In the landscape of luxury hospitality, where marble lobbies once defined grandeur and silver service represented the pinnacle of sophistication, one leader has witnessed and orchestrated a remarkable transformation. Vikas Sharma stands as a testament to how authentic leadership, rooted in structured discipline yet nurtured by genuine human connection, can redefine an entire industry’s approach to service excellence.
His journey spans over three decades, from the early 1990s when hospitality was far from a conventional career choice to today’s era where wellness, authenticity, and emotional connection have become the new currencies of luxury. Coming from a disciplined background, Vikas could have easily followed conventional paths. Instead, he chose the unpredictable, energy-filled world of hospitality, where the opportunity to create daily joy for others became his calling.
“Growing up with strong values of discipline, commitment, and service,” Vikas reflects on his career choice, “I was drawn to the energy, unpredictability, and sheer human connection that hospitality promised.”
This foundation of structured discipline, combined with an innate understanding of service, would prove to be the cornerstone of a career that has touched some of India’s most prestigious hospitality brands including Taj Exotica Sri Lanka, Hilton Bangalore, Hard Rock Hotel Goa, and Radisson Blu Dharamshala.
THE EVOLUTION OF AUTHENTIC LEADERSHIP
Vikas’s leadership philosophy has undergone a profound transformation throughout his career, evolving from task-focused precision to people-first empowerment. This evolution reflects not just personal growth but the broader shift in hospitality leadership from command-and-control to collaborative excellence.
In his early years, the structured discipline was evident in his approach. Key Performance Indicators, Standard Operating Procedures, and operational precision formed the bedrock of his management style. However, as he gained experience across diverse properties and cultures, Vikas recognized that sustainable excellence emerges from empowered teams rather than rigid hierarchies.
“My leadership journey has been one of intentional evolution,” he explains. “Early on, I was highly task-focused, driven by KPIs, SOPs, and precision. Over time, I realised that sustainable excellence comes from people-first leadership.”
Today, his leadership style embodies what modern hospitality demands: empathetic connection balanced with operational excellence. His “open door, open mind” philosophy creates an environment where creativity flourishes alongside accountability. This approach has consistently delivered results across properties with distinct personalities and guest expectations, from the musical vibrancy of Hard Rock Hotel Goa to the wellness-focused tranquillity of Moksha Spa Resort.
DEFINING MOMENTS IN EXTRAORDINARY TIMES
Every leader faces moments that define their career trajectory, but few have been tested like Vikas during the launch of Radisson Blu Resort Dharamshala at the height of the global pandemic. Appointed as pre-opening General Manager during one of hospitality’s most challenging periods, this assignment would crystallize his approach to leadership under pressure.
“Being appointed the pre-opening General Manager of Radisson Blu Resort Dharamshala during the height of the pandemic was a defining moment,” Vikas recalls. “It was more than just launching a luxury resort—it was about resilience, empathy, and redefining safety.”
The challenge was multifaceted: launching a luxury property during lockdowns, managing a lean team while maintaining service standards, and embedding COVID protocols not as constraints but as integral elements of the brand promise. The successful on-time opening despite global uncertainty demonstrated Vikas’s ability to lead through adversity while maintaining the vision for excellence.
This experience reinforced his belief that true leadership emerges not during smooth operations but in moments of crisis when agility, trust-building, and human empathy become the differentiating factors between success and failure.
OPERATIONAL EXCELLENCE THROUGH HUMAN CONNECTION
Vikas’s approach to managing large-scale luxury operations centers on five core principles that balance systematic excellence with human-centered service. These principles, refined through decades of experience across diverse properties, demonstrate how operational rigor can coexist with authentic hospitality.
His framework begins with “Standardization with Localization,” recognizing that while core Standard Operating Procedures provide consistency, customization for regional culture and guest preferences enhances satisfaction. This philosophy proved particularly valuable during his tenure managing properties from the tropical luxury of Sri Lanka to the Himalayan tranquility of Dharamshala.
Data-driven decision making forms another pillar of his operational approach. From forecasting to cost control, Vikas ensures that insights guide actions rather than assumptions. However, this analytical approach never overshadows the guest-centric mindset that places memorable experiences at the center of every operational decision.
“Every operation must be geared toward delivering memorable experiences,” Vikas emphasizes, highlighting how systems and processes ultimately serve the fundamental hospitality mission of creating joy and comfort for guests.
The principle of ownership and accountability ensures that each team member feels personally responsible for both service quality and cost efficiency. This approach transforms staff from order-takers to problem-solvers, creating the empowerment necessary for authentic service delivery.
Finally, his emphasis on “Agility with Discipline” acknowledges hospitality’s volatile environment while maintaining the structural foundation necessary for consistent excellence. This balance proved crucial during the pandemic and continues to guide operations in an increasingly dynamic industry landscape.
REDEFINING LUXURY FOR THE MODERN TRAVELER
Vikas’s perspective on luxury hospitality reflects the industry’s fundamental transformation from opulent displays to authentic connections. His experience across properties ranging from urban business hotels to wellness retreats has provided him with unique insights into how guest expectations have evolved over three decades.
“Three decades ago, luxury was defined by marble lobbies and silver service,” Vikas observes. “Today, it’s about authenticity, privacy, wellness, and sustainability.”
This transformation is exemplified in his work at Moksha Spa Resort, where luxury is redefined through personalized wellness experiences. Custom Ayurvedic treatments based on individual dosha analysis, curated wellness menus, and hyper-local touchpoints create emotional connections that transcend traditional luxury markers.
The approach extends beyond amenities to encompass storytelling experiences based on Himalayan traditions and assigning Guest Experience Managers who learn and remember preferences across multiple stays. This personalization strategy recognizes that modern luxury travelers seek relevance over opulence, experiences over possessions.
“Luxury today is less about opulence and more about relevance,” Vikas explains, capturing the essence of how the industry has shifted from standardized grandeur to customized significance.
BUILDING HIGH-PERFORMANCE TEAMS THROUGH EMPOWERMENT
Throughout his career, Vikas has consistently identified team development as the most rewarding aspect of luxury hotel management. His approach to building high-performance teams combines structured development with emotional intelligence, creating environments where staff members evolve into confident professionals and leaders.
His team management philosophy rests on five strategic pillars that have consistently delivered results across diverse properties and cultures. Leading by example establishes credibility and sets behavioral standards, while empowering ownership treats department heads as CEOs of their verticals, fostering accountability and innovation.
Recognition plays a crucial role in his approach, with celebration of micro-wins ensuring that acknowledgment doesn’t wait for quarterly reviews. This frequent recognition builds momentum and maintains engagement throughout challenging operational periods.
Transparent communication eliminates surprises and builds trust through clarity. Vikas’s insistence on monthly skip-level feedback sessions, where staff can express concerns without fear, exemplifies this commitment. During his tenure at DLF Clubs, staff engagement scores rose by 18% after implementing such forums, demonstrating the tangible impact of open communication.
“You take care of your people, and they will take care of your guests,” Vikas emphasizes, encapsulating his people-first philosophy that has consistently delivered both employee satisfaction and guest excellence.
INNOVATION IN GUEST EXPERIENCE AND TECHNOLOGY INTEGRATION
Vikas’s approach to guest experience innovation demonstrates how technology can enhance rather than replace human connection. His philosophy centers on using digital tools to enable authentic service rather than creating barriers between staff and guests.
At Hard Rock Hotel Goa, he introduced the innovative “Backstage Pass” experience for repeat guests, inviting them to soundchecks, cuisine tasting sessions, and surprise upgrades. This emotionally engaging approach resulted in a 19% increase in repeat guest ratios over two years and earned prestigious recognition including the Conde Nast Travelers Choice Award and RCI Gold Crown Award.
The success of this initiative demonstrates Vikas’s understanding that lasting guest loyalty emerges from emotional connection rather than transactional satisfaction. The program created memorable experiences that guests actively sought to repeat and recommend to others.
His technology integration philosophy ensures that digital enhancements support rather than replace personal service. Facial recognition check-ins save time, but guests still receive personal escort to their rooms. Customer Relationship Management systems help remember preferences, but delivery maintains verbal warmth and genuine care.
“Tech should enable, not replace, human warmth,” Vikas explains, articulating his balanced approach to hospitality innovation.
CRISIS LEADERSHIP AND RESILIENCE
Vikas’s approach to crisis management emphasizes preparedness, visible leadership, and people-first decision making. His framework for handling high-pressure situations has been tested across various scenarios from peak season challenges to global pandemic operations.
During peak travel seasons, his preparation begins weeks in advance with watertight roster planning and comprehensive contingency strategies. Leadership presence on the floor becomes non-negotiable, ensuring that decision-makers remain close to operational realities and staff needs.
The COVID-19 pandemic provided the ultimate test of crisis leadership. Beyond operational adjustments, the challenge required redefining safety as a hospitality standard while maintaining the warmth and connection that define luxury service. The successful launch of Radisson Blu Resort Dharamshala during this period demonstrated how crisis leadership could actually strengthen rather than compromise service excellence.
“During crises, the priority is always people first, then process,” Vikas explains, highlighting how human welfare guides his decision-making framework even under extreme pressure.
SHAPING THE FUTURE OF INDIAN HOSPITALITY
Vikas’s perspective on industry evolution combines his three-decade experience with forward-thinking insights about hospitality’s future direction. He identifies five key trends that will define hotel operations in India and globally: wellness and sustainable travel, artificial intelligence in personalization and revenue management, hybrid hospitality combining work and leisure, hyper-localization of experiences, and mental health focus for both guests and employees.
His optimism about India’s hospitality future stems from the country’s growing millennial wealth and increasing global travel. He sees India positioned to become a hotspot for experience-led, technology-enabled luxury that combines international standards with authentic local culture.
“India, with its growing millennial wealth and global inbound travel, will be a hotspot for experience-led, tech-enabled luxury,” Vikas predicts, identifying the convergence of demographic and economic factors that will drive industry growth.
WISDOM FOR EMERGING HOSPITALITY LEADERS
Vikas’s advice to young professionals aspiring to hospitality careers reflects both the challenges and rewards of building a long-term career in this demanding industry. His guidance emphasizes passion, adaptability, experience over titles, mentorship, and valuing people as the foundation for sustainable success.
“Fall in love with service. Without that passion, the hours will wear you down,” he counsels, acknowledging that hospitality’s demanding schedule requires genuine commitment to service excellence rather than mere professional ambition.
His emphasis on curiosity and adaptability recognizes hospitality’s rapid evolution and the need for continuous learning. Rather than chasing titles, he encourages focusing on diverse experiences that shape leadership capabilities and industry understanding.
The importance of mentorship and listening reflects his own journey of learning from experienced leaders while developing his unique approach to hospitality excellence. His final point about valuing people acknowledges that staff members serve as true brand ambassadors whose engagement directly impacts guest experiences.
LEGACY OF SERVICE EXCELLENCE
As Vikas continues his journey, now focused on transforming St.Jerome – the Hospitality Vertical of the prestigious Luxury Real Estate Group – Central Park as Senior Vice President Hospitality, his career represents more than individual achievement. His approach demonstrates how structured discipline can enhance hospitality service, how technology can enable authentic human connection, and how crisis leadership can strengthen rather than compromise service standards.
His influence extends beyond individual properties to shape industry standards for luxury hospitality in India. Through his commitment to employee development, guest experience innovation, and operational excellence, Vikas has contributed to elevating expectations for what Indian hospitality can achieve on the global stage.
The transformation from marble lobby luxury to authentic connection hospitality mirrors Vikas’s own evolution from task-focused precision to empathetic leadership. His career demonstrates that true hospitality excellence emerges not from rigid standards alone but from the marriage of systematic excellence with genuine human care.
“Hospitality excellence today is about creating ‘wow’ moments, using data to anticipate needs, seamlessly blending tech with human interaction, and treating feedback as a gift,” Vikas reflects on his philosophy for modern luxury service.
As the industry continues evolving toward wellness, sustainability, and authentic experiences, leaders like Vikas provide essential guidance on maintaining service excellence while adapting to changing guest expectations. His example proves that hospitality careers built on genuine service passion, continuous learning, and people-first leadership can thrive across decades of industry transformation.
The future of Indian hospitality will be shaped by leaders who understand that true luxury lies not in expensive materials but in meaningful connections, not in standardized service but in personalized experiences, and not in hierarchical management but in empowered teams. Vikas Sharma’s three-decade journey provides a comprehensive roadmap for achieving this balance, demonstrating that authentic hospitality leadership creates lasting value for guests, employees, and the industry itself.
