With a strong foundation in luxury hospitality and a people-first leadership approach, Ankur Saluja continues to elevate the guest experience at Mayfair Lake Resort, Raipur, reinforcing the brand’s reputation for elegance, warmth, and excellence.
Ankur Saluja
Resort Manager, Mayfair Lake Resort, Raipur
With 26 years of distinguished leadership in luxury hospitality, Ankur Saluja, Resort Manager of Mayfair Lake Resort, Raipur, stands at the intersection of heritage, innovation, and experiential excellence. Renowned for his refined operational acumen and people-first philosophy, he curates bespoke guest journeys while upholding the timeless elegance of the Mayfair brand. His vision is rooted in delivering understated luxury, exceptional service consistency, and meaningful experiences that resonate long after the stay.
How do you define luxury hospitality in today’s context?
Luxury hospitality today is about refined simplicity, authenticity, and emotional resonance. At Mayfair Lake Resort, Raipur, luxury is experienced through thoughtful service, curated spaces, and a deep connection to the destination. Guests seek comfort, personalization, and genuine warmth rather than formality, and our focus is on creating experiences that feel effortless yet meaningful.
With 26 years in hospitality, what major changes have you witnessed in the industry?
The most significant change has been the shift from product-led to experience-led hospitality. Earlier, facilities defined a hotel; today, service culture, storytelling, and personalization define success. Guest awareness has increased dramatically, making consistency and attention to detail more important than ever.
What are the key challenges you face as a Resort Manager today?
The primary challenges include talent retention, maintaining service consistency across large resort operations, and balancing operational excellence with cost efficiency. Additionally, meeting the expectations of modern travelers while preserving brand heritage requires constant adaptation and leadership engagement.
How do you build and nurture a strong service culture at Mayfair Lake Resort?
Service culture begins with people development. We invest heavily in training, mentoring young talent, and instilling pride in the Mayfair legacy. Regular communication, recognition, and leadership visibility ensure that every team member understands their role in delivering exceptional guest experiences.
How important is guest feedback in shaping your operational decisions?
Guest feedback is a cornerstone of our improvement strategy. It helps us identify service gaps, refine processes, and reinforce best practices. At Mayfair Lake Resort, feedback is treated as a learning opportunity rather than criticism.
6. What role does sustainability play at Mayfair Lake Resort, Raipur?
Sustainability is deeply integrated into our operations. From water conservation and waste management to energy efficiency and responsible sourcing, we are committed to minimizing our environmental footprint while maintaining luxury standards. Responsible hospitality is essential for long-term success.
How do you ensure service consistency across departments in a large resort setting?
Consistency is achieved through clear SOPs, daily operational briefings, internal audits, and cross-functional coordination. Leadership presence on the floor ensures standards are maintained and guest concerns are addressed proactively.
How do you approach service recovery when expectations are not met?
Service recovery starts with empathy and swift action. Empowering frontline teams to resolve issues ensures faster recovery and guest confidence. A well-handled service recovery often transforms a challenge into a positive, lasting impression.
Mayfair Lake Resort is a preferred destination for weddings and events. What drives this success?
Our lakeside setting, versatile venues, and meticulous planning make us a sought-after destination for weddings and social events. Attention to detail, personalized coordination, and seamless execution ensure memorable celebrations aligned with the Mayfair promise.
How do you balance commercial performance with guest satisfaction?
Guest satisfaction and financial performance go hand in hand. A delighted guest drives repeat business and brand advocacy. Strategic pricing, efficient operations, and consistent service standards help us achieve sustainable profitability.
How does technology support your guest experience strategy?
Technology enhances efficiency and personalization when used thoughtfully. Digital feedback systems and CRM tools help us understand guest preferences, improve response times, and deliver tailored experiences without replacing the human touch.
What differentiates Mayfair Lake Resort, Raipur, from competitors?
Our differentiation lies in the Mayfair heritage, personalized service ethos, and scenic lakeside location. We focus on creating memorable guest journeys that blend luxury, comfort, and destination authenticity.
How would you describe your leadership philosophy?
My leadership philosophy is rooted in discipline, empathy, and consistency. Leading by example, mentoring teams, and maintaining high standards are essential to building trust and long-term success.
How do you see the role of a Resort Manager evolving in the future?
The modern Resort Manager is a strategist, people leader, brand custodian, and experience curator. The role requires agility, emotional intelligence, and a strong understanding of both operations and guest psychology.
What advice would you give to young professionals entering hospitality?
Master the basics, stay humble, and remain passionate about service. Hospitality is a long-term journey where consistency, patience, and people skills define success.
