Nirmal Singh, Director of Guest Experience at Raffles Udaipur, shared how he’s crafting deeply personal, emotionally intelligent journeys that reflect the brand’s timeless elegance. From curating arrival rituals across Udai Sagar to reviving rare local art forms, he blends cultural sensitivity, storytelling, and intuitive service to redefine what luxury truly means.
Q – Can you describe the various aspects of your role and how they unfold throughout the day?
A – As Director of Guest Experience at Raffles Udaipur, each day begins with a single question—how can we create something deeply personal for every guest who arrives at our doorstep? My role is equal parts storyteller, curator, and host. From understanding a guest’s reason for travel to transforming those insights into thoughtful moments, every touchpoint is designed with care. I spend time with my team reviewing arrivals, reading between the lines of preferences, and fine-tuning itineraries so that each experience feels tailor-made, not templated. My day flows between moments of quiet observation and meaningful guest connection—always with the intent to inspire delight.
Nirmal Kumar Singh
Director of Guest Experience, Raffles Udaipur
Q – How do you define an exceptional guest experience, and how do you ensure it aligns with Raffles’ luxury standards?
A – At Raffles, we do not just follow guest profiles—we explore them. We listen to stories, watch for cues, and uncover what truly matters. An exceptional guest experience is not about extravagance; it is about relevance. It is the right gesture, made at the right moment, delivered with quiet grace. That could mean a fragrance from their childhood subtly placed in the room, or a surprise dinner by the lake inspired by their travels. Raffles luxury is defined by this refined intuition.
Q – How do you inspire and equip front office and butler teams to deliver service that goes beyond expectations?
A – I believe passion is more powerful than paper. While CVs offer structure, I hire people whose spirit resonates with hospitality. Many of our most exceptional team members are from non-hospitality backgrounds, yet they embody warmth, grace, and intuition. We match tasks with individual strengths and create an environment where people are encouraged to lead with empathy. When a team feels seen and empowered, it becomes effortless for them to see and serve others with sincerity.
Q – Raffles caters to a diverse global clientele. How do you ensure cultural sensitivity and personalisation in guest interactions?
A – We take pride in being culturally curious. Every team member undergoes structured training in cultural sensitivity, ensuring that we interact with authenticity and respect. We learn to understand a guest’s way of being—whether it is through communication style, dietary preference, or spiritual practice—and adapt our service accordingly. True personalisation is not just about knowing what a guest likes, but how they like to be treated.
Q – What are some signature guest experiences you have designed to reflect the exclusivity and heritage of Raffles Hotels?
A – Raffles is not simply a place—it is a story waiting to unfold. At Raffles Udaipur, we have curated experiences that bring the cultural richness of Rajasthan to life. One of our favourites is Jal Sanjhi, a rare art form of painting on water, guided by a local artisan. Guests not only observe, but learn. We also take guests on bespoke spice trails, where they see, touch and understand the roots of Indian cuisine. From a guided trek to a 400-year-old Shiva temple to early morning birdwatching along Udai Sagar, our experiences honour nature, heritage, and the timeless elegance of slow travel.
Q – Can you share a creative approach you’ve used to turn a negative guest experience into a positive one?
A – Two sisters from Kenya arrived after weeks of travel and seemed a little weary—there was a quiet longing in their eyes. In a gentle conversation, they shared how much they missed home-cooked Kenyan food. That same evening, our culinary team recreated Ugali and Nyama Choma—a nostalgic taste of home. Their response was heartwarming. Sometimes, turning a moment around is not about grand solutions—it is about listening with empathy and responding with heart.
Q – How do you leverage technology while maintaining the human touch that defines luxury service?
A – Technology is a thoughtful companion in our work. It allows us to study past preferences, anticipate needs, and design experiences before a guest even arrives. Through our internal guest profiling system, we gather insights from previous Raffles stays worldwide. But beyond that, it is human instinct that brings these details to life. Once the guest is with us, it is the conversation, the shared smile, the handwritten note—that creates the connection. Luxury, for us, remains beautifully human.
Q – How do you ensure a seamless arrival and departure experience, especially for VIP guests?
A – A guest’s journey begins long before they arrive. We send them a personal note with city insights and logistical support. Upon arrival in Udaipur, they are met with a private boat ride across Udai Sagar—where a butler narrates stories of the land, creating an immediate sense of place. As they step ashore, rose petals—fragrant and locally sourced from Haldi Ghati—greet them. Seasonal welcome drinks, scented towels, and a heartfelt reception follow.
Our departure experience is equally curated. Each guest is met in advance by their personal butler, who offers discreet packing assistance and secretarial services. Before they leave, we present them with a personalised gift—hand-selected by the same butler who accompanied them during their stay. It is a parting gesture that feels intimate and lasting—a final chapter to their Raffles story.
Q – What role does emotional intelligence play in delivering world-class guest experiences, and how do you cultivate it within your teams?
A – It plays a central role. I began my journey as a butler and know first-hand that emotional intelligence—more than any protocol—guides truly memorable service. I often share my experiences with my team, such as the time I personally assisted an elderly solo traveller from the UK, ensuring her transfer from Delhi to Udaipur was smooth and comforting—even though she never requested it. These are not textbook solutions—they are responses from the heart. And I encourage my team to lead with that same sensitivity and sincerity.
Q – Luxury hospitality is evolving with the changing expectations of high-net-worth travellers. How do you see the definition of luxury service shifting in the future?
A – Luxury today is about meaningful simplicity. Some of our guests seek complete privacy, while others arrive looking for immersive cultural experiences. Increasingly, we see younger travellers who are purpose-driven—curious about food, heritage, nature and local communities. For them, luxury lies in authenticity, in slow moments, in being seen without being showcased. As we look ahead, the future of luxury will be less about what we offer, and more about how deeply it is felt.