Kunal Pahwa, General Manager, ITC Grand Central, Mumbai

In the heart of Mumbai’s ever-moving skyline stands ITC Grand Central — a hotel that effortlessly balances the grandeur of old-world hospitality with the evolving language of contemporary luxury. Inspired by the golden age of travel and the city’s colonial charm, the property has quietly established itself as more than just a luxury hotel. In fact, you can easily call it an experience steeped in warmth, sophistication, sustainability, and emotional connection.

At the helm of this iconic property is the very charismatic Kunal Pahwa, General Manager of ITC Grand Central, whose leadership reflects a deep understanding of how modern hospitality is shifting from transactional luxury to meaningful, experience-led travel. Under his guidance, this super luxe hotel continues to redefine what premium hospitality means in a city as dynamic and demanding as Mumbai — blending intuitive service, responsible luxury, wellness-driven experiences, and understated elegance with the timeless spirit of Indian hospitality.

Whether it is creating tranquil sanctuaries amidst Mumbai’s relentless energy, championing sustainable luxury without compromise, or curating deeply personalized guest journeys, the dynamic Kunal Pahwa believes hospitality today is ultimately about human connection. His thoughtful perspective on quiet luxury, guest expectations, technology, and leadership offers a compelling insight into the future of luxury hospitality in India.

In an exclusive interview with Sumita Chakraborty, Founder & Editor-in-Chief, TheGlitz, Kunal Pahwa, General Manager, ITC Grand Central, shares his vision for modern luxury hospitality, the evolving mindset of today’s global traveler, and why authenticity, empathy, and emotional experiences remain the true essence of exceptional hospitality.

Over To Kunal Pahwa, General Manager, ITC Grand Central, Mumbai

As the General Manager of ITC Grand Central, how do you balance the legacy of Indian hospitality with the evolving expectations of today’s luxury traveler?

At ITC Grand Central, we believe that the essence of Indian hospitality lies in creating meaningful and personalized experiences rooted in warmth, grace, and authenticity. While today’s luxury traveler seeks efficiency, personalization, and immersive experiences, the foundation of hospitality remains unchanged — making guests feel genuinely cared for. We continuously evolve by integrating contemporary luxury, technology-enabled convenience, curated culinary journeys, and wellness-led experiences, while still preserving the cultural richness and service ethos that define ITC Hotels. It is this balance of tradition and modernity that allows us to deliver a truly memorable stay experience.

Luxury hospitality today is becoming increasingly experience-driven rather than simply service-driven. What major shifts are you witnessing in guest expectations, especially in a dynamic city like Mumbai?

Today’s travelers are looking beyond luxurious rooms and amenities; they seek emotional connection, authenticity, and experiences that feel personalized and memorable. In a city like Mumbai, guests value convenience, wellness, sustainability, and curated local experiences that help them connect with the destination. There is also a growing preference for experiential dining, wellness-led stays, and spaces that seamlessly blend business with leisure. At ITC Grand Central, we constantly strive to create thoughtful experiences that resonate with both global and domestic travelers while reflecting the spirit and energy of Mumbai.

ITC Hotels has long been associated with sustainability and responsible luxury. How is ITC Grand Central integrating eco-conscious practices while still delivering the comfort and sophistication expected from a premium hospitality experience?

Responsible luxury has always been at the heart of the ITC Hotels philosophy. At ITC Grand Central, sustainability is integrated into our operations through energy-efficient systems, responsible waste management, water conservation initiatives, and mindful sourcing practices. However, our approach ensures that sustainability enhances rather than compromises the guest experience. Luxury today is as much about conscious choices as it is about comfort and sophistication. Guests appreciate experiences that are environmentally responsible while still offering the highest standards of service, wellness, and culinary excellence.

Quiet luxury has emerged as a defining global trend across hospitality, design, and lifestyle. How do you interpret the idea of quiet luxury within the hotel industry, and how is it reflected in the guest experience at ITC Grand Central?

To us, quiet luxury is about understated elegance, thoughtful details, and experiences that feel refined yet effortless. It is not about excess, but about creating spaces and moments that evoke comfort, exclusivity, and authenticity. At ITC Grand Central, this philosophy is reflected through timeless interiors, intuitive service, curated culinary offerings, and personalized guest interactions that focus on substance over spectacle. The idea is to create an environment where guests feel relaxed, valued, and emotionally connected throughout their stay.

In an age where personalization is becoming central to hospitality, how important is technology in enhancing guest experiences without losing the warmth and human touch for which luxury hospitality is known?

Technology today plays a vital role in making hospitality more seamless, intuitive, and personalized. From digital conveniences to preference-led services, it allows us to anticipate guest needs more effectively and enhance operational efficiency. However, true luxury hospitality will always be defined by human connection. At ITC Grand Central, we view technology as an enabler rather than a replacement for personalized service. The warmth, empathy, and attentiveness of our teams remain central to the guest experience, ensuring that every interaction feels genuine and memorable.

Mumbai is a city that never slows down, attracting both business and leisure travelers from across the world. How does ITC Grand Central create a sense of calm, exclusivity, and emotional connection within such a fast-paced urban environment?

Mumbai is vibrant, energetic, and constantly evolving, and our endeavor is to create a sanctuary within the city where guests can feel relaxed and rejuvenated. From thoughtfully designed spaces and wellness experiences to personalized service and refined culinary offerings, every aspect of the hotel is designed to offer comfort and tranquility amidst the city’s pace. We focus on creating emotional connections through genuine hospitality, attention to detail, and experiences that make guests feel at home while enjoying the finest aspects of luxury travel.

Having led operations in the luxury hospitality sector, what advice would you give to young professionals aspiring to build successful careers in hotel management and guest experience leadership?

Hospitality is a people-centric industry, and success in this field comes from passion, adaptability, and a genuine desire to create memorable experiences for others. I would encourage young professionals to remain curious, continuously learn, and embrace every opportunity to grow across functions and cultures. Leadership in hospitality is not only about operational excellence but also about empathy, teamwork, and the ability to inspire people. Most importantly, authenticity and consistency in service will always leave a lasting impression, both professionally and personally.