What a pleasure it was to catch up with the dynamic Saumitra Chaturvedi, GM, Novotel New Delhi City Centre, after over a decade. The property is awesome, and the F&B was great. In a conversation with Chandragupta Amritkar, he highlighted some of the unique aspects and trends.

Q. What are the unique features of your property? Any particular design elements that you would like to highlight?

Novotel New Delhi City Centre has been envisioned as a contemporary urban address that reflects the energy and dynamism of the capital. Located in the heart of New Delhi, the hotel brings together business, leisure, dining, and wellness in a setting that is both vibrant and welcoming.

One of the property’s most distinctive features is its rooftop infinity pool, offering a refreshing escape above the city along with sweeping views of the skyline. Complementing this elevated experience is The Flying Trunk, where crafted cocktails, flavours from across the prominent Asian streets, along with panoramic views, come together to create a distinctive rooftop ambience.

The hotel also places a strong emphasis on wellness, with a well-equipped fitness centre designed to help guests maintain their routines while travelling. Along with 124 contemporary rooms and versatile meeting and event spaces, the property has been designed to cater to the evolving needs of both business and leisure travellers.

At its core, Novotel New Delhi City Centre is more than just a place to stay. It is a dynamic city destination where guests can work, connect, dine, recharge, and experience New Delhi from a completely different perspective.

Q. How do you utilize technology and innovation to engage your guests?

Here at Novotel New Delhi City Centre, technology plays an important role in making the guest experience more seamless, responsive, and personalised. As part of the Accor ecosystem, we leverage a range of digital platforms and systems that support different aspects of the hotel experience while allowing our teams to focus on what matters most—the human connection.

OPERA supports our front office and guest management processes, helping our teams manage the guest journey efficiently. In our food and beverage operations, FETCH and Symphony streamline the food ordering process, enabling a smoother and more efficient dining experience for our guests.

Innovation also plays an important role in our sustainability efforts. Through EazyBill, we are reducing paper consumption by digitizing billing processes, taking another small but meaningful step towards more responsible operations.

For us, technology is not simply about automation. It is about creating a connected ecosystem where information flows seamlessly across departments, enabling our Heartists to anticipate needs, respond faster, and create experiences that are more personalized and effortless for every guest.

Q. What about sustainable practices in your hotel?

At Novotel New Delhi City Centre, sustainability is not an initiative that runs parallel to our operations; it is increasingly becoming integral to the way we think, operate, and grow. Guided by Accor’s vision of Responsible Hospitality, we believe that every operational decision, however small, has the potential to create a larger and more meaningful impact.

A significant milestone in this journey was achieving the Green Key certification within our first year of operations. This reflects our continued focus on responsible infrastructure, resource efficiency, and environmentally conscious operations. We are also working towards measurable objectives, including a 3% reduction in energy intensity against our 2023 baseline and a 3% reduction in water intensity against 2025 levels. These targets help us ensure that sustainability is not just an aspiration, but something that is actively monitored and embedded into our daily operations.

Our commitment also extends to the way we manage food and operational practices. Through robust FSSAI and HACCP standards, we focus on responsible food handling, hygiene, quality control and processes that help minimise wastage. Alongside this, initiatives such as EazyBill support our efforts to reduce paper consumption by encouraging more digital and efficient processes.

For us, sustainability is ultimately about creating a culture of conscious responsibility. From the way we consume resources and manage waste to how we procure, prepare, and serve food, every department has a role to play. By embedding these practices into our everyday operations and empowering our Heartists to take ownership, we aim to create an impact that goes beyond compliance and contributes to a more responsible future.

Q. Culinary experiences are gaining importance.  How do you plan to elevate your F&B offerings?

A great culinary experience has the power to transport you, even before the first bite. Today, dining is as much about the atmosphere, the story and the sense of occasion as it is about what is served on the table. At Novotel New Delhi City Centre, this is the philosophy guiding the evolution of our F&B offerings.

The Flying Trunk, our rooftop bar and restaurant, is central to this vision. With its elevated setting, flavours inspired by prominent Asian streets, crafted cocktails and panoramic views of the city, it offers an experience that goes beyond conventional dining. Going forward, we aim to further strengthen its identity as a vibrant social destination through curated culinary experiences, innovative beverage offerings, themed evenings and experiences where food, music, ambience and the city skyline come together seamlessly.

At Food Exchange, the focus will be on keeping the experience fresh and dynamic. Its interactive live kitchens and combination of global favourites and regional specialties provide an exciting platform for curated menus, seasonal showcases, chef-led experiences and culinary collaborations that bring new flavours and stories to the table.

Ultimately, our objective is to ensure that each outlet has a distinct personality and a compelling reason for guests to return. By combining culinary innovation with immersive experiences and evolving guest preferences, we aim to create F&B destinations that appeal not only to our hotel guests but also to the city’s vibrant dining audience.

Q. What about MICE and banqueting?

MICE and banqueting are an important part of the Novotel New Delhi City Centre experience, and we see tremendous potential in positioning the hotel as a preferred destination for corporate meetings, conferences, social celebrations, and weddings.

With over 10,000 sq. ft. of versatile indoor and outdoor event spaces, the hotel offers the flexibility to host a diverse range of occasions, from high-powered corporate meetings and conferences to weddings and social celebrations. At the heart of our offering is Astraeon Ballroom, our expansive space, complemented by a selection of flexible meeting spaces including Carmine, Cobalt and Aubern. Together, these venues allow us to create bespoke setups and experiences based on the unique requirements of every event.

What makes our MICE and banqueting offering particularly compelling is that it goes beyond the physical space. Our venues are supported by modern audio-visual technology, customised setups, innovative culinary experiences and a dedicated team that works closely with clients to bring every occasion to life.

Going forward, our focus is on further strengthening Novotel New Delhi City Centre as a dynamic destination for meetings and celebrations, one where scale, flexibility and thoughtful service come together to create experiences that are seamless, personalised and memorable.

Q. What do you find inspiring about working in hospitality and being a General Manager?

“Hotels are happy places”, and that is what continues to inspire me about hospitality, even after more than two decades in the industry. At the heart of it all is the opportunity to create memorable guest experiences. Every guest arrives with a different purpose; some are travelling for business, some for leisure, while others are celebrating a special occasion. Being able to understand these moments, anticipate their needs and create an experience that feels seamless, personal and memorable is what makes this industry truly special.

As a General Manager, I find it particularly rewarding to see how every element of the hotel comes together to shape that experience. From the warmth of a welcome and the smallest details of service to the comfort of a stay and the way we respond when something does not go as planned, every interaction matters. For me, guest experience is paramount, and it is at the centre of every decision we make.

At the same time, a great guest experience can only be delivered by an engaged and empowered team. One of the most fulfilling aspects of my role is therefore to mentor people, help them grow and create an environment where they feel valued and inspired to give their best. When you genuinely take care of your people, they naturally take care of your guests.

Ultimately, what inspires me most is this powerful connection between people and purpose, the opportunity to build strong teams, create memorable experiences, and leave every guest with a reason to return.

Q. Looking ahead, what strategic priorities and initiatives are in the pipeline?

Looking ahead, our strategic priority is to further strengthen Novotel New Delhi City Centre as a preferred urban destination for both business and leisure travellers. Our focus will remain firmly on elevating the guest experience at every touchpoint, while continuing to build stronger engagement, loyalty and a clear sense of differentiation in a highly competitive market.

We also see significant opportunities to further develop our food and beverage and MICE offerings. From strengthening the identity of The Flying Trunk and introducing more curated culinary experiences to expanding our presence in the meetings, conferences, weddings and social events space, the focus will be on creating experiences that are distinctive, relevant and memorable.

Sustainability and responsible growth will continue to be important priorities. Following our Green Key certification, we are progressing with our application for Green Building Certification while continuing to focus on energy and water efficiency across our operations. Accessibility is another important area of focus, and completing our accessibility self-assessment will help us further strengthen our commitment towards creating a more inclusive and welcoming environment for all our guests.

Equally important is our investment in our people. As we look ahead, developing future leaders, nurturing talent and empowering our Heartists to take greater ownership will remain central to our approach. Ultimately, our ambition is to grow not just as a successful hotel, but as a hotel that consistently delivers meaningful experiences for our guests, our people, and the community we are a part of.

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