Sheraton Grand Bangalore Hotel at Brigade Gateway stands as a distinguished luxury destination, celebrated for its expansive event spaces, eclectic dining venues, and a well-balanced blend of corporate, leisure, and social guests. Set within the lively Brigade Gateway enclave, it enjoys a prime location where business, lifestyle, and entertainment converge. As part of Marriott International’s premium portfolio, the hotel embodies the Sheraton Hotels & Resorts ethos of fostering connection through shared experiences. Leading the property is Sushma Khichar, a seasoned hospitality professional with more than two decades of industry experience across multiple cities and brands. With over 20 years spent within Marriott, she is known for her operational expertise and people-first leadership style.
Voyager’s World speaks to Sushma, General Manager, Sheraton Grand Bangalore Hotel, in an exclusive interview about leadership, evolving guest expectations, and redefining luxury hospitality in Bengaluru’s dynamic hotel landscape.
What is your strategic vision for the property in the coming years?
At Sheraton Grand Bangalore Hotel at Brigade Gateway, my vision is to create an environment where every guest feels an authentic sense of belonging from the moment they arrive. In the coming years, we aim to strengthen our identity not only as a luxury destination but as a dynamic hub where business, leisure, celebrations, and community experiences blend effortlessly. We don’t rely on a single vertical; we function through a blend of segments: corporate, entertainment, social, and large events. We’ve hosted film launches, including Kantara, worked with major productions, and catered for large-scale events, including government initiatives like Invest Karnataka and aviation shows like Aero India. Our strategy is simple—evolve constantly, innovate experiences, and keep our offerings dynamic so guests always find something new.
What differentiates this hotel within Bengaluru’s competitive luxury hospitality landscape?
What truly sets us apart is the balance we deliver — pairing scale and sophistication with genuine warmth and approachability. Our setting within a vibrant lifestyle destination offers guests both convenience and a lively atmosphere, while our team focuses on thoughtful, personalised service. It’s this seamless fusion of global brand standards and local hospitality that makes every stay truly memorable. We’re not just a corporate hotel or a leisure hotel; we’re a hybrid. We cater to everything from sports teams such as the Women’s Premier League to film crews, social celebrations, and high-profile guests, including artists like Alan Walker and Diljit Dosanjh.
How do you plan to strengthen positioning among business and leisure travellers?
Today’s travellers no longer distinguish sharply between business and leisure — and we align with that mindset. For our corporate guests, our emphasis is on smooth efficiency and consistent comfort. Human connection is our biggest advantage. Technology can streamline processes; guests can check in digitally, request services through apps, and even avoid interaction altogether. But when a guest walks in and is greeted by name, that emotional connection is irreplaceable. At the same time, we actively create leisure demand through curated packages. One example is our collaboration with Bounce, which helped us launch a city-escape holiday package that exceeded performance expectations. Seasonal offers, NRI packages, and festive experiences also bring in leisure guests alongside our core business travellers.
Have guest expectations changed over your career?
Absolutely. Today’s travellers are well-informed, globally exposed, and very clear about what they want. Years ago, guests were less demanding. Now they’ve experienced the best hotels, Michelin-star dining, and world-class infrastructure. Expectations are higher, but so are opportunities to delight them. What hasn’t changed is the power of warmth and authenticity. A dish served with genuine care can leave a stronger impression than any luxury facility.
How do you balance digital convenience with personalised hospitality?
Technology is essential—we’re far ahead in digital integration, both front-of-house and behind the scenes. Guests can manage everything from their phones. But hospitality is fundamentally human. Digital efficiency should support service, not replace it. A real conversation, a recommendation from a team member, or recognition on arrival creates emotional value that no app can replicate.
What emerging trends do you believe will redefine luxury hospitality in India?
Hyper-personalised experiences with a strong local connection. Guests don’t just want luxury; they want authenticity. Whether it’s regional cuisine, local culture, or curated city experiences, travellers want to feel the destination, not just stay in it. Luxury today is about meaningful, memorable experiences rooted in place.
What advice would you give young professionals aspiring to leadership roles in hospitality?
Passion is everything. You can have resources, infrastructure, and opportunities, but without passion, growth won’t happen. Hospitality builds resilience, empathy, and adaptability over time. Don’t rush into leadership — earn it by understanding every role, valuing every team member, and committing to continuous learning. True leadership in hospitality begins with serving others first.