Across India’s luxury hospitality sector, women leaders are steadily transforming the industry by stepping into roles that were once largely dominated by men. From managing complex hotel operations to shaping guest experiences, women general managers are redefining leadership in hospitality with empathy, resilience, and strategic vision.

At ITC Gardenia in Bengaluru, Amandeep Kaur made history as the first woman to become the property’s General Manager. Her journey began in 2005 in the housekeeping department, where she supervised rooms and handled administrative responsibilities.

Reflecting on her early career, Kaur says her foundation in housekeeping helped her develop discipline and attention to detail while building respect for frontline staff — qualities that later shaped her leadership style.

Leadership driven by empathy

Running a luxury hotel involves overseeing multiple departments including operations, business development, budgeting and guest relations. Women leaders in hospitality say emotional intelligence often plays a key role in delivering exceptional service.

Industry veteran Dilip Puri, Founder and Executive Chairman of the Indian School of Hospitality, believes women possess natural leadership strengths.

He notes that qualities such as empathy, emotional intelligence and nurturing leadership styles often allow women to build stronger teams and create memorable guest experiences.

Similarly, Mandeep Kaur, General Manager at Taj Wellington Mews, Chennai, says hospitality is fundamentally about human connection.

Small gestures such as personal notes to guests, supportive conversations with staff, or thoughtful attention to details often create lasting impressions.

Breaking stereotypes in hospitality

Despite progress, women in senior hotel management roles have faced challenges in an industry traditionally dominated by men.

Preeti Makhija, General Manager at The Leela Palace, New Delhi, emphasises that leadership in hospitality goes beyond operational efficiency.

For her, starting the day by personally meeting guests at breakfast helps set the tone for the entire hotel experience.

Meanwhile, Ratna Malhotra, General Manager at The Oberoi Vanyavilas Wildlife Resort in Ranthambore, manages a luxury property located in a remote natural setting. She highlights the unique challenges of running a jungle resort, from recruiting staff willing to work in isolated areas to ensuring high-quality supplies for guests.

Yet such settings also allow for personalised guest experiences, where managers can interact closely with visitors and create memorable stays.

Balancing leadership and life skills

Women leaders say multitasking abilities developed through everyday life often translate into strong professional skills.

According to Amandeep Kaur, quick decision-making, adaptability and crisis management are abilities many women naturally develop through balancing personal and professional responsibilities.

These traits, she says, are increasingly recognised as valuable leadership qualities in modern organisations.

Changing the future of hospitality leadership

The presence of women in senior management roles is gradually reshaping workplace culture across the hospitality industry.

For instance, at Taj Wellington Mews in Chennai, women make up 75 per cent of the workforce, with several key management positions held by women.

Industry experts believe this growing representation signals a broader transformation in leadership patterns.

While women once struggled to break the glass ceiling in hospitality, today they are not only occupying leadership roles but also redefining how hotels are managed — combining operational excellence with compassion and human connection.

As more women rise to senior positions, the future of hospitality leadership in India is becoming more inclusive, dynamic and diverse.