Shatrughan Tomar, leading with Vision, Precision, and a Passion for Hospitality Excellence

With more than 20 years of experience in the luxury hospitality sector, Shatrughan Tomar stands as a seasoned leader known for his operational acumen and unwavering commitment to guest satisfaction. As General Manager of Radisson Hotel, Gurugram Sohna Road, he is steering the property to new heights through innovation, strategic insight, and people-first leadership. In this exclusive interview, Tomar shares his journey, leadership philosophy, and vision for the future of hospitality.

Shatrughan, you’ve had an illustrious career in hospitality. What originally drew you to this industry?

Shatrughan Tomar: From early on, I was inspired by the idea of creating memorable experiences for people. Hospitality is an industry where every day presents an opportunity to make someone’s day better. The dynamism, the cultural diversity, and the human interactions all come together in a very unique way—and that’s what attracted me and continues to drive my passion even today.

You’re an alumnus of IIM Ahmedabad, one of India’s premier institutions. How has that shaped your professional journey?

Shatrughan Tomar: IIM Ahmedabad provided a strong foundation in strategic thinking and business leadership. It taught me how to approach challenges analytically and align business objectives with long-term value creation. Those lessons have been instrumental, particularly in roles where I’ve had to drive both operational efficiency and financial performance across multicultural teams and markets.

You’ve held senior leadership roles with renowned hotel groups like Radisson, The Langham, IHG, and Ascott. How has that global exposure influenced your approach?

Shatrughan Tomar: Working across different international markets has taught me the importance of adaptability and cultural intelligence. Every market is unique, and each brand has its own ethos. This exposure has helped me build a versatile leadership style—one that balances global standards with local sensibilities. It has also refined my understanding of luxury service, helping me anticipate and exceed guest expectations across demographics.

How would you describe your leadership style at Radisson Hotel, Gurugram Sohna Road?

Shatrughan Tomar: I believe in leading from the front with a hands-on, people-centric approach. Empowering teams, promoting accountability, and encouraging open communication are key pillars of my leadership. I focus on aligning every department with strategic goals, ensuring high levels of collaboration, consistency, and service delivery. Ultimately, a motivated and aligned team delivers the best results—for both guests and the business.

What are your core focus areas in managing a premium property like Radisson Gurugram Sohna Road?

Shatrughan Tomar: Our core focus lies in delivering world-class guest experiences, enhancing operational precision, and driving sustainable revenue growth. We work constantly to fine-tune service delivery, optimize internal processes, and build stronger relationships with our guests. Innovation is also a major focus—be it through technology integration or curated experiences that reflect the evolving preferences of modern travellers.

What differentiates Radisson Hotel, Gurugram Sohna Road in Gurgaon’s competitive hospitality landscape?

Shatrughan Tomar: It’s our consistent focus on excellence, personalization, and guest-first service. We combine the trusted global standards of Radisson Hotel Group with a deep understanding of local needs. Our property offers a perfect blend of business functionality and leisure comforts, backed by a team that’s deeply committed to quality. That combination makes us stand out in a crowded market.

How do you view the future of hospitality in India, particularly in metro hubs like Gurgaon?

Shatrughan Tomar: India’s hospitality industry is undergoing rapid transformation. In cities like Gurgaon, there’s a growing demand for premium experiences driven by both corporate and leisure travellers. The future will be shaped by digital transformation, sustainable practices, and hyper-personalization. We’re already embracing these shifts at Radisson Gurugram Sohna Road to stay ahead of the curve.

Finally, what keeps you inspired in your role every day?

Shatrughan Tomar: It’s the opportunity to make an impact—on guests, on team members, and on the brand’s legacy. Hospitality is a people-driven business, and every interaction counts. Knowing that we have the power to create memorable experiences and build lasting relationships is what keeps me inspired and motivated, every single day.

Shatrughan Tomar’s strategic foresight, global experience, and commitment to excellence continue to shape the success of Radisson Hotel, Gurugram Sohna Road—establishing it as a true benchmark for hospitality in India’s ever-evolving landscape.