Rajiv Kapoor, General Manager, Fairmont Mumbai & Roswyn, A Morgans Originals Hotel, is redefining luxury
INTERVIEW BY SHUJATH ALI
With several competing hotel brands in the vicinity, what are you doing to attract guests to Fairmont Mumbai?
With several competing hotels in Mumbai, we wanted to set a new benchmark for luxury, pampering guests at every touchpoint. Our rooms are spacious, with thoughtfully designed layouts and large wardrobes, complemented by carefully curated amenities. Experiences extend beyond the room – from India’s first longevity suite with Blu Xone to five distinctive dining venues offering curated culinary journeys. Our 75,000 sq. ft. banqueting space features rigging points and versatile layouts for both intimate and large-scale events. At Fairmont Mumbai, we are redefining luxury, where every space and experience is designed to leave a lasting impression.
What, according to you, are Fairmont Mumbai’s USPs?
Ah, where do I even begin! Every corner of Fairmont Mumbai tells a story. The hotel was envisioned to be far more than just a place to stay – it’s a celebration of Mumbai’s golden era, the 1920s Art Deco period, infused with the cosmopolitan energy of the city and the spirit of travel. Walking through the property, guests are not merely visiting a hotel; they are stepping into a living, breathing museum of design, culture and history.
One of our most exciting offerings is India’s first longevity suite in a luxury hotel. This suite, built around the concept of Blu Xone, draws inspiration from the world’s leading longevity and wellness hubs, combining science-backed therapies, holistic wellness and luxury to redefine the way we age. It’s a space where innovation meets indulgence, allowing guests to recharge, rejuvenate and explore new standards in hospitality wellness.
Then there’s our culinary landscape: five exceptional dining venues, each with its own personality, narrative, and story to tell. And for gatherings that are nothing short of spectacular, we offer 75,000 sq. ft. of banqueting space – one of the city’s largest, including an exquisite rooftop banquet with breathtaking views. Essentially, Fairmont Mumbai is not just a hotel; it is a destination, a canvas for unforgettable experiences.
What is your favourite thing about Fairmont Mumbai?
For me, it’s the storytelling embedded in every corner of the property. Each space reflects a balance of three pillars: the elegance of 1920s design, the vibrant soul of Mumbai and the spirit of travel. From the grandeur of the lobby to the intimate corners of our lounges, guests are enveloped in a narrative that blends history, art and exploration.
It’s not just aesthetics; it’s about crafting emotional connections, moments that linger long after a guest departs. Every day, walking through these spaces reminds me that hospitality is more than service – it’s storytelling, and each guest becomes part of that narrative.
What aspect of the hotel do you think needs to be focused on?
Without a doubt, wellness. Today’s guests are seeking holistic experiences – spaces where they can recharge, rejuvenate and rediscover themselves. At Fairmont Mumbai, we are taking wellness to a new level through Blu Xone at our Fairmont Spa & Longevity, offering transformative treatments designed to reset the body, restore energy and redefine how people age. From innovative therapies to curated wellness experiences, we are setting new benchmarks in hospitality by integrating wellness across design, dining and experiences. Our goal is to create not just a hotel stay but a lifestyle destination where wellbeing is at the core of every moment.
Given that sustainability is becoming an important factor for guests these days, what are some green practices that is being adopted by Fairmont Mumbai?
At Fairmont Mumbai, sustainability is not an afterthought – it is woven into the very fabric of the hotel experience. From the moment you arrive, thoughtful measures to reduce environmental impact work quietly in the background. Energy-efficient systems power the hotel, from lighting to air conditioning, while advanced water-saving initiatives are integrated across guest rooms and public spaces.
A significant part of our commitment extends to our kitchens, with 85 per cent of operations designed to be flameless, reducing energy consumption while maintaining the highest culinary standards. Waste management remains a key focus – through recycling, composting and mindful practices, every opportunity to minimise waste is carefully acted upon. Beyond operations, we prioritise local sourcing wherever possible, supporting surrounding communities while lowering our carbon footprint.
For us, sustainability is about creating a hotel experience that can be enjoyed with ease and conscience alike – where indulgence and responsibility coexist in quiet harmony.
How are you incorporating new tech into Fairmont Mumbai?
Technology at Fairmont Mumbai is a silent partner in crafting unforgettable experiences. We have introduced digital check-ins and check-outs to ensure a seamless, personalised guest journey, alongside smart room controls that allow guests to adjust lighting, temperature and ambience effortlessly. Our advanced air-filtration and climate-control systems not only enhance comfort but also prioritise health and wellbeing.
Beyond the guest-facing side, technology helps us operate smarter and greener. Energy optimisation systems, resource management tools and data-driven insights allow us to deliver luxury responsibly while anticipating and exceeding guest expectations. In a city as vibrant and fast-paced as Mumbai, technology isn’t just an enhancement – it’s integral to creating a stay that is effortless, safe and memorable.
What do you look for when new hiring talent?
I look for people who bring more than skills – I look for energy, passion, and that spark that makes the ordinary extraordinary. Someone who has the zeal to make special happen, who can transform a guest moment into a memory they will cherish forever. Skills can be taught; the desire to create magic is innate. For me, it’s that intangible quality, combined with a heart for hospitality, that makes a true Fairmont professional.
What are some big goals you are hoping to achieve this year?
For us, 2026 is a milestone year. With Roswyn opening its doors, our focus is firmly on establishing both hotels together as Mumbai’s most sought-after luxury lifestyle destination.
For Fairmont Mumbai, the ambition is to strengthen our position as India’s foremost address for celebrations, global MICE and high-profile events. Our rooftop, India’s first open-air, air-conditioned banqueting venue, opened in December last year and now allows us to host 500 to 600 guests in a way the city has never experienced before.
For Roswyn, this being its inaugural year, the priority is to shape its identity with clarity and confidence. We aim to cement it as a modern, design-forward luxury suites hotel that resonates deeply with the global traveller, the wellness-oriented guest and Mumbai’s creative community. As India’s first Morgans Originals and Ennismore hotel, it is already attracting a discerning audience that appreciates culture, design and contemporary hospitality.
Across the cluster, our goals for 2026 include growing occupancy while strengthening our luxury positioning and ADR (average daily rate), establishing our eight restaurants as Mumbai’s leading gastronomy district, scaling our longevity and performance-wellness programmes and deepening our culture of excellence through colleague development.
The foundation is laid; 2026 is all about accelerating momentum.
What is your mantra for success?
My mantra for success is straightforward: the team is everything. If you build a motivated, empowered, well-trained team, they will deliver excellence consistently and joyfully. I have always believed in balancing consistency with innovation. Guests expect reliability and precision, but they also enjoy the element of pleasant surprise. So we refine the fundamentals relentlessly while introducing fresh ideas, new experiences and thoughtful details that make each stay memorable. Above all, our aim is to create raving fans, guests who feel genuinely seen, cared for and excited to return.
Why did you choose to become a hotelier?
I come from an Indian Air Force family where hosting was a way of life. Our home was always open, always warm, always welcoming, and I naturally gravitated towards serving, connecting, and creating meaningful experiences for people. Studying at IHM Shimla strengthened that inclination and, since then, I have been fortunate to work across Indonesia, Malaysia, the UAE now India.
Hospitality offers something rare: you evolve every day. You learn from cultures, colleagues and guests. It keeps you grounded, inspired and endlessly curious. That sense of perpetual learning drew me into this industry and continues to fuel my passion today.
How do you maintain work-life balance?
For me, balance comes from three things: rest, passion and perspective. I genuinely enjoy what I do, which makes the long hours feel purposeful rather than draining. At the same time, I prioritise sleep, quiet moments and time with family and close friends, those anchors keep me centered.
The first quarter of 2026 was especially intense with Roswyn’s launch, but now that the hotel is operational and the team is in rhythm, I have been able to reclaim a healthier balance and carve out more time for myself.
What do you do to unwind?
I unwind by reconnecting with friends, exploring new corners of the city and immersing myself in Mumbai’s cultural and culinary energy. Travel is another major reset for me; even short getaways help me return with fresh perspective. After the back-to-back openings of Fairmont and Roswyn, I have been enjoying simple pleasures again: long walks, discovering new restaurants, meeting the team informally, and taking the time to reflect on how far we have come in just a year.
Do you plan on introducing any major changes to the hotel?
I do not believe in drastic changes; I believe in continuous evolution. With Fairmont Mumbai completing its first full operating year and Roswyn now successfully launched, 2026 is about strengthening our foundation and elevating the details that matter. We are enhancing technology-led guest experiences, deepening our sustainability framework, elevating our wellness and longevity offerings, expanding our banqueting and lifestyle programming and continually sharpening colleague development and service culture. The idea is to keep raising the bar, subtly, steadily, and meaningfully, so that guests feel a clear uplift every time they return.
What are the key steps you are taking to woo new-age travellers?
New-age travellers value speed, autonomy and effortless digital integration, and both our hotels have been designed with these expectations at the core. Hudini, our all-in-one digital ecosystem, allows for pre-check-in, mobile key access, spa and dining reservations and seamless in-room controls. Our internet bandwidth is nearly five times that of standard hotels and all rooms are equipped with OTT-enabled 65 to 85 inch smart televisions.
We have introduced paperless, IoT-powered rooms; flexible dining and social spaces; lifestyle-led programming; and wellness experiences rooted in longevity science. The modern traveller moves fluidly between work, wellbeing, leisure and social connection, and our ecosystem mirrors that rhythm beautifully.
What are the steps you have taken to enhance operational efficiency?
Operational efficiency for us rests on three strong pillars. The first is guest listening; we study feedback patterns every day, using them as a compass to refine experiences with precision and empathy. The second is internal discipline, and through regular self-audits, robust learning and development programmes, process refinement, and close cross-department collaboration, we ensure consistency across both hotels as the cluster expands.
The third is global certification: we are HACCP-certified, ECO-certified and Green Globe certified. These frameworks elevate safety, sustainability and overall performance. As we move further into 2026, our focus is on making every touchpoint smoother, faster and more intuitive.
Are there any surprises in store for guests?
Absolutely, 2026 is a year of beautiful reveals. With Roswyn now open and our rooftop banqueting venue already hosting some of the city’s most memorable events, guests can expect a new wave of experiences that blend design, culture and contemporary living in a way Mumbai has not experienced before. In the coming months, we will introduce new lifestyle-led programming across both hotels, signature dining collaborations, expanded longevity treatments and wellness rituals and more public spaces designed for connection, art and cultural exchange. We have only completed the first chapter of our story and this year many more layers unfold.
