OF TIGERS AND THE TAJ MAHAL

…or what makes a ‘pinchable moment’? Liam Lambert, Oberoi Hotels & Resorts' new President, found plenty in India.

There are certain times in life that I call ‘pinchable moments’. They seldom happen, but I make a particular point to remember them by pinching myself.

Here are a few examples. The first time I kissed the most beautiful girl in Dublin; she’s now my wife. The day my daughter and I frolicked with a fearless and curious baby seal on the Galapagos Islands. When my three daughters and that Dublin girl lay on a beach in Mauritius at midnight looking up at the star-filled southern skies. When, living in Alberta, Canada, seeing the Northern lights of the Aurora Borealis. When scuba diving in the 1970’s on the Great Barrier Reef.

A pearl of joy or an exclamation mark

In my rulebook a ‘pinchable moment’ must be personally witnessed, and in the tapestry of life it becomes a pearl of learning, joy, sadness or simply an exclamation mark. It inspires us, moves us, frightens us and teaches us. A ‘pinchable moment’ teaches us about the chaotic nature of life, its arbitrariness and its wonder.

I lived in Ireland during the formative years of my education and career. Believe it or not, Jurys Hotels had a hotel school in Dublin in the 1960’s. I joined in 1968 and graduated 3 years later. Being a Francophile, I moved to Paris to learn French and hone my hotel skills. Then off to the Antipodes and after four glorious years in Sydney, I moved to Canada living in four of the major cities, having three children and obtaining my first General Manager’s job. The Far East beckoned, and after three years, four months and two days in Manila, I ended up in Hong Kong, witnessing the Handover in 1997 and The Millennium.

I was then transferred to London where, frankly, I had intended to settle for good. I was extremely happy with a gorgeous Victorian house and a great job as Director of Operations for a leading luxury international hotel group looking after Europe, Middle East and Africa. This is almost as good as it gets: high profile, luxury, quality, driven and modern management and a company with a clear global strategy. So why leave? Well! Maybe a lack of ‘pinchable moments’?

Opportunity knocks

One day over a year ago I received a call out of the blue. The lady, let’s call her Peggy, enquired if I knew anybody in the industry who would consider relocating to India. In an effort to help, I supplied her with the names of three fellow hoteliers who still had an adventurous approach to life. She stopped me short and said it was actually me they had targeted.

Initially, I hesitated at the idea of relocating to Delhi, however, within a few weeks I had spoken to Mr. P.R.S. Oberoi, Chairman of Oberoi Hotels & Resorts and he invited me and the Dublin beauty to visit India for a week. Our visit to India started in Mumbai and we stayed at The (soon to be attacked) Oberoi Hotel. We then flew to Jaipur, Udaipur, Ranthambhore, Agra and ended up in Delhi so we could meet personally and face-to-face for the first time.

A golden introduction

During my trip we had some unique experiences. Sailing across Lake Pichola as we checked into the best hotel in the world, The Oberoi Udaivilas. Yoga in the lush gardens of The Oberoi Rajvilas in Jaipur. Two beautifully liveried elephants welcoming us to The Oberoi Vanyavilas.

Then I had the first ‘pinchable moment’ I’d had in many years.

At The Oberoi Vanyavilas, in Ranthambhore Tiger Reserve, we arose at 5.30 a.m. and headed off by jeep in the dark cold of the forest wrapped in thick blankets and sipping hot masala (Indian milky sweet herb tea). We arrived at a watering hole as the sun rose. We waited in silence, enjoying the changing light. We waited and listened to the rising volume of the morning birdsong. We waited and waited, patiently.

Finally, after a wonderful, wordless hour our Oberoi warden whispered ‘Tiger at 10 o’clock’, our heads swung round in unison and there, within a forest of trees and underbrush, we spied some movement. Slowly, this magnificent beast loomed into focus, lumbering through his territory, clawing and scratching the trunks of trees and marking his domain. He was making a lazy beeline for our jeep, although in his mind he was simply heading for his constitutional morning ablutions and a cool refreshing start to the day. He stayed only 15 minutes but the photos and video I managed to take could rival National Geographic. It was a ‘pinchable moment’. I was elated.

That was Thursday morning. By Thursday afternoon we arrived in Agra. At The Oberoi Amarvilas in Agra, we were welcomed most graciously with refreshing ice cold watermelon juice, a red thread bracelet tied round my wrist and a ruby red powdered bindi rubbed on my wife’s forehead.

When we arrived in our suite, the receptionist slowly opened the shears covering the windows and there it was, framed, one of the wonders of the world: the TAJ MAHAL. It was late afternoon and the Taj Mahal was as white as white could be. Yes! Another ‘pinchable moment’. As the direct sunlight changed angles, I swear the Taj Mahal went from white to yellow to green to blue.

Where one has two ‘pinchable moments’ in the same day, it means something very special, the planets are aligned.

That evening, sipping champagne on the balcony overlooking a moonlit Taj Mahal, Mary (that first pinchable moment) said ‘Well, Liam, what do you think?’ It was not what she said, it was the way she said it. I said, ‘Okay, let’s come to India.’

The first ninety days

My introduction to Oberoi life was fast-paced. Within the first month, I’d visited all the hotels in India, spending a good two to three days familiarising myself with the location, the competition and the team. To absorb eight hotels in such a short time was certainly challenging. Add on to that finding a home, getting to know the corporate team and digesting Delhi. One can imagine.

The immediate observation I had was the necessity to reorganise the global sales and marketing structure -- which is now well under way with offices in London and New York -- as well as public relations representation in our international feeder markets.

Expecting no less

Oberoi Hotels & Resorts have a phenomenal commitment, not only to stunning architecture, rich interior design and state of the art technology, but most importantly the delivery of bespoke, personalized and relevant luxury service. This starts with the Chairman, Mr. P.R.S. Oberoi who works incessantly on improving that delivery. He leads by example, is the picture of sartorial elegance and expects no less from his troops.

We have the Oberoi Centre for Learning and Development (OCLD) where we select the finest of the fine graduating students and put them through one of four programmes lasting two years each. When they graduate from OCLD they are articulate, competent, outgoing and enthusiastic young hoteliers. They are utterly devoted to The Oberoi Dharma (check our website for our Dharma!) and form the very heart and soul of how we do our job.

I realise there is such a lot to do. Following the global economic downturn and the horrific terrorist attacks, our business is down and our flagship hotel is closed for repairs and renovation. Within the next year, we will reopen The Oberoi, Mumbai and reposition it in the market as best in breed. Soon thereafter, we will open The Oberoi, Gurgaon (the new business district in South Delhi) as best in breed. Exciting times ahead!

So the first ninety days have been great and the next decade of Oberoi Hotels & Resorts will be even greater with openings in Dubai, Abu Dhabi, Oman, Morocco and other major world centres.

Just be careful about wishing for ‘pinchable moments’. They can lead to the most unexpected, yet most exhilarating paths and experiences life has to offer.

To find out more about Oberoi Hotels & Resorts (including The Oberoi Dharma), visit their website at www.oberoihotels.com.