With over three decades of expertise in the hospitality industry, Amit Kumar stands as a visionary leader in the world of marketing and guest satisfaction. As the Chief Marketing Officer at TGI Hotels & Resorts, he has transformed the company into a powerhouse of innovation, brand excellence, and customer loyalty. His strategic insights and deep understanding of market dynamics have propelled TGI Hotels to new heights, where each guest experience is crafted with precision, authenticity, and warmth.
Under his leadership, TGI Hotels & Resorts has not only embraced cutting-edge technologies and digital solutions but also remained rooted in the core values of personalized service and sustainable growth. From launching impactful marketing campaigns to implementing eco-friendly practices, Kumar’s work has reshaped the way the industry approaches guest relations and brand development.
In this exclusive interview, we explore Amit Kumar’s journey from strategic marketing innovator to a key figure in hospitality industry, his vision for the future of the industry, and the steps TGI Hotels & Resorts is taking to continue its legacy of excellence. His story is a testament to how passion, innovation, and a relentless focus on guest satisfaction can revolutionize an entire sector.
1. The hospitality industry is experiencing a shift in traveller preferences. How is TGI Hotels & Resorts adapting to the growing demand for unique, experience-driven stays?
Modern travelers seek more than just a stay — they crave unforgettable experiences. At TGI Hotels & Resorts, we bring this vision to life by blending warm hospitality, immersive local culture, and curated activities. Whether guests are looking to unwind by the beach, explore rich traditions, or dive into adventure, we ensure every stay is memorable. It’s not just about comfort — it’s about creating lasting memories that guests will cherish.
2. How has the rise of remote work and “workcations” influenced your marketing approach? Are you seeing a long-term shift in guest behaviour?
The rise of “workcations” is changing the way people travel, as more guests combine remote work with leisure getaways. Today’s travelers look for comfortable stays, high-speed Wi-Fi, quiet workspaces, and peaceful environments to recharge. At TGI Hotels, we’ve embraced this shift by offering extended stays, business-friendly amenities, and customized packages that strike the perfect balance between productivity and relaxation. Workcations aren’t just a trend—they’re the future of travel.
3. With the increasing adoption of AI chatbots and automation in customer service, how do you maintain a balance between technology and human touch in hospitality?
At TGI Hotels, we leverage AI and automation to boost speed and efficiency, but true hospitality remains deeply human. While technology enables faster responses and smoother operations, it’s our dedicated team that delivers the personal care guests remember. We believe in blending innovation with genuine warmth—because creating exceptional experiences means combining smart solutions with heartfelt service.
4. What role does predictive analytics play in shaping marketing campaigns and revenue management in your organization?
At TGI Hotels, we use predictive analytics to understand guest preferences, booking behaviors, and emerging market trends. This data-driven approach allows us to personalize offers, optimize pricing in real-time, and enhance the overall guest experience. The result? Higher occupancy, increased revenue, and happier guests—all powered by smart, strategic insights.
5. Sustainability has become a priority for many travellers. What initiatives has TGI Hotels & Resorts taken to promote eco-friendly practices and responsible tourism?
At TGI Hotels, we’re committed to responsible tourism and protecting the planet. We’ve introduced eco-friendly practices such as reducing plastic use, conserving water and energy, and sourcing sustainable, local products. Many of our properties feature lush greenery, rainwater harvesting, and efficient waste management systems. We also invite guests to support our green efforts through initiatives like towel reuse programs and nature-conscious experiences. Our mission is clear: deliver exceptional hospitality while caring for the environment.
6. How do you balance sustainability efforts with profitability, ensuring that green initiatives make business sense while benefiting the environment?
At TGI Hotels, we view sustainability and profitability as allies, not opposites. Smart practices—like using energy-efficient lighting, minimizing food waste, and sourcing local products—reduce operational costs and support the environment. These green initiatives also appeal to eco-conscious travelers, driving both bookings and brand loyalty. It’s a win-win strategy that proves responsible choices can power business growth.
7. With changing workforce expectations, how is TGI Hotels & Resorts innovating its talent acquisition and employee engagement strategies?
At TGI Hotels, we recognize that today’s workforce values flexibility, growth, and a supportive work culture. That’s why we focus on attracting the right talent through digital hiring platforms, competitive benefits, and a workplace where every team member feels appreciated. From skill-building training to clear career advancement paths, we invest in our people. Because when our team thrives, so do our guests—and that’s the heart of our hospitality.
8. What measures have you taken to upskill employees and prepare them for the future of hospitality, where technology and guest expectations are constantly evolving?
At TGI Hotels, continuous training keeps our team ahead in the ever-evolving hospitality industry. From hands-on workshops in emerging technologies to soft skills development, we ensure our staff grows alongside industry trends. By integrating digital tools and AI-powered solutions, we simplify their work and enhance guest interactions. This blend of innovation and personal service empowers our team to deliver exceptional, memorable experiences—every time.
9. Many brands are investing in experiential hospitality to create deeper emotional connections with guests. What unique experiences is TGI offering to drive brand loyalty?
At TGI Hotels, we offer more than just a place to stay—we create unforgettable experiences that resonate long after check-out. From curated local adventures and immersive cultural events to warm, personalized service, every moment is crafted with care. We blend modern comfort with authentic hospitality, powered by smart technology, eco-conscious practices, and a passionate team. Whether guests are here for leisure, business, or a workcation, we ensure every stay is seamless, memorable, and truly special. Our mission is simple: to make every guest feel valued and deliver memories they’ll want to return for.
10. How do you measure the success of experiential hospitality initiatives? Is there a shift from traditional loyalty programs to experience-based loyalty?
At TGI Hotels, we measure success through guest satisfaction, repeat visits, and the buzz that spreads through word-of-mouth. When guests leave with lasting memories and share their experiences, we know we’ve achieved our goal. Today’s travelers are looking for more than just a stay—they seek unique, meaningful experiences. Rather than simply rewarding stays, we focus on creating unforgettable moments that guests want to return for.
Whether it’s an authentic local touch, personalized service, or an eco-friendly experience, we strive to deliver a perfect balance of innovation and warmth. With AI-driven solutions and sustainable practices, we ensure every guest interaction is seamless, thoughtful, and memorable. This blend of smart technology and genuine care keeps our guests coming back, time and again.
11. Hospitality is a people-driven industry. How do you ensure that employees remain motivated and committed to delivering exceptional service?
At TGI Hotels, we know that happy employees are the foundation of exceptional guest experiences. We value our team by recognizing their hard work, offering career growth opportunities, and fostering a supportive, inclusive work environment. Through continuous training, the use of innovative digital tools, and open communication, we empower our staff to stay ahead in the hospitality industry. This approach not only motivates them but ensures they deliver personalized, memorable service every day. By blending innovation with a human touch, we create a culture where both our team and guests thrive—because when our employees feel valued, it reflects in every guest experience.
