At the helm of Novotel Mumbai International Airport, Rachita Sood brings a dynamic vision that blends operational excellence with a deep sensitivity to evolving guest expectations. From steering her team through peak seasons with clarity and calm, to shaping the hotel’s positioning for diverse audiences—business travellers, expatriates, local residents, and younger Mumbai patrons—her leadership is rooted in adaptability and authenticity. In this conversation with Outlook Traveller, she shares insights on the future of immersive hospitality, the role of technology in personalising stays, and how Novotel is engaging with new generations of travellers while staying true to its cultural and community-centric ethos.
How do you approach leadership during periods of high seasonality or rapid growth? What mechanisms do you put in place to maintain team morale and ensure service quality remains consistent?
For me, leadership during high season or times of rapid growth is about staying calm, being prepared, and making sure the team feels supported. The pace can be intense, but if the team sees clarity in direction, they feel confident. We do regular huddles, communicate openly, and make sure everyone knows the priorities for the day. Cross-training is something I strongly believe in because it allows people to step in wherever help is needed. Just as important is recognition - I like to celebrate small wins so people feel valued even in the busiest moments. When morale is high, service quality doesn’t drop; in fact, it often gets better.
What ideas do you have for deepening engagement with younger local audiences, especially through social media campaigns, influencer partnerships, or targeted brand activations?
Younger audiences are looking for experiences, not just promotions. They want authenticity and relatability. Instead of traditional advertising, we focus on telling stories that reflect their lifestyle. Collaborating with local influencers and creators helps us connect through voices they already trust. Social media content that feels rooted in culture, music, and food works really well, and so do fun pop-ups or brand activations that they can actually participate in. The goal is to make Novotel Mumbai International Airport a part of their daily conversation, not just a place they see in ads.
As personalised and immersive travel continues to evolve, what is your vision for Novotel Mumbai International Airport’s future in this space, and how do you plan to further enhance its offerings?
My vision for Novotel Mumbai International Airport is to be known for experiences that are both personalised and immersive. Guests today are looking for more than a stay - they want memories and stories. That could be a culinary journey tailored to their preferences, a wellness experience that feels unique to them, or thoughtful touches that show we anticipated their needs. At the same time, we want to bring Mumbai’s vibrant energy into our offerings. By combining global standards of luxury with authentic local culture, we can create stays that feel deeply personal and unforgettable.
How would you leverage the hotel’s technological edge, such as digital menus, mobile check-ins, and OTT entertainment in rooms, to enhance guest engagement and satisfaction?
I see technology as a way to simplify and elevate the guest experience, not as a replacement for human warmth. Digital menus let us personalise recommendations and make dining more interactive. Mobile check-ins are a huge win because they save time, which is often what travellers value most after a long journey. In-room OTT is another opportunity - beyond entertainment, it can carry curated content that helps guests explore Mumbai and feel more connected to the city. The key is to use technology in a way that adds convenience while keeping hospitality personal.
With a diverse guest mix that includes expatriates, business travellers, local residents, and younger Mumbai audiences, what’s your approach to shaping Novotel Mumbai International Airport’s brand positioning in such a dynamic market?
The diversity of our guest profile is one of our biggest strengths. Expatriates and international travellers look for comfort and efficiency. Business travellers need seamless services that support productivity. Local residents seek cultural relevance and a sense of belonging. Younger audiences are drawn to experiences that are vibrant and engaging. My approach is to ensure Novotel Mumbai International Airport speaks to all of them in ways that feel genuine. I want us to be known not just as a hotel but as a hub of connection—global in our standards, rooted in Mumbai’s culture, and adaptable to the needs of different communities who come through our doors.