As Taj Santacruz in Mumbai completes a decade of excellence, the hotel continues to set benchmarks in urban luxury and service. Andrea CostaBir speaks with its General Manager Vikas Parimoo, on the vision, leadership and evolution behind its enduring success.
Congratulations on Taj Santacruz completing a decade! Looking back, what do you believe has been the secret behind the hotel’s enduring reputation for service, luxury, and guest experiences?
Taj Santacruz was conceived as a landmark urban luxury hotel — designed to offer scale, elegance, and a sense of calm within the city. Over the past decade, the hotel’s success has come from staying true to that original vision.
While it caters seamlessly to the needs of the modern business traveller, it has also evolved into a destination that appeals across age groups and travel purposes. Curated dining experiences, wellness-led offerings, family-friendly touches, and celebratory moments have broadened its relevance well beyond business stays.
Equally important has been the confidence and long-term perspective of our owners, GVK, whose commitment has enabled sustained investment in the property, people, and guest experience. Guests return because they know what to expect — thoughtful service, intuitive comfort, and an experience that feels both familiar and elevated. That balance between grandeur and genuine care continues to define Taj Santacruz.
How has the hospitality landscape in Mumbai evolved over the last decade, and how has Taj Santacruz adapted to stay ahead?
Mumbai’s hospitality landscape has become more discerning and experience-driven. Guests today seek efficiency, authenticity, and meaningful engagement, alongside comfort and luxury. Taj Santacruz has evolved by embracing this shift — whether through curated culinary offerings, wellness-led experiences, or technology that enhances convenience without compromising human connection. Our location at the city’s gateway also allows us to serve a diverse clientele, and adaptability has been key to staying relevant in a dynamic, fast-paced market.
Taj Santacruz is known for balancing luxury with a warm, personal touch. How do you inspire and lead your team to maintain these high standards consistently?
Luxury can be designed, but warmth has to be lived. My focus has been on creating an environment where teams feel confident, supported, and empowered to take ownership of the guest experience.
We emphasise attention to detail, consistency, and an understanding of guest preferences. When colleagues are aligned and engaged, service becomes instinctive rather than transactional. This ensures that while the hotel delivers on scale and sophistication, it consistently retains the human touch that defines Taj hospitality.
Looking ahead, what are your vision and plans for the hotel’s next phase — especially in terms of guest experience, sustainability, and innovation?
The way forward for Taj Santacruz is about thoughtful evolution. Guest experiences will continue to be refined through enhancements that improve comfort, personalisation, and ease, while preserving the warmth and familiarity guests associate with the hotel.
Sustainability is being strengthened through responsible practices aligned with PAATHYA, ensuring environmental care, community responsibility, and people development – all embedded into daily operations. At the same time, the hotel will continue to expand its appeal beyond a traditional business hotel — curating experiences that resonate with leisure travellers, families, and celebrations, while remaining a trusted choice for corporate guests.
On a personal note, what is the most rewarding aspect of managing such an iconic property?
The most rewarding aspect is witnessing the impact the hotel has on people — guests, colleagues, and the community alike. Managing Taj Santacruz is not just about overseeing a property; it is about stewarding a legacy while shaping its future. Being part of moments that matter to our guests and watching our team grow with confidence and pride makes this journey deeply fulfilling.
