Luxury is About Making People Feel Valued: A Conversation with Sushma Khichar

Luxury is About Making People Feel Valued: A Conversation with Sushma Khichar

Hospitality Tip of The Day — Leadership Feature: Industry Spotlight

Spokesperson: Sushma Khichar, General Manager, Sheraton Grand Bangalore Hotel at Brigade Gateway

In conversation with Divya, CEO, Hospitality Tip of The Day

1. Every luxury brand has a unique DNA. What is the one thing that defines your brand and sets it apart from the competition?

Sushma Khichar: If I had to define our brand in one word, it would be connection.

At Sheraton Grand Bangalore Hotel at Brigade Gateway, we have always believed that great hospitality is about bringing people together, whether it is families celebrating milestones, colleagues closing an important deal, or friends reconnecting over a memorable meal. While luxury hotels are known for beautiful spaces and exceptional amenities, what truly sets us apart is the warmth and authenticity of the relationships we build with our guests.

Our team takes immense pride in creating an environment where guests feel welcomed, recognized, and genuinely cared for. That sense of belonging is what keeps guests returning to us year after year.

2. How do you ensure that every guest interaction reflects your brand’s promise of luxury and excellence?

Sushma Khichar: I firmly believe that luxury is delivered through people, not processes.

While standards and systems are important, what truly makes the difference is the passion, empathy, and care our associates bring to every interaction. We encourage our teams to treat every guest as they would a guest in their own home, with warmth, attentiveness, and sincerity.

We invest significantly in empowering our associates to personalize experiences, anticipate needs, and create meaningful moments. Whether it is fulfilling a simple request or curating a once-in-a-lifetime celebration, our goal remains the same: to exceed expectations and create lasting memories.

3. What does luxury mean to you, and how is that philosophy reflected throughout your property?

Sushma Khichar: To me, luxury is not about extravagance; it is about making people feel valued.

It is the comfort of knowing your preferences are remembered, the confidence that every detail has been thoughtfully considered, and the feeling of being genuinely welcomed. Luxury today is deeply personal.

This philosophy is reflected across every aspect of our hotel. From our thoughtfully designed guestrooms and award-winning dining experiences to the personalized service delivered by our associates, we focus on creating an atmosphere where guests feel relaxed, appreciated and cared for. When a guest leaves with a smile and a desire to return, we know we have succeeded.

4. How does your hotel incorporate local culture, heritage, or destination experiences into the guest journey?

Sushma Khichar: Bengaluru is a city that beautifully balances tradition with innovation, and we strive to reflect that spirit throughout the guest experience.

From incorporating regional flavours into our menus to celebrating local festivals, traditions, and artisans, we create opportunities for guests to connect with Karnataka’s rich culture in meaningful ways. Our culinary teams take pride in showcasing local ingredients and recipes, while our associates are always eager to share recommendations that help guests discover the city beyond the usual tourist trail.

We want every guest to leave not only with fond memories of our hotel but also with a deeper appreciation of Bengaluru and its vibrant culture.

5. What trends are shaping the future of luxury hospitality, and how is your brand preparing for them?

Sushma Khichar: The future of luxury hospitality is being shaped by personalization, wellness, sustainability, and authentic experiences.

Guests today seek experiences that feel genuine and purposeful. They are increasingly conscious of environmental impact, place greater emphasis on well-being, and value experiences that foster a meaningful connection with the destination.

At Sheraton Grand Bangalore Hotel at Brigade Gateway, we continue to evolve through sustainable practices, wellness-focused offerings, technology-enabled convenience, and highly personalized service. While guest expectations may continue to change, one thing will remain constant: our commitment to genuine hospitality and human connection.

6. What is your vision for the future of your property and the evolving expectations of luxury travelers?

Sushma Khichar: My vision is simple: to ensure that Sheraton Grand Bangalore Hotel at Brigade Gateway remains a place where people love to stay, celebrate, connect, and return.

As luxury travellers continue to evolve, we will focus on delivering experiences that are increasingly personalized, sustainable, and meaningful. At the same time, we will remain true to the values that have guided us for the past 15 years: warm hospitality, exceptional service, and genuine human connection.

Ultimately, success is not measured solely by awards or accolades. It is reflected in the stories our guests take home, the memories they create, and the relationships we build along the way.

This interview is part of the Hospitality Tip of The Day Leadership Series, featuring candid conversations with the industry’s most influential voices.

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