award for them as Le Meridien is the leading hotel in the Putrajaya vicinity with a thriving Average Daily Rate and overall hotel occupancy. The ADR is comparable even to hotels in the KL area. As well for Putrajaya Marriott Hotel, I am very happy that it has received recognition for its years of serving top VIPs in their banquet events be it high-profile government events, conferences, weddings, and more.

And then finally my greatest surprise for the Top 100 General Managers is indeed more meaningful to me when 2023 was the 2^nd year that I led the 4 hotels under IOI Properties Group as a cluster of Marriott Bonvoy Hotel. With two hotels performing well after the post-pandemic period and two new hotels converted to Marriott Bonvoy hotels and undergoing major renovations, I foresee even better results in the future.

LLA: Throughout your impressive career journey managing various hotels, what inspired you to pursue a career exclusively in the hospitality industry?

KR: Basically I love connecting with people. This has been true with myself ever since I joined the hospitality line. When the guest returns because of the services we have given, the memories we have evoked, and the experience we have given them, the feeling is amazing, and that has driven me throughout these years.

LLA: Having worked across different roles and hotel chains, could you share an experience or moment that significantly influenced your approach to leadership within the luxury hotel segment?

KR: I should say that was when I moved from Langkawi to the city of Four Points Puchong and then Le Meridien Putrajaya. Le Meridien Putrajaya is a 5-star property that exudes the European spirit of savoring the good life. While Sheraton Langkawi Beach was also a 5-star property in a beach resort setting and tourist hub. This itself was a game changer in the approach to leadership and services in a luxurious hotel segment. Although luxurious by the brand itself, we brought up Le Meridien Putrajaya through continuously evolving strategies and direction and yet a familiarity that brought back our guests again and again.

LLA: As a seasoned General Manager, how do you maintain a balance between upholding the core values of luxury while adapting to evolving guest preferences and industry trends?

KR: The core values of Marriott International require us to Put People First and Pursue Excellence. This itself tells us to uphold our values of luxury and at the same time to be innovative in creating the ever-changing trends of the guest preferences and industry.

LLA: Your tenure has seen significant transitions in the hospitality landscape. Could you pinpoint a strategy or approach you’ve implemented that led to notable improvements in guest satisfaction or operational efficiency?

KR: I drive my teams with this strategy. The 5Ps. Proper planning prevents poor performance. I constantly remind the department heads that proper planning is definite if we strive for guest satisfaction and operational efficiency. With proper planning, we already pre-perceive what the guests need, and what the operations need and can strive to even enhance that aspect that will delight and astound our clients. Another strategy is to always engage with the guest. Whether it is a complaint or compliment, engage and show your hospitality and attention. That is how to deliver the best service.

LLA: With a keen emphasis on personalized service, how do you ensure consistency in delivering luxury experiences across multiple properties under your management?

KR: It happens that 3 of our properties are premium 5-star hotels with a slightly different set of clientele and branding. Each hotel portrays uniquely different luxury experiences but personalization is the key that binds us together.

LLA: Considering your extensive experience, what key insights or lessons have you gathered regarding fostering a culture of exceptional service and professionalism among your hotel staff?

KR: We practice Putting People First all the time. And this includes our associates as well. When you take care of the associates, the associates will take care of our guests. This is our culture. This builds and maintains the culture of exceptional service and professionalism of our associates.

LLA: How do you envision the future of luxury hospitality, particularly in terms of guest expectations and service offerings?

KR:  I believe in back to basics whether it is for luxury hospitality or hospitality in general. We can change the experience that the guest receives, we can heighten the levels of service, and add on luxurious perks and gifts but if you think about it, the guest will require those basics first to be met. Cleanliness, service with a smile, and attentiveness. And this would not change for now or for the future.

LLA: Your management style emphasizes engaging with associates across all levels. Could you share an instance where this approach directly contributed to overcoming a challenge or achieving a remarkable milestone within your hotels?

KR:  The milestones change every year, I am particularly proud that in 2023 Le Meridien Putrajaya achieved the highest revenue ever since opening and to add on to that, this Top 100 that I have achieved this year. This would not have been possible if I had not had all my associates striving for success with me and I hope that my engagement with them will continuously fuel them to move forward for even greater heights.

LLA: In your view, what fundamental qualities or attributes should a successful hotelier possess, especially in today’s competitive hospitality market?

KR:  I think I would speak for all hoteliers to say that it is pure passion for this market. If you are a hotelier, you will always be a hotelier, passionate about serving the guests, building memories, and creating experiences.

LLA: In your role as a Cluster General Manager overseeing multiple properties, how do you ensure each hotel maintains its unique identity while aligning with overarching brand standards?

KR: Every property under Marriott Bonvoy has its own brand standards and clientele. So it already has its unique identity. It is how we elevate and execute the experiences as per the brand that sets our group of hotels apart from the rest.

LLA: Reflecting on your extensive experience, if you were to offer advice to aspiring hotel general managers aiming for excellence in the luxury segment, what advice would you give them to assist with their professional development?

KR: First is your passion. And never stop learning. I have over the years continued learning and improving my skills.

Thank you for your time, Mr.Renoo, we look forward to seeing what the future holds for you!

 About Marriott Bonvoy®

Marriott Bonvoy, Marriott International’s award-winning travel program and marketplace, gives members access to transformative, eye-opening experiences around the corner and across the globe. Marriott Bonvoy’s portfolio of 31 extraordinary brands offers renowned hospitality in the most memorable destinations in the world. Members can earn points for stays at hotels and resorts, including all-inclusive resorts and premium home rentals, as well as through everyday purchases with co-branded credit cards. Members can redeem their points for experiences including future stays, Marriott Bonvoy Moments™, or through partners for luxurious products from Marriott Bonvoy Boutiques®. With the Marriott Bonvoy app, members enjoy a level of personalization and contactless experience that allows them to travel with peace of mind. To enroll for free or for more information about Marriott Bonvoy, visit marriottbonvoy.com. To download the Marriott app, go here. Travelers can also connect with Marriott Bonvoy on Facebook, Twitter, Instagram and TikTok.