Dipankar De of Holiday Inn shaping world-class hospitality in Dhaka

Dhaka : Over a career spanning more than two decades, Dipankar De, General Manager of Holiday Inn Dhaka City Centre, has built a reputation as a leader who blends operational excellence with a deep commitment to people.

From his early beginnings in entry-level hospitality roles to leading global brands like Marriott and IHG, De's journey reflects a passion for service, a dedication to his teams, and a nuanced understanding of international hospitality standards.

"What attracted me to hospitality was the chance to work with people and cultures every single day," De explained, while talking to The Bangladesh Monitor in an exclusive interview.

"I loved the idea of creating experiences that stay with guests long after they leave." A turning point in his career came when he stepped into senior leadership roles managing properties with over 600 keys and annual turnovers exceeding EUR 20 million. These roles taught him a critical lesson: balancing scale with detail. "Even at large hotels, every guest should feel individually valued," he said.

Having worked with global brands, De has absorbed the best practices of operational rigor, brand consistency, and innovation.

"At Marriott, I learned the discipline of operational excellence. At IHG, I embraced innovation and the importance of brand consistency," he noted. In Bangladesh, he has focused on translating these lessons into a local context, combining international standards with the warmth and hospitality inherent in the country's culture.

"It's about empowering my team, building strong guest trust, and ensuring that world-class service feels personal," he added.

For De, hospitality is not just about providing rooms or meals; it is about creating a sense of belonging.

"Whether it's a business traveler on their 20th trip or a local family celebrating a special occasion, our role is to make them feel at home," he said. Under his guidance, Holiday Inn Dhaka City Centre has positioned itself as a hotel where every interaction tells a story worth remembering. His leadership philosophy emphasizes leading by example, encouraging every team member to see every guest interaction as an opportunity to create a lasting impression.

Operating in Dhaka's dynamic and competitive market brings its own set of challenges and opportunities. "The market is fast-growing and vibrant, but standing out requires consistency, trust, and personalized service," De explained. Holiday Inn Dhaka City Center differentiates itself by blending globally recognized standards with the unique warmth of Bangladeshi hospitality. To strengthen revenue streams, the hotel focuses on corporate accounts, long-stay guests, and the MICE sector. Guest experience is enhanced through continuous staff training, real-time feedback, and thoughtful gestures designed to delight. Loyalty programs, including IHG One Rewards, are complemented by personalized touches that make each stay feel special.

Technology has become a cornerstone of the hotel's operations, providing efficiency without compromising the human touch. Mobile check-ins, digital feedback platforms, and smart service requests streamline the guest experience, while staff focus on delivering the personal warmth that defines true hospitality. "Technology enhances efficiency, but human touch ensures warmth and personalization," De emphasized.

Sustainability and community engagement also feature prominently in De's vision for the hotel. Initiatives include energy-saving programs, waste reduction measures, and prioritization of locally sourced products. Corporate social responsibility projects aim to uplift the community, with programs supporting youth employment and community welfare. "A successful hotel should not just serve guests - it should also uplift the society around it," he asserted.

Looking at the broader industry, De noted several trends shaping the future of hospitality in Bangladesh: a rise in domestic tourism, growth in the MICE sector, and increasing demand for international-standard dining. He observed that guests today value both efficiency and authenticity. "They want speed and technology, but they also crave care and personalized attention. The ability to balance these will define success," he explained. He sees international hotel chains as playing a pivotal role in enhancing service standards, creating employment, and showcasing Bangladesh as a strong business and leisure destination on the global stage.

Looking ahead, De envisions Holiday Inn Dhaka City Centre as the city's most trusted international hotel - a hub for corporate travelers, leisure guests, and events alike. "Personally, my goal is to build a team that is proud, motivated, and future-ready. If the team thrives, the business will naturally follow," he said.

De concluded with advice for aspiring hoteliers, drawing on his own journey from entry-level roles to senior leadership: "Be passionate, be patient, and be people-focused. If you care consistently for your guests and your team, success will always find you." His message resonates as a blueprint not just for career growth, but for building a hospitality culture that prioritizes people, service, and long-lasting experiences.