FROM THE OBEROI GRAND, KOLKATA

THE REAL OWNER OF THE OBEROI GRAND KOLKATA

"You have been with the hotel industry for the last 17 years. Who has impressed you the most in all these years -  in terms of professionalism and guest centricity?"

The question was volleyed by a General Manager of a five star hotel. I will consider him as one of the top five most successful, people passionate General Manager's in India. This interaction happened in March this year.

My answer: Amitava Sarkar from The Oberoi Grand Kolkata.

Now, first let me explain my own experience. I do have a temple in my home. Many a times I have carried things for my home shrine from Kolkata  - The conches, five petals Aarati, flat bell, to flowers ... many a things...from food items.... to clothing ....to Bengal cotton sarees.....I have carried back for my  home shrine in Hyderabad ....all with Sarkar's help and guidance !

This is my tenth year of association with The Oberoi Grand - which I consider to be my second home  now . Since 2006, including my present stay (25 to 29 June 2015) I have stayed for 83 nights in this iconic hotel. Every trip..... trip after trip ....Sarkar has been there to help me.

There are two things I really like in him. 

One: he always goes the extra mile in his journey to serve the guests. 
Two: his focussed performance. His care and concern for the guests is extra ordinary. Exceptionally professional. Warm and welcoming- all the time. Full hearted execution. No hesitation in offering service. He does it spontaneously. Effortlessly. He literally practises "Oberoi Dharma “at work.

Just sample two other incidents where Sarkar played a pivotal role in helping the guests.

Last year, one lady guest checked out from The Oberoi Grand Kolkata; she flew to Delhi; after reaching The Oberoi New Delhi she observed that her passport is not with her and she recalled that she had forgotten to carry it from The Oberoi Grand Kolkata. It was kept in the locker of the room. she had been staying in . She called  The Oberoi Grand Front Office and pleaded for help. When the news reached Sarkar it was 1.30pm. The challenge was this: the lady guest was  flying out to USA the same day by midnight. Sarkar got on the job. For him obstacle is the way. He is brilliant, adaptable, resilient. He transforms every crisis into an education . He sent the passport thru a guest flying to Delhi, liaised with the Airport Representative of Oberoi Delhi. To cut the long story short, the lady guest flew out  to USA as planned - the  Passport reached her just on time.

Now, the second one: Feb 02, 2015. Linda J Kroning was staying in this hotel. She got the shocking news on her mother's death. As usual, Sarkar got on the job. He made all the airline arrangements and ensured that Linda flew to USA the same evening.

Such stories are many. I wish I could write a book on Sarkarji.

Now, on 24th June evening I checked out from Novotel Kolkata and was proceeding to The Oberoi Grand  Kolkata. It was raining. The sky was cloudy. Irritating traffic jams. But, I was so happy that I was proceeding to my beloved hotel. When I just checked in to my room (# 306 ) at The Oberoi Grand, the phone was ringing. I picked up the phone. It was Amitava Sarkar.

“Sir, I have a good news to share with you. Our hotel got the “Best Concierge in the World” Award.

Oho, who heads the concierge at The Oberoi Grand? It is again Amitava Sarkar. He has been wedded to this hotel for the last 33 years !

Tailpiece: THE AGE TRAVELLER magazine published from Australia commissioned six writers to choose the ultimate hotel to stay in the world. The six writers travelled to different countries and gave the rankings on different parameters like arrival experience, the limousine experience, pool, spa, bar, room …etc. in the concierge category, The Oberoi Grand Kolkata lapped up the first place.  The best in the world in Concierge Services.

Sarkar behaves, acts, and conducts like the owner of this hotel. God has gifted him with the faith in his ability to make something where there was nothing before. For him obstacles illuminate into new options. Never he says "No" to his guests. He is always out of his comfort zone while serving the guests. His careful, cautious self-confidence is to be experienced to be believed.

Text and Pictures: R Kesava Mallia in Kolkata