With a remarkable career spanning over 25 years, Arijitt Ghosh, General Manager of PARKROYAL Suites Bangkok, exemplifies what it means to live and lead in the hospitality industry. From his humble beginnings as a junior chef to his evolution into a General Manager overseeing both single-unit and cluster properties, Arijitt’s journey is a testament to passion, perseverance, and a relentless pursuit of excellence. 

Arijitt’s initial career aspirations pointed him towards the Defence Services and Merchant Navy. However, a serendipitous encounter with a celebrity chef on a television cookery show in India sparked an unexpected love for culinary creativity and the world of hospitality. Drawn to the industry’s blend of discipline, creativity, cultural exchange, and travel, he made the bold decision to pivot his ambitions and embark on a career in hoteliering—a choice he now describes as his true calling. 

Starting in the kitchen, Arijitt quickly rose through the ranks, becoming an Executive Chef at an internationally branded hotel. But his journey didn’t stop there. Mentored by visionary leaders who recognized his potential, Arijitt expanded his expertise beyond the kitchen to embrace Sales, Marketing, Revenue, and Hotel Operations. This holistic understanding of the business laid the foundation for his ascent to leadership roles, including Cluster Head of Sales & Marketing in Thailand and, ultimately, General Manager. 

His diverse experience spans with some well-known hospitality brands as IHG, Hyatt, Radisson, Taj, Ascott-Oakwood, Royal Caribbean, exploring through city hotels, resorts, cruise liners, catering establishments, and destination management companies, giving him a unique perspective on every facet of the industry. Throughout his career, he has championed the ethos that hospitality is not just a job but a calling—one that requires a deep, genuine passion for serving others and creating memorable experiences. 

Now at the helm of PARKROYAL Suites Bangkok, Arijitt leads with a philosophy rooted in continuous learning, cultural empathy, and operational excellence. His story is an inspiring example of how following one’s passion can lead to a career filled with growth, adventure, and the opportunity to make a meaningful impact in the lives of both guests and team members. 

Journey to General Manager at PARKROYAL Suites Bangkok 

Arijitt shares that his interest in the role of General Manager at PARKROYAL Suites Bangkok stemmed from the opportunity to join Pan Pacific Hotels Group, a renowned global hospitality brand with a presence in Asia, Australia, Europe, North America, and Africa. He learned through industry updates about the group’s extensive growth plans in Thailand, including upcoming properties in Bangkok and other provinces, which piqued his interest. Arijitt recognized this as a chance to be part of a hotel group making a significant impact on Thailand’s hospitality industry. 

The role at PARKROYAL Suites, located in Bangkok, aligned perfectly with his professional goals, offering the potential for career progression and exposure to challenging opportunities within the group. Arijitt also highlighted the impressive experience of meeting the corporate team during the interview process. He was particularly drawn to their commitment to people and culture, transparency, integrity, equal opportunities, and fair decision-making. Additionally, he appreciated the group’s dedication to practicing sustainable tourism across all its properties, further cementing his decision to join the organization. 

Combining Commercial and Operational Expertise for Hotel Success 

Arijitt believes that the role of a General Manager in the hospitality industry is evolving, and in the near future, it will be essential for leaders in this position to possess a strong understanding of commercial functions such as sales, marketing, and revenue management, alongside expertise in operations and general management. In today’s fiercely competitive environment, knowledge of revenue strategies, e-commerce, and digital marketing is critical to successfully operating a hotel, especially as the industry increasingly integrates AI and other advanced technologies. Arijitt credits his background in commercial operations with giving him an advantage in securing his current position, as it equipped him with the necessary insights to align commercial and operational strategies effectively. 

He highlights the importance of efficient day-to-day operations, which stem from proper planning and a highly motivated team. For Arijitt, learning and development are vital to maintaining team motivation and ensuring operational strategies are executed effectively. He also values guest engagement as a cornerstone of successful hospitality management. By interacting with guests, he creates a bond that encourages them to share feedback and suggestions, which not only improves service quality and product maintenance but also enhances guest confidence and loyalty—ultimately driving revenue growth. 

While acknowledging the growing role of AI in hotel operations, Arijitt underscores the irreplaceable value of the human touch. He ensures personal interaction with guests during breakfast, check-in, and check-out times, when he can engage with the largest number of visitors. This hands-on approach fosters meaningful connections and reinforces the essence of hospitality in a technology-driven era. 

The Importance of “The People” in Defining Hotel Success 

Arijitt firmly believes that while hotel facilities may be similar across the industry, the defining factor that sets one property apart from another is “The People” and the quality of service they provide. Personalization of services, tailored to individual guest needs, creates a niche advantage over competitors. He highlights that exceptional service has the power to compensate for occasional product lapses or unexpected mishaps. Honest and sincere engagement with guests leaves a lasting impression, as guests can genuinely feel the care and attention they receive. 

Arijitt stresses that simply offering expensive giveaways or complimentary gifts is not enough to resolve guest dissatisfaction. Instead, displaying empathy and understanding the guest’s perspective is key to addressing their concerns effectively. This approach not only resolves issues but also fosters trust and loyalty. He regards his team as his most valuable asset and emphasizes the importance of maintaining a motivated and positive work environment. Creating a workplace where the team looks forward to coming every day is essential for sustaining morale and productivity. Arijitt also underscores the critical role of continuous learning and development in empowering his team, ensuring they remain skilled, confident, and engaged in delivering outstanding service. By investing in his team’s growth, he fosters a culture of excellence that ultimately enhances guest experiences and drives success. 

Using Market Insights and Benchmarking for Effective Revenue Strategies 

Arijitt recognizes the rapid advancements in revenue management and emphasizes the importance of continuous learning to stay ahead of emerging trends. To enhance his expertise in revenue strategies, he actively pursues various revenue management courses and certifications. Currently certified in “Advanced Revenue Management,” he plans to further his education by enrolling in a revenue management and hospitality administration program through Cornell University or the American Hotel & Lodging Educational Institute (AHLEI). These programs aim to deepen his understanding of revenue strategies and equip him to navigate evolving market conditions and competition effectively. 

As a hands-on leader, Arijitt collaborates closely with his commercial team, particularly his Revenue Manager. He ensures a proactive approach by conducting weekly sales and revenue strategy meetings. Utilizing benchmarking reports from professional travel research companies and gathering competitor performance data through local networks, he gains valuable insights into market conditions and competitor behavior. This comprehensive analysis enables him to craft precise and effective revenue strategies for his hotel. 

To maintain alignment and tap into broader expertise, Arijitt also participates in periodic market and revenue strategy meetings with corporate office experts. These collaborative discussions help ensure his team remains focused, avoids missed opportunities, and continues to adapt to the dynamic hospitality landscape. Through his dedication to continuous learning and strategic planning, Arijitt strives to maximize revenue potential and maintain a competitive edge. 

Prioritizing Employees to Achieve Exceptional Guest Satisfaction 

According to Arijitt, the team is the key to achieving guest satisfaction, emphasizing that a positive and motivated workforce is essential to delivering exceptional service. He echoes Richard Branson’s philosophy: “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” For Arijitt, the continuous and sincere efforts of employees are what bring a company’s vision to life, making it imperative to prioritize their well-being and motivation. 

Arijitt highlights that while remuneration is important, factors such as a positive work environment, trust, care, empowerment, respect, and fostering a sense of belonging are equally critical in keeping employees engaged and motivated. He places great importance on training and coaching as tools to build a healthy work culture. To this end, he encourages Department Heads to actively engage in coaching sessions with their teams. Additionally, Arijitt personally conducts at least two learning sessions each month with his management and supervisory staff. 

These coaching sessions are designed to address real-world challenges through role-playing scenarios, focusing on identifying shortcomings, devising solutions, and fostering continuous improvement. By creating a supportive and growth-oriented environment, he ensures that his team remains motivated and equipped to exceed guest expectations, ultimately driving both employee satisfaction and guest loyalty. 

Thriving in a Fast-Paced Hospitality Environment 

Arijitt thrives in the fast-paced, customer-facing environment of the hospitality industry by effectively managing multiple priorities and staying ahead of the curve. He emphasizes the importance of staying updated with industry trends and understanding guest behavior while practicing the “ABC” approach—going Above & Beyond Compliance. Building meaningful guest connections and engagements is non-negotiable in his approach, as these interactions form the foundation of exceptional service. He actively participates in industry networks and values learning from colleagues to gain fresh perspectives and innovative ideas. Arijitt is also an advocate for integrating advanced technologies, particularly Artificial Intelligence, into hospitality operations. He highlights how AI-driven tools can enhance revenue strategies by enabling smarter decision-making and improving operational efficiencies. 

By leveraging AI in areas like bookings, transfers, guest preferences, and quick responses to guest requirements, Arijitt ensures that the guest experience becomes seamless, efficient, and personalized. This strategic adoption of technology, combined with his people-centric approach, allows him to maintain a dynamic balance between operational excellence and guest satisfaction in the ever-evolving hospitality industry. 

Commitment to Elevating Guest Satisfaction 

Arijitt remains committed to achieving continuous goals, focusing on elevating guest satisfaction to unparalleled levels. His vision includes improving online platform scores, fostering guest loyalty, and positioning his hotel as one of the most preferred destinations for visitors. Through his dedication and strategic leadership, he ensures that every guest experience reflects excellence and personalized care. 

In 2024, Arijitt’s exceptional contributions to the hospitality industry earned him significant recognition. He was honored among “Thailand’s Best General Managers – Hospitality” by CMO Asia and later included in “Asia’s Best General Managers – Hospitality” in Singapore by the same organization. His achievements culminated in being named one of the “Top 100 Hotel General Managers of the World 2024” by Luxury Lifestyle Awards, USA. 

These accolades underscore Arijitt’s unwavering commitment to delivering world-class hospitality while setting new benchmarks in guest satisfaction and operational excellence. 

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