Hospitality Tip of The Day — Leadership Series
There are leaders who manage hotels, and there are leaders who shape industries. Nikhil Sharma, Managing Director & COO, South Asia for Radisson Hotel Group, belongs firmly in the second category. Over a career spent steering one of the region’s largest hospitality footprints through rapid expansion and constant change, Sharma has built a reputation for leadership that is equal parts authentic, empowering, and unflinchingly decisive.
In this exclusive conversation with Divya, CEO of Hospitality Tip of The Day, Sharma opens up about the principles that have guided his journey, where he sees South Asian hospitality headed over the next five years, and the advice he has for the next generation stepping into the industry.
On the leadership principles that have shaped his career
Hospitality is, at its core, a people-first business — and three principles have anchored Sharma’s leadership throughout his journey: authenticity, empowerment, and adaptability.
“Authentic leadership helps build trust with teams and stakeholders, empowerment creates a culture where people feel ownership and accountability, and adaptability ensures that we remain resilient in an ever-evolving environment,” he explains. For Sharma, success in a dynamic industry like hospitality comes from staying closely connected to both people and guests, while remaining agile enough to embrace change as it comes.
On where South Asian hospitality is headed
Sharma is unambiguous about the scale of opportunity ahead. South Asia, he believes, is entering a transformative phase of growth — driven by rising disposable incomes, stronger infrastructure, expanding air connectivity, and a growing appetite for travel across both leisure and business segments.
Over the next five years, he expects meaningful expansion into Tier II and Tier III destinations, sustained growth in domestic tourism, and rising demand for experiential, wellness, and sustainable travel. “Travelers will seek more personalized and meaningful experiences,” he notes, “and hospitality brands that can cater to these evolving expectations will be best positioned for success.”
On what truly differentiates a hotel brand today
In a market saturated with choice, Sharma says differentiation comes down to one thing: the consistent ability to deliver trust, relevance, and memorable experiences.
“Guests have more choices than ever before, so differentiation comes from understanding their needs and delivering personalized experiences while maintaining high service standards,” he says. Strong brand values, a robust loyalty ecosystem, digital innovation, and a genuine commitment to sustainability all matter — but so does staying locally relevant while delivering globally consistent standards.
On balancing operational excellence with guest experience
Rather than treating operations and guest experience as competing priorities, Sharma sees them as deeply interconnected. “Strong operational foundations enable teams to focus on creating meaningful guest interactions,” he says. Radisson invests heavily in processes, training, and technology to drive efficiency — but never at the cost of the human element.
The balance, he believes, comes from empowering teams with the right tools and the autonomy to use them — enabling seamless service alongside genuine moments of human connection.
On technology’s role in the future of hospitality
Sharma sees technology as a powerful enabler — not a replacement for human service. From AI-powered personalization to data-driven decision-making, technology helps hotels better understand and serve their guests while streamlining operations and improving productivity.
“However, technology should complement, not replace, the human touch,” he cautions. “The future of hospitality lies in blending digital innovation with authentic service to create experiences that are both seamless and memorable.”
On inspiring teams across multiple markets
With operations spanning multiple properties and regions, Sharma’s approach to leadership rests on one foundation: trust. “I believe in creating an environment where individuals feel valued, heard, and encouraged to contribute ideas,” he says.
Clear communication, shared goals, and recognition of achievement are non-negotiable — but so is cultural sensitivity. Sharma emphasizes fostering a strong sense of shared purpose while giving teams the flexibility to respond to local market needs, backed by sustained investment in learning, development, and career progression.
On the trends reshaping hospitality
Several forces, Sharma says, are reshaping the industry at pace. Wellness tourism is gaining serious momentum as travelers prioritize physical and mental well-being. Sustainable travel is shifting from a niche preference to a mainstream expectation. Experiential travel — guests seeking authentic, local connections — is growing rapidly, alongside technology-driven personalization and the rise of “blended travel,” where business and leisure increasingly intersect.
On the achievement that has shaped him most
Asked to reflect on a defining moment in his career, Sharma doesn’t point to a deal, an opening, or a milestone — he points to people.
“While expanding portfolios, opening hotels, and delivering business results are important milestones, what has shaped me most is building teams and seeing people grow into leaders,” he reflects. “Some of my proudest moments have been watching individuals I have worked with take on larger responsibilities, lead businesses successfully, and surpass what they thought was possible.”
It’s a philosophy that runs through everything he says: “Leadership is not about personal success; it is about creating opportunities for others to succeed and building organizations that can thrive long after you move on.”
On his leadership style, in three words
Empowering. Decisive. Authentic.
“I believe in empowering people by giving them trust, responsibility, and the freedom to make decisions,” Sharma says. “Leadership also requires decisiveness, particularly when navigating uncertainty or complex business challenges. Above all, I value authenticity. People respond best to leaders who are genuine, transparent, and consistent in both their actions and communication.”
His advice to the next generation of hospitality leaders
Sharma’s closing message is simple, and it’s one he clearly lives by:
“Stay curious, stay adaptable, and never underestimate the power of relationships.”
Hospitality, he reminds us, is fundamentally a people business. Technical skills matter — but success is ultimately determined by the ability to connect with others, build trust, and create meaningful experiences. His advice to those starting out: embrace continuous learning, seek out diverse experiences, and stay open to change.
“Most importantly, focus on creating value for guests, colleagues, owners, and communities alike,” he says. “Titles and positions may change over time, but integrity, humility, and a genuine passion for service will always remain the foundation of great hospitality.”
This interview is part of the Hospitality Tip of The Day Leadership Series, featuring candid conversations with the industry’s most influential voices.
For partnerships and feature collaborations, contact admin@hospitalitytipoftheday.com
