“Anything is achievable!” says Indu Brar. The general manager of the Fairmont Empress, Victoria, believes that 1 percent is luck and 99 percent is hard work. That’s precisely why Brar has had a successful hotel experience for over 23 years and also a Chartered Hotel Administrator (CHA) designation.
Brar’s hotel career started in Alberta with progressive positions at the Chateau Airport in Calgary, The Fairmont Hotel Macdonald in Edmonton, The Fairmont Chateau Lake Louise, and recently at Vancouver’s The Fairmont Waterfront as general manager. “I fell into my job,” says Brar, recalling how she got into the hotel industry. “I was going to school and applied to a hotel on a part time basis.”
Very quickly Brar learned that hotels were in her blood. “To be truly successful in this industry you must have a calling for service, and a genuine desire to create something memorable and special and the ability to deliver,” she points out, describing her journey so far as exciting, challenging, inspiring and never the same.
So how does she manage a role that comes with great responsibility? “I am intrigued by each situation that is new and different, what keeps me at my best is collaborating, finding the path, which may lead through many twists and turns and once we achieve it, re-setting to another milestone that seemed out of reach only to be grasped,” says a determined Brar, “I am a firm believer ‘good enough’ never is.”
Brar’s success motto – building strong teams and delivering results. “I surround myself with great people, who are passionate and driven, in turn the achievements are a by- product of our success,” says the dedicated general manager, adding that a good hotel relies on how you engage and inspire your colleagues to deliver exceptional service day in and day out.
Expressing further her passion for work, she says “One of my strengths is aligning people to strategy and ensuring that our actions result in exceeding what we have set out to do, which is delivering a consistent, outstanding and personal guest experience.” Having worked for different Fairmont hotels, Brar believes that each Fairmont has a unique and very special personality of its own – driven by the colleague culture and focus on the guest experience.
She was thrilled to work at The Fairmont Waterfront and in the beautiful city of Vancouver. Her objective was to create awareness and enrich the hotel experience for the luxury guest, having just fully renovated the hotel. “Fairmont Waterfront is full of very passionate colleagues who exude West Coast warmth and service. The focus on environmental stewardship, celebrating the bounty that is British Columbia, and our social responsibility is a fabric of our culture,” shares Brar.
Talking about the role of general manager at Fairmont Empress, Brar states that it is an incredibly exciting time for the hotel, “as it is being fully refurbished and brought back to a grand state of luxury of a bygone era.”
Brar is also Vancouver Hotel Destination Association (VHDA) Chair – an organization that aims to promote and grow tourism through marketing here in the city. Her role as chair is to work with the management committee in ensuring that their objectives are being achieved. “We have a strong executive director who works closely with various partners including Tourism Vancouver, the Vancouver Convention Centre and the exciting new Sport Development initiative with the city,”
Brar agrees that the hotel industry has changed since she first started. “The industry continues to evolve, today everything is 24/7, people are looking for immediate responses. Being on top of social media is critical, and the fact that the world is moving at a faster pace. Everyone is busier and always out of time and therefore when taking a vacation, guests are looking for seamless, unique, curated experiences that are tailored to their individual preferences and make the best use of their valuable time off,” she explains.
Besides work, Brar is also passionate about adventure travel and has other interests. “I love exploring the world and all that there is to experience.” She also enjoys a healthy lifestyle that includes running the sea wall, the trails, and just being outdoors. Coming from a large family, spending quality time with family is very important to her. “My life achievements evolve around the excellent friends and family that I am surrounded by and of course my curiosity and thirst for life and adventure through my travels and experiences,” she sums up.
For youngsters wishing to follow her path, her advice is to follow your passion. “If you have the genuine desire to engage, to serve, to create and be a part of this fantastic industry, then jump in! Be open to feedback and learning, and the unique ability to finish what you start, and both the ability and desire to want to continue to excel.”
For those unsure if the hotel industry is the right career, Brar simplifies the decision saying, “If you want to travel and gain international experience and are excited and flexible about new cities, cultures and experiences and different markets, then this is the career for you.”
