The Independent Hotel Show team sat down with KK Prabakaran the Hotel Manager of The Wellesley Knightsbridge, a renowned five-star hotel, celebrated for its Art Deco design, exceptional service, and a location that places it within walking distance of some of London's premier attractions like Harrods, Hyde Park, and Buckingham Palace. 

Tell us about yourself and your experience in the hospitality industry.

I hail from the South of India, a region renowned not only for its rich cultural heritage and breathtaking architecture but also for its unparalleled hospitality. My journey into the world of hospitality was sparked by a deep passion for food, a passion so strong that I went against my parents' wishes and dropped out of my Physics degree to pursue my true calling in the hospitality industry.

After completing my degree in hotel management, an unexpected opportunity to join the prestigious Oberoi Udaivilas in India came my way. I embraced it with an open heart, unaware that this decision would spark a transformative journey in my career.

Nearly 25 years later, I find myself managing one of London's finest hotels, The Wellesley Knightsbridge where I have the privilege to lead a team dedicated to excellence and delivering exceptional experiences to our guests. As I continue this journey I remain ever inspired by the people, the stories and the shared experiences that make hospitality a truly remarkable field.

What does a great customer experience look like at your hotel, and what makes it unique?

We keep things simple and personable, treating each guest as unique. With only 36 rooms, we have the privilege of truly getting to know our guests and understanding their individual needs. This personal attention allows us to craft special, memorable experiences for each person who stays with us.

Many of our guests return for long stays are drawn to the privacy and comfort we offer, all while being in the heart of London. It’s this blend of intimacy and convenience that makes our hotel a cherished home away from home.

What is the greatest piece of business advice you’ve ever received? 

"Get the basics right and everything else will fall into place." It may sound simple, but it’s something that has stuck with me since my first manager said it every morning in our meetings. When you focus on getting the core things right, everything else naturally follows

What is your approach to recruitment and retention of staff?

My approach has always been people focused, recognising that hospitality is about creating connections. During recruitment, I focus on finding candidates who not only have the right skills but also the right personality for the role. Sharing interview outcomes and constructive feedback is essential to setting the right tone for future engagement.

For retention, I emphasise flexibility and trust, offering adaptable policies like flexible hours to support personal commitments. While competitive pay matters, I firmly believe fostering a closeknit, family like culture and prioritising work life balance are key to employee satisfaction and loyalty.

What do you think are the major opportunities and challenges in the hotel market?

Hospitality industry offers endless opportunities, but a major challenge remains attracting new talent to consider hospitality as a career. Historically, the industry was associated with long hours and low pay which deterred many. While this perception is changing, thanks to innovations like flexible hours and wellness initiatives the industry still struggles to compete for talent. COVID-19 accelerated change, transforming the market into an employee driven one where candidates set higher expectations. While this evolution has spurred progress, it also resents challenges in meeting growing demands. Efforts to promote hospitality as a viable and rewarding career are ongoing but overcoming these perceptions will take time.

Why do you attend the Independent Hotel Show London?

The Independent Hotel Show has undergone significant evolution since I first attended. What stands out most is the exceptional speaker lineup, which consistently provides valuable insights into the latest industry trends, technologies and innovations. Having access to such comprehensive knowledge under one roof for two days is invaluable. Equally important are the networking opportunities, which are diverse and inclusive, enabling connections with professionals at all levels.

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